Financial Users Association, at the end of its latest assessment, highlighted that a broad range of investment platforms tied to the cryptocurrency sector remains accessible to consumers. The group noted several notable gaps in customer service, pointing to the fourth update of its mystery shopping report released this Monday. Mystery shopping is a method used by organizations to measure and improve service quality by simulating real customer experiences.
In this update, the association gave particular attention to Elche Bit2Me, commending the firm for delivering an active and efficient multi-channel service. The evaluation considered the quality of information provided to users and the effort to clearly warn about the risks associated with all products. Quick responses via phone, email, and chat within a 24 hour window were also highlighted as a strength.
On the other side, ASUFIN criticized Binance for lacking a direct phone support option, while noting that all other contact methods, including chat and email, were available. Crypto.com was observed to offer only business-related channels in English or Spanish, which could limit accessibility for some users, raising concerns about consistent service across languages. ASUFIN also underscored a perceived absence of clear risk messaging from Binance and other platforms regarding investments in cryptocurrencies, including Coinbase.
high commissions
In addition, the update noted changes in trading commissions within the crypto market. The reduction in certain trading fees is seen as a driver for increased transaction activity, yet deposits or withdrawals using credit cards continue to carry higher rates—substantially above those tied to digital wallet transfers. This dynamic invites ongoing scrutiny from investors and regulators alike.
ASUFIN stressed that despite a downturn in overall business volume for some platforms, several services have expanded. Areas such as payments, lending, custody of assets, and card services have grown, reflecting platforms’ attempts to diversify offerings beyond trading alone.
When surveying users of digital assets, ASUFIN reported that investor sentiment toward cryptocurrency prices remained mixed. While Bitcoin had seen a notable price increase in recent years, the majority of surveyed investors did not express improved confidence in the long-term profitability of crypto investments. A portion of respondents indicated worsened expectations, highlighting enduring uncertainty in the market.
Similarly, although crypto companies have expanded their asset bases, geographic reach, and customer bases, a significant share of respondents indicated that not all operations were fully active in the previous year. This finding points to uneven adoption patterns across countries and services, underscoring the need for ongoing transparency and enhanced customer safeguards within the industry.