Contact Bitwala (formerly Nuri): Phone, Email, Customer Service Key Facts

• Customer service phone: +49 30 893 985 63
• Service hours: Monday-Friday, 9am-6pm
• Languages: French, English, Spanish
• Contact methods: Phone, Email, Mobile App, Live Chat

About Contact Bitwala (formerly Nuri): Phone, Email, Customer Service

Contact Bitwala (formerly Nuri): Phone, Email, Customer Service — Complete Guide 2026

Looking to contact Bitwala by phone, email, or chat? Formerly known as Nuri, this German neobank specializing in cryptocurrencies has had a turbulent history before being reborn under its original brand. In this comprehensive guide, we detail all the practical information for reaching customer service, as well as the offerings, pricing, security features, and much more. Whether you want to find the Bitwala phone number, understand Bitwala pricing, or simply learn how to open an account, you will find all the answers here.

It is important to note upfront that Bitwala does not offer a traditional phone number for customer service. All contact requests go through the mobile app and the online help center. We will explain in detail the different ways to reach an advisor throughout this article.

1. Background and history of Bitwala

The story of Bitwala is one of the most fascinating in the European fintech landscape. Founded in October 2015 in Berlin by Jörg von Minckwitz, Jan Goslicki, and Benjamin P. Jones, the company began as a blockchain-based payment services provider. In its early days, Bitwala enabled SEPA and SWIFT transfers by converting bitcoins or altcoins into more than twenty fiat currencies, reaching bank accounts in over two hundred countries worldwide.

This pioneering approach addressed a real need: facilitating international money transfers by bypassing traditional banking channels that were often expensive and slow. For many users, particularly those sending remittances to developing countries, Bitwala represented a practical alternative to traditional transfer services like Western Union or MoneyGram, with considerably reduced fees.

In January 2018, Bitwala faced its first major challenge when WaveCrest Holdings Ltd, its Gibraltar-based prepaid card provider, had its Visa license revoked by the Gibraltar Financial Services Commission for compliance failures. This event affected several crypto card issuers, including CryptoPay, TenX, and Wirex. For Bitwala, it was a clear signal that the business model needed rethinking.

In August 2018, Bitwala joined the European Fintech Alliance, marking its commitment to building a regulated European fintech ecosystem. In September 2018, the company raised four million euros from Earlybird and Coparion, two prominent venture capital firms. The following month, a strategic partnership with solarisBank, the Berlin-based banking-as-a-service platform, was announced.

In November 2018, Bitwala relaunched with what it described as the first regulated blockchain banking solution in Europe, combining Bitcoin and euro deposits in a single German bank account hosted by solarisBank. This innovation earned it significant international media coverage and attracted investor attention.

In July 2019, the company closed a Series A funding round of thirteen million euros led by Sony Financial Ventures and NKB Group, with participation from Earlybird and Coparion. This funding enabled Bitwala to accelerate its European expansion and enrich its product offerings.

By early 2021, Bitwala had over 200,000 clients across 32 European countries and was described as the third-largest neobank in Germany. Growth was impressive, but the leadership team felt a repositioning was necessary to reach a broader audience beyond cryptocurrency enthusiasts alone.

In May 2021, Bitwala rebranded as Nuri, adopting a generalist neobank positioning with a strong crypto component. The company employed approximately 250 people and was pursuing its own banking license. The name change was accompanied by an app overhaul and an ambitious marketing strategy targeting European millennials interested in investing.

Unfortunately, the 2022 crypto bear market hit Nuri hard. The successive collapse of Terra/Luna, the bankruptcy of Celsius Network — with which Nuri had a partnership for its crypto savings product — and the broader crisis of confidence in the crypto ecosystem created a toxic combination. On August 9, 2022, Nuri filed for insolvency with the Berlin court, citing liquidity difficulties. The company noted, however, that client funds deposited with solarisBank were not affected by the insolvency proceedings.

Operations ceased in October 2022, and Nuri's client base was transferred to Vivid Money, another Germany-based neobank. This was one of the first major fintech crypto insolvencies in Germany, affecting approximately 500,000 clients.

But the story doesn't end there. In November 2023, the company was reborn under its original name, Bitwala, in partnership with Striga, an Estonian white-label banking and crypto services provider, a subsidiary of Lastbit. Through Striga, Bitwala obtained a compliant infrastructure for crypto trading and card issuance without the regulatory burden of a full banking license.

In February 2024, Bitwala closed its first post-relaunch funding round with Blockchain Founders Fund, increasing its valuation from 3.5 million to over 5 million euros. In mid-2024, the company launched the BWALA token via the Tokenize.it platform, offering tokenized shares of Bitwala GmbH starting at 50 euros per token. By early 2026, over two million euros had been invested by more than 70 investors in this innovative offering.

Today, Bitwala GmbH is registered in Berlin (HRB 234888 B, Amtsgericht Charlottenburg), with Dennis Daiber as CEO and Jan Goslicki, co-founder, as CXO. The company operates in 29 countries of the European Economic Area and offers a product portfolio centered on crypto with solid banking integration.

2. Bitwala offerings and pricing

Understanding Bitwala pricing and Bitwala fees is essential before opening an account. Since its relaunch in 2023, Bitwala has adopted a transparent and competitive fee structure. Here is a detailed overview of the available offerings.

Opening a Bitwala account is completely free. There are no monthly account maintenance fees, positioning Bitwala among the accessible neobanks. Registration is done exclusively through the mobile app, with an identity verification process (KYC) that complies with European regulations.

The Bitwala Visa card comes in two versions:

• Virtual card: €0.99 (one-time creation fee). Available immediately in the app, it enables online payments and digital wallet transactions.
• Physical card: €9.99 (one-time order fee). Shipping costs are additional: €4.99 for tracked delivery (3 to 6 business days) or €14.99 for express delivery (1 to 3 business days).

A free Bitwala card does not exist as such, since a small one-time fee applies, but there is no monthly subscription tied to the card. This is a common model among crypto-oriented neobanks that prefer to monetize transactions rather than subscriptions.

Regarding crypto transaction fees, Bitwala charges a 1% commission on purchases and sales of Bitcoin, Ethereum, and USDC. This rate is competitive compared to many exchange platforms, although it remains higher than fees charged by pure exchanges like Binance or Kraken. The advantage lies in the banking integration: you can buy crypto directly via SEPA transfer without going through a third-party exchange.

ATM withdrawals are possible wherever Visa is accepted. Withdrawal fees depend on the network and location, but Bitwala does not charge additional fees on its end for standard withdrawals. The Bitwala withdrawal limit is configurable in the app, allowing you to customize limits to your needs. Similarly, the Bitwala payment limit can be adjusted directly from the mobile client area.

For those looking to increase their Bitwala limits, the process is done entirely through the app. You can adjust your daily and monthly spending limits in a few clicks, within the limits allowed by your verification level.

International transfers via Bitwala are possible through the SEPA network for euro transfers within the EEA. Incoming and outgoing SEPA transfers are available, with processing times generally of one to two business days. The standard Bitwala SEPA transfer time complies with European standards. Instant SEPA transfers are not explicitly mentioned in the current documentation, suggesting that only standard SEPA transfers are available at this time.

Regarding the Bitwala BIC SWIFT, transfers are processed through the infrastructure of banking partner Striga. The Bitwala RIB (bank account details) associated with your account is provided in the app. It is important to note that Bitwala provides a foreign IBAN (not French), typically an Estonian or Lithuanian IBAN depending on the banking partner. This means that a French IBAN is not available from Bitwala, which may cause issues for certain direct debits or automatic transfers in France.

In terms of crypto loans, Bitwala offers loans backed by crypto collateral. You can borrow euros by depositing your Bitcoin or Ethereum as collateral, without having to sell your digital assets. Exact terms (interest rates, collateralization ratio, duration) are available in the app.

The BWALA token represents a unique offering on the market: it allows investing in the equity of Bitwala GmbH starting at 50 euros. Each token represents a share of the company with dividend rights on profits and in the event of an exit. It is an innovative form of crowdinvesting that democratizes startup investing.

Currently, Bitwala does not offer a cashback program on card payments, nor a structured referral program. However, these features could be introduced as the platform matures. Similarly, there is no welcome offer from Bitwala at present, unlike the Nuri era when a €10 bonus was offered upon account opening.

3. Bitwala features

The Bitwala mobile app is the heart of the user experience. Available on iOS and Android, it concentrates all the platform's features in a clean, modern interface. All operations are carried out through this app, including contacting customer service.

The self-custodial wallet is Bitwala's flagship feature. Unlike most crypto neobanks that hold the private keys to your digital assets, Bitwala gives you full control of your Bitcoin private keys. This means you are the sole owner of your bitcoins — Bitwala cannot seize them, freeze them, or access them without your authorization. This is the fundamental principle of "not your keys, not your coins" applied within a user-friendly banking framework.

Bitwala's wallet system eliminates the need for a traditional seed phrase, significantly simplifying the user experience while maintaining the self-custody principle. This technical innovation is one of Bitwala's main differentiators on the market.

The Bitwala Visa card allows you to spend your cryptocurrencies like cash. Whether in-store, online, or at ATMs, everywhere Visa is accepted, your Bitwala card works. Crypto-to-euro conversion occurs automatically at the time of payment, at the market rate. You can choose to pay from your euro balance or directly from your Bitcoin, Ethereum, or USDC holdings.

The Bitwala account dashboard integrated into the app provides an overview of your accounts, transactions, and investments. You'll find your complete transaction history, crypto wallet details, and bank card settings.

Regarding Apple Pay and Google Pay, compatibility with these digital wallets depends on the app version and region. The virtual card can be added to compatible digital wallets, enabling contactless payments from your smartphone.

Crypto trading is integrated directly into the app. You can buy and sell Bitcoin, Ethereum, and USDC via a simple SEPA transfer. The trading interface is designed to be accessible to beginners while providing the information needed by more advanced users: price charts, price history, and price alerts.

To open a Bitwala account, the process is entirely digital:

• Download the Bitwala app from the App Store or Google Play Store.
• Create an account with your email address.
• Complete the identity verification (KYC) with a valid identity document.
• Once verified, your account is active and you can start using the services.

The process typically takes between five and fifteen minutes, depending on how quickly identity verification is completed. Bitwala accepts residents of the 29 countries of the European Economic Area, which includes France, Belgium, Luxembourg, and Switzerland (under certain conditions).

To close a Bitwala account, the procedure is also done through the app or by contacting support. It is recommended to withdraw all your funds and cryptocurrencies before requesting closure. To update your bank details on Bitwala — that is, to update your external bank details for transfers — this is managed in the app settings as well.

Bitwala offers the ability to set custom limits for card transactions, withdrawals, and transfers. These settings can be modified in real time from the app, providing full control over your money management.

The app also features real-time notifications for each transaction, expense tracking by category, and the ability to instantly freeze or unfreeze your card when needed. These security and management features help make Bitwala a modern and comprehensive banking solution for crypto-oriented users.

4. Bitwala's additional services

Beyond its core banking and crypto services, Bitwala offers several complementary services that enrich the platform's ecosystem and set it apart from other neobanks.

The crypto-backed loan service allows Bitcoin or Ethereum holders to borrow euros without having to sell their digital assets. The principle is simple: you deposit your cryptocurrencies as collateral and receive a loan in euros to your account. If the value of your collateral drops below a certain threshold, a margin call is triggered. This service is particularly attractive for long-term investors who want to access liquidity without triggering taxable capital gains.

The BWALA token represents one of Bitwala's most original innovations. Launched in mid-2024 via Tokenize.it, this equity token allows anyone to invest in Bitwala GmbH starting at 50 euros. Each token represents a 1:1 share of the company's capital and confers dividend rights. With over 2 million euros raised from more than 70 investors by early 2026, this initiative demonstrates public interest in an equity-based crowdfunding model via blockchain.

For professional users looking for a Bitwala business account, it is important to note that Bitwala currently focuses on personal accounts. A Bitwala business banking offering is not yet available, and products aimed at micro-entrepreneurs or auto-entrepreneurs are not part of the current catalog. This represents a limitation for freelancers and self-employed workers who would like to use Bitwala as a professional bank account.

The question of foreign transaction fees is particularly relevant for travelers and expatriates. The Bitwala Visa card can be used worldwide, and payments in foreign currencies are generally subject to standard Visa network fees. Bitwala positions itself as an interesting solution for international payments, although exact fees may vary depending on the currency and country.

Free ATM withdrawals depend on the specific conditions of the ATM network used. Bitwala does not charge additional fees on its end for most withdrawals, but the ATM operator may apply its own fees. It is recommended to check the conditions in the app before each significant withdrawal.

In terms of upcoming services, Bitwala indicated in its 2024 pitch deck that it intends to develop new features, including the integration of additional cryptocurrencies, improved crypto savings services, and potentially more advanced trading features. The development of a more comprehensive online banking offering is on the roadmap, with the ambition of becoming a true financial super-app blending traditional and decentralized finance.

Bitwala is also exploring premium cards, which could offer benefits like cashback, travel insurance, and higher spending limits. While these features have not yet been deployed, they demonstrate the company's ambition to position itself as a comprehensive European neobank.

For users interested in DeFi (decentralized finance), Bitwala's self-custodial wallet provides a solid foundation. Although the app does not yet offer direct integration with DeFi protocols, the ability to control your own private keys opens the door to future interactions with the decentralized ecosystem.

5. Bitwala security

Bitwala account security is a crucial topic, especially since the platform manages both euro funds and cryptocurrencies. Bitwala has implemented multiple layers of protection to ensure the security of accounts and user funds.

Two-factor authentication (2FA) is a central element of the platform's security. Each login and every sensitive transaction requires additional verification, whether via a code sent by SMS, a push notification in the app, or a code generated by an authenticator app. This additional security layer protects against unauthorized access even in the event of password compromise.

Bitwala's self-custodial wallet is itself a fundamental security measure. Since users retain control of their private keys, Bitcoin funds are not vulnerable to a hack of the platform itself. Even in the event of Bitwala's bankruptcy — as the Nuri episode demonstrated — users' bitcoins remain their exclusive property and are not part of the bankruptcy estate.

End-to-end encryption protects communications between the app and Bitwala's servers. All sensitive data — personal information, transaction details, encryption keys — are stored securely and in compliance with the EU's General Data Protection Regulation (GDPR).

For a forgotten PIN code, the reset procedure is integrated into the app. You can request a new PIN through the identity verification process, which typically involves confirming your identity via an alternative method (email, phone, biometric verification). It is recommended to never share your PIN and to change it regularly.

In case of a lost card or stolen card, the card blocking procedure is immediate and done directly in the app. You can freeze your card with a single click from the main screen, preventing any fraudulent transactions. To report a lost card, contact support through the app to initiate a card replacement. There is no dedicated phone line for card opposition — everything is done via the app.

The partnership with Striga, the banking and crypto infrastructure provider, means that euro funds are held at regulated financial institutions within the EU. While the exact details of the deposit protection scheme depend on the underlying banking partner, funds are generally protected in accordance with applicable European regulations.

Bitwala applies strict KYC (Know Your Customer) and anti-money laundering (AML) procedures during registration and for certain operations. Identity verification is mandatory and uses facial recognition and document verification technologies to ensure the authenticity of the information provided.

In terms of transaction monitoring, Bitwala uses automated fraud detection systems that monitor suspicious activities in real time. If an unusual transaction is detected, it may be temporarily blocked pending verification with the user. These mechanisms protect both individual users and the overall integrity of the platform.

It is important to emphasize that, as with any digital financial service, security is a shared responsibility. Bitwala recommends that users keep their app updated, use unique and complex passwords, enable all available security features, and never share their credentials with third parties.

6. Bitwala customer service

Customer service is often the main friction point for neobanks, and understanding how to contact Bitwala is essential for current and potential users. Here is a comprehensive guide to the different methods for reaching Bitwala customer service.

Important to know: Bitwala does not have a traditional customer service phone number. There is no Bitwala phone number to call to reach an advisor. If you are looking for a Bitwala phone number or Bitwala telephone, you will not find a dedicated phone line. This approach is consistent with the neobank's 100% digital model.

To contact Bitwala by phone, the answer is that you need to go through the app. A free Bitwala number or toll-free Bitwala number does not exist. Similarly, the question of a non-premium-rate Bitwala number is moot since no phone number is offered at all. This absence applies to all phone-related queries — the answer is always the same: contact is made via the app.

Regarding Bitwala emergency numbers: in case of emergency (card theft, fraudulent transaction), the best action is to open the app and freeze your card immediately, then contact support via the integrated chat by selecting the "emergency" category.

For professionals looking for a Bitwala business phone line: Bitwala does not offer a dedicated professional phone line. All support, whether for personal or any potential business accounts, goes through digital channels.

Here are the actually available contact methods:

• In-app chat: The integrated chat within the app is the primary support channel. Accessible from the "Help" or "Support" tab of the app, it allows you to send a message to the support team and receive a response generally within a few hours to one business day.
• Contact email: Bitwala provides a support email address accessible from its online help center (support.bitwala.com). You can send an email describing your issue and receive a response by return email.
• Online help center: The support.bitwala.com website offers a comprehensive knowledge base with detailed articles covering most frequently asked questions (FAQ). Before contacting support, it is recommended to consult this resource, which can resolve many common issues.
• Social media: Bitwala is present on Twitter/X, Instagram, and LinkedIn. While these channels are not designed for technical support, they can be used for general questions or to flag an urgent issue.

To reach a Bitwala advisor: the best approach is to use the in-app chat, clearly describing your request. If you wish to call Bitwala customer service, remember that contact is exclusively via the app, not by phone.

For Bitwala phone contact, the answer remains the same: Bitwala is a 100% digital neobank that has chosen to focus its support resources on digital channels. This choice, common to many neobanks (N26, Revolut, etc.), helps reduce costs and provides traceable, documented support.

If you want to speak to a real Bitwala advisor, the live chat in the app is your best option for interacting with a human agent.

The Bitwala complaints service is accessible through the same support channel in the app. For formal complaints, it is recommended to send a detailed email describing the issue, the relevant transaction references, and the desired outcome. Bitwala is required to respond to complaints within the timeframes prescribed by European regulations.

Regarding Bitwala customer service hours, chat and email support is generally available during European business hours (Monday through Friday). Requests sent outside these hours are processed on the next business day. The online knowledge base is accessible 24/7.

For the question about a nearby Bitwala branch: Bitwala has no physical branches. It is an entirely online neobank, with no counters or offices open to the public. All operations, from account opening to customer support, are done remotely via the mobile app.

7. Customer reviews of Bitwala

Bitwala customer reviews are a valuable indicator of the quality of service offered by the neobank. On Trustpilot, Bitwala has over 2,300 reviews, which constitutes a significant sample for evaluating the overall user experience.

Positive reviews regularly highlight several aspects of Bitwala:

• Ease of use: Many users praise the intuitive app interface, which makes buying and selling cryptocurrencies accessible even for newcomers. The registration process is often described as quick and frictionless.
• The self-custody concept: Knowledgeable users particularly appreciate having control over their own private keys, a rare feature among crypto neobanks. This point is frequently cited as Bitwala's main competitive advantage.
• Fee transparency: The clear fee structure and absence of monthly subscriptions are regularly praised. Users appreciate knowing exactly how much each operation costs.
• The story of resilience: The fact that Bitwala survived insolvency proceedings and came back stronger is viewed positively by some users who see it as a sign of determination and solidity.

Negative reviews and areas for improvement mentioned include:

• Limited customer support: The absence of phone support and sometimes long response times are the most frequent criticisms. Several users express frustration at not being able to speak directly with an advisor in case of an urgent problem.
• Limited features compared to the Nuri era: Some former Nuri users regret the disappearance of certain features like the complete German bank account with a DE IBAN, the crypto savings product (Nuri Pots), and deeper banking integration.
• Non-German IBAN: Since the relaunch with Striga, the IBAN provided is no longer a German DE IBAN but an Estonian or Lithuanian one, which can cause difficulties for some users accustomed to the German IBAN from the solarisBank era.
• Limited number of cryptocurrencies: With only Bitcoin, Ethereum, and USDC supported, Bitwala lags behind platforms like Revolut or Trade Republic that offer a much wider range of digital assets.
• Insolvency history: Despite the successful comeback, some users remain wary due to the Nuri episode and hesitate to entrust significant amounts to the platform.

Ratings on app stores (App Store and Google Play) provide a complementary perspective. The app receives mixed ratings, with praise for the interface design and criticism for certain technical bugs and occasional slow support.

On specialized crypto forums like Reddit and BitcoinTalk, discussions about Bitwala are generally positive, especially regarding the self-custody model. Technical users appreciate the platform's philosophy, even if they want to see more advanced features like Lightning Network support or DeFi protocol integration.

Online neobank comparison sites generally give Bitwala a rating between 2.5 and 3.5 out of 5, reflecting a platform in rebuilding mode that still has a way to go to compete with market leaders but offers a unique value proposition with its self-custody model.

In summary, customer reviews of Bitwala paint the picture of a neobank with a distinctive value proposition (self-custody crypto + Visa card) but one that still needs to work on expanding its services, improving customer support responsiveness, and enriching its ecosystem to fully satisfy its users. Contact via the app remains a friction point for those who prefer the phone, but this is a trend across the neobank sector as a whole.

8. Comparison of Bitwala with N26, Vivid Money, and Trade Republic

To better understand Bitwala's positioning in the market, let's compare it with three direct competitors based in Germany: N26, Vivid Money, and Trade Republic. This comparison covers the key aspects that matter to consumers: banking offerings, trading, fees, security, and customer support.

Bitwala vs N26

N26 is the best-known German neobank internationally, with over 8 million clients in 24 countries. It holds a full banking license issued by the ECB, which fundamentally differentiates it from Bitwala, which operates through a banking partner (Striga).

• Banking offering: N26 offers a complete checking account with a German IBAN (DE), sub-accounts (Spaces), instant transfers, and a wide range of cards (free Standard, Smart, You, Metal). Bitwala, by comparison, provides a foreign IBAN and focuses more on crypto than traditional banking services.
• Crypto trading: N26 introduced cryptocurrency trading (N26 Crypto) with a selection of over 200 digital assets through a partnership with Bitpanda. However, N26 retains custody of the crypto — you do not have access to your private keys. This is where Bitwala differentiates radically with its self-custodial wallet.
• Fees: The N26 Standard account is free, while premium plans range from €4.90 to €16.90 per month. Bitwala has no monthly fees but charges for the card (€0.99 or €9.99). Crypto trading fees are comparable (approximately 1% at Bitwala, variable at N26).
• Customer support: N26 offers support via chat, email, and for premium clients, by phone. Bitwala only offers chat and email via the app.
• Verdict: N26 is superior for daily banking services and the breadth of its offering. Bitwala is preferable for crypto users who value self-custody and do not want to entrust their private keys to a third party.

Bitwala vs Vivid Money

Vivid Money is particularly interesting in this comparison because it is the neobank that took on Nuri's clients during the 2022 insolvency. Based in Berlin and also operating through solarisBank, Vivid Money positions itself as a financial super-app with a focus on cashback and investing.

• Banking offering: Vivid Money offers a checking account with a German IBAN, up to 15 sub-accounts (Pockets), instant transfers, and a metal Visa card for premium subscribers. Vivid's banking offering is significantly more comprehensive than Bitwala's current offering.
• Trading and investing: Vivid allows investing in fractional shares, ETFs, commodities, and cryptocurrencies (over 50 assets). The trading offering is therefore much broader than Bitwala's (only 3 cryptocurrencies). However, Vivid does not offer crypto self-custody.
• Cashback: One of Vivid's major strengths is its cashback program, offering up to 25% at certain partners and 0.1% to 1% on all purchases (depending on the subscription). Bitwala does not currently offer cashback.
• Fees: Vivid Standard is free, Vivid Prime costs €9.90 per month. Crypto trading fees are competitive at both providers.
• Customer support: Vivid offers in-app chat and email support, similar to Bitwala. Neither offers standard phone support.
• Verdict: Vivid Money is more versatile with its complete banking offering, diversified investments, and cashback. Bitwala appeals to crypto purists with its self-custody and Visa card for spending Bitcoin directly.

Bitwala vs Trade Republic

Trade Republic is the most popular online broker in Germany and has expanded its offering with banking services, moving closer to the neobank concept. With over 4 million clients, it is a heavyweight in the sector.

• Banking offering: Trade Republic now offers an interest-bearing checking account (with interest on uninvested balances), a German IBAN, and a Visa card with cashback in the form of investments. The banking offering is more mature than Bitwala's.
• Trading: This is Trade Republic's strong point, with access to over 10,000 stocks and ETFs commission-free (€1 per order), over 50 cryptocurrencies, automatic investment plans, and derivative products. Bitwala is very limited in comparison with only 3 cryptocurrencies and no access to stock markets.
• Crypto: Trade Republic offers over 50 cryptocurrencies but without self-custody — crypto is held by Trade Republic. Bitwala offers self-custody for Bitcoin, which is a significant advantage for users concerned about the security and sovereignty of their assets.
• Fees: Trade Republic is extremely competitive with a nearly free model (€1 per order, €0 for investment plans). Bitwala charges 1% per crypto transaction.
• Customer support: Trade Republic offers email and chat support, with response times that are sometimes criticized. Neither offers easily accessible phone support.
• Verdict: Trade Republic is superior for diversified investing (stocks, ETFs, crypto) and offers a better overall value proposition. Bitwala remains relevant for Bitcoin maximalists who want self-custody and the ability to spend their BTC on a daily basis.

Summary comparison table

• IBAN: N26 = DE (German) | Vivid = DE (German) | Trade Republic = DE (German) | Bitwala = EE/LT (foreign)
• Free card: N26 = Yes (Standard) | Vivid = Yes (Standard) | Trade Republic = Yes | Bitwala = No (€0.99 - €9.99)
• Cryptocurrencies: N26 = 200+ | Vivid = 50+ | Trade Republic = 50+ | Bitwala = 3 (BTC, ETH, USDC)
• Crypto self-custody: N26 = No | Vivid = No | Trade Republic = No | Bitwala = Yes (Bitcoin)
• Stocks/ETFs: N26 = No | Vivid = Yes | Trade Republic = Yes | Bitwala = No
• Cashback: N26 = Yes (premium) | Vivid = Yes | Trade Republic = Yes (Saveback) | Bitwala = No
• Phone support: N26 = Yes (premium) | Vivid = No | Trade Republic = No | Bitwala = No
• Own banking license: N26 = Yes | Vivid = No (solarisBank) | Trade Republic = Yes | Bitwala = No (Striga)

In conclusion of this comparison, Bitwala occupies a very specific niche in the neobank market: that of the self-custodial crypto bank. Its unique value proposition — full control of your Bitcoin private keys combined with a Visa card to spend your crypto daily — has no direct equivalent among its competitors. However, for daily banking services, diversified investing, or cashback, the alternatives are objectively more complete.

9. Case studies: Bitwala in practice

To illustrate the practical use of Bitwala in different contexts, here are three representative case studies of typical user profiles.

Case study #1: Sophie, French freelancer in Berlin

Sophie is a 32-year-old freelance graphic designer who has been based in Berlin for three years. She invoices her clients in euros but is increasingly interested in Bitcoin as a store of value. She is looking for a simple solution to buy Bitcoin regularly and hold it securely, without the complexity of traditional exchanges.

Sophie chose Bitwala for several reasons. First, account opening was fast: in less than ten minutes, her identity was verified and her account was active. Second, the ability to buy Bitcoin directly via SEPA transfer from her Bitwala account significantly simplifies the process compared to a traditional exchange where you first need to transfer funds, then place a buy order.

But most importantly, what convinced Sophie was the self-custodial wallet. As someone who witnessed the collapse of FTX from a distance but had friends who were affected, she absolutely wants to control her own private keys. With Bitwala, she knows her bitcoins truly belong to her and that no intermediary can freeze or lose them.

Sophie also uses the Bitwala Visa card for her daily expenses, sometimes paying directly in Bitcoin for her online purchases. She appreciates the instant notification for each transaction and the ability to check her crypto wallet and euro balance in the same app.

The main drawback for Sophie is the non-German IBAN provided by Bitwala. To receive payment from her German clients, she uses her N26 account (with a DE IBAN) and then transfers the funds to Bitwala to buy Bitcoin. She would have preferred to centralize everything at Bitwala, but the foreign IBAN causes problems with some clients who refuse to transfer to a non-German IBAN.

When Sophie had a technical issue with a transaction not displaying correctly, she contacted support via the in-app chat. She received a response in about 18 hours, which she found acceptable but not ideal. She would have appreciated the ability to reach an advisor by phone to resolve the issue more quickly.

Case study #2: Marco, Italian crypto investor

Marco, 45, is an Italian entrepreneur based in Milan. A crypto investor since 2017, he holds a diversified portfolio of Bitcoin and Ethereum. He was looking for a solution to spend his cryptocurrencies daily without having to manually convert them on an exchange, transfer euros to his bank account, and then use his classic card.

Bitwala solved this problem for Marco thanks to the Visa card that allows spending crypto directly. During a dinner at a restaurant, Marco pays with his Bitwala card and the amount in Bitcoin is automatically converted to euros at the market rate. For him, it's the realization of the promise of Bitcoin as an everyday payment method.

Marco also particularly appreciates the crypto loans. Rather than selling his Bitcoin (and paying taxes on capital gains), he borrows euros using his BTC as collateral. This strategy allows him to finance major purchases while maintaining his Bitcoin exposure and deferring taxation.

As an investor, Marco also participated in the BWALA token offering, investing 500 euros in Bitwala GmbH's tokenized shares. He considers this investment as a bet on the platform's growth potential, with the advantage of dividend rights in case of success.

Marco's main complaint concerns the limited range of cryptocurrencies. With only Bitcoin, Ethereum, and USDC, he cannot manage his entire crypto portfolio on Bitwala. He continues to use Binance and Kraken for his other assets, which fragments his experience. He hopes Bitwala will expand its cryptocurrency selection in the future.

Marco encountered an issue when he tried to make a large ATM withdrawal abroad. The withdrawal was blocked by Bitwala's anti-fraud system because the amount and location were unusual. He had to contact support via the app to unblock his account, which took several hours. He would have preferred to resolve this with a simple phone call.

Case study #3: Thomas and Lisa, German couple saving together

Thomas and Lisa are a thirty-something couple from Hamburg. They save together and have decided to allocate 10% of their monthly savings to Bitcoin as diversification for their portfolio, which is primarily invested in ETFs via Trade Republic. They were looking for a secure and simple solution for this crypto allocation.

After comparing several options, they chose Bitwala for the security of self-custody. Thomas, a software developer, understands the importance of holding his own private keys and did not trust custodial solutions after the FTX and Celsius scandals. Lisa, less technical, found the app intuitive enough to buy Bitcoin without Thomas's help.

Each month, they transfer 200 euros via SEPA transfer to their Bitwala account and buy Bitcoin. The simplicity of the process is exactly what they were looking for: no hardware wallet management, no seed phrases to back up on paper, but still full control of their private keys.

Thomas and Lisa also appreciate Bitwala's transparency. The 1% fee per purchase transaction is clearly displayed, and there are no hidden fees. They find this reasonable given the simplicity of the service and the security of self-custody.

A friction point emerged when Lisa wanted to buy a gift online with the Bitwala card and the payment was declined. The problem was that the merchant did not recognize the foreign IBAN associated with the account. After contacting support via the app, the couple learned that some online merchants may refuse transactions linked to non-domestic IBANs, a known issue for neobanks using foreign banking infrastructure.

Thomas and Lisa continue to use their Sparkasse account (traditional bank) for daily operations and Bitwala exclusively for their Bitcoin allocation. They consider Bitwala a capable specialized tool rather than a complete replacement for their traditional bank.

10. Expansion and outlook for Bitwala

Bitwala's future is unfolding in a context of profound transformation in the European financial sector, where the boundaries between traditional finance and decentralized finance are gradually blurring. The Berlin-based neobank has defined an ambitious vision for the coming years, structured around several strategic pillars.

Geographic expansion in the EEA

Currently available in 29 countries of the European Economic Area, Bitwala aims to deepen its penetration in these markets rather than expanding geographically in the near term. The European market, with its 450 million potential consumers and a harmonized regulatory framework (notably through the MiCA regulation on crypto-assets), offers considerable growth potential without the complexities of global expansion.

The MiCA (Markets in Crypto-Assets) regulation, which came into full effect in 2024, creates a unified legal framework for crypto-asset services in the EU. For Bitwala, this is both a challenge (costly regulatory compliance) and an opportunity (barrier to entry for unregulated competitors). The company has positioned itself in favor of regulation from its inception, giving it a first-mover advantage in an increasingly regulated market.

Enrichment of the product offering

Bitwala has clearly indicated in its communications and 2024 pitch deck that enriching the product offering is a priority. Expected developments include:

• Expansion of the cryptocurrency range: The addition of new cryptocurrencies beyond Bitcoin, Ethereum, and USDC is planned. Assets like Solana, Cardano, or Polkadot could join the platform.
• DeFi integration: The self-custodial wallet could serve as a gateway to decentralized finance protocols, allowing users to participate in staking, lending, or liquidity pools directly from the app.
• Lightning Network: Support for the Lightning network for near-instant, virtually free Bitcoin payments is a highly anticipated feature by the community.
• Premium cards: Card offerings with enhanced benefits (cashback, insurance, higher limits) could be introduced to diversify revenue streams.
• Business account: A dedicated account for businesses and freelancers could open up a significant new market segment.

The BWALA funding model

The BWALA token represents a major innovation in fintech startup financing. By allowing the public to invest directly in the company's equity via equity tokens, Bitwala creates a crowdfunding model that aligns the interests of users and investors. With over 2 million euros raised and more than 70 participating investors by early 2026, this model proves there is a real appetite for democratizing startup investment via blockchain.

This model offers several advantages: it allows fundraising without excessive dilution from venture capital funds, creates a community of investor-ambassadors who have a direct financial interest in the platform's success, and demonstrates the capabilities of blockchain technology applied to corporate finance. If this approach succeeds, it could inspire other European fintechs.

Challenges and risks to watch

Despite these encouraging prospects, Bitwala faces several major challenges that will determine its future success:

• Intense competition: The crypto neobank market in Europe is becoming increasingly competitive, with players like Revolut, Crypto.com, and exchanges developing their own payment solutions. Bitwala will need to defend its self-custody niche while expanding its offering.
• Post-insolvency trust: Rebuilding trust after the Nuri episode remains a challenge. Every potential new client will likely discover the insolvency history during their research, and Bitwala must convince them that lessons have been learned and the new model is more resilient.
• Regulatory evolution: Crypto-asset regulation is evolving rapidly in Europe. Bitwala must remain agile to adapt to new requirements while maintaining a smooth user experience.
• Technical scalability: Growing from a few thousand post-relaunch users to several hundred thousand will require significant investments in technical infrastructure and customer support.
• Partner dependency: The current model relies on the partnership with Striga for banking infrastructure. A failure or change in conditions from this partner could significantly impact operations.

Long-term vision

Bitwala's long-term vision is to become the European benchmark for self-custodial crypto banking. The founding team, with over ten years of experience in the sector, believes that the future of finance lies in the convergence between traditional banking services and the financial sovereignty offered by blockchain. Bitwala wants to be the bridge between these two worlds, offering the simplicity of a neobank with the security and autonomy of a self-custodial crypto wallet.

Dennis Daiber, CEO of Bitwala, has stated in several interviews that the goal is to make self-custody accessible to the widest possible audience, eliminating the technical barriers that deter non-technical users. Jan Goslicki, co-founder and CXO, brings his technical vision and deep understanding of the blockchain ecosystem to guide product development.

In essence, Bitwala is a neobank that has weathered considerable trials but emerged with a clearer vision and a more defined positioning. Its journey — from blockchain payment startup to insolvent crypto bank to reborn self-custodial neobank — is emblematic of the turbulence in the crypto fintech sector and the resilience needed to survive it.

FAQ: Frequently asked questions about Bitwala

What is Bitwala's phone number?

Bitwala does not have a phone number for customer service. All support requests go through the integrated chat in the mobile app or by email via the online help center. If you are looking for a Bitwala phone number, the answer is to contact support via the app.

How to contact Bitwala in an emergency?

In case of emergency, such as a stolen card or fraudulent transaction, the first step is to freeze your card immediately via the app. Then, contact support by selecting the "emergency" category in the chat. There is no dedicated Bitwala emergency number. For a lost card opposition, this same procedure via the app applies.

Is Bitwala reliable after Nuri's insolvency?

Bitwala has learned from the Nuri episode. The new model is leaner, with banking infrastructure provided by Striga (regulated in Estonia) and a focus on self-custodial crypto rather than full banking services. Crypto funds are controlled by users through self-custody, protecting them in case of platform issues. Euro funds are held at regulated banking partners in the EU.

How to open a Bitwala account?

To open a Bitwala account, download the app on iOS or Android, create an account with your email, complete the identity verification (KYC) with a valid identity document, and your account will be active within minutes. Account opening is free and the process is entirely digital.

How to close a Bitwala account?

To close your Bitwala account, first make sure to withdraw all your funds (euros and crypto) to an external account or personal wallet. Then contact support via the app to request closure. The procedure is definitive — make sure you have recovered all your assets before proceeding.

Does Bitwala offer a French IBAN?

No, a French IBAN is not available from Bitwala. The IBAN provided is typically Estonian or Lithuanian, depending on the banking partner Striga. This may cause difficulties for certain direct debits or automatic transfers in France, although SEPA transfers work without issues between all EEA countries, regardless of the IBAN country.

Is Bitwala compatible with Apple Pay and Google Pay?

Compatibility with Apple Pay and Google Pay depends on the app version and your country. The Bitwala virtual card can generally be added to digital wallets, enabling contactless payments. Check the app or help center for the latest compatibility information in your country.

What are the Bitwala withdrawal and payment limits?

The withdrawal limit and payment limit are configurable in the app. You can adjust your daily and monthly limits according to your needs, within the limits allowed by your verification level. To increase your limits, go to your card settings in the app.

What are Bitwala's fees?

The main Bitwala fees are: virtual card €0.99, physical card €9.99 (plus shipping), crypto trading fees 1% per transaction. There are no monthly account maintenance fees. ATM withdrawal fees depend on the network used. Check the complete fee schedule on support.bitwala.com.

Does Bitwala offer instant transfers?

Instant SEPA transfers are not explicitly offered in the current documentation. Standard SEPA transfers have a processing time of one to two business days. For fast payments, the Visa card is the most immediate option.

How to change bank details on Bitwala?

To update your external bank details associated with your profile for incoming or outgoing transfers, go to the app settings. If you encounter difficulties, contact support via the integrated chat.

Does Bitwala have a referral program?

Currently, a structured referral program is not available from Bitwala. The company has offered welcome bonuses in the past (notably during the Nuri era), but no welcome offer is active at the time of writing. Check bitwala.com for current promotions.

Practical guide: How to manage your Bitwala card

Managing the Bitwala Visa card is done entirely from the mobile app. Here is a complete guide to common card operations.

Ordering and activating your card

After opening your account, you can order your card from the "Card" tab in the app. Two options are available: the virtual card (available immediately for €0.99) and the physical card (€9.99 plus shipping). A free Bitwala card is not offered, but the fees remain modest and there is no monthly subscription.

The physical card is delivered to the address registered on your account. Once received, you need to activate it in the app by following the on-screen instructions. Activation typically requires entering the last digits of the card number and setting your PIN.

Managing a forgotten PIN

If you have forgotten your PIN, you can reset it from the app. Go to the card settings, select "Reset PIN," and follow the verification procedure. A new PIN will be assigned to you. Never share your PIN with anyone, including Bitwala support, who will never ask for it.

Blocking and unblocking your card

Card blocking is an instant operation available directly on the app's main screen. In case of doubt or temporary loss, freeze your card with one click. If you find it, you can unfreeze it just as easily. In case of a confirmed lost card or stolen card, permanently block your card and contact support to order a replacement.

Opposition in case of fraud

There is no dedicated phone line for card opposition. The lost card opposition procedure is done entirely through the app: block the card, report the issue to support via chat, and request a replacement. Support will guide you through the process of disputing any fraudulent transactions.

Configuring limits

To increase your limits or reduce your spending limits, access the card settings in the app. You'll find configuration options for the daily withdrawal limit, monthly payment limit, and other limits. These settings allow you to precisely control your spending and strengthen your card's security.

Bitwala and cryptocurrency taxation

Using Bitwala to buy, sell, and spend cryptocurrencies raises important tax questions. While Bitwala does not provide tax advice, here is an overview of the considerations to keep in mind.

In France, capital gains realized on cryptocurrencies are subject to the flat-rate withholding tax (PFU) of 30% (or the progressive income tax scale upon election). Each payment made with the Bitwala card in crypto potentially constitutes a taxable event, since it involves a crypto-to-euro conversion. It is therefore recommended to keep a detailed record of all your transactions.

The Bitwala app provides a complete transaction history that can serve as a basis for your tax filing. However, it may be necessary to supplement this information with your own records, especially if you use multiple crypto platforms.

In Germany, cryptocurrencies held for more than one year are exempt from capital gains tax (Spekulationsfrist). This German tax peculiarity makes Bitwala's self-custodial wallet particularly interesting for German residents who practice long-term "HODLing."

For micro-entrepreneur or auto-entrepreneur users, the tax rules are different, and crypto gains may be considered professional income. It is strongly recommended to consult an accountant or tax advisor specializing in cryptocurrencies for your personal situation.

The crypto loans offered by Bitwala also have specific tax implications. Borrowing euros against Bitcoin collateral does not in itself constitute a taxable event, but the interest paid and the treatment in case of collateral liquidation must be properly reported.

Glossary of key terms

For readers less familiar with the world of neobanks and cryptocurrencies, here is a glossary of key terms used in this article:

• Self-custody: A model in which the user retains exclusive control of their crypto private keys. Bitwala is one of the few neobanks to offer this model.
• Private keys: Cryptographic codes that allow signing transactions and proving ownership of cryptocurrencies. Whoever holds the private keys holds the crypto.
• SEPA: Single Euro Payments Area, enabling standardized bank transfers in 36 European countries. International transfers in Europe via Bitwala go through this network.
• KYC (Know Your Customer): Mandatory identity verification process for financial services. Bitwala applies it at account opening.
• IBAN: International Bank Account Number, a unique bank account identifier. The foreign IBAN from Bitwala is a frequent discussion point as it is neither French nor German.
• MiCA: Markets in Crypto-Assets, European regulation governing crypto-asset services since 2024.
• DeFi: Decentralized finance, an ecosystem of financial services operating on public blockchains without centralized intermediaries.
• Lightning Network: Second-layer payment network for Bitcoin enabling near-instant transactions at very low cost.
• Collateral: An asset deposited as security for a loan. Bitwala accepts Bitcoin and Ethereum as collateral for its crypto loans.
• Equity token: A digital representation of a share or equity stake in a company on a blockchain. The BWALA token is an equity token of Bitwala GmbH.

Summary and practical information

Here is a summary of all essential information for contacting and using Bitwala:

• Official name: Bitwala GmbH (formerly Nuri GmbH)
• Headquarters: Am Treptower Park 75, 12435 Berlin, Germany
• Commercial register: HRB 234888 B, Amtsgericht Charlottenburg
• Website: bitwala.com (formerly nuri.com)
• Country: Germany
• Category: Crypto neobank, online banking
• Availability: 29 countries of the European Economic Area
• Mobile app: iOS (App Store) and Android (Google Play)
• Contact: Exclusively via the mobile app (chat and email) — no phone number
• Help center: support.bitwala.com
• Banking partner: Striga (Estonia)
• Supported cryptocurrencies: Bitcoin (BTC), Ethereum (ETH), USDC
• Bank card: Visa (virtual €0.99 / physical €9.99)
• Founders: Jörg von Minckwitz, Jan Goslicki, Benjamin P. Jones
• Current leadership: Dennis Daiber (CEO), Jan Goslicki (CXO)

To contact Bitwala, whether for a phone-related query or any other request, the method is unique and systematic: open the Bitwala mobile app and use the support chat or send an email via the online help center. There is no Bitwala phone number, no toll-free number, no physical branch — everything is done via the app. This 100% digital approach is a deliberate choice by the neobank, consistent with industry standards.

If you are looking for a Bitwala phone number for a card-related emergency, the priority is to block your card immediately in the app, then contact support via chat by selecting the emergency option. For account security, always enable two-factor authentication and never share your credentials.

Bitwala is a unique neobank, combining the simplicity of a modern banking app with the self-custody philosophy cherished by cryptocurrency purists. Its tumultuous history — from its founding in 2015, through insolvency under the name Nuri in 2022, to its triumphant return as Bitwala in 2023 — testifies to the team's resilience and the relevance of its vision. For European users seeking a crypto banking solution where they retain full control of their digital assets, Bitwala clearly deserves consideration.

Article updated in April 2026. The information presented is based on publicly available data from bitwala.com, support.bitwala.com, Wikipedia (en.wikipedia.org/wiki/Bitwala), Trustpilot, Finextra, CoinDesk, and official communications from Bitwala GmbH. Pricing and features may change — please consult the official website for the most up-to-date information.

Customer support and contact channels for Contact Bitwala (formerly Nuri): Phone, Email, Customer Service

When searching for Contact Bitwala (formerly Nuri): Phone, Email, Customer Service's contact details, the fastest way is usually to visit their official website or check the mobile app. Whether the request concerns account access, card management, transfers, fees, security settings or a complaint, the support team can guide you through the process.

Many users search for terms such as phone number, customer service, direct contact, advisor number, card opposition, transfer delay, mobile app support or account security. This page centralizes the key expressions associated with Contact Bitwala (formerly Nuri): Phone, Email, Customer Service.

Contact information

Services offered by Contact Bitwala (formerly Nuri): Phone, Email, Customer Service

• Current account
• Bank card
• Transfer
• Direct debit
• Savings
• Credit
• Insurance
• Customer service
• Mobile app
• Budget management
• Notifications
• Technical support

How to contact Contact Bitwala (formerly Nuri): Phone, Email, Customer Service by phone

Tips for contacting Contact Bitwala (formerly Nuri): Phone, Email, Customer Service

Security and data protection at Contact Bitwala (formerly Nuri): Phone, Email, Customer Service

The security of your personal and financial data is a top priority for Contact Bitwala (formerly Nuri): Phone, Email, Customer Service.

Enhanced authentication: Contact Bitwala (formerly Nuri): Phone, Email, Customer Service uses two-factor authentication (2FA).

Data encryption: All communications are encrypted with SSL/TLS 256-bit.

Regulatory compliance: Contact Bitwala (formerly Nuri): Phone, Email, Customer Service complies with applicable regulations.

24/7 monitoring: Fraud detection systems operate continuously.

Why choose Contact Bitwala (formerly Nuri): Phone, Email, Customer Service?

• ✓ Intuitive and comprehensive mobile app
• ✓ Quick 100% online account opening
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• ✓ Enhanced security with biometric authentication