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Author Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH  (Read 612113 times)
Serpens66
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March 13, 2014, 08:31:50 PM
 #1601

Dargo? Yunus?
could you please direct a support member to my ticket  (22132),  it's the "deposit on hold" thing, because I sent the same amount twice. I already sent a screenshot of my transfers so you could solve this in one minute.
Unfortunately I'm waiting since saturday for an answer to my ticket =/

Hi Serpens - Your deposit has been released. Sorry about the delay, it was entirely my fault because I missed the screenshot you sent.

Just to clarify, if two or more deposits in the same amount arrive to a user's account within 3 days of each other, all but one of them will be put on hold until we can confirm that they are distinct deposits. So, for example, if 3 deposits of exactly 500 euros arrive to your account within 3 days of each other, two of them will be put on hold. This isn't a bug, but a precaution we've implemented to guard against the possibility of duplicate deposits (where a single deposit is credited to an account more than once). We did have some cases of duplicate deposits a while back. It was an issue with Fidor that has been corrected, but for the time being we have an additional safety protocol on our side as a precaution. The safety protocol will be relaxed later, but for now we're being very careful.

To avoid triggering this safety mechanism, we advise that any deposits sent within 5 business days of each other (or perhaps even more to be extra safe) should be in differnt amounts. As I've said before, it's wise with all bank transfers to send different amounts, even for deposits sent within weeks of each other, so that's it's easier to distinguish the transfers (say if a trace has to be run on one of them).

  

thanks...
You should add this to the deposit information. Im very sure that you have and will have alot of tickets just because of this protection. Your support staff is overloaded already, so do everything that helps to avoid this. And of course the first answer of the support should be "you can send me a screenshot..", because it saves alot of time... and of course it should not take 5 days for an answer to a ticket.

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Dargo
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March 14, 2014, 12:20:01 AM
 #1602

Hi Everyone - Here's an update on bank transfers through Fidor.

Wire withdrawals: This has been an ongoing problem area, with many users experiencing delays of several weeks to over a month (regardless of bank, country, etc.). We're very sorry for the delays. Wire withdrawals require special (i.e. manual) handling for Fidor and they got behind in processing them (Fidor is a small but rapidly growing bank and struggling somewhat with the rate of growth - a situation that we at Kraken are familiar with).

We got an update from Fidor today saying that all outstanding wire withdrawals should have been sent as of March 12th. So wire withdrawals are on their way, but please allow at least 3 business days for them to arrive. Now that they are caught up, Fidor has said that they will do their best to process wire withdrawals in a timely manner. Even so, we are going to raise our estimate for delivery of wire withdrawals to 10 business days and we will monitor the situation in case this estimate needs to be revised.

Less than 3% of our bank transfers are wires, and we highly recommend that users in the EU/EFTA choose SEPA unless their bank is one of the few remaining that doesn't have SEPA enabled yet. But for those who don't have a SEPA option, we are not only working with Fidor, but also on other banking partnerships, to provide more options and better withdrawal service for you.   

All other bank transfers: Users are unlikely to experience a problem with wire deposits, SEPA deposits, or SEPA withdrawals. Setting aside wire withdrawals, our current outstanding tickets for delayed transfers represent less than 0.2% of all transfers processed since launch. But many of the users in this small fraction have been waiting an unacceptably long time to get their issue resolved, so there is a problem. Here also we are working with Fidor to speed the resolution of delayed payments.

One thing we'd like to stress is that in the case of delayed deposits, your sending bank is a resource that should be exploited as much as possible. It's standard in the banking industry that the sending bank is responsible for tracing deposits (because the receiving bank has no way of knowing the path by which the deposit is transferred). The basic procedure for delayed deposits is as follows. First, contact us and give us the information about your deposit that we request. We will then search our bank account in case we received the deposit but were unable to match it with your Kraken account. But once you hear back from us that we haven't been able to find the deposit in our account, please contact your bank and initiate an investigation request on the transfer. In the investigation, your bank should contact our bank. This is all explained by our support agents, but it's worth repeating here.

Overall, we are pleased with the level of service we've been able to provide through our partnership with Fidor. Many users have praised the SEPA transfers for their speed and reliability. But we recognize that there are some problem areas. We are deeply sorry for them and working hard to improve our service.           
bahamapascal
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March 14, 2014, 01:23:58 AM
 #1603

Hi there, some one told me that karken is the A1 exchange to go with, so I opened a account the other day and verified my account up to tire 2 yesterday.

Unfortunately I now changed to the status "pe-verified", if I understand it correctly that means that my country isn't supported by kraken, right?
Is there any ETA when Paraguay will get supported by kraken?

Edit: Never mind, reading my "Account for Kraken confirmed" email, it seems that I have to complete tire 3 verification, as just tire 2 verification is not supported for Paraguay.
Theta's great news, uploading the documents as I write Smiley

Just want to report that I am really satisfied with kraken (so far)! Yesterday evening I uploaded my documents for verification and maybe 7 hours later when I woke up, I was already verified!
I then deposited some bitcoin, sold it and made a international withdraw (though with an intermediary bank in Germany)  and within two hours the withdraw status changed from "processing" to "send"!

Now after reading about this long delays I am a bit concerned, dose "send" mean that the fidora bank has send it or dose it mean that kraken made the request at fidora?
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March 14, 2014, 03:17:26 AM
 #1604

Just want to report that I am really satisfied with kraken (so far)! Yesterday evening I uploaded my documents for verification and maybe 7 hours later when I woke up, I was already verified!
I then deposited some bitcoin, sold it and made a international withdraw (though with an intermediary bank in Germany)  and within two hours the withdraw status changed from "processing" to "send"!

Now after reading about this long delays I am a bit concerned, dose "send" mean that the fidora bank has send it or dose it mean that kraken made the request at fidora?

Well I hope we can keep you satisfied! "Send" just means the request has been sent to Fidor. Give the wire 5 business days, so if you don't get it by next Thursday let us know.
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March 14, 2014, 05:42:56 AM
 #1605

Hi Everyone - Here's an update on bank transfers through Fidor.

Wire withdrawals: This has been an ongoing problem area, with many users experiencing delays of several weeks to over a month (regardless of bank, country, etc.). We're very sorry for the delays. Wire withdrawals require special (i.e. manual) handling for Fidor and they got behind in processing them (Fidor is a small but rapidly growing bank and struggling somewhat with the rate of growth - a situation that we at Kraken are familiar with).

We got an update from Fidor today saying that all outstanding wire withdrawals should have been sent as of March 12th. So wire withdrawals are on their way, but please allow at least 3 business days for them to arrive. Now that they are caught up, Fidor has said that they will do their best to process wire withdrawals in a timely manner. Even so, we are going to raise our estimate for delivery of wire withdrawals to 10 business days and we will monitor the situation in case this estimate needs to be revised.

Less than 3% of our bank transfers are wires, and we highly recommend that users in the EU/EFTA choose SEPA unless their bank is one of the few remaining that doesn't have SEPA enabled yet. But for those who don't have a SEPA option, we are not only working with Fidor, but also on other banking partnerships, to provide more options and better withdrawal service for you.   

Does this apply to EUR or USD or both?
Dargo
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March 14, 2014, 06:16:32 AM
 #1606

Hi Everyone - Here's an update on bank transfers through Fidor.

Wire withdrawals: This has been an ongoing problem area, with many users experiencing delays of several weeks to over a month (regardless of bank, country, etc.). We're very sorry for the delays. Wire withdrawals require special (i.e. manual) handling for Fidor and they got behind in processing them (Fidor is a small but rapidly growing bank and struggling somewhat with the rate of growth - a situation that we at Kraken are familiar with).

We got an update from Fidor today saying that all outstanding wire withdrawals should have been sent as of March 12th. So wire withdrawals are on their way, but please allow at least 3 business days for them to arrive. Now that they are caught up, Fidor has said that they will do their best to process wire withdrawals in a timely manner. Even so, we are going to raise our estimate for delivery of wire withdrawals to 10 business days and we will monitor the situation in case this estimate needs to be revised.

Less than 3% of our bank transfers are wires, and we highly recommend that users in the EU/EFTA choose SEPA unless their bank is one of the few remaining that doesn't have SEPA enabled yet. But for those who don't have a SEPA option, we are not only working with Fidor, but also on other banking partnerships, to provide more options and better withdrawal service for you.   

Does this apply to EUR or USD or both?

It applies to our bank Fidor, which only does EUR. See previous posts below for the situation on USD. Basically USD deposits are temporarily disabled. You can request USD withdrawals, but they could be delayed 2-3 weeks. All this is temporary until we get a better USD partner bank online.

https://bitcointalk.org/index.php?topic=290799.msg5255098#msg5255098

https://bitcointalk.org/index.php?topic=290799.msg5375021#msg5375021

https://bitcointalk.org/index.php?topic=290799.msg5437420#msg5437420
gonenutty
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March 14, 2014, 04:37:29 PM
 #1607

Hi there,
could someone please take a look at my support ticket i opened some days ago. I have a withdraw transaction stuck on status "send" for over three days now. My ticket number is 22293.

Thank you!

An agent replied to your ticket.

Hi,

thanks for the fast reply. Kraken Support took care of my stuck transaction. Status is now changed to "success" and i can confirm that all my coins arrived in my wallet.

Thank you!

Just some thoughts from my side since i have read some comments here that people are concerned about situations like stuck transactions on Kraken,
there are so many exchanges out there and not a single one of them runs 100% failproof. There will always be some minor (sadly sometimes major) problems. But on the Kraken Exchange i have done a lot of transfers, buys, sells, withdraws and this one here was the first problem i have ever encountered on this platform.
And i am not a little bit concerned that i could have lost my coins.

The reason for that are the people working for Kraken. You can read through the whole forum from people posting their issues here and there is always a response from someone in charge. Not at one point in time since i am using the Kraken Exchange i have felt left alone with any question or problem that occured to me. You can get in touch with the people involved on the forums, they have a ticket system in place and we have a steadily growing community here where you can place your questions or concerns.

I for one prefer an exchange were i know i can get help if ever some problem comes up than an exchange where i will be left alone and ignored.
And thats why i will keep trading on Kraken. And you should too! Smiley
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March 14, 2014, 05:12:52 PM
 #1608

I've just had a little adventure. I'm relatively new Kraken user and I've tried my first bitcoin withdrawal. Then I simply forgot that I have my bitcoins on a sell order. When I have tried to withdraw, I've got a bit frightening message "Withdrawals have been temporarily disabled for this asset. Please check back later." Of course I understand why I could not withdraw, but can you please make this message a bit more obvious like "You have no free BTC to withdraw"? I must admit I've panicked for a moment, after the Gox affair.

Of course when I realized the true reason, I simply cancelled the order, then withdrawn without any problem. As the sum was low, I've seen it in my wallet almost instantly, it also got 3 confirmations for now, so all is OK. Therefore I decided there is no point to submit a ticket, because there is no real problem, just some improvement suggestion from me.

BTC: 1GRx2H5esyFTucZCt1eX9tjpoqfMrbVHMT
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March 14, 2014, 08:03:21 PM
 #1609

Dargo,
Quote
Withdrawals have been temporarily disabled for this asset. Please check back later.
Such message occur on kraken when trying to withdraw crypto and placed open order which locks them. I believe it could be improved, it would save you some tickets too.

Dargo
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March 14, 2014, 09:26:28 PM
 #1610

Chancellor, MusX - thanks for the suggestion, I agree. I think we've got a lot of error messages that are too vague, but the one you point out is probably one of the most important to change.
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March 14, 2014, 11:27:02 PM
 #1611

Update on our audit: The audit itself is finished, but the reports (ours and the external auditor's) explaining the results and how it was done won't be finished till next week.
bahamapascal
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March 15, 2014, 12:34:07 AM
 #1612

Just want to report that I am really satisfied with kraken (so far)! Yesterday evening I uploaded my documents for verification and maybe 7 hours later when I woke up, I was already verified!
I then deposited some bitcoin, sold it and made a international withdraw (though with an intermediary bank in Germany)  and within two hours the withdraw status changed from "processing" to "send"!

Now after reading about this long delays I am a bit concerned, dose "send" mean that the fidora bank has send it or dose it mean that kraken made the request at fidora?

Well I hope we can keep you satisfied! "Send" just means the request has been sent to Fidor. Give the wire 5 business days, so if you don't get it by next Thursday let us know.

Thanks for the answer, that's what I thought Smiley
I will make an status update here when the money arives!
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March 15, 2014, 09:57:38 AM
 #1613

Because of "double credit protection" my deposit has been on hold for 10 days (8 working days)...
What's your experiences ?
Serpens66
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March 15, 2014, 02:02:28 PM
 #1614

Because of "double credit protection" my deposit has been on hold for 10 days (8 working days)...
What's your experiences ?
first time: ~7 days
2nd : 1 day
3rd : ~ 5 days

It only depends on when the support answer your ticket. Just send a screenshot of your transfers to the mail you get from support and they can solve it within minutes Wink  (if they see your screenshot, so inform them about it in big red letters -.- Cheesy)

Mit Cointracking behältst du die Übersicht über all deine Trades und Gewinne. Sogar ein Tool für die Steuer ist dabei Wink
Testen ist kostenlos und mit dem obigen Link bekommst du 10% Rabatt auf die kostenpflichtigen Pakete. Thread                                        Great Freeware Game: Clonk Rage
Für instant Handel auch am Wochenende bei bitcoin.de sollte man das Fidorkonto verwenden Smiley FAQ Ref-Link: Registrieren
Yunus
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March 16, 2014, 06:59:23 PM
 #1615

Because of "double credit protection" my deposit has been on hold for 10 days (8 working days)...
What's your experiences ?

Hi Joecker,

Yes, sorry, some of these support tickets concerning deposits on hold still don't get assigned to agents right away. Unfortunately, Serpens66 had to deal with this 2 out of 3 times. Angry
Would you mind telling me your ticket #? I'll make sure the ticket gets assigned to an agent.

Thanks!

Yunus
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March 16, 2014, 07:44:21 PM
 #1616

By the way are you supporting the Bitcoin Core Dev Team in any way? Just wondering because you aren't a member of Foundation.
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March 16, 2014, 07:46:02 PM
 #1617

By the way are you supporting the Bitcoin Core Dev Team in any way? Just wondering because you aren't a member of Foundation.

i'm sure there are more productive cults / sects / religious / harems you can join.
TBF does not speak for me. thank you.

tips    1APp826DqjJBdsAeqpEstx6Q8hD4urac8a
btcash
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March 16, 2014, 08:04:43 PM
 #1618

By the way are you supporting the Bitcoin Core Dev Team in any way? Just wondering because you aren't a member of Foundation.
i'm sure there are more productive cults / sects / religious / harems you can join.
TBF does not speak for me. thank you.
That is why I am asking. I know that there are more ways to support the development.
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March 16, 2014, 08:05:45 PM
 #1619

By the way are you supporting the Bitcoin Core Dev Team in any way? Just wondering because you aren't a member of Foundation.
i'm sure there are more productive cults / sects / religious / harems you can join.
TBF does not speak for me. thank you.
That is why I am asking. I know that there are more ways to support the development.

but of course you are right, the BTCDev team should be supported

tips    1APp826DqjJBdsAeqpEstx6Q8hD4urac8a
kendo451
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March 17, 2014, 07:17:54 AM
 #1620

I am happy to say that the 52-day saga of my Kraken withdrawal has finally been resolved.  The wire arrived today, at long last.

Word to the wise - Kraken is great for SEPA (EU) deposits and withdrawals.  But outside of the EU, you are going to be in for a very long wait to get your funds.  It is apparently their bank's fault.  I would not use them again until they get a better bank for doing international wires.
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