24 Hour Support

Contact Us

Questions about funding, payouts, or your account. Our support team is available around the clock, and every complaint follows a clear, documented process from the moment you send it to the moment it is resolved.
24/7
Support Availability
9 Minutes
Avg. Response Time
2018
Supporting Traders Since
Email Support Join Discord
Get In Touch

Ways To Reach Us

Email
support@citytradersimperium.com
Available 24/7. Average response time is 9 minutes.
Live Chat
Available On The Website
Look for the chat icon at the bottom right of any page.
Discord
Join The Community
Real time support alongside other CTI traders.
Whatsapp
+971 50 595 6574
To text the CEO about a formal complaint.
Registered Entities

Our Offices

City Traders Imperium Limited

Company No. 15969, License No. L15969/CTI
  • Incorporated under the laws of the Comoros Union.
  • Registered Address: Hamchako, Mutsamudu, Autonomous Island of Anjouan, Comoros Union.
  • Operating Address: Edificio Faro, Oficina 4, Avenidas 12 y 14, Calle 12, Barrio Luján, San José, Costa Rica.
  • Provides skill assessment programmes and simulated demo trading services.

City Traders Imperium Academy

CTI FZCO, Company No. DSO FZCO 21340
  • Registered at Dubai Silicon Oasis, DDP, Building A1, Dubai, United Arab Emirates.
  • Provides structured educational trading courses.
Neither entity is a broker, dealer, exchange, or investment adviser, and neither accepts nor manages client deposits.

Check Our FAQs First

Many common questions about payouts, drawdown rules, and getting funded are already answered there, so you may find what you need without waiting on a reply.

Read FAQs
We Take Concerns Seriously

Complaints Process

We are committed to upholding the highest standards of integrity, compliance, and ethical conduct. If you have a concern, here is exactly what happens after you contact us.
If your complaint concerns a payment or refund, please first review our Refund Policy to confirm your eligibility. Many payment concerns can be resolved directly through our support team without the need for a formal complaint.
1

Submit Your Complaint

Send a detailed email to support@citytradersimperium.com with the subject line Formal Complaint, including your email address, a clear description of the issue, relevant dates, transaction references where applicable, and any supporting documents or screenshots.

2

Acknowledgement

We will acknowledge receipt of your complaint within 1 business day at the latest.

3

Investigation

Our compliance team investigates thoroughly. Most complaints are resolved within 2 business days. Complex matters may take up to 30 business days, and you will be kept informed throughout the process.

4

Resolution

You will receive a written response explaining the outcome, any action taken, and next steps if you remain dissatisfied with the resolution.

5

Escalation

If you are not satisfied with the resolution, you may request escalation to senior management by replying to the response email with Escalation Request in the subject line. Escalated complaints are reviewed within 5 business days.

How To Report Suspicious Activity, Fraud, or Impersonation

If you need to report an issue related to suspicious activity, impersonation, fraud, or any other matter requiring urgent attention, please send a detailed email to support@citytradersimperium.com with all relevant information to assist in a thorough review.

Please include in your report:

  • A description of the issue.
  • Screenshots or evidence where possible.
  • URLs of any suspicious websites or accounts.
  • The date and time the issue occurred.