How to Reach Our Support Team and Submit a Complaint

Whether your deposit has not arrived, a withdrawal is taking longer than expected, or you need to raise a formal complaint, this page walks you through every contact option and what to expect at each step.

All support requests are handled by email. Our team acknowledges complaints within 3 business days of receipt and works to resolve each case as quickly as possible.

If an issue cannot be resolved within the initial period, we will write to you with a clear timeframe for resolution so you are never left without an update.

Two Ways to Contact Us

There are two dedicated email addresses, each serving a distinct purpose. Using the right one from the start means your message reaches the correct team without delay.

For most account and transaction issues, getting in touch with the Predict Street support team via complaints@adipredictstreet.com is the right starting point. The compliance address is reserved for regulatory, identity, and data protection matters.

How to Submit a Formal Complaint

A formal complaint is any written request asking us to investigate an issue and provide a resolution. The process is straightforward and handled entirely by email.

To make sure your complaint is processed without unnecessary back-and-forth, follow these steps in order.

1. Identify the specific issue you want investigated and the outcome you are seeking.
2. Gather your account details, relevant transaction IDs, and any supporting documents.
3. Send your complaint to complaints@adipredictstreet.com from your registered email address.
4. Include your account username or reference number in the subject line.
5. Describe what happened, when it happened, and what steps you have already taken.
6. Await written acknowledgement - this will arrive within 3 business days of receipt.

Once we have acknowledged your complaint, a member of the team will review the details and contact you with either a resolution or a progress update. The Predict Street complaints email address is the single point of entry for all formal cases - do not send duplicate messages to multiple addresses, as this can slow down the review process.

What to Include in Your Message

The more detail you provide upfront, the faster we can investigate. Incomplete messages often require a follow-up request for basic information, which adds time to the process.

Before sending, check that your message contains all of the following.

• Your registered email address
• Account username or reference number
• Relevant transaction ID or market reference
• Date and time of the issue
• Clear description of what happened and what you expected to happen
• Any screenshots or supporting documents you have
• Your desired resolution

If your issue involves a crypto transaction, always include the on-chain transaction hash. This is the single most useful piece of information for tracing a deposit or withdrawal that has not been credited.

Response and Resolution Timelines

Understanding the standard timelines helps you know what to expect and when to follow up. The table below sets out each stage of the complaints process.

Predict Street's support response time is governed by our complaints procedure under Clause 15 of the Terms and Conditions, effective 27 March 2026. The 3-business-day acknowledgement window applies to all complaints received by email - it does not include weekends or public holidays in Gibraltar.

If you have not received an acknowledgement after 3 business days, check your spam folder first, then resend your original message with the same subject line.

Common Issues Our Team Can Help With

The table below covers the most frequent reasons users contact us, along with the typical cause and the first step to take in each case.

If your issue does not appear in the table above, email complaints@adipredictstreet.com with a description of the problem. Our team will route it to the appropriate reviewer.

Deposit and Withdrawal Issues

Transaction issues are the most common reason users contact support. In most cases, the problem can be identified quickly once we have the transaction hash and the relevant account details.

For a step-by-step breakdown of what to check when funds have not arrived, the steps for a deposit not credited case are set out in detail on our deposits page. For context on standard withdrawal processing times and the conditions that must be met before a request is approved, see our withdrawals page.

Note that transactions sent to a wrong address or on an incorrect network are irreversible on the blockchain. Our team will do everything possible to assist, but the Terms confirm that the Company bears no liability for user errors of this kind.

Account and Verification Problems

Most account restrictions are linked to identity verification. Before contacting us about a restricted account, make sure to complete your account verification - this resolves the majority of access issues without requiring a support ticket.

Common reasons an account may be restricted or suspended are listed below.

• KYC documents not yet submitted or still under review
• Document rejected - resubmit a valid, legible copy dated within 3 months (for address proof)
• Source of funds request pending - provide bank statements or payslips to compliance@adipredictstreet.com
• Account flagged under AML monitoring - respond to any information request promptly
• Multiple account rule triggered - only one account per user is permitted under the Terms
• Contact compliance@adipredictstreet.com for account-specific queries that are not complaint-related

If your account has been suspended and you are unsure of the reason, email compliance@adipredictstreet.com with your account reference. The compliance team handles all account-level investigations and will inform you of the next steps.

Market Settlement Disputes

Understanding how market resolution works before raising a dispute can clarify whether the outcome was determined correctly under the applicable Market rules.

Under Clause 5.4 of the Terms, the Company's determination of the outcome of any Event and the resulting settlement of Event Contracts is final and binding on all users, except in the case of manifest error. This means that disagreeing with the outcome of an Event is not, by itself, grounds for overturning a settlement.

If you believe a manifest error has occurred - for example, the wrong Resolution Source was applied or a technical error affected your position - you should email complaints@adipredictstreet.com with the market reference, the Event Contract ID, the date of settlement, and a clear description of the error you believe occurred.

Problems and Solutions

The four scenarios below cover the most common pain points users encounter. Each includes a checklist of steps to work through before or alongside contacting our team.

Something Is Not Working or Showing an Error

If a feature is unavailable or you are seeing an unexpected error, the issue is often temporary or related to your account status rather than a platform-wide fault.

Work through the checklist below before submitting a support request. Resolving one of these points often clears the issue immediately.

• Check your account status in Account - Settings for any alerts or restrictions
• Verify that your email address has been confirmed on your account
• Check for any pending verification or document requests in Account - Verification
• Clear your browser cache or try a different browser or device
• Check for any platform status announcements published on the site
• If the issue persists, email complaints@adipredictstreet.com with a description of the error, the page or feature affected, and the date and time it occurred

If the error relates to a specific transaction or market, include the relevant reference number in your message.

Checking the Status of Your Request

Once you have submitted a complaint or support request by email, the acknowledgement window is 3 business days. There is currently no automated status portal confirmed - to check the current status of your case, refer to the email thread with complaints@adipredictstreet.com.

If your case involves an account hold or AML review, status updates come from compliance@adipredictstreet.com. Check both inboxes, including spam folders, before following up.

• Check your email thread with complaints@adipredictstreet.com for the latest update
• For account holds, check correspondence from compliance@adipredictstreet.com
• Allow the full 3-business-day window before chasing an acknowledgement
• For verification status, check Account - Verification directly in your account
• If you have not received any response after 5 business days, resend your original message with the same subject line and reference number

Withdrawal or Deposit Is Delayed (Pending)

A pending deposit or withdrawal is almost always explained by one of a small number of causes. Working through the checklist below will usually identify the reason before you need to contact us.

For withdrawals, the standard processing window is up to 15 business days from the date of your request. This window may be extended by blockchain network congestion, a security review, or regulatory requirements - all of which are outside our direct control.

• Confirm that all KYC and AML verification requirements have been completed in Account - Verification
• Check that there are no open positions pending resolution that are holding your balance
• For deposits: confirm the correct blockchain network was used and that the required number of confirmations has been reached
• For withdrawals: verify that the wallet address you provided is correct and on the right network
• Check whether an AML hold has been placed - you will have received an email from compliance@ if so
• If the 15-business-day window has passed for a withdrawal, email complaints@adipredictstreet.com with your transaction reference, the date of the request, and the amount involved

What to Send When You Contact Support

Including the right information in your first message is the single most effective way to speed up resolution. Missing details are the most common reason a case takes longer than necessary.

Before sending, confirm your message contains each of the following items.

• Your registered email address
• Account reference or username
• Transaction hash (for deposit or withdrawal issues)
• Market reference or Event Contract ID (for market and settlement disputes)
• Date, time, and amount involved
• A clear description of the problem and any steps you have already taken

Escalating to the Gibraltar Licensing Authority

If your complaint has not been resolved through our internal process, you have the right to escalate to the Gibraltar Licensing Authority (GLA). Under Clause 9.3 of the Terms, the Company participates in the GLA's dispute resolution and complaints-handling scheme.

The full complaints procedure and governing law - including the exclusive jurisdiction of the Gibraltar courts - is set out on our legal page. These Terms are governed by the laws of Gibraltar, and any unresolved dispute falls under the jurisdiction of the Courts of Gibraltar.

Before escalating to the GLA, you must allow the internal complaints process to reach a conclusion or a point where no further progress is being made. The GLA will typically require evidence that the internal process has been exhausted.

Live Chat, Phone, and Other Channels

At this time, we cannot confirm the availability of live chat or telephone support from the information in our Terms and Conditions. To check whether these channels are currently available, visit the Support or Help section on the platform after logging in to your account.

If live chat or phone options are listed there, those details will reflect the most current availability. Email remains the confirmed and official channel for all complaints and compliance matters, and all formal communications should be sent in writing to ensure a clear record exists for your case.

FAQ