Complaints
Complaints Process
If something goes wrong, here is exactly how to reach us, what we need, how long we take, and how to escalate. A clear complaints process is part of how we earn your trust.
Coinwaka will never ask for your password, full transaction PIN, recovery phrase, or remote access to your device, even during a complaint.
01
Who handles your complaint
Coinwaka is a product operated by Chainwaka Technologies, Business No. BN-OVS6J37W, a business registered in Kenya. We take complaints seriously, especially anything involving access to your funds, a withdrawal, a payout, or your account security.
This page explains exactly how to reach us, what we need from you, how long we take, and what to do if you are not satisfied with our response.
02
How to raise a complaint
You can contact us through any of these channels:
- General complaints and support: support@coinwaka.com
- In-app: open a support ticket from the Support section of your account.
03
Reach the right team faster
If your issue is specific, writing to the dedicated address gets it to the right people sooner. When in doubt, use support and we will route it.
- Payments, deposits, withdrawals, and payout issues: payments@coinwaka.com
- P2P disputes, escrow, and marketplace complaints: disputes@coinwaka.com
- Account compromise, phishing, and security reports: security@coinwaka.com
- KYC, AML, and regulatory or verification matters: compliance@coinwaka.com
- Formal legal notices: legal@coinwaka.com
04
What to include
To help us resolve your complaint quickly and without back-and-forth, please include:
- The email address on your Coinwaka account.
- What happened, in your own words, and what outcome you want.
- The asset, amount, and date where money is involved.
- Any transaction ID, order ID, or payout reference.
- Screenshots or receipts if you have them.
05
Urgent: account security or suspected fraud
If you believe your account has been accessed without your permission, or you think you are being scammed, tell us immediately and say it is urgent. We can lock your account, end active sessions, disable API keys, and pause withdrawals while we investigate.
Coinwaka staff will never ask for your password, full transaction PIN, recovery phrase, or remote access to your device. If anyone does, stop and report it to security@coinwaka.com.
06
How long we take
We aim to acknowledge complaints quickly and to investigate fairly. Account-security and fund-access issues are prioritised. Straightforward complaints are usually resolved within a few business days; complex cases involving payment providers, blockchains, or compliance checks can take longer, and we will keep you updated.
07
If you are not satisfied
If our first response does not resolve your complaint, reply and ask for it to be escalated for a senior review. We will look at it again and explain our final position.
Coinwaka operates in Kenya and is preparing for compliance under Kenya’s Virtual Asset Service Providers framework. Where a relevant regulator or dispute body has jurisdiction over your matter, you retain the right to contact them. Our Compliance Status page explains where we are in that process.