To apply for a ruling from OAFS (the Office of the Arbiter for Financial Services in Malta), you must have already completed OKX Europe's formal complaint process and received a Final Response Letter, and you must be dissatisfied with the outcome. Skipping OKX and going directly to OAFS will usually not be accepted. OAFS only handles cases involving OKX Europe Limited (the Malta-licensed entity), not OKX's global platform or entities in other regions. If your account is not contracted with OKX Europe Limited, this route does not apply.
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First confirm you have completed OKX's formal complaint process
OKX Europe's complaint process has two steps. The first step is to contact customer support (HelpDesk). If you are not satisfied with the support team's answer, or if you do not receive an adequate response within 30 business days after contacting support, you can submit a formal complaint.
There are three ways to file a formal complaint: the OKX Europe online complaint form, sending an email to
After OKX receives your complaint, it will confirm receipt within 5 business days and usually issue a Final Response Letter within 15 business days. If it cannot finish on time, it will inform you of a new timeline. This Final Response Letter will state the decision and, where applicable, tell you how to file a complaint with OAFS. If you have not received this letter, or if you only received a normal customer service reply rather than a Final Response Letter for a formal complaint, you have not yet reached the stage where you can apply for an OAFS ruling.
What you need to prepare before filing with OAFS
OAFS is Malta's out-of-court financial dispute resolution body. It handles complaints against Malta-licensed financial service providers. Its rules require complainants to first give the service provider a reasonable opportunity to review the issue before filing with OAFS. For OKX Europe users, this step is the formal complaint process described above.
OAFS complaints must be submitted in English or Maltese. The core documents you need to prepare include: the complaint letter or email you sent to OKX, OKX's Final Response Letter, and transaction records or communication screenshots that support your claim. OAFS's annual report clearly requires that both the complainant's complaint letter and the service provider's written response be included in the materials submitted to OAFS.
Filing a complaint requires a fee of 25 euros. If you withdraw the complaint before OAFS issues a ruling, or if both parties reach a settlement before the ruling, this fee will be fully refunded.
OAFS has already handled cases against OKX Europe Limited. A 2025 ruling shows that a user filed a complaint with OAFS because OKX rejected their fiat deposit without giving a clear explanation. OAFS accepted the case and held a hearing. This shows that the path for OKX Europe users to seek a ruling through OAFS works in practice.
Time limits and the effect of rulings
OAFS complaints have a time limit: complaints filed more than two years from the date you first became aware of the matter causing dissatisfaction will not be accepted. If your OKX complaint has been dragging on for a long time, you need to check this time window first.
OAFS rulings are legally binding on both parties. Either party may appeal to court within 20 days after receiving notice of the ruling. If no appeal is filed within 20 days, the ruling becomes final and cannot be appealed further. OAFS aims to issue rulings in most cases within 90 days after the hearing ends or after both parties submit their materials.
If your account is not with OKX Europe Limited
OKX Europe's complaint process page clearly states that this procedure applies to registered customers of OKX Europe Limited located in the EU or European Economic Area. OKX also has another European entity, OKX Europe Markets Ltd, whose complaint email and process are slightly different (a formal complaint can be filed if no adequate response is received within 15 business days after contacting support; the email is
Find the full name of the contracting entity in your account terms or legal documents page and compare it with OKX Europe Limited. If it does not match, the OAFS route will not work.
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References
- OKX·Formal Complaint Handling Process - OKX EEA, date: 2026-11-02
- OKX·Formal complaint handling process - OEM, date: 2026-11-02
- OAFS·Annual Report 2023, date: 2026-11-02
- OAFS·Decision ASF 309/2025 - UR vs OKX Europe Limited, date: 2026-11-02
- GTG Legal·Financial Service Providers and the Arbiter for Financial Services: A dive into Dispute Resolution, date: 2026-11-02
- OAFS·Strategic Plan 2025 - 2027, date: 2026-11-02
- Veritas Advisory·Fraud in Malta, date: 2026-11-02
