Central de Ajuda

Yes. If you are not satisfied with the response from Customer Support, you can submit a formal complaint by completing the Complaint Form by clicking here and sending it to our Compliance Department at [email protected].

Please include the details of your complaint and any relevant supporting information or documents.     

Yes. If you have additional information that may help us review your formal complaint, send it to the complaints or Compliance email address applicable to your contracting Tickmill entity. Please use your registered email address and include your case reference, account number and a short explanation of how the information relates to your complaint.

Examples of useful supporting documents include payment confirmations, bank or wallet references, trading platform logs, screenshots, email correspondence, and identity or verification documents if requested.

Please provide identity or verification documents only when requested because of their sensitive nature.

No. For confidentiality and security reasons, Tickmill cannot discuss account-specific complaints, personal information, trading history, payments, or internal account reviews on public platforms.

If you post a review or comment publicly, Tickmill may ask you to contact Support from your registered email address so the issue can be reviewed securely. This protects your personal information and allows the relevant team to investigate your case using verified account details.

If you have an issue or concern, please contact Customer Support first at [email protected]. Our team may be able to resolve your query quickly.

If you are not satisfied with the response, you can make a formal complaint by completing the Complaint Form by clicking here and sending it to [email protected].

Please include your full name, registered email address, account number, a clear description of the issue, and any relevant trade IDs, transaction IDs, screenshots, emails or supporting documents.

For account-specific matters, we will contact you through secure private channels.

Once we receive your formal complaint, our Compliance team will send you an acknowledgement within 24 hours.

We will make every effort to resolve your complaint within seven working days from the date of the acknowledgement.

Some complaints may take longer depending on their complexity and the information available. We will keep you updated using the contact details registered on your account.

Updates are normally sent through the email address registered to your Tickmill account or through another official communication channel used by Tickmill.

To protect your privacy and account security, Tickmill may ask you to contact us from your registered email address before discussing account-specific matters. Please check your inbox and spam/junk folders for updates and keep your case reference or ticket number available when contacting us about your complaint.

After you submit a complaint, we will review the information provided and may contact you if we need any additional details or documents.

Your complaint will be reviewed by the relevant team based on the nature of the issue.

Once the review is complete, we will respond through your registered email address or another verified private communication channel.

For confidentiality and security reasons, account-specific information, payment details, trading history and personal information will not be discussed publicly.

If you have not received an update, please check your inbox and spam/junk folders first. Then contact the Compliance team from your registered email address and include your case reference or ticket number.

If your case requires review by a specialist department, it may take longer to investigate. Providing complete information and using your registered email address helps us locate your case and provide an update more efficiently.

Please include enough information for our team to identify your account and investigate the issue.

Where relevant, include:

• Your full name

• Registered email address

• Account number or wallet number

• Date and time of the issue

• Transaction ID, withdrawal ID, deposit ID, or trade ID

• A clear description of what happened

• Screenshots, platform logs, emails, payment confirmations, or other supporting documents                         

Including all relevant details helps us review your complaint efficiently and avoid unnecessary delays.

If your complaint relates to a bonus or promotion, please include:

• Account number

• Promotion name

• Date of participation

• Deposit amount, if applicable

• Bonus amount, if applicable

• Any withdrawal or profit-transfer request details

• Screenshots or emails related to the promotion

Please review the Terms and Conditions for the relevant promotion and contact Support if you have any questions.

If your complaint relates to a withdrawal, please include:

• Your account or wallet number

• Withdrawal amount

• Withdrawal method

• Withdrawal request date

• Withdrawal ID or transaction reference, if available

• Any rejection message or payment-provider message

• Screenshots or payment confirmations

Withdrawals may require payment-provider checks, verification checks, or additional review depending on the payment method and account circumstances. Providing the above information helps our Payments team review the case faster.

For more information about available payment methods and withdrawal processing, please visit our Deposits & Withdrawals page.

If your complaint relates to trade execution, please include:

• Account number

• Trading platform

• Instrument

• Trade ID or order number

• Date and time of the trade

• Screenshots, platform logs, or expert-advisor logs, if available

• A short explanation of what you expected to happen and what happened instead

Execution-related complaints may need to be reviewed by Trading Operations. Market conditions, liquidity, volatility, market open or close, rollover, and news events can affect spreads and execution.

For more information, please see our Spreads & Swaps page.

The Tickmill Group includes several regulated entities, and complaint procedures and related documents may differ between entities and jurisdictions. The complaint procedure that applies to your account depends on the Tickmill entity your account is registered with.

You can usually confirm your entity in your Client Area, client agreement, account documents or registration emails.

You can find the relevant complaint documents in the Legal Documents section of the Tickmill website.

Depending on your Tickmill entity, available documents may include:

• Customer Complaint Form

• Complaints Procedure

• Complaints Management Policy

If you are unsure which entity applies to your account, please contact Support from your registered email address.