Home Transfer Exchange Withdraw Deposit Cards Rates History Install App

Kazawallet Support & Complaints Policy

Last updated: May 31, 2026

Please read this Policy carefully before submitting any support request, complaint, or dispute relating to your use of the Kazawallet Platform or any of its services.

This Policy explains how to contact Kazawallet, how to submit complaints, the information required for review, the estimated processing timelines, and the cases that may require additional review by third-party service providers.

Kazawallet is a technology platform and is not a bank, financial institution, payment institution, or licensed custodian. The Platform is operated by KASROAD LTD, a company incorporated in the United Kingdom with company number 16721888.

This Policy shall be read together with the Terms of Service, Privacy Policy, AML & KYC Policy, Kazawallet Visa Card Terms, and any other policies or terms applicable to the service that is the subject of the complaint.

1. Official Support Channels

Support requests and complaints must be submitted through the following official channels:

Help Center: https://www.kazawallet.com/help

Email: support.kazawallet@kasroad.com

Requests or complaints submitted through unofficial channels or unauthorised third parties may not be accepted or processed.

2. Scope of this Policy

This Policy applies to support requests and complaints relating to:

accounts and identity verification;
deposits, withdrawals, and transfers;
Digital Asset and crypto transactions;
exchange transactions and exchange rates;
Kazawallet Visa Card services;
agents and local payment methods;
fees and limits;
Account restriction, suspension, or closure;
disputed or unauthorised transactions;
any other service available through the Kazawallet Platform.

3. Information Required to Submit a Complaint

To enable us to review a complaint properly, the user must provide clear and complete information, which may include:

name or Kazawallet Account identifier;
email address or phone number linked to the Account;
transaction number or transaction identifier, if available;
transaction date and time;
amount and currency;
type of service related to the complaint;
a clear description of the issue;
any screenshots, receipts, TXIDs, or supporting documents;
any additional information requested by the support or compliance team.

Failure to provide sufficient information may delay the review of the complaint or result in closure of the complaint due to insufficient data.

4. Initial Response Time

Kazawallet aims to provide an initial response to complaints within an estimated period of 3 to 5 business days from the date on which the complaint and the required basic information are received.

The initial response may not be a final resolution. It may include a request for additional information, confirmation that the complaint has been received, or an explanation of the next steps.

5. Review and Processing Time

The time required to review a complaint depends on its type, complexity, and the parties involved.

Kazawallet aims to process standard complaints within an estimated period of up to 15 business days from the date on which all required information is received.

Certain cases may take longer, especially where they involve:

third-party service providers;
blockchain networks or crypto transactions;
card services or payment networks;
banks, payment processors, or agents;
KYC, AML, or source of funds reviews;
security investigations or suspicious activity;
disputed transactions, chargebacks, or refunds;
legal or regulatory requests.

6. Crypto-Related Complaints

Complaints relating to Digital Asset deposits, withdrawals, or transfers may be subject to additional review, especially in cases involving:

sending an unsupported coin or token;
using an unsupported network;
sending assets to an incorrect, old, or deleted address;
missing or incorrect memo, tag, or note;
transactions classified as high risk;
blockchain network delays or congestion;
refunds or returns arriving at main addresses or service-provider addresses.

These cases are subject to the Terms of Service and the Crypto Deposit and Recovery Policy, including the applicable fees, timelines, and restrictions.

7. Card-Related Complaints

Complaints relating to the Kazawallet Visa Card may require review by the Card Service Provider, payment network, merchant, or processor.

These cases may include, for example:

declined transactions;
unauthorised transactions;
merchant refunds;
chargebacks;
delays in returning Card Balance;
Card suspension or cancellation;
attempts to top up the Card from an unsupported external source.

Kazawallet does not guarantee that any dispute, chargeback, or refund will be accepted, as the final decision may be subject to Visa rules, the Card Service Provider, the merchant, or the processor.

8. Agent and Local Payment Method Complaints

Complaints relating to agents or local payment methods may require receipts, proof of payment, sender or receiver details, or any additional information.

Kazawallet may refuse or delay the processing of any complaint where the transaction involves:

an unauthorised third party;
mismatched information;
unclear or incorrect receipts;
unclear source of funds;
breach of payment or collection instructions;
fraud indicators or misuse.

9. Reopening Closed Complaints

A complaint is considered closed if:

a final response has been provided to the user;
the agreed resolution has been completed;
the user has not provided requested information within a reasonable period;
the complaint is repetitive or has already been reviewed;
there is insufficient or no new information allowing further review.

A closed complaint will only be reopened if the user provides new and material information that was not available during the previous review and that may clearly affect the outcome of the complaint.

Repeated complaints or communications that repeat the same claims without new and material information may not receive further substantive review.

10. Goodwill Resolutions

Kazawallet may, at its sole discretion and without any admission of liability, fault, wrongdoing, or legal obligation, offer a goodwill resolution, settlement, credit, refund, or temporary arrangement in certain exceptional cases.

Any goodwill resolution or settlement shall not constitute an admission by Kazawallet of any liability, fault, unauthorised activity, technical failure, or regulatory breach.

Acceptance by the user of any goodwill resolution or settlement may be conditional upon the matter subject to the settlement being considered final and closed in accordance with the terms of the offer or relevant communications.

11. Abusive or Inappropriate Conduct

Kazawallet reserves the right to refuse, restrict, or terminate communications, close requests, or take appropriate action where there is:

abusive language or threats;
excessive or harassing repeated messages;
false or misleading information;
malicious, defamatory, or bad-faith allegations;
unlawful pressure attempts;
misuse of support or complaint channels.

This does not affect the user’s right to submit a legitimate complaint supported by the required information.

12. No Guarantee of a Specific Outcome

Kazawallet will review complaints submitted through official channels based on the information available, but does not guarantee any specific outcome or acceptance of any claim, compensation, or refund.

Certain outcomes may be subject to third-party service providers, payment networks, blockchain networks, merchants, banks, compliance providers, or competent authorities.

13. Record Keeping

Kazawallet may retain records of complaints, communications, attachments, responses, and outcomes for support, compliance, fraud prevention, dispute resolution, service improvement, and protection of legal rights.

Such data is processed in accordance with the Kazawallet Privacy Policy.