[Kraken] Ways to reach support – cannot recover account with funds

[danilyakovlev]

Hello everyone, I will be glad to receive any info on the matter and appreciate you all.

Is there any ways to reach kraken except customer support desk? Their support was nice and quick, but now I get no replies from them for almost a week.

I had a severe issue that the access to the corporate account was stolen by the trusted person. Kraken freezed the account for a while, but now they claim that the issue is resolved and now I get no replies from them. Without any additional details – please tell what are my steps to recover access if anyone has encountered similar problem?

Our company has already provided docs for investigation, but I need the funds to stay in the account as much as possible before the solution is found.

If Kraken specialists are monitoring bitcointalk, then the issue number is #2554106.

[Lucius]

danilyakovlev, Kraken has an ANN thread on this forum, and they have an active account so this would be one extra way to get to them. I'm not sure how much that can really help, but it's worth a try.

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[bitmover]

Try all social media .
Social media are very good ways to get some attention. Bitcointalk is better because it is pseudo anonymous. But if you can't reach here, try those

https://www.linkedin.com/mwlite/company/kraken-exchange
http://Https://m.facebook.com/KrakenFX/

[GreatArkansas]

Try all social media .
(....)

Agree.
Additonal their twitter account here (@krakenfx): https://twitter.com/krakenfx
And this twitter account with regarding in some support issue:
 (@krakensupport): https://twitter.com/krakensupport

As I can see on their twitter account(@krakensupport)
They have included on their twitter accout bio a website which you can contact: https://support.kraken.com/


If you really can't contact them via online and your issue is extremely urgent or important then the best thing to do is going on their headquarter or office which is located at San Francisco.

[lobat999]

Hello everyone, I will be glad to receive any info on the matter and appreciate you all.

Is there any ways to reach kraken except customer support desk? Their support was nice and quick, but now I get no replies from them for almost a week.

I had a severe issue that the access to the corporate account was stolen by the trusted person. Kraken freezed the account for a while, but now they claim that the issue is resolved and now I get no replies from them. Without any additional details – please tell what are my steps to recover access if anyone has encountered similar problem?

Our company has already provided docs for investigation, but I need the funds to stay in the account as much as possible before the solution is found.

If Kraken specialists are monitoring bitcointalk, then the issue number is #2554106.

I guess you have a consult a lawyer and state your case so that he/she could suggest to you the best options to recover your corporate funds  or
for the meantime, could workout some kind of court order to keep the funds as is or in status quo until it will be finally resolved given the fact that you've stated that the account in question was stolen by a trusted person or better yet, if you have compelling evidence that could merit an indictment, sue that person in court to recover that corporate account. Imho.

[danilyakovlev]

Thanks to everyone, will try those links.
With regards to the lawsuit – that's already in process, however we need all withdrawals to be blocked for now in order to not lose the money. But the support is inappropriately slow in that case.

For anyone concerned, I've also found a link that may help you in the future to escalate the ticket and probably get a reply:
www.kraken.com/escalate-your-ticket

[Kraken-Chase]

danilyakovlev,

Thank you for escalating your support request. We'll make certain one of our Account Access Specialists will be with you as soon as possible.

[lobat999]

Thanks to everyone, will try those links.
With regards to the lawsuit – that's already in process, however we need all withdrawals to be blocked for now in order to not lose the money. But the support is inappropriately slow in that case.

For anyone concerned, I've also found a link that may help you in the future to escalate the ticket and probably get a reply:
www.kraken.com/escalate-your-ticket

Since Kraken is a U.S. based exchange, I think you can compel them to halt all transactions on that account pending court decision.  I hope their support may  be able to help you especially if you could provide convincing proofs to support your claim even there are issues involved but if this is not yet resolved within a reasonable time frame, you can pursue your case to the one who stole your account where you could present your evidences to prove the veracity of your claims.

danilyakovlev,

Thank you for escalating your support request. We'll make certain one of our Account Access Specialists will be with you as soon as possible.

Glad for your response to attend to your customer's issues. I hope the resolution of his case will be attained very soon.