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The service provided by Bitomat.com is owned by "Virtual Planet EOOD" (UIC/PIC 206282793), with its registered office at 28A Geo Milev St., 8th floor, Plovdiv, Central District, Bulgaria. If you have any questions, need assistance, or require additional information, users can contact the Bitcoin ATM team Bitcoin ATM several ways—via email at [email protected], by phone at +359 878 273 961, or via WhatsApp: +359 878 273 961.
2. For greater convenience and clarity, throughout the remainder of this documentation and in communications with users, Bitcoin ATMs / Bitomat.com will be collectively referred to as “Bitomat” or “Bitomats.” This facilitates understanding of the content and scope of the services provided, eliminating the need to repeat the full legal names.
3. It is important to note that Bitomat reserves the right to amend these Terms and Conditions at any time, and any such amendment will be posted on the website’s home page. In this way, all customers will be promptly informed of any updates or additions to the terms of use that may affect how Bitcoin ATMs operate or how the services offered are used.
4. Bitomat strictly complies with all regulatory requirements related to anti-money laundering (AML) and counter-terrorism financing (CTF). Our goal is to ensure full compliance with the law while protecting both our customers and the financial system as a whole from misuse for illegal purposes.
5. Our AML/CTF policy applies to all users who conduct cryptocurrency transactions through Bitomat.com. By initiating any transaction, the customer automatically accepts these rules and agrees to provide the necessary personal information and identification documents.
6. We strive to provide a fast, transparent, and easy verification process without compromising security or regulatory compliance. We maintain high standards to ensure a safe and legitimate environment for all platform participants.
Terms:
The following definitions of key terms are used within these Terms and Conditions:
7. A cryptocurrency unit (cryptocurrency) is a digital asset that may take the form of a coin, token, or other form of virtual currency. A characteristic feature of this type of asset is that their transactions are verified, recorded, and maintained through a decentralized network based on cryptographic algorithms, rather than through a central authority or regulator.
Cryptocurrencies have intrinsic value and are traded on unregulated financial markets; transactions can take place either through third-party intermediaries (brokers) or directly between participants.
Cryptocurrency pricing is determined entirely by market mechanisms operating within an unregulated market, without the involvement or influence of any central authority. In this regard, Bitomat.com (“Bitcoin ATM”) does not exert any influence over the value of the cryptocurrencies offered through our Bitcoin ATMs, nor is it responsible for their fluctuations.
8. Any reference to the term“Bitomat”should be interpreted as a direct and unambiguous reference to the Bitomat.com platform, as well as to the Bitcoin ATM devices operated and managed by it.
9. For all cryptocurrency exchange devices that are not owned or operated by Bitomat.com (“Bitomat”), the terms “cryptocurrency machine” or “crypto ATM” are used. These designations are applied to distinguish them from the official devices of Bitomat.com.
10. “Decentralized exchange” refers to cryptocurrency trading conducted through a decentralized exchange or via an over-the-counter (OTC) exchange based on the peer-to-peer (P2P) principle. This includes the exchange of digital assets between participants without the intermediation of a central operator or a regulated platform.
11. The terms “conventional currency” and “fiat currency” are used interchangeably in these General Terms and Conditions and refer to official means of payment issued and regulated by central banks and government regulatory authorities, including, but not limited to, the European Central Bank (ECB), the Bulgarian National Bank (BNB), and other similar institutions. This term should be understood to include currencies such as the euro (EUR), the Bulgarian lev (BGN), the U.S. dollar (USD), the Canadian dollar (CAD), the British pound (GBP), and other comparable national currencies.
12. “Transaction” means any action involving the transfer of a cryptocurrency asset, which includes sending or receiving funds to or from a specific cryptocurrency address on the relevant blockchain network.
13. “Order” means any request by a user to buy or sell cryptocurrency through Bitomat.com (“Bitomat”).
14. “Client”means any natural person, legal entity, or other legally competent person (including through their legal representatives) who uses Bitomat’s services to exchange cryptocurrency for fiat currency or vice versa—fiat currency for cryptocurrency.
15. “Address” or “crypto address” refers to a unique identifier within the relevant blockchain network that serves as a virtual location for receiving, storing, and sending a specific cryptocurrency.
16. KYC ( KnowYour Customer ) is a process for collecting information regarding the customer’s identity and the origin of their funds by scanning a valid identification document. This procedure is carried out in accordance with the Anti-Money Laundering Act (AMLA) and is intended to ensure legal compliance with requirements for the prevention of financial abuse.
Personal data collected as part of the KYC procedure is retained by Bitomat.com (“Bitomat”) for the entire duration of the business relationship with the customer, but for no less than 10 years, in accordance with applicable regulations. The processing and storage of this data is carried out in full compliance with data protection legislation, as well as with Bitomat’s obligations under Art. 3 and Art. 4, items 18 and 38 of the AML Act, reflecting the provisions of the applicable European Union Directives related to measures against money laundering and terrorist financing.
17. Bitomat hereby notifies its customers that, pursuant to Articles 3 and 4 of the Anti-Money Laundering Act (AMLA), Bitomat is required to implement measures for comprehensive customer due diligence. This includes:
“Bitomat” fulfills these obligations in accordance with national and European legislation, with a view to ensuring the legality, security, and transparency of Bitomat’s use.
Terms and procedures for cryptocurrency exchange
18. Bitomat.com (“Bitomat”) provides a service for exchanging value between fiat (conventional) currencies and cryptocurrencies. Pricing for this exchange is based entirely on market mechanisms and movements in financial markets, over which Bitomat.com / Bitomat has no control and cannot exert any influence.
The fees associated with transferring cryptocurrencies over blockchain networks depend on their current network congestion, and Bitomat.com / Bitomat informs users that it has no control over the amount of these fees.
In addition to network fees and the current market value of the cryptocurrency, Bitomat.com / Bitomat charges a commission for the exchange service provided. This commission is included in the final exchange price, which is displayed both on the Bitomat.com / Bitomat website and on the physical devices (Bitomats) available to users.
19. Bitomat exchanges cryptocurrencies for Bulgarian lev (BGN).
20. The range of cryptocurrencies that can be exchanged via the Bitomat.com (“Bitomat”) platform may be changed at the operator’s discretion. The current list of cryptocurrencies available for exchange is always publicly available both on the official website and on the screens of the physical Bitcoin ATMs to ensure transparency and keep users informed.
21. Bitomat.com (“Bitcoin ATM”) provides services to individuals who can verify their identity with a valid identification document, including: an ID card, a passport.
22. The service provided by Bitomat.com (“Bitomat”) enables every user to acquire a digital asset by buying or selling cryptocurrency units for Bulgarian levs (BGN) at an exchange rate calculated in real time at the time the transaction is executed.
The transaction date is determined as follows:
Payment of the amount in Bulgarian levs upon sale is made after receiving the required number of confirmations from the relevant blockchain network, confirming the successful receipt of the cryptocurrency.
23. In order to successfully purchase cryptocurrency units, the user must provide a valid cryptocurrency address to which they wish to receive the corresponding amount of digital assets.
The purchase of cryptocurrency via “Bitomat” is made exclusively in cash, by depositing Bulgarian levs (BGN) into the respective device.
24. To sell cryptocurrency units, the customer must generate an address for the respective cryptocurrency via the Bitomat.com website and send the requested amount from their cryptocurrency address to the generated address. Once the transaction is confirmed on the relevant blockchain network, the customer can withdraw the amount in Bulgarian levs from any Bitcoin ATM ATM connected to Bitomat.com.
Cryptocurrency can also be sold directly through a Bitcoin ATM. In this case, the customer must generate and print an address for the relevant cryptocurrency from the device, and then send the specified amount of the digital asset to that address. After successful receipt and confirmation by the blockchain, the customer can receive the equivalent amount in Bulgarian levs directly from the same device.
Bitomat.com (“Bitomat”) is not liable if a customer initiates a transfer to an incorrect address and the relevant cryptocurrency does not reach the Bitomat.com / Bitomat address.
25. Bitomat.com (“Bitomat”) shall not be liable in cases where the customer provides an invalid or incorrect cryptocurrency address for receiving funds. The platform expressly notifies its customers that any successfully completed transaction recorded in the blockchain ledger is irreversible and cannot be canceled, edited, or stopped.
Exceptions to this rule are extremely rare cases of technical incidents, such as hacker attacks against a specific blockchain network or the compromise of a specific address, which could lead to extraordinary intervention by the relevant technical protocols or network participants.
26.Bitomat.com (“Bitomat”) is not liable for incorrectly executed transactions resulting from a customer error. Cryptocurrency transfers are one-way and technically irreversible, meaning that once they are confirmed and recorded on the blockchain network, they cannot be canceled, modified, or reversed.
27. Bitomat.com (“Bitomat”) recommends that its users conduct transactions only to crypto wallets for which they personally possess the seed phrase (recovery phrase). This ensures full control over the funds.
The platform is not liable for transactions directed to addresses belonging to third parties or external platforms, including but not limited to exchanges, wallets, applications, or other service providers where the user does not have direct access to their wallet’s private keys.
28. Transactions must be made solely on your behalf. We do not execute transactions on behalf of third parties. In the event of suspected "money mulling" (a person acting on behalf of others), we will assign the highest risk level to the transaction and, if necessary, notify the relevant law enforcement authorities.
Exchange limits and information security policies
29. The minimum amount of cryptocurrency that can be purchased through the Bitomat.com service (“Bitomat”) is 5 leva.
The platform processes personal data only in the cases provided for by law, namely in accordance with Article 5, paragraph 2, item 4 of the Personal Data Protection Act (PDPA), as well as in compliance with the legal obligations arising from the provisions of the Anti-Money Laundering Act (AML Act).
30. The minimum amount of cryptocurrency that can be sold through the Bitomat.com service (“Bitomat”) is 10 leva.
Additionally, 10 leva is the minimum amount that Bitomat machines can dispense upon a successful sale.
Bitomat.com processes personal data only in the cases provided for in Article 5, paragraph 2, item 4 of the Personal Data Protection Act (PDPA), as well as in compliance with the regulatory requirements arising from the Anti-Money Laundering Act (AMLA).
31. Bitomat.com (“Bitomat”) does not impose any limits on the number of transactions a single person may perform within a given period of time. Every user has the right to use Bitomat’s services without any limits on the number of transactions, provided that applicable rules and regulatory requirements are observed.
32. Please be advised that Bitomat.com (“Bitomat”) is required to retain information about each of its customers in accordance with the requirements of the Anti-Money Laundering Act (AMLA) and applicable regulations. This obligation is part of the measures to ensure transparency and prevent abuse in the financial sector.
33. When processing and executing the requested exchange transactions, Bitomat.com (“Bitomat”) uses the data provided by the applicant in the form in which it was submitted. Bitomat is not liable for consequences arising from inaccurate, incorrect, or misleading data submitted by the customer.
34. In the event that a transaction exceeds certain limits or is classified as high-risk according to internal risk assessment rules, Bitomat.com (“Bitomat”) reserves the right to request documents from the customer verifying the origin of the funds. This requirement applies to both the purchase and sale of cryptocurrency.
If the documents provided are incomplete, unclear, or raise doubts about their authenticity, Bitomat.com may request additional clarification or evidence. If you refuse to cooperate or if the origin of the funds cannot be verified, the transaction will be classified as high-risk and will be rejected.
Disclaimer and Limitation of Liability for Bitomat.com (“Bitomat”)
35. Bitomat.com (“Bitomat”) shall not be liable for any technical difficulties or damages incurred as a result of:
36. Bitomat.com (“Bitomat”) shall not be liable for any actions or consequences arising from the use of the service on behalf of a customer who has voluntarily granted third parties access to their crypto wallet, or has failed to take the necessary measures to protect their computer equipment, software, or internet connection.
Each user is personally responsible for the security of their login credentials and is advised to use strong passwords and keep them confidential.
In addition, the client should be thoroughly familiar in advance with the nature of cryptocurrencies, as well as with the basic principles related to their purchase and sale, including market volatility, the irreversibility of transactions, and the need for accuracy when entering addresses and amounts.
37. Cryptocurrencies are high-risk financial assets whose value is extremely volatile and subject to significant market fluctuations. In this regard, any information published on the Bitomat.com platform (“Bitomat”) is for informational purposes only and should not be construed as investment advice, a recommendation, or financial intermediation.
Bitomat.com (“Bitomat”) is not liable for any financial losses incurred by users as a result of the purchase, sale, or holding of cryptocurrencies, regardless of whether such actions were carried out through Bitomat.com (“Bitomat”) or in connection with information provided by it.
38. Bitomat.com (“Bitomat”) shall not be liable for the quality, reliability, or terms of service of third-party intermediaries whose services customers may use in connection with the transactions described in these Terms and Conditions.
The responsibility for familiarizing oneself with the rules, policies, and terms and conditions of the relevant intermediaries lies entirely with the customer, who should review them independently before taking any action related to the use of such services.
Reservation of Rights and Restrictions on Use
39. Bitomat.com (“Bitomat”) reserves the right to make changes to the functionality, design, and the process for ordering the purchase and sale of cryptocurrencies, as well as the overall content and structure of Bitomat, including the Bitomat.com website, in order to improve the user experience, increase efficiency, and optimize the services provided.
40. Bitomat.com (“Bitcoin ATM”) reserves the right to refuse to execute a transaction in the event of circumstances that increase risk or conflict with applicable regulatory requirements. Such cases include, but are not limited to:
Every customer is subject to screening against international sanctions lists (e.g., UN, EU, OFAC, and other lists).
If a customer appears on such a list, Bitomat.com is required to refuse to process the transaction.
If it is determined that a customer falls into the category of politically exposed persons (PEPs), additional documentation may be required, as well as approval from the platform’s senior management.
In certain cases, the transaction may be definitively rejected if the risk is deemed excessive or the information provided is insufficient.
Terms and Conditions for Cryptocurrency Exchange Transactions
41. A transaction involving the purchase or sale of cryptocurrency is considered valid only if all the facts and circumstances expressly set forth in this section are present.
42. The customer should visit the Bitomat.com website or a physical device (Bitcoin ATM) located at a specific location.
43. The customer should clearly state their intention to buy or sell cryptocurrency.
44. The customer must specify the specific cryptocurrency they wish to purchase.
45. The customer must provide all required data and documents in accordance with Bitomat.com’s (“Bitomat”) Know Your Customer (KYC) policy.
46. The customer consents to the collection and processing of their personal data necessary for the fulfillment of the order placed, as well as for the fulfillment of Bitomat.com’s (“Bitomat”) legal obligations under Article 3 of the Anti-Money Laundering Act (AMLA).
47. The customer may, at their express request, consent to receiving unsolicited commercial communications, including advertising materials, promotional offers, and news related to the services of Bitomat.com (“Bitomat”).
48. The customer is personally responsible for verifying the accuracy of the cryptocurrency address provided by them to which the relevant amount is to be sent. Bitomat.com (“Bitomat”) is not liable for losses or incorrectly sent funds resulting from an incorrectly entered crypto address by the customer.
48. By confirming the order, the customer agrees to these General Terms and Conditions, which shall have the legal force of a written contract between the parties to the relevant transaction.
49. When purchasing cryptocurrency and after confirmation of the transaction on the relevant blockchain network, the customer may not exercise their right of withdrawal if they have provided an incorrect cryptocurrency address.
Since blockchain transactions are irreversible by their very nature, Bitomat.com (“Bitomat”) is not liable for any consequences resulting from an address entered incorrectly by the customer.
50. Any cryptocurrency address generated by the customer for the purpose of selling to Bitomat.com (“Bitomat”) is valid for a period of 10 minutes.
During this period, the cryptocurrency exchange rate remains fixed. After the 10-minute period expires, the system automatically applies the current market rate at the time of receipt of the funds, regardless of the initially displayed price.
51. Bitomat.com (“Bitomat”) does not charge a fixed service fee but applies a percentage-based commission that is included in the final price when buying or selling cryptocurrency.
The amount of this commission may change daily, depending on market conditions and the internal policy of Bitomat.com (“Bitomat”).
The customer is responsible for reviewing the current price and exchange terms for the cryptocurrency they have selected before confirming the relevant purchase or sale.
52. Bitomat.com (“Bitomat”) issues a receipt for every successful cryptocurrency purchase or sale.
The customer is required to retain the issued receipt as proof of the transaction, as it may be necessary in the event of disputes, technical difficulties, or for additional identification purposes.
53. After filling in the required information, providing a cryptocurrency address, and submitting the required documents, the customer should carefully review the entered information and ensure its accuracy.
The customer is responsible for any inaccuracies in the information provided.
54. The order is considered confirmed and signed by the customer by performing one of the following actions: clicking the “Send to the above address” button, scanning the QR code containing the customer’s address, or using another explicitly specified and applicable method on Bitcoin ATM itself.
These actions have the legal force of an electronic signature and are considered an expression of consent to the contents of the order.
55. When placing a purchase order, the customer is informed of the current market rate of the relevant cryptocurrency, as well as the estimated value of the upcoming purchase or sale.
The information provided is for informational purposes only and reflects the current market valuation at the time of the request.
56. When processing a purchase order, Bitomat.com (“Bitomat”) fulfills the customer’s request exactly and in full, including the cryptocurrency selected by the customer, as well as all data and order parameters entered.
The transaction is executed in accordance with the information provided by the customer, who is responsible for its accuracy.
57. The final price paid by the customer when buying or selling cryptocurrency through Bitomat.com (“Bitomat”) includes the following components:
- The face value of the selected cryptocurrency, calculated at the current exchange rate;
-. Transaction fees on the respective blockchain network, which may vary depending on its network congestion (also known as "gas fees");
-. A commission charged by Bitomat.com, which represents Bitcoin ATM’s profit from the specific transaction.
58. The customer has the right to cancel the purchase or sale of cryptocurrency under the following conditions:
- Before finalizing the order, while still entering the required information;
- By refusing to confirm the order, i.e., by failing to take action to finalize it;
- Once the order has been confirmed and processing has begun, the right of withdrawal expires due to the irreversible nature of blockchain transactions.
59. In certain cases, including but not limited to requirements arising from applicable laws and regulations, the conduct of an enhanced due diligence review under the Anti-Money Laundering Act (AMLA), or other circumstances—whether within or beyond Bitomat’s control— Bitomat.com (“Bitomat”) reserves the right to refuse to execute a given transaction.
In such a situation, Bitomat.com (“Bitomat”) is obligated to notify the customer in an appropriate manner and to refund the amount received from the customer, while reserving the right to deduct the transfer fees incurred, which may amount to up to 15% of the total amount, depending on the specific case, including network transaction fees, administrative, and technical costs.
60. The customer may track the current status of their order both through the relevant blockchain network and by directly contacting the Bitomat.com (“Bitomat”) team.
Inquiries can be sent via email to: [email protected], as well as by phone or WhatsApp at: +359 878 273 961, during business hours.
Customer service hours (GMT+3):
Monday – Friday: 10:00 AM – 8:00 PM
Saturday: 10:00 AM – 6:00 PM
61. The customer agrees and acknowledges that the execution of the transaction by Bitomat.com (“Bitomat”) depends directly on the speed and load of the relevant blockchain network, and that the platform is not liable for delays caused by technological or network factors beyond its control.
62. In the event of a problem with the execution of an order, the customer may contact the Bitomat.com (“Bitomat”) support team in one of the following ways:
Email: [email protected]
Phone / WhatsApp: +359 878 273 961
Customer Service Hours (GMT+3):
Monday – Friday: 10:00 AM – 8:00 PM
Saturday: 10:00 AM – 6:00PM
Refund Policy
63. Due to the irreversible nature of transactions on the blockchain network, Bitomat.com (“Bitomat”) has no technical or legal ability to cancel, reverse, or refund funds after an order has been fully executed and confirmed.
All cryptocurrency transactions are considered final.
64. If a customer has purchased cryptocurrency and it has been successfully transferred to their personal cryptocurrency address, they have the right to sell it back to Bitomat.com (“Bitomat”) at any time of the day or night.
The sale is conducted at the current market rate displayed on the Bitomat.com website or on the relevant device (Bitcoin ATM) at the time the transaction is executed.
65. If a customer sends cryptocurrency via a network other than the one specified in the order, the funds in question will, in most cases, be irretrievably lost.
Bitomat.com (“Bitomat”) is not liable for an incorrectly selected network when a customer sends crypto assets.
66. In accordance with its regulatory obligations under the Law on Measures Against Money Laundering and Terrorist Financing (ZMIP), Bitomat.com (“Bitomat”) reserves the right to conduct an extended comprehensive verification of each customer.
As part of this verification process, Bitomat.com (“Bitomat”) is legally required to request from the customer all necessary information and relevant documentation related to establishing the origin of the funds, as well as identifying their intended use.
67. Bitomat.com (“Bitomat”) has a legal obligation and reserves the right to notify the competent state authorities if there is reasonable suspicion that a customer is involved in a scheme related to money laundering, terrorist financing, or any other form of illegal activity carried out through the use of the services of Bitomat.com (“Bitomat”)
68. Following an extensive comprehensive review, Bitomat.com (“Bitomat”) reserves the right to refuse to execute a transaction at its discretion and where there are objective grounds for doing so.
In such a case, Bitomat.com (“Bitomat”) is required to refund the funds received to the customer by generating a unique withdrawal code, which is provided to the customer so that they may withdraw the amount in cash from one of the Bitomat machines located within the country.
Last updated March 21, 2025
