Complaint against a crypto exchange and before the CNMV (Spanish securities regulator)
Complaint against a crypto exchange and before the CNMV (Spanish securities regulator) is filed with Comisión Nacional del Mercado de Valores (CNMV), Servicio de Reclamaciones. With Managora you do it 100% online: you answer a few questions, sign a digital mandato (power of representation) and we draft, sign and file your recurso (appeal) for you. What we charge you: €299.
Your crypto exchange or platform has frozen your account, will not let you withdraw, will not return your balance, has charged fees it never disclosed or has lost the crypto-assets it held in custody for you. We check that the provider is authorised under MiCA, draft and file the complaint with its complaints service and, if it rejects it or a month passes without it being resolved, file the complaint with the CNMV's Servicio de Reclamaciones (complaints service). Fixed price of 299 € for both stages.
Practical guide: Scammed with cryptocurrency or a fake broker: what to do today. Requirements, deadlines and the steps, explained.
- What we charge you
- €299
- Managora's fee
- €299.00 (21% VAT incl.)
- Tasa (official government fee)
- No tasa payable
- Processing time
- The provider must acknowledge receipt without delay and decide within two months at most. If it rejects it, offers an insufficient solution or a month passes without it being resolved, we file the complaint with the CNMV's complaints service, which has 90 calendar days to issue its report.
- What you receive
- Recurso (administrative appeal)
Cost breakdown: Our fee 299,00 € (21% VAT incl.), a fixed price covering the complaint to the provider and, if needed, the complaint to the CNMV. Both complaints are free of charge: there is no tasa (official fee)..
Complaint against a crypto exchange and before the CNMV (Spanish securities regulator): how is it filed?
- 1Answer the questions in the form and upload your screenshots (about 10 minutes).
- 2We check in the CNMV register and the ESMA register that the platform is authorised and who the complaint must be addressed to.
- 3Payment of 299,00 € (21% VAT incl.), a fixed price for both stages.
- 4Signature of the mandato (authority to act on your behalf) from your mobile.
- 5We file the complaint through the provider's official complaints channel. If you have already complained and were turned down, or a month passed without a reply, we go straight to the next step.
- 6If the provider rejects it, offers an insufficient solution or a month passes without it being resolved, we file the complaint with the CNMV's complaints service at sede.cnmv.gob.es.
- 7You receive the documents filed, the acknowledgements of receipt, the signed mandato and the invoice.
Which documents do you need?
- •Screenshots of the freeze or of the pending withdrawal, emails and chats with support, the transaction history and your account statement.
- •If you have already complained to the platform: the complaint you filed, the acknowledgement of receipt and its reply.
- •If the freeze is due to a source-of-funds review: the bank statement showing the transfer and whatever proves where the money came from.
Legal basis and things to bear in mind
- Complaining to the provider is free of charge and it has two months to decide, but if a month passes without it being resolved you can already go to the CNMV. If it rejects it in whole or in part, it must explain why and tell you what avenues of redress are open to you.
- Since 1 July 2026 only providers authorised by the CNMV, or passported from another EU country, may operate in Spain. If the platform is not, or it asks you to pay taxes or fees before you can withdraw, this is not a complaint but a scam: do not pay anything more. For that situation we have our recovery plan after an investment scam.
- If the freeze is due to an identity or source-of-funds review, the platform may ask you for documents before releasing the withdrawal. The complaint does not replace that review: it comes with the documentation and requires the provider to decide and give reasons for its decision.
- When the platform holds your crypto-assets in custody, it is liable for their loss if it results from an incident attributable to it, up to their market value at the time of the loss. It is not liable for events outside its control, for example if you handed your keys or codes to a third party.
- The CNMV's complaints service issues a report that does not oblige the platform to pay. If the platform ignores it, a court claim remains open, and the complaints already filed count as the prior attempt at settlement that the law requires before suing. Nobody can guarantee you will get your money back: what we do is claim everything that can be claimed, from the right party and in time.
- Crypto-assets are not covered by FOGAIN (Fondo General de Garantía de Inversiones, the Spanish investor compensation scheme): if the provider goes bust, your protection is that your crypto-assets must be kept separate from its own assets.
Complaint against a crypto exchange and before the CNMV (Spanish securities regulator): frequently asked questions
Complaint against a crypto exchange and before the CNMV (Spanish securities regulator): how much does it cost?
We charge you €299: our fee plus, where applicable, the fixed official tasa we advance. Our fee 299,00 € (21% VAT incl.), a fixed price covering the complaint to the provider and, if needed, the complaint to the CNMV. Both complaints are free of charge: there is no tasa (official fee).. Managora's fee is €299.00, 21% VAT included (€247.11 net + €51.89 VAT). This procedure carries no official tasa.
Complaint against a crypto exchange and before the CNMV (Spanish securities regulator): how long does it take?
The provider must acknowledge receipt without delay and decide within two months at most. If it rejects it, offers an insufficient solution or a month passes without it being resolved, we file the complaint with the CNMV's complaints service, which has 90 calendar days to issue its report.
Complaint against a crypto exchange and before the CNMV (Spanish securities regulator): which documents do I need?
You need to have to hand: Screenshots of the freeze or of the pending withdrawal, emails and chats with support, the transaction history and your account statement., If you have already complained to the platform: the complaint you filed, the acknowledgement of receipt and its reply., If the freeze is due to a source-of-funds review: the bank statement showing the transfer and whatever proves where the money came from.. You do not upload them here: we collect the details through the guided chat.
Who files the procedure?
Managora files it in your name with Comisión Nacional del Mercado de Valores (CNMV), Servicio de Reclamaciones. You only provide the details through the chat and sign a mandato (power of representation); we prepare, sign and register it.
Can it be done online?
Yes. The whole process is online: you answer a few questions in the guided chat, sign a simple mandato on screen and receive the receipt and the official documents by email, with full legal validity.
Related procedures
Based on the legislation in force and on the official site of the competent authority: Comisión Nacional del Mercado de Valores (CNMV), Servicio de Reclamaciones ↗.
Managora Gestion SL (company number B88823893) is a private company. We are not Comisión Nacional del Mercado de Valores (CNMV), Servicio de Reclamaciones, we are not affiliated with, authorised or endorsed by any public authority, and this website is not an official government portal. What you pay on this page is our fee for preparing, signing and filing the procedure on your behalf: it is separate from the official tasa, which where applicable belongs to the authority and is shown to you separately. You can carry out this procedure yourself, directly with Comisión Nacional del Mercado de Valores (CNMV), Servicio de Reclamaciones.
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