[ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH

[Bonez0r]

Feature request: EURUSD pair (like Bitstamp).

Request noted, but this isn't something we are likely to offer soon.

Actually the reason i asked is because i wanted to deposit USD from my EUR bank account, but i need to use Paycash for that and you have temporarily disabled that on the site . With a EURUSD pair i could deposit EUR and then convert to USD. I could do the same by first converting to BTC and then to USD, but the exchange rate was not favorable.

So my real question is, is Paycash depositing coming back and if so, when?

[stereotype]

10 days, and no human response to my original support ticket, regarding a stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.

Kraken is broke.

Yes, we have a very long backlog right now. I asked before and you didn't want to do this, but if you post the ticket number or DM it to me I can ask support to escalate it and get a response to you as soon as possible.

How about you repair your utterly broken support process, instead of allowing que-jumping? I asked before, why you are getting these very long backlogs??

-------------------------------------------

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

[RogerG3]

@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.

Update 03-24-17: My deposit has now been reviewed and approved. My funds have been unavailable for 7 days.

[Dargo]

10 days, and no human response to my original support ticket, regarding a stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.

Kraken is broke.

Yes, we have a very long backlog right now. I asked before and you didn't want to do this, but if you post the ticket number or DM it to me I can ask support to escalate it and get a response to you as soon as possible.

How about you repair your utterly broken support process, instead of allowing que-jumping? I asked before, why you are getting these very long backlogs??

-------------------------------------------

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

I'm sure there are things that could be done to improve the support process, but the process itself isn't really broken - the main issue is that in recent months our ticket volume has been increasing very rapidly, so fast that it's difficult to hire new people and get them through the long training process fast enough to keep up. More than the support process, there are other issues that need to be addressed to reduce the volume of tickets.

Again, you are welcome to DM me your ticket number so I can alert support. This isn't always a matter of jumping the que, because sometimes tickets don't show up in the que due to some technical glitch and sometimes we have responded to the ticket but the client doesn't get the email, either because it's gone to their spam folder or it didn't get sent due to some technical issue. Problems like this are rare, but do happen.
 

[Dargo]

@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.

[stereotype]

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.

[RogerG3]

@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.

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?

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

[btcTreuhand]

RogerG3

My money was put o hold February the 2nd.

Until now: NOTHING. Kraken knows my identity 100%, I made another photo-ID on kraken-request 3rd on Feburaray - even though a I was Tier3 already!
Kraken took MY MONEY 2 MONTHs ago - and does not bother to give it back to me!

Dargo writes, sometimes, weeks passing, that I must WAIT as ONLY they decide what they do with customer's money: steal or give back, maybe, some day who knows when. Kraken took my money and tells me to keep calm and wait. I do not know how to sue them before court from Europe, but I surly would if I ws anywhere close or had the money to pay a lawyer.

And they cannot tell me why they keep MY MONEY (thousands of EUROS!!!) and how long they will keep it and they do not offer any offical dispute possibility. Kraken simply steals - bitter and easy.

You sent them money? OK, MAYBE kraken takes it, maybe not, depends on how lucky you are. If they do this to many people, their backlog in support can be VERY long, yes.

GOOD LUCK!

BS

PS: Dargo: I WANT MY MONEY BACK.

[Su100]

Kraken warning?

As I have been reading a few recent posts, I am not the only one experiencing problems with Kraken. Remember all exchanges that went bust gave us warnings ahead? Is this a temporary management failure or a sign Kraken is going down?



Anyway, I just want to add my 2 cents to the conversation.

 I sent money to kraken on March 14. Its March 23rd today, the funds have not been deposited. I used to use Kraken coz their SEPA with Fidor bank worked great, until my recent experience.

Sometimes even when I sent the funds early morning, they were credited in the afternoon. Max the following day.

These days, money havent been credited over a week, same is to say with support tickets. Damn when I have overload of customer requests I manage it somehow, either outsource or hire some part time people to handle what my current operation cant.

However, screw the tickets, they wouldnt be occurring if things worked in the first place.

Anyone having similar experience with funds not being deposited more than a few days?

[Dargo]

@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.

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]

Kraken warning?

As I have been reading a few recent posts, I am not the only one experiencing problems with Kraken. Remember all exchanges that went bust gave us warnings ahead? Is this a temporary management failure or a sign Kraken is going down?



Anyway, I just want to add my 2 cents to the conversation.

 I sent money to kraken on March 14. Its March 23rd today, the funds have not been deposited. I used to use Kraken coz their SEPA with Fidor bank worked great, until my recent experience.

Sometimes even when I sent the funds early morning, they were credited in the afternoon. Max the following day.

These days, money havent been credited over a week, same is to say with support tickets. Damn when I have overload of customer requests I manage it somehow, either outsource or hire some part time people to handle what my current operation cant.

However, screw the tickets, they wouldnt be occurring if things worked in the first place.

Anyone having similar experience with funds not being deposited more than a few days?

If you post your ticket number or DM it to me we can escalate your ticket. We have been hiring many new support agents but it takes time to hire and train them. We don't outsource for security reasons and also because of the extensive training required. I completely agree that the source of the problem is with too many tickets getting created in the first place and there are many issues we are/will be addressing to reduce the number of tickets.

[Dargo]

RogerG3

My money was put o hold February the 2nd.

Until now: NOTHING. Kraken knows my identity 100%, I made another photo-ID on kraken-request 3rd on Feburaray - even though a I was Tier3 already!
Kraken took MY MONEY 2 MONTHs ago - and does not bother to give it back to me!

Dargo writes, sometimes, weeks passing, that I must WAIT as ONLY they decide what they do with customer's money: steal or give back, maybe, some day who knows when. Kraken took my money and tells me to keep calm and wait. I do not know how to sue them before court from Europe, but I surly would if I ws anywhere close or had the money to pay a lawyer.

And they cannot tell me why they keep MY MONEY (thousands of EUROS!!!) and how long they will keep it and they do not offer any offical dispute possibility. Kraken simply steals - bitter and easy.

You sent them money? OK, MAYBE kraken takes it, maybe not, depends on how lucky you are. If they do this to many people, their backlog in support can be VERY long, yes.

GOOD LUCK!

BS

PS: Dargo: I WANT MY MONEY BACK.

I tried to get an update for you a while back but was told there was no new information. I asked again a few minutes ago and we'll try to provide an update to the ticket as soon as possible. I can't promise there will be new information but I think at the very least you should get some kind of response in the ticket. 

[Su100]

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.

[Dargo]

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.  

[Dargo]

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]

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

[RogerG3]

@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.

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]

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

[stereotype]

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]

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.