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From: <admin@showfile.com>
To: "'Support'" <support@bitpanda.com>
References: <Y7Y7D7WGJGK@zendesk.com> <Y7Y7D7WGJGK_689d6e26bf28_8d15903808d_sprut@zendesk.com>
In-Reply-To: <Y7Y7D7WGJGK_689d6e26bf28_8d15903808d_sprut@zendesk.com>
Subject: RE: Bitpanda Support - Ticket-ID (3128105) - Is my crypto safe?
Date: Thu, 14 Aug 2025 07:57:31 +0100
Message-ID: <001301dc0ce8$b5db33e0$21919ba0$@showfile.com>
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Dear Leo,
Thank you for your answer.
In your opinion, is it safer to keep my assets on your platform or on an
external wallet?
How can I be sure that my crypto that is stored on your platform belongs to
me?
Vince
From: Team Bitpanda (Leo) (Support) <support@bitpanda.com>
Sent: 14 August 2025 06:04
To: vince@showfile.com
Subject: Bitpanda Support - Ticket-ID (3128105) - Is my crypto safe?
Please reply directly to this email
<https://cdn.braze.eu/appboy/communication/assets/image_assets/images/6877b16695156d0090404ef2/original.png?1752674661>
Your request (3128105) has been updated. To add additional comments, reply
to this email.
<https://bitpanda.zendesk.com/system/photos/21528279561884/Bitpanda_AppLogo_2025.png>
Team Bitpanda (Leo) (Bitpanda Support)
Aug 14, 2025, 07:03 GMT+2
Hello Vincent,
Thank you for reaching out to us with your inquiry. Security is our top
priority at Bitpanda, and we have implemented stringent measures to
safeguard your funds.
In the unlikely event of a hacking incident, Bitpanda's security systems are
designed to protect your assets, and any unauthorised access will be
promptly addressed. Furthermore, we continuously update our security
protocols to prevent and mitigate such events.
If you have any further inquiries, please do not hesitate to reach out to
us.
Best regards,
Team Bitpanda (Leo)
<https://support.bitpanda.com/> https://support.bitpanda.com
<https://bitpanda.zendesk.com/images/2016/default-avatar-80.png>
<mailto:vince@showfile.com> vince@showfile.com
Aug 13, 2025, 21:29 GMT+2
I am always being advised that, if your crypto is on an exchange, it doesn't
really belong to you. After trying and failing to transfer some coins to my
safe wallet, I am getting a bit worried about the security of my crypto
currency and Bitpanda. If makes sense for me to leave it on Bitpanda but is
it safe? Does it really belong to me and how can you prove that?
Bitpanda GmbH is a company incorporated in Austria with company registration
number FN 569240 v, and is authorised by the Austrian Financial Market
Authority (FMA) as a crypto-asset service provider under Regulation (EU)
2023/1114 (MiCAR).
The regulated service provider may vary depending on your location and the
product being offered. For more details, please see
<https://www.bitpanda.com/en/legal/legal-notice> here.
Address: Stella-Klein-Löw Weg 17
1020 Vienna | Austria
© 2025 Bitpanda | Bitpanda GmbH | All rights reserved.
[Y7Y7D7-WGJGK]
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lang=3DEN-GB link=3Dblue vlink=3Dpurple =
style=3D'word-wrap:break-word'><div class=3DWordSection1><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>Dear =
Leo,<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>Thank you =
for your answer.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>In your =
opinion, is it safer to keep my assets on your platform or on an =
external wallet?<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>How can I =
be sure that my crypto that is stored on your platform belongs to =
me?<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Vince<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><div =
style=3D'border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm =
0cm 0cm;font-size:pt'><p class=3DMsoNormal><b><span =
style=3D'font-family:"Calibri",sans-serif'>From:</span></b><span =
style=3D'font-family:"Calibri",sans-serif'> Team Bitpanda (Leo) =
(Support) <support@bitpanda.com> <br><b>Sent:</b> 14 August 2025 =
06:04<br><b>To:</b> vince@showfile.com<br><b>Subject:</b> Bitpanda =
Support - Ticket-ID (3128105) - Is my crypto =
safe?<o:p></o:p></span></p></div><p =
class=3DMsoNormal><o:p> </o:p></p><div align=3Dcenter><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
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style=3D'padding:0cm 0cm 0cm 0cm'><p class=3DMsoNormal =
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cellspacing=3D0 cellpadding=3D0 width=3D"100%" =
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style=3D'padding:0cm 0cm 0cm 0cm'><div align=3Dcenter><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
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style=3D'padding:0cm 0cm 0cm 0cm'><div align=3Dcenter><table =
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style=3D'width:100.0%;border-collapse:collapse'><tr><td =
style=3D'padding:0cm 0cm 0cm 0cm'><p class=3DMsoNormal align=3Dcenter =
style=3D'text-align:center'><img width=3D211 height=3D31 =
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=C2=AC =CD=8F =E2=80=87 =C2=AC =CD=8F =E2=80=87 =C2=AC =CD=8F =
=E2=80=87 =C2=AC =CD=8F =E2=80=87 =C2=AC =CD=8F =E2=80=87 =C2=AC =
=CD=8F =E2=80=87 =C2=AC =CD=8F =E2=80=87 =C2=ACAnti-phishing: =
EFFIE "><o:p></o:p></p></td></tr></table></div></div></td></tr><=
tr><td style=3D'padding:0cm 36.0pt 30.0pt =
36.0pt;word-break:break-word'><div><p class=3DMsoNormal =
style=3D'line-height:21.75pt;mso-line-height-rule:exactly'><span =
style=3D'font-size:13.5pt;font-family:Inter;color:#282828'><o:p> </o=
:p></span></p><p =
style=3D'line-height:21.75pt;mso-line-height-rule:exactly'><span =
style=3D'font-size:10.0pt;font-family:Inter;color:#444444'>Your request =
(3128105) has been updated. To add additional comments, reply to this =
email.<o:p></o:p></span></p><div style=3D'margin-top:18.75pt'><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
width=3D"100%" style=3D'width:100.0%;border-collapse:collapse'><tr><td =
width=3D"100%" style=3D'width:100.0%;border:none;border-top:dotted =
#C5C5C5 1.0pt;padding:11.25pt 0cm 11.25pt 0cm'><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
width=3D"100%" style=3D'width:100.0%;border-collapse:collapse'><tr><td =
width=3D40 valign=3Dtop style=3D'width:30.0pt;padding:0cm 11.25pt 0cm =
11.25pt'><p class=3DMsoNormal><img width=3D40 height=3D40 =
style=3D'width:.4166in;height:.4166in' id=3D"_x0000_i1026" =
src=3D"https://bitpanda.zendesk.com/system/photos/21528279561884/Bitpanda=
_AppLogo_2025.png"><o:p></o:p></p></td><td width=3D"100%" valign=3Dtop =
style=3D'width:100.0%;padding:0cm 0cm 0cm 0cm'><p =
style=3D'margin:0cm;line-height:13.5pt;mso-line-height-rule:exactly'><str=
ong><span =
style=3D'font-size:11.5pt;font-family:Inter;color:#1B1D1E'>Team Bitpanda =
(Leo)</span></strong><span =
style=3D'font-size:11.5pt;font-family:Inter;color:#1B1D1E'> (Bitpanda =
Support) <o:p></o:p></span></p><p =
style=3D'mso-margin-top-alt:0cm;margin-right:0cm;margin-bottom:11.25pt;ma=
rgin-left:0cm;line-height:18.75pt;mso-line-height-rule:exactly'><span =
style=3D'font-size:10.0pt;font-family:Inter;color:#BBBBBB'>Aug 14, 2025, =
07:03 GMT+2 <o:p></o:p></span></p><div =
style=3D'margin-top:11.25pt;margin-bottom:11.25pt'><p class=3DMsoNormal =
style=3D'line-height:16.5pt;mso-line-height-rule:exactly'><span =
style=3D'color:#2B2E2F'> <br>Hello Vincent,<br> <br>Thank you =
for reaching out to us with your inquiry. Security is our top priority =
at Bitpanda, and we have implemented stringent measures to safeguard =
your funds.<br> <br>In the unlikely event of a hacking incident, =
Bitpanda's security systems are designed to protect your assets, and any =
unauthorised access will be promptly addressed. Furthermore, we =
continuously update our security protocols to prevent and mitigate such =
events.<br> <br>If you have any further inquiries, please do not =
hesitate to reach out to us.<br> <br>Best regards,<br>Team Bitpanda =
(Leo)<br><a href=3D"https://support.bitpanda.com/"><span =
style=3D'color:#16764D'>https://support.bitpanda.com</span></a><br> =
<br> <br> <br> <o:p></o:p></span></p></div></td></tr></tab=
le></td></tr></table><p class=3DMsoNormal =
style=3D'line-height:21.75pt;mso-line-height-rule:exactly'><span =
style=3D'font-size:13.5pt;font-family:Inter;color:#282828'><o:p> </o=
:p></span></p><table class=3DMsoNormalTable border=3D0 cellspacing=3D0 =
cellpadding=3D0 width=3D"100%" =
style=3D'width:100.0%;border-collapse:collapse'><tr><td width=3D"100%" =
style=3D'width:100.0%;border:none;border-top:dotted #C5C5C5 =
1.0pt;padding:11.25pt 0cm 11.25pt 0cm'><table class=3DMsoNormalTable =
border=3D0 cellspacing=3D0 cellpadding=3D0 width=3D"100%" =
style=3D'width:100.0%;border-collapse:collapse'><tr><td width=3D40 =
valign=3Dtop style=3D'width:30.0pt;padding:0cm 11.25pt 0cm 11.25pt'><p =
class=3DMsoNormal><img border=3D0 width=3D40 height=3D40 =
style=3D'width:.4166in;height:.4166in' id=3D"_x0000_i1025" =
src=3D"https://bitpanda.zendesk.com/images/2016/default-avatar-80.png"><o=
:p></o:p></p></td><td width=3D"100%" valign=3Dtop =
style=3D'width:100.0%;padding:0cm 0cm 0cm 0cm'><p =
style=3D'margin:0cm;line-height:13.5pt;mso-line-height-rule:exactly'><str=
ong><span style=3D'font-size:11.5pt;font-family:Inter;color:#1B1D1E'><a =
href=3D"mailto:vince@showfile.com"><span =
style=3D'font-weight:normal'>vince@showfile.com</span></a></span></strong=
><span style=3D'font-size:11.5pt;font-family:Inter;color:#1B1D1E'> =
<o:p></o:p></span></p><p =
style=3D'mso-margin-top-alt:0cm;margin-right:0cm;margin-bottom:11.25pt;ma=
rgin-left:0cm;line-height:18.75pt;mso-line-height-rule:exactly'><span =
style=3D'font-size:10.0pt;font-family:Inter;color:#BBBBBB'>Aug 13, 2025, =
21:29 GMT+2 <o:p></o:p></span></p><div =
style=3D'margin-top:11.25pt;margin-bottom:11.25pt'><p =
style=3D'mso-margin-top-alt:11.25pt;margin-right:0cm;margin-bottom:11.25p=
t;margin-left:0cm;line-height:16.5pt;mso-line-height-rule:exactly'><span =
style=3D'color:#2B2E2F'>I am always being advised that, if your crypto =
is on an exchange, it doesn't really belong to you. After trying and =
failing to transfer some coins to my safe wallet, I am getting a bit =
worried about the security of my crypto currency and Bitpanda. If makes =
sense for me to leave it on Bitpanda but is it safe? Does it really =
belong to me and how can you prove =
that?<o:p></o:p></span></p></div></td></tr></table></td></tr></table></di=
v><p class=3DMsoNormal =
style=3D'line-height:21.75pt;mso-line-height-rule:exactly'><span =
style=3D'font-size:13.5pt;font-family:Inter;color:#282828'><o:p> </o=
:p></span></p><div align=3Dcenter><table class=3DMsoNormalTable =
border=3D0 cellspacing=3D0 cellpadding=3D0 width=3D"100%" =
style=3D'width:100.0%;border-collapse:collapse'><tr><td =
style=3D'padding:0cm 0cm 0cm 0cm'><div><div align=3Dcenter><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
width=3D600 style=3D'width:450.0pt;border-collapse:collapse'><tr><td =
style=3D'padding:0cm 0cm 0cm 0cm'><div><div align=3Dcenter><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
width=3D"100%" =
style=3D'width:100.0%;background:white;border-collapse:collapse'><tr><td =
valign=3Dtop style=3D'padding:0cm 0cm 15.0pt 0cm'><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
style=3D'border-collapse:collapse'><tr><td width=3D600 valign=3Dtop =
style=3D'width:450.0pt;padding:0cm 0cm 0cm 0cm'><table =
class=3DMsoNormalTable border=3D0 cellspacing=3D0 cellpadding=3D0 =
width=3D"100%" style=3D'width:100.0%;border-collapse:collapse'><tr><td =
style=3D'padding:0cm 12.0pt 24.0pt 12.0pt'><div align=3Dcenter><table =
class=3DMsoNormalTable border=3D1 cellspacing=3D0 cellpadding=3D0 =
width=3D568 =
style=3D'width:426.0pt;border-collapse:collapse;border:none'><tr><td =
style=3D'border:none;border-top:solid #E0E0E0 1.0pt;padding:0cm 0cm 0cm =
0cm'><p class=3DMsoNormal style=3D'line-height:0%'><span =
style=3D'font-size:1.0pt'> =
<o:p></o:p></span></p></td></tr></table></div></td></tr><tr><td =
style=3D'padding:0cm 36.0pt 24.0pt 36.0pt;word-break:break-word'><div><p =
align=3Dcenter =
style=3D'margin:0cm;text-align:center;line-height:12.75pt;mso-line-height=
-rule:exactly'><span =
style=3D'font-size:9.0pt;font-family:Inter;color:dimgray'>Bitpanda GmbH =
is a company incorporated in Austria with company registration number FN =
569240 v, and is authorised by the Austrian Financial Market Authority =
(FMA) as a crypto-asset service provider under Regulation (EU) 2023/1114 =
(MiCAR).<o:p></o:p></span></p><p align=3Dcenter =
style=3D'text-align:center;line-height:12.75pt;mso-line-height-rule:exact=
ly'><span style=3D'font-size:9.0pt;font-family:Inter;color:dimgray'>The =
regulated service provider may vary depending on your location and the =
product being offered. For more details, please see <a =
href=3D"https://www.bitpanda.com/en/legal/legal-notice" =
target=3D"_blank"><span =
style=3D'color:#282828'>here</span></a>.<o:p></o:p></span></p><p =
align=3Dcenter =
style=3D'text-align:center;line-height:12.75pt;mso-line-height-rule:exact=
ly'><span =
style=3D'font-size:9.0pt;font-family:Inter;color:dimgray'>Address: =
Stella-Klein-L=C3=B6w Weg 17<br>1020 Vienna | Austria =
<o:p></o:p></span></p><p align=3Dcenter =
style=3D'text-align:center;line-height:12.75pt;mso-line-height-rule:exact=
ly'><span =
style=3D'font-size:9.0pt;font-family:Inter;color:dimgray'>=C2=A9 2025 =
Bitpanda | Bitpanda GmbH | All rights =
reserved.<o:p></o:p></span></p></div></td></tr></table></td></tr></table>=
</td></tr></table></div></div></td></tr></table></div></div></td></tr></t=
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