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Author Topic: Is Kraken failing?  (Read 75 times)
hankt
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February 01, 2018, 05:21:58 AM
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I opened an account with Kraken around the beginning of January. I went through level 3 account validation which is still pending.

At level 2, the service states that one should have the ability to move real funds in and out up to US2,000 per transaction up to US10,000 per month. However, once I was tier 2 validated, I opened a ticket and asked for swift code/bank details so that I could move funds in to buy crypto.

This should have been simple as their service level states this as a feature of level 2.

My ticket has seen 3 responses:
1) we don't support deposit via USD until tier 3 (unlike their service tiered offer on their website) [Jan 4th]
2) sorry we haven't gotten back to you in a while; we've escalated your tier 3 verification [Jan 16th]
3) sorry you haven't received a reply to this support ticket yet [Jan 29th]

With both a conflict in customer support between printed/stated customer tier service offering and the customer support team; identification validation taking more than 2 business days (a month); and, a month to resolve such a simple item, I am feeling afraid that Kraken has cracked.
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Andrey123
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February 01, 2018, 06:32:48 AM
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I would advise you to change the exchange to another one.
On the same Bittrix you can take out 100 BTC a day just by simply uploading a passport.

Hello! Any donations that will go to develop coins.
34bwEhH3GMx6swYXt2NBfFbYGkdTcaWtXz....BTC

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February 01, 2018, 08:11:51 AM
Last edit: February 21, 2018, 09:08:56 PM by lite
Merited by OgNasty (1)
 #3

I opened an account with Kraken around the beginning of January. I went through level 3 account validation which is still pending.

At level 2, the service states that one should have the ability to move real funds in and out up to US2,000 per transaction up to US10,000 per month. However, once I was tier 2 validated, I opened a ticket and asked for swift code/bank details so that I could move funds in to buy crypto.

This should have been simple as their service level states this as a feature of level 2.

My ticket has seen 3 responses:
1) we don't support deposit via USD until tier 3 (unlike their service tiered offer on their website) [Jan 4th]
2) sorry we haven't gotten back to you in a while; we've escalated your tier 3 verification [Jan 16th]
3) sorry you haven't received a reply to this support ticket yet [Jan 29th]

With both a conflict in customer support between printed/stated customer tier service offering and the customer support team; identification validation taking more than 2 business days (a month); and, a month to resolve such a simple item, I am feeling afraid that Kraken has cracked.
Tier 2 verification is limited/doesn't allows fiat deposits/withdrawals(depending on where you live). support generally on every exchange/service site is slow due to increased number of new users/sign ups, crypto space is growing..

Try posting this post (or whatever problem that you have or might have) in kraken thread (https://bitcointalk.org/index.php?topic=290799.6380).

https://support.kraken.com/hc/en-us/articles/201352206-What-are-the-Verification-Tiers-

I would advise you to change the exchange to another one.
On the same Bittrix you can take out 100 BTC a day just by simply uploading a passport.
But, they don't accept fiat deposits.
hankt
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February 03, 2018, 04:16:05 AM
 #4

That is not the tier level service one sees after signing up.

This is (which clearly states real currency capabilities):
https://snag.gy/LUbjeG.jpg



In a not-very-coincidental move, my account was verified directly after this posting.

This should not be the way in which a customer obtains service as promised from a financial services provider.
OgNasty
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February 03, 2018, 06:05:08 AM
 #5

I would advise you to change the exchange to another one.
On the same Bittrix you can take out 100 BTC a day just by simply uploading a passport.

But, they don't accept fiat deposits.

Looks like that will be changing soon: https://cryptodaily.co.uk/2018/02/bittrex-start-accepting-usd-deposits/

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February 17, 2018, 06:27:42 PM
 #6

Hi Hankt. Depending on where you live you would need to be Tier 2 or Tier 3 verified. Different banking partners have different regulations to follow and therefore they require different Tiers in certain countries. You can read more about that here.

We had a huge backlog of verification tickets from the massive surge of new clients so there were delays in getting people verified. We're working through those tickets as efficiently as possible and our team continues to grow. If you or someone you know if looking for a career at Kraken, please point them towards https://jobs.lever.co/kraken.

I hope that your issue is already resolved, but if not please escalate your ticket using this form.

If you haven't stopped by Kraken in a while we'd suggest you check it out since we've implemented a new trading engine. Trades have been running very smoothly and connectivity is back to normal. Also, check out our new trading interface at trade.kraken.com

Please drop by our Bitcointalk thread if you need anything else!

Unlock futures trading with Kraken's Crypto Facilities acquisition!
Do you need support? Please open a ticket here and escalate that ticket using this form.
Troysen
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February 18, 2018, 02:28:28 AM
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Kraken has been good experience for me in terms of deposits. I'd send wires and receive in the same day most of the time and on their website it shows 1-5 days. If they can fix the lagging issues and trade engine. This would be a good exchange.

I know some people with bad experiences too and they have stopped using it.
CryptoBry
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February 18, 2018, 03:26:11 AM
 #8

I understand that Kraken is a very reputable cryptocurrency exchange but an experience like what you had can always happen primarily because almost all good exchanges are having some backlogs of transactions. Albeit many FUDs telling us that cryptocurrency is about to die or it is dwindling in size just a mere look at the activities of the many exchanges is convincing me otherwise.

I am suggesting to Kraken to beef up its customer service platform and train more people in answering customer concerns so no contradictory response can be made. All we are having these days can be be akin to birth pains...considering that this industry is relatively young and we are not yet in the mainstream of the population.

We are all wishing Kraken not to cracked anytime...as this is a big exchange and is having an impact to the whole cryptocurrency movement.
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