I haven't heard of Bitnovo and there's a charge on my card

We understand how alarming it is to see a Bitnovo charge you don't recognize. Most likely, your card has been compromised and someone used it to buy cryptocurrencies on our platform without your permission.

What about the funds?

Cryptocurrency transactions are irreversible. If the purchase has already been processed and the cryptocurrencies sent, unfortunately Bitnovo cannot cancel the operation or issue a refund. Once the funds leave our platform and are confirmed on the blockchain, we no longer have control over them.

Urgent steps you must follow:

1. Contact your bank IMMEDIATELY:

   • Call your bank or card issuer right now to inform them about the charge.
   • Ask them to cancel your card to prevent further fraud.
   • Ask how to dispute fraudulent charges.

2. Contact Bitnovo Customer Support Center:

   • For us to thoroughly investigate the case, please contact our team.
   • We will ask for this information (without the full card number for your security!):
     • The first six and last four digits of the card.
     • Your full name.
     • The approximate date and time of the transaction.
     • Any other relevant charge details.

We will investigate the incident on our platform to collaborate with authorities if necessary and improve our security. Your quick action is key to protecting your finances.