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| Cryptonow",{"tag":523,"attributes":524,"content":18},"meta",{"property":525,"content":526},"og:title","Complaints Handling Procedure",{"tag":523,"attributes":528,"content":18},{"name":529,"content":526},"twitter:title",{"tag":523,"attributes":531,"content":18},{"name":532,"content":533},"description","Achetez Bitcoin et crypto en ligne ou en magasin. Accès instantané, simple et fiable partout en Europe avec la Carte Cadeau Cryptonow sécurisée.",{"tag":523,"attributes":535,"content":18},{"property":536,"content":533},"og:description",{"tag":523,"attributes":538,"content":18},{"name":539,"content":533},"twitter:description",{"tag":523,"attributes":541,"content":18},{"property":542,"content":543},"og:image","https://www.datocms-assets.com/166188/1770626449-cryptonow.jpg?auto=format&fit=max&w=1200",{"tag":523,"attributes":545,"content":18},{"property":546,"content":547},"og:image:width","1200",{"tag":523,"attributes":549,"content":18},{"property":550,"content":551},"og:image:height","630",{"tag":523,"attributes":553,"content":18},{"name":554,"content":543},"twitter:image",{"tag":523,"attributes":556,"content":18},{"property":557,"content":34},"og:locale",{"tag":523,"attributes":559,"content":18},{"property":560,"content":561},"og:type","article",{"tag":523,"attributes":563,"content":18},{"property":564,"content":6},"og:site_name",{"tag":523,"attributes":566,"content":18},{"property":567,"content":568},"article:modified_time","2026-05-12T16:37:35Z",{"tag":523,"attributes":570,"content":18},{"property":571,"content":43},"article:publisher",{"tag":523,"attributes":573,"content":18},{"name":574,"content":575},"twitter:card","summary_large_image",[577],{"__typename":578,"id":579,"title":580,"subtitle":43,"blocks":581},"SectionPageRecord","UEnyGGGuQAe0xmL5LFH7rw","Complaints Handling Procedure.",[582],{"id":583,"anchorId":43,"link":43,"body":584},"RUZ6nvXiRwWGaup8ps_NmQ",{"value":585,"blocks":769,"links":770},{"schema":586,"document":587},"dast",{"type":588,"children":589},"root",[590,596,600,606,610,615,619,623,627,632,636,640,645,649,670,674,678,682,686,690,695,699,704,708,712,717,721,725,730,734,756,761,765],{"type":591,"children":592},"paragraph",[593],{"type":594,"value":595},"span","La présente procédure de traitement des réclamations (la « Procédure ») s'applique au site internet et à la plateforme de courtage en lien avec l'ensemble des services fournis par Cryptonow GmbH, société immatriculée en République d'Autriche, dont le siège social est établi au Marc-Aurel-Str. 10–12, 1010 Vienne, Autriche (« Cryptonow », « la Société », « nous » ou « notre »), via sa plateforme de courtage électronique (y compris toutes les applications mobiles et tous les sites internet connexes permettant d'y accéder) (collectivement, la « Plateforme »).",{"type":591,"children":597},[598],{"type":594,"value":599},"La présente Procédure établit un cadre transparent, équitable et efficace pour la réception, l'examen et le règlement des réclamations soumises par les clients, conformément à l'article 71, paragraphe 1, du règlement (UE) 2023/1114 sur les marchés de crypto-actifs (MiCAR).",{"type":591,"children":601},[602],{"type":594,"marks":603,"value":605},[604],"strong","1.  Champ d'application de la Procédure",{"type":591,"children":607},[608],{"type":594,"value":609},"La présente Procédure s'applique à toutes les réclamations soumises par des clients, des clients potentiels ou toute autre partie affectée par les services fournis par Cryptonow en sa qualité de prestataire de services sur crypto-actifs (CASP).",{"type":591,"children":611},[612],{"type":594,"marks":613,"value":614},[604],"2.  Interprétation et définitions",{"type":591,"children":616},[617],{"type":594,"value":618},"Réclamation : toute expression écrite de mécontentement émanant d'un client ou d'une autre partie intéressée concernant un service fourni ou non fourni par Cryptonow.",{"type":591,"children":620},[621],{"type":594,"value":622},"Réclamant : la personne physique ou morale soumettant la réclamation.",{"type":591,"children":624},[625],{"type":594,"value":626},"Responsable des réclamations : la personne ou le département chargé du traitement des réclamations conformément à la présente Procédure.",{"type":591,"children":628},[629],{"type":594,"marks":630,"value":631},[604],"3.  Conditions de recevabilité",{"type":591,"children":633},[634],{"type":594,"value":635},"Les réclamations sont recevables lorsqu'elles portent sur des services fournis par Cryptonow, sont soumises par un réclamant identifiable et contiennent des informations suffisantes pour permettre une instruction.",{"type":591,"children":637},[638],{"type":594,"value":639},"Les réclamations ne satisfaisant pas à ces conditions feront l'objet d'un accusé de réception. Le réclamant sera informé des motifs d'irrecevabilité et, le cas échéant, invité à fournir des informations complémentaires.",{"type":591,"children":641},[642],{"type":594,"marks":643,"value":644},[604],"4.  Soumission des réclamations",{"type":591,"children":646},[647],{"type":594,"value":648},"Les clients peuvent soumettre leurs réclamations gratuitement par l'un des moyens suivants :",{"type":650,"style":651,"children":652},"list","bulleted",[653,664],{"type":654,"children":655},"listItem",[656],{"type":591,"children":657},[658,660],{"type":594,"value":659},"Formulaire en ligne : ",{"url":661,"type":12,"children":662},"https://www.cryptonow.net/fr-fr/plainte-officielle",[663],{"type":594,"value":661},{"type":654,"children":665},[666],{"type":591,"children":667},[668],{"type":594,"value":669},"Courrier postal : Cryptonow GmbH, Complaint Handling, Marc-Aurel-Str. 10–12, 1010 Vienne, Autriche",{"type":591,"children":671},[672],{"type":594,"value":673},"Les réclamations peuvent être soumises au moyen du formulaire disponible sur notre site internet ou en forme libre, à condition que toutes les informations requises y figurent.",{"type":591,"children":675},[676],{"type":594,"value":677},"Informations requises",{"type":591,"children":679},[680],{"type":594,"value":681},"Afin de faciliter un traitement efficace, le réclamant doit fournir : ses nom complet et coordonnées ; sa relation avec la Société (par exemple, client, client potentiel) ; une description du problème ou de l'incident ; la ou les dates concernées ; tout document justificatif ; ainsi que le résultat souhaité ou la résolution proposée.",{"type":591,"children":683},[684],{"type":594,"value":685},"Langue de soumission",{"type":591,"children":687},[688],{"type":594,"value":689},"Les réclamations peuvent être soumises dans toute langue officielle de l'État membre dans lequel le service est fourni ou, au minimum, en anglais.",{"type":591,"children":691},[692],{"type":594,"marks":693,"value":694},[604],"5.  Accusé de réception",{"type":591,"children":696},[697],{"type":594,"value":698},"Dès réception d'une réclamation, Cryptonow s'engage à accuser réception dans un délai de cinq (5) jours ouvrables, à communiquer au réclamant un numéro de référence unique ainsi que les coordonnées pour le suivi, et à informer le réclamant si des informations complémentaires sont nécessaires au traitement de la réclamation.",{"type":591,"children":700},[701],{"type":594,"marks":702,"value":703},[604],"6.  Examen et réponse définitive",{"type":591,"children":705},[706],{"type":594,"value":707},"Le Responsable des réclamations ou le personnel délégué procède à un examen impartial et approfondi de la réclamation. Des informations complémentaires peuvent être demandées au réclamant si nécessaire. Cryptonow fournit sa réponse définitive dans un délai de trente (30) jours calendaires à compter de la réception de la réclamation.",{"type":591,"children":709},[710],{"type":594,"value":711},"La réponse définitive comprend un résumé de la réclamation, les conclusions de l'examen, la décision prise ou la résolution proposée, ainsi que des informations sur les voies de recours disponibles, notamment les mécanismes de règlement extrajudiciaire ou alternatif des litiges, le cas échéant.",{"type":591,"children":713},[714],{"type":594,"marks":715,"value":716},[604],"7.  Clôture de la procédure de réclamation",{"type":591,"children":718},[719],{"type":594,"value":720},"Une réclamation est considérée comme clôturée lorsque le réclamant a confirmé sa satisfaction à l'égard de la résolution proposée, ou lorsqu'aucune communication ultérieure n'a été reçue dans les trente (30) jours calendaires suivant la réponse définitive.",{"type":591,"children":722},[723],{"type":594,"value":724},"Le Responsable des réclamations enregistre la date de clôture, le résultat obtenu et toute mesure corrective mise en œuvre.",{"type":591,"children":726},[727],{"type":594,"marks":728,"value":729},[604],"8.  Voies de recours complémentaires et droits d'escalade",{"type":591,"children":731},[732],{"type":594,"value":733},"Si le réclamant n'est pas satisfait du résultat, il peut saisir l'autorité compétente ou l'organe de règlement extrajudiciaire des litiges compétent dans son État membre.",{"type":591,"children":735},[736,738,742,744,748,750,754],{"type":594,"value":737},"Pour les réclamations relevant de la juridiction autrichienne, les autorités compétentes comprennent l'Autorité des marchés financiers (FMA) (",{"url":739,"type":12,"children":740},"https://www.fma.gv.at",[741],{"type":594,"value":739},{"type":594,"value":743},"), la Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft (Bankenschlichtungsstelle) (",{"url":745,"type":12,"children":746},"https://www.bankenschlichtung.at",[747],{"type":594,"value":745},{"type":594,"value":749},") ainsi que l'Ombudsstelle des Fachverbandes Finanzdienstleister (",{"url":751,"type":12,"children":752},"https://www.wko.at/branchen/information-consulting/finanzdienstleister/ombudsstelle.html)",[753],{"type":594,"value":751},{"type":594,"value":755},".",{"type":591,"children":757},[758],{"type":594,"marks":759,"value":760},[604],"9.  Documentation et conservation des dossiers",{"type":591,"children":762},[763],{"type":594,"value":764},"Toutes les réclamations et la correspondance y afférente sont enregistrées et conservées dans un système électronique sécurisé. Chaque réclamation fait l'objet d'un suivi via un système interne consignant les étapes accomplies, le personnel responsable, les conclusions et le résultat final. Les dossiers comprennent le numéro de référence de la réclamation, la date de réception, les coordonnées du réclamant, un résumé du problème, les mesures prises et le résultat de la résolution. Les dossiers sont conservés pendant une période minimale de cinq (5) ans à compter de la résolution.",{"type":591,"children":766},[767],{"type":594,"value":768},"Dernière mise à jour : 1er février 2026",[],[],[],"S2VxhgxwTEaCzSjQKUkQlQ",1778606345477]