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@Dargo: I've just signed up here to escalate my support ticket.
Support ticket ID:203030
Deposit ID: QCCMTCU
Fidor deposit received by Kraken 03-16-17 early morning and put on hold.
Support ticket opened 03-17-17 with no human response so far.
My funds are unaccessible for more than 144 hours, which is unacceptable. Official support channels seem to be broken and I start to doubt that a business of this maturity is the right partner for me.
Best regards
RogerG3
Update 03-22-17 3pm: First human response to my ticket after I posted on bitcointalk.org. Kraken tells me that they need to perform manual compliance check on first time deposits from Fidor accounts. I'm well aware of that, but I don't understand why this takes more than 5 days.
Support ticket ID:203030
Deposit ID: QCCMTCU
Fidor deposit received by Kraken 03-16-17 early morning and put on hold.
Support ticket opened 03-17-17 with no human response so far.
My funds are unaccessible for more than 144 hours, which is unacceptable. Official support channels seem to be broken and I start to doubt that a business of this maturity is the right partner for me.
Best regards
RogerG3
Update 03-22-17 3pm: First human response to my ticket after I posted on bitcointalk.org. Kraken tells me that they need to perform manual compliance check on first time deposits from Fidor accounts. I'm well aware of that, but I don't understand why this takes more than 5 days.
Sorry for the delay - unfortunately the que of deposits that need manual review is pretty long right now so it's taking longer than normal to process them. But I'll check to see if we can get more people working on this to reduce the que.
Quote from: Kraken.com
Fidor-Fidor deposits and withdrawals
Kraken holds a bank account with Fidor Bank AG in Germany that is used to process most of the exchange's EUR transactions.
[...] Kraken also benefits from this option as all Fidor customers with Kraken accounts can send deposits and withdrawals to and from their Fidor bank account to their Kraken accounts very quickly.
Near-instant transactions from a bank account to a Digital Asset Exchange like Kraken come with an additional compliance risk. As a result every first-time transaction from and to a Fidor Bank account requires additional checks from a compliance specialist. This means that the first transaction will not be processed within minutes, but will appear on the funding page with the status “On Hold”. It will be automatically released after the transaction has been reviewed and approved.
Kraken holds a bank account with Fidor Bank AG in Germany that is used to process most of the exchange's EUR transactions.
[...] Kraken also benefits from this option as all Fidor customers with Kraken accounts can send deposits and withdrawals to and from their Fidor bank account to their Kraken accounts very quickly.
Near-instant transactions from a bank account to a Digital Asset Exchange like Kraken come with an additional compliance risk. As a result every first-time transaction from and to a Fidor Bank account requires additional checks from a compliance specialist. This means that the first transaction will not be processed within minutes, but will appear on the funding page with the status “On Hold”. It will be automatically released after the transaction has been reviewed and approved.
Drago, can you please clarify:
- Only first time transactions need to be reviewed and approved. All following Fidor deposits and withdrawls to and from my Fidor bank account to my Kraken account will be proceed within minutes and not put On Hold.
- I'd like to understand what needs to be reviewed in order to approve the first time transaction. From Krakens FAQ I understand that Tier 3 verification, funding limit and the match of Kraken & Fidor account holder name is checked. This simple review should not take longer than a two minutes. Am I missing anything?
Generally Fidor-Fidor transfers only take a few minutes, but there are other reasons besides a first-time deposit that can result in a hold. For example, if you go over your daily funding limit or send two deposits in exactly the same amount within a few days of each other. There can also be tech issues with our gateway or with Fidor's gateway that can cause delays.
The manual review of first-time deposits doesn't take long - the delay in your case was caused as I said before by the long que of deposits waiting to be reviewed. This que includes deposits held for other reasons that may take longer to release.
Dargo, non of the reason mentioned above apply to me. It's a simple first time deposit from Fidor and only account holder and tier 3 needs to be checked. As you said yourself, the manual review of first-time deposits doesn't takes long.
If there are more complex reviews in the que, I suggest you define complexity criteria's, let the ticket system calculate the complexity and have your experienced experts work on the most complex reviews while a few students do the simple one's. That way you workforce is more efficient and simple reviews don't get stuck.
Can you imagine how painful this experience is, especially for first-time deposits (so first-time users)? Is that the kind of user experience you want new users who will generate future revenues to have? It'll only result in unsatisfied customers, negative reviews and Kraken's image is damaged. This is something you need to fix as soon as possible. It should be your top priority.
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Regarding my case: I haven't heart back from support and already updated the ticket twice. As far as I know, no action is needed from me for the review. Transaction is now on hold for more than 7 days. Could you please give me an update.
Public Account ID: AA88 N84G PD76 QLMQ
Transaction ID: 47792739
Ticket ID: 203030
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Update: My deposit has now been reviewed and approved. My funds have been unavailable for 7 days.
