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Author Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH  (Read 618671 times)
Dargo
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March 23, 2017, 10:16:17 PM
 #3941

13 days, and still waiting for Kraken's support to deal with my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.

I think I may have found your request, but if so it already had a reply days ago and if you didn't get that then there is some tech issue that prevented if from being emailed or maybe it landed in your spam folder. Since you refuse to provide the request number, please try logging directly into https://support.kraken.com/hc/ and checking your requests there (under "Kraken User"). If you made multiple requests, some of them may be merged into other requests, so you may have to check a few of them to find the one we replied to.  
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Dargo
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March 23, 2017, 10:17:40 PM
 #3942

An update to my case:
I have just received my transfer from Fidor. The transfer probably never reached Kraken.

Another update: I was able to withdraw BTC and some other alts.

It's impossible for me to know which request is yours without the request number.
btcTreuhand
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March 24, 2017, 08:06:57 AM
 #3943

Dargo:
"This que includes deposits held for other reasons that may take longer to release."

Other reasons: you are broke and stole them, for example.

I may remind YOU that you HOLD MY FUNDS for two months now. And You have NO RIGHT to do so as you KNOW my identity 100%.

You do not care anyway, as you know that I cannot do anything. You stole my money and laugh at me, keep me waiting and tell me some foggy nonsense to keep my away from having you prosecuted for theft.

I WANT MY MONEY BACK. Two months waiting is enough.

BS
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March 24, 2017, 02:21:06 PM
Last edit: March 24, 2017, 03:55:00 PM by RogerG3
 #3944

@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.

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.

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.

<><><>
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
<><><>

Update: My deposit has now been reviewed and approved. My funds have been unavailable for 7 days.
miguelmirpuri
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March 24, 2017, 05:37:40 PM
 #3945

Public Account ID: AA88 N84G ME34 H23I
Support ticket: 202904

I have made a deposit of 2000 eur on 14-03-2017 in the morning ; more than 10 days have passed and it was never credited. Im getting really worried; if i don´t get the money credited by the end of the month i will have to report this to international crime investigation.

I make regular deposits and have been a customer for a long time, this is the first time it happens.

14-03-2017 TRF 449 P/ DE31700222000071788512 KRAKEN, PAYWARD LTD. -2.000,00


Miguel

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March 24, 2017, 07:46:40 PM
 #3946

13 days, and still waiting for Kraken's support to deal with my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.

I think I may have found your request, but if so it already had a reply days ago and if you didn't get that then there is some tech issue that prevented if from being emailed or maybe it landed in your spam folder. Since you refuse to provide the request number, please try logging directly into https://support.kraken.com/hc/ and checking your requests there (under "Kraken User"). If you made multiple requests, some of them may be merged into other requests, so you may have to check a few of them to find the one we replied to.  
Yes i did get an email. Did you read it? The person who wrote it said they weren't able to deal with the issue, and that they will get a 'trade specialist' to look at it. So.....

1314 days, and still waiting for Kraken's support to deal with my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
Dargo
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March 25, 2017, 03:50:26 PM
 #3947

Code:
[quote author=Dargo link=topic=290799.msg18309045#msg18309045 date=1490305385]
[quote author=RogerG3 link=topic=290799.msg18301158#msg18301158 date=1490261936]
[quote author=Dargo link=topic=290799.msg18291868#msg18291868 date=1490195147]
[quote author=RogerG3 link=topic=290799.msg18287419#msg18287419 date=1490168431]
@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.
[/quote]

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]

[quote author=Kraken.com]
[url=https://support.kraken.com/hc/en-us/articles/115002732067-Fidor-Fidor-deposits-and-withdrawals][b]Fidor-Fidor deposits and withdrawals[/b][/url]

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. [b]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.[/b]
[/quote]

Drago, can you please clarify:
[list][li]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 [b]and not put On Hold.[/b][/li]
[li]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?[/li][/list]
[/quote]

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.
[/quote]

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.

<><><>
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
<><><>

Update: My deposit has now been reviewed and approved. My funds have been unavailable for 7 days.

Sorry, I didn't realize before that you were still waiting for the deposit to be credited, but glad to hear it's done now. I asked about the delay in your case and learned that the review process involves more than I thought because the review is done both on our side and by Fidor. Even though our check was done we were waiting to hear back from Fidor. There are some things we can do to speed up the process on our end and we'll check to see if Fidor can do anything to speed up on their end, but I can't promise they will be able to do so. I understand it's frustrating, but we have to be extra careful about these Fidor-Fidor transfers since they are so fast. When combined with crypto transfers it means you can transfer from a Fidor bank account and withdraw to a private wallet within minutes. That speed means extra risk and we have to be accordingly cautious.   
Dargo
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March 25, 2017, 03:51:28 PM
 #3948

Public Account ID: AA88 N84G ME34 H23I
Support ticket: 202904

I have made a deposit of 2000 eur on 14-03-2017 in the morning ; more than 10 days have passed and it was never credited. Im getting really worried; if i don´t get the money credited by the end of the month i will have to report this to international crime investigation.

I make regular deposits and have been a customer for a long time, this is the first time it happens.

14-03-2017 TRF 449 P/ DE31700222000071788512 KRAKEN, PAYWARD LTD. -2.000,00


Miguel



I alerted support to your ticket yesterday - let me know if you didn't get a reply.
Dargo
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March 25, 2017, 04:23:19 PM
 #3949

13 days, and still waiting for Kraken's support to deal with my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.

I think I may have found your request, but if so it already had a reply days ago and if you didn't get that then there is some tech issue that prevented if from being emailed or maybe it landed in your spam folder. Since you refuse to provide the request number, please try logging directly into https://support.kraken.com/hc/ and checking your requests there (under "Kraken User"). If you made multiple requests, some of them may be merged into other requests, so you may have to check a few of them to find the one we replied to.  
Yes i did get an email. Did you read it? The person who wrote it said they weren't able to deal with the issue, and that they will get a 'trade specialist' to look at it. So.....

1314 days, and still waiting for Kraken's support to deal with my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.

Before you said

12 days, and not even an acknowledgement, of my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.

which I took to mean that you hadn't received a response from support at all. Unfortunately it looks like we are back to square one, because the ticket I thought must be yours makes no mention of a 'trade specialist'. I'd love to help you, but since you refuse to give me the ticket number, there's nothing more I can do at this point. Hopefully you will hear from us soon and if not I guess you can keep posting updates about how you haven't had the response you expect in X days. But this doesn't really show much except that, yes, it is sometimes possible for a support request to get lost, overlooked, accidentally solved, etc. If 100 days pass and you still haven't heard back from us, it is just one experience out of many many thousands that support has helped in that time and can't be taken as representative at all. Again, I'd love to help you out, but can't do so without the ticket number.
cosmicblue
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March 25, 2017, 11:38:17 PM
 #3950

For doing trading amounts of less than 1000USD would you require an account holder to provide identification before doing a withdrawal?
I ask because most exchanges do ask for this, but they why don't they ask you this information during the registration process to bypass the questioning if you are eligible to do a withdrawal of your funds in your exchange account with them?
You are a major exchange so I would like to think you do have this practice in place to not confuse the people who are signing up an account with using your services.
Thank you for answering my questions on this and hope to be able to sign up an account with your exchange instead of another that doesn't allow you to have to full verify your account until a certain dollar limit is reached.

Big dom the donkey destroyer.
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March 26, 2017, 04:41:19 AM
 #3951

Looks like something is still up with the withdrawal process for some people? maybe just me? i tried making a withdrawl and it didn't appear to be going through, I never got the email asking for withdrawal approval, so I canceled the order.  90 minutes later and btc hasnt been returned to my balance :/
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March 26, 2017, 05:41:25 AM
 #3952

Looks like something is still up with the withdrawal process for some people? maybe just me? i tried making a withdrawl and it didn't appear to be going through, I never got the email asking for withdrawal approval, so I canceled the order.  90 minutes later and btc hasnt been returned to my balance :/

Same with me to make a withdrawal but did not receive a confirmation email then I cancel a withdrawal but the balance is still not available
Also there is a problem on my deposit, deposit successfully confirmed  but is not available in my  kraken account
I've just sent a support ticket and was still waiting for an answer.




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Dargo
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March 26, 2017, 07:26:42 AM
 #3953

Looks like something is still up with the withdrawal process for some people? maybe just me? i tried making a withdrawl and it didn't appear to be going through, I never got the email asking for withdrawal approval, so I canceled the order.  90 minutes later and btc hasnt been returned to my balance :/

Same with me to make a withdrawal but did not receive a confirmation email then I cancel a withdrawal but the balance is still not available
Also there is a problem on my deposit, deposit successfully confirmed  but is not available in my  kraken account
I've just sent a support ticket and was still waiting for an answer.

This issue should be resolved now. If you are still having the issue, please post/DM your request number and we can look at your account.
Dargo
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March 26, 2017, 07:48:30 AM
 #3954

For doing trading amounts of less than 1000USD would you require an account holder to provide identification before doing a withdrawal?
I ask because most exchanges do ask for this, but they why don't they ask you this information during the registration process to bypass the questioning if you are eligible to do a withdrawal of your funds in your exchange account with them?
You are a major exchange so I would like to think you do have this practice in place to not confuse the people who are signing up an account with using your services.
Thank you for answering my questions on this and hope to be able to sign up an account with your exchange instead of another that doesn't allow you to have to full verify your account until a certain dollar limit is reached.

It depends on where you live and what you are withdrawing. In most countries we have verification tiers that don't require an ID to deposit and withdraw crypto in smaller amounts. In some countries you can also deposit and withdraw fiat in smaller amounts without ID. But in some countries you can't deposit or withdraw fiat, even in smaller amounts, without providing your ID (i.e. in the US, Germany, and Japan). 
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March 26, 2017, 08:56:30 AM
 #3955

Looks like something is still up with the withdrawal process for some people? maybe just me? i tried making a withdrawl and it didn't appear to be going through, I never got the email asking for withdrawal approval, so I canceled the order.  90 minutes later and btc hasnt been returned to my balance :/

Same with me to make a withdrawal but did not receive a confirmation email then I cancel a withdrawal but the balance is still not available
Also there is a problem on my deposit, deposit successfully confirmed  but is not available in my  kraken account
I've just sent a support ticket and was still waiting for an answer.

This issue should be resolved now. If you are still having the issue, please post/DM your request number and we can look at your account.

Thank you all already completed




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btcTreuhand
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March 26, 2017, 09:06:42 AM
 #3956

Dargo, I WANt MY MONEY BACK. Waiting 2 months for you to transfer MY MONEY to mee is not acceptable.

I WANT MY MONEY BACK- but now you do not bother to write anything anymore.

BS
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March 26, 2017, 11:32:13 AM
Last edit: March 26, 2017, 03:18:50 PM by madgpt
 #3957

thank you kraken for solving my issue so fast !
btcTreuhand
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March 26, 2017, 11:47:46 AM
 #3958

Welcome, madgpt, in the club

I was Tier3 for more than two years. Then out of nothing, kraken put my withdrawal on hold and ask for NEW Tier3 verifiation. I did that within a few days (as kraken did not offer any SECURE upload possibility, nor could support use exchange's PGP keys).
Then they told me: I must wait and best is to keep my mouth shut until they, MAYBE SOMEDAY release MY thousands of Euros to MY (known and verified) bank account.

That was TWO MONTHS ago! Nothing happened, support is not writing me anymore and Dargo cannot do anything but IGNORE my as well. If I was part of this criminal company, as Dargo is, I would immediately quit my job to not become accused of helping to steal customer's money.

I would like to sue them before court - before they are away with my money, but I have no money for a lawyer and live in Europe ... what can I do?

In case I can join your standing up against kraken - to get back what is mine and never was kraken's - I will be happy. Send me a PM if you have some ideas how we could join to NOT LET kraken STEAL OUR MONEY.

Best wishes
BS
Dargo
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March 26, 2017, 06:16:08 PM
 #3959

Welcome, madgpt, in the club

I was Tier3 for more than two years. Then out of nothing, kraken put my withdrawal on hold and ask for NEW Tier3 verifiation. I did that within a few days (as kraken did not offer any SECURE upload possibility, nor could support use exchange's PGP keys).
Then they told me: I must wait and best is to keep my mouth shut until they, MAYBE SOMEDAY release MY thousands of Euros to MY (known and verified) bank account.

That was TWO MONTHS ago! Nothing happened, support is not writing me anymore and Dargo cannot do anything but IGNORE my as well. If I was part of this criminal company, as Dargo is, I would immediately quit my job to not become accused of helping to steal customer's money.

I would like to sue them before court - before they are away with my money, but I have no money for a lawyer and live in Europe ... what can I do?

In case I can join your standing up against kraken - to get back what is mine and never was kraken's - I will be happy. Send me a PM if you have some ideas how we could join to NOT LET kraken STEAL OUR MONEY.

Best wishes
BS

I replied to you a few days ago, so I'm not ignoring you. I'm not going to respond every time you post unless I have something new to tell you. The current status is that your account is under investigation and we cannot release funds during the investigation or explain the nature of the investigation, but it involves more than a question about the identity of the account (there is also a question about how the account is being used and other matters), so providing updated ID documents is not alone sufficient to resolve the investigation. As I said in my last response to you, I'm working to get you an update in the ticket but don't have that yet. I'm hoping we can get you an update sometime next week, but until then I have nothing new to tell you. Also, we never told you to keep your mouth shut. The only thing I said was that it is probably best to wait for the situation to resolve informally rather than taking up a formal dispute on the matter (since you were asking how to do this). 
Dargo
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March 26, 2017, 06:24:56 PM
 #3960

I think this tier verification system is really crap. Angry

Cause who wants to rely on this kind of system and then once you do have enough to withdraw you will not be able to because with them tell you that you did not pass the next tier to continue using their exchange any longer.

Who in the hell wants to hear that if they have more than $10k held in their exchange wallet put into assets using their site?
Really raw end of the stick if you ask me.  Embarrassed

You see any other exchange doing this kind of trick with their customers? Undecided
No you don't! Roll Eyes

Actually a tiered verification system makes a lot sense because it prevents clients who only need to transact in smaller amounts from having to submit more personal information than necessary. The alternative would be to have no tiers and everyone has to submit the maximum amount of information regardless of how much they want to transact, which is definitely not an attractive approach.

Verifications tiers are actually pretty common in this industry. Even exchanges that don't have explicit tiers will likely have further verification requirements if you want to transact in higher volumes.
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