Risk warning: Trading and copy trading in leveraged instruments carry a high risk of losing the funds you allocate. Read the full risk disclosure before you trade.
Complaints

How we handle them.

If something has gone wrong, tell us. Every complaint is logged, attended to within 48 business hours and answered in writing.

StepWhat happensWhen
1. SendEmail support@idtraders.com with Complaint in the subject line, your account email, and what happened. Include trade IDs, dates and screenshots where you have them.Any time
2. AcknowledgeYou receive a reply confirming the complaint has been logged and who is handling it.Within 48 business hours
3. InvestigateWe review the account records, trade logs, wallet transactions and correspondence, and contact you if anything is unclear.As the case requires — most are resolved inside 5 business days
4. AnswerA written response on the same email thread with the outcome and any remedy applied to your account.On completion
5. ReviewIf you disagree, reply to the same thread asking for a review. A different member of the team looks at the case again and gives a final written answer.Within 30 days of the answer
About a copied trade

Include the trade ID from your Copy trades page and the master trader's name. We compare the master's trade with the mirrored trade in your wallet.

About a deposit or withdrawal

Include the transaction ID or blockchain hash and the wallet address used. We trace the transfer end to end.

About a master trader

Conduct complaints are reviewed against the master rules. Outcomes can include a warning, suspension or removal of the master from the public list.

Business hours are Monday to Friday, 09:00–18:00 GMT. A complaint sent on Friday evening is counted from Monday morning.

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