Zap (Strike) Europe Limited
(Version 1 | 1 June 2026)
1. Right to complain
Any client (“Client”) of Zap (Strike) Europe Limited (a Malta company with registered number C114533 and LEI 984500457TAB0A3BZ224, doing business as “Strike”) (“Strike Europe”) may file a complaint about the crypto-asset services provided by Strike Europe to that Client.
Notwithstanding your rights, our Support team is always on hand to help try and resolve any issues or questions you may have. Before exercising your right to complain, consider contacting us at [email protected] or by using the in-App contact options.
2. Admissibility
Formal complaints are admissible if:
- You are a client of Strike Europe that has completed onboarding
- Your complaint relates to a crypto-asset service provided by Strike Europe to you:
- a Conversion Service - buying or selling bitcoin on your Strike Account
- our Custody Service - the holding of your bitcoin in your bitcoin balance in your Strike Account
- a Transfer Service - the sending or receiving of bitcoin from/to your Strike Account
as defined in our Terms of Service.
If you wish to provide other feedback or express other dissatisfaction about Strike you may of course do so at any time, by contacting [email protected] . There is no required form for contacting our Support team, and you can just drop us an email or contacting us from within your Strike App.
3. Submitting a complaint
If you wish to file a complaint, you can do so by:
- Completing our Complaints Form available on our website here - please make sure you complete all the fields
- Signing the completed Complaints Form and emailing this to our Customer Support team at [email protected]
You may submit complaints in:
- the English language,
- any language that we use to market or communicate our services to you,
- the official language(s) of the EU Member States where we offer our products and services (provided they are also an official EU language).
Please note that if your Complaints Form is not completed in full we may not be able to assess or address your complaint.
Where we conclude that a complaint is unclear or incomplete, (assuming you have provided us with sufficient information to identify your account or contact details) we may request any additional information necessary for the proper handling of the complaint.
Where a complaint is incomplete and there is insufficient information to clearly show (1) the relevant account holder for instance account ID or account email address, or (2) the nature of the complaint, we may treat this as void.
4. Investigation and response
On receipt of your complaint our staff will acknowledge it and, where required, we will commence an investigation to assess your complaint. If we determine that your complaint is not admissible, we will let you know.
We will use all reasonable efforts to make a decision on a complaint without undue delay, and in any event within two (2) months of the date the admissible complaint was received by us. If we need to request additional information because the complaint was incomplete, this time period will begin from the time at which we determine that the complete complaint was filed.
All responses to a complaint will be in writing, and delivered electronically to your designated email address associated with your Account.
5. Questions
If you have questions about this procedure, or our policies regarding complaints, please feel free to contact us at [email protected].
6. The Arbiter of Financial Services
If at the end of the complaints process you are not satisfied with our final decision, you have the right to refer the complaint to the Office of the Arbiter for Financial Services in terms of the Arbiter for Financial Services Act (Chapter 555, Laws of Malta). Further information may also be found at www.financialarbiter.org.mt.