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

[heazog]

Hi Dargo,

i can't withdraw Bitcoins.

Withheld (converted) is set to $936.25, but there are no open/pending orders.

Plese have a look at request #230794

Thanks

[1715195732]

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[Bonez0r]

Where can i see my balances on the new trading platform? And i guess closed orders is gone?

[segeln]

Hi Dargo,
thank you very much for your help.I am now kraken tier 3.
And I saw there a lot of security choises:
yubekey.
masterpaswoert for account recovery etc
Really great!
Thanks

segeln

[Bonez0r]

@ the people who have "on hold" problems for their withdrawals, have you looked in your mail again? I just did a withdrawal of USDT and i got the email with "If you requested this action, great, it was successful" in it, so i assumed that the transaction was complete (and as far as i can remember my withdrawals have always been complete after receiving this email), but then noticed the status changed to "on hold". Two minutes after the first email, a second email arrived with "approval required". It may be that some of you have made the same assumption as i have after reading the first email. So just in case check your email again if the withdrawal status changes to "on hold".

[Anarchist]

If your country regulation ask you to report your profit from bitcoin trading and if you're using kraken, be carefull to no trying to cheat your taxs report guys, specialy with this exchange

[FlensGold]

Hey Dargo,
a friend whom I recommended Kraken wanted to do his first BTC withdrawal (less than 0.2BTC) 11 days ago. This withdrawal was set on-hold, he created a ticket (#219305) but neither he received a useful response to this (only "we are busy...") and the withdrawal is still stuck.

Could you please push this somehow, since waiting 11 days for a withdrawal is a no-go.
Regards

Problem still exists. Ticket has been answered, but did not help. It would be good if someone could push Ticket #234225.

[Hardreck]

Sent USD to Kraken on the 4/ 20th .. still waiting for the transfer... Anything I can do to move this along ?? 234615  Kraken support number.

[xxcsu]

Really need some help   : Kraken Request #228607
I dont have access to my funds in the past 10-12 days ...$15000+ requested withdraw to us bank account transaction is cancelled first without any explanation after 2 days, then for a second try it was pending for 5 days , requested cancellation but still no fund back to my kraken account or wired to my bank account.
Im tier 3 verified

ANY HELP WOULD BE APPRECIATED

[Hardreck]

So if i screwed up a Deposit for USD ... as I haven't received none of the info to take to my bank to deposit into Kraken, is thier a way to cancel the deposit, and start a new one ?

[xxcsu]

UPDATE AS OF 4-27-2017
After i posted my issue here , my problem is has been fixed with less than 24 hours. I received back all my funds to my kraken account ! Withdraw to my bank account did not happened
Im a little bit scared to exchange my coins to usd and withdraw to my us bank account after this , but i will give a try again soon with less coins/money , and i will let you guys know the result
THANK YOU


Dear Kraken ! or anyone who is representing this company on this forum or anywhere else !
Im not sure what is going on with your company , but i still have my 15000$ missing from my bank account !

IM NOT SAYING DONT TRUST THIS COMPANY , IM NOT SAYING THEY TAKE AWAY MY MONEY ( not yet ) , I JUST WANT TO SHARE MY OWN PERSONAL EXPERIENCE WITH THIS COIN TRADING PLATFORM. KRAKEN SAYS SYNAPSEPAY HOLDING MY MONEY , SYNAPSEPAY SAYS KRAKEN HOLDING MY MONEY!!!

ANY HELP WOULD BE APPRECIATED FROM ANY KRAKEN REP , Kraken Request #228607

"SynapsePay is not responsible for goods or services purchased or funds sent or deposited using the System between Sender, Receiver or Third Party Platforms.  The seller of goods / services, the Receiver or the Third Party Platform is responsible for providing the goods and services purchased and related customer services issues.  You are responsible for resolving any disputes you may have with the seller, Sender, Receiver or Third Party Platform.  If you have exhausted options to resolve the dispute, you may file a claim with SynapsePay by contacting us at help@synapsepay.com. "



There is a script about the communication with your customer service rep  , i want to make sure everybody can learn from this on this forum and anywhere else . Yes im a little bit upset , disappointed , frustrated ...

***************************
Request #228607
Pending Synapse Transaction

***************************
Kraken User April 19, 2017 00:12
Recent withdrawals
ID   Date   Type   Amount   Fee   Status   
AYHAS4N   04-17-17 22:55:44 -0400   SynapsePay (US Wire) $15,193.96   $5.00   Pending   
AYHWPKF   04-15-17 07:55:35 -0400   SynapsePay (US Wire) $15,193.96   $5.00   Failure

**********************
Kraken User Friday at 00:20
My withdraw request was pending for 5 days , i requested to cancel today as of 04-21-2017, as i need my 15000$ ! I did not get much help from the "support" team.
I tired to withdraw my 15k+ USD in the past 6 days , without any success . First try was canceled without any explaination ,second try was pending for 4-5 days , so i requested the cancellation for that withdraw .
Can anyone help me with get my money please

******************
XXXX Friday at 16:38
Dear ZZZZ,

Sorry you were not able to make a withdrawal. We have been informed that we are required by our funding partner, SynapsePay, to obtain a copy of your social security card prior to adding the funds to your account.  (copy of my ss number provided within 6 hour of this request )

All client-submitted SSN numbers are validated prior to the release of their first deposit. If the SSN comes back as invalid, we are required to obtain an image of the physical card to reconcile the discrepancy. It very well could have been a typo, however, when this happens we need a copy of the card. Please upload a photo or scan of your SSN via the Get Verified -> Tier 3 page in your Kraken account. Or attach it when you reply.

Once that is done SynapsePay will review it and then release your funds. Please let me know if you have any questions.

Sincerely,

XXXX
Client Engagement

***********************
Kraken User Friday at 17:03
Who is holding my funds now ( 15.000$ ) ? Kraken or Synapspay ? I'm a tier 3 verified on your website , and I provided my social security number for the tier 3 verified "title" and it was valid that is how I become Tier 3 verified .

I'm away from the computer , and my SS card at this moment .
I really need my money !!! To my bank account or back to my Kraken account . I don't have access for my 15.000$ for 7 days ...!

***********************
XXXX Friday at 20:34
Dear ZZZZ,

SynapsePay has held the funds. They do their own verification review, and they found a discrepancy. So, they require a SSN card. I'm sorry for the inconvenience. Please let me know when you have uploaded your card, so that we can have you make a new attempt.

Sincerely,

XXXX
Client Engagement

***********************
Kraken User Friday at 22:55
i did not find any option on your website to upload my social security number , under tier 3 verification only one option is available to upload any document , and that is ; " ID confirmation photo "
i attached a picture about my ss number to this email , please let me know any available update about my case . I need my money

**********************
XXXX Saturday at 03:16
Hi, ZZZZ!

Thanks for your cooperation! It looks like you may have tried to cancel your current withdrawal. Did you want to move forward with it, or cancel it? I'm not sure what options we actually have since it's in the middle of the processing phase, but I will try to see what I can do. Just confirm the action you would like.

Sincerely,

XXXX
Client Engagement

*************************
Kraken User Saturday at 10:05
Hi !

Yes I tired to cancel my withdraw after it was pending for a few days.
If it's possible I would like to move forward , and withdraw the money to my us bank account .
Thank You !

*************************
Kraken User Monday at 10:26
Good Morning !

Another 2 days gone and I still don't have my money back , it's not credited back to my kraken account , or wired to my us bank account .
I provided my SS number , you mentioned earlier that is the only document I need to complete the withdraw to my us bank account .
I would be happy to hear some update on my case , and know the estimated time when I'm going to be able to get back my money .


*******************
XXXX Monday at 20:19
Dear ZZZZ,

I have submitted a request to return the funds back to your account. This can take 1-2 business days. Once the funds are back into your Kraken account, you can make a new withdrawal request. ( i did not asked to return my money to my kraken account , i asked to go ahead with the withdraw process to my bank account !!!! )

Sincerely,

XXXX
Client Engagement

*************************
Kraken User Monday at 20:23
Ok ! Thank You for the update !

*************************
Kraken User Today at 09:32
Good Morning! Two business days are gone from this week , and i still dont have my money back to my Kraken account , and still have a cancel requested status on the side under my requested transaction on your website ! today is the 10th day i dont have access to my funds , im loosing money, i can not trade or doing any business with that 15k+ USD in the past 10-12 days
Do you have any updated information where is my money ? or who is holding my money now ?
Thank You!

Ok ! Thank You for the update !

*****************
XXXX Today at 14:11
Dear ZZZZ,

I'm sorry about the delay. Unfortunately, we are not able to get the funds returned to you from the Kraken end because Synapse has control of the funds. So, I have put in a request at Synapse to move forward with your withdrawal. ( this is what i requested 4 days ago )

I recognize how frustrating this situation is. For your trouble, I can offer 2,500 KFEE trading credits to your Kraken account. This is equivalent to $25 can be used for Kraken trading fees. It takes about a week to get it credited to your Kraken account.

Sincerely,

XXXX
Client Engagement

***********************
Kraken User Today at 14:37
Ok ! But how long is take to get my money ? How long this process will take till my money going to show up on my us bank account ?

Yes it's very frustrating ! Because a week ago you sent me a msg , the only thing is need it is copy of my SS card . Few days ago you sent me a msg the fund will be back to my kraken account within 2 business days ...Thank you for the 25$ credit , but I'm loosing hundreds of dollars bc I don't have access to my money , can not do any trading , can not buy anything .
Yes I'm very frustrated right now , and disappointed :-(
The only thing I need is my hard earned money back ?
So please tell me ! now how many more days I have to wait ?
Thank You !!!

*****************
XXXX Today at 19:48
Dear ZZZZ,

It can take 2-5 business days to get a response/action from Synapse. So, for funds to return to your bank can take 2-7 business days. We understand the ramifications of the delay, and we apologize that this process has taken so long. We will continue to monitor and remind Synapse to take action, so I hope that Synapse will address the issue soon.

Sincerely,

XXXX
Client Engagement

**********************
Kraken User Today at 20:03
Good evening !

I'm not sure what you mean when you saying funds "return" to my bank . That funds did not come from my bank , that funds should come from kraken to my bank account as a i traded my mined BTC , ETH , ZCash , ETC to USD then I requested a USD withdraw to my us bank account as a tier 3 verified member .


lets do a little math how much money i can earn with that 15K $ in the past 12 dyas if i investing into
BTC : on april 15 for 15k USD i can buy 12.5 BTC (1$=1200USD), that 12.5 BTC today worth  $16025  , 1025$ on poloniex i can sell that 12.5 BTC for 17500$ at this moment.(1btc=1400$) So i can say my loss is 1025$ or it can be 2500$

ETH : on april 15 for that 15K usd i can buy 310.55 ETH ( 1eth=48.3USD ) , that 310.55 ETH right now worth 17763$ so my loss is 2773$

Thank You for that 25$ credit what you offered for me for all my trouble  , the only thing i want is my money back , and talk to someone who have some experience who know how to handle situation like this one on the right way !

[BertMan]

Ticket #224764

I provided my government ID and proof of residency over 6 months ago in Nov. 2016 and my account is still pending in Tier 3 verification.

I've emailed support several times over the last two weeks without any response except an initial stock answer saying that "we're experiencing a higher volume of requests". You've had 6 MONTHS to verify and no update on what happened to my account.

Have you lost my personal info? Did something happen to it? I trusted your site by providing my Credit Card and Drivers licence months ago and now I can't seem to get a hold of anyone from this exchange. This is unacceptable, I have been very unimpressed with my experiences thus far.

Be legendary and get your shit together.

[becoin]

There is something fishy going on with Kraken. They initiate trading in a lot of shitty coins while bitcoin exchange rate is lagging substantially behind average market. Recently while I try to buy bitcoins at those undervalued prices my order is accepted, market goes even below my order rate for couple of minutes but order stays untouched. It is only after rate jumps when my order appears on the order list. This is called "front running" and is the nastiest possible way of an exchange to rob their customers. Please, investigate who is the insider that is doing that or you'll be out of business soon!

[BadAss.Sx]

I also don't trust Kraken anymore....there is surely something fishy going on and would advise to anyone to stay alert.

[BertMan]

Ticket #224764

I provided my government ID and proof of residency over 6 months ago in Nov. 2016 and my account is still pending in Tier 3 verification.

I've emailed support several times over the last two weeks without any response except an initial stock answer saying that "we're experiencing a higher volume of requests". You've had 6 MONTHS to verify and no update on what happened to my account.

Have you lost my personal info? Did something happen to it? I trusted your site by providing my Credit Card and Drivers licence months ago and now I can't seem to get a hold of anyone from this exchange. This is unacceptable, I have been very unimpressed with my experiences thus far.

Be legendary and get your shit together.

Issue was resolved shortly after I posted here. The email I initially signed up with was no longer active and they sent me an update 6 months ago saying that some of my info was clipped off in the photos. It was partially my fault in the end.

It's unfortunate that I had to post here to get help, I had sent 3 emails to support in the last two weeks and only received one stock answer response to my initial email. This could have been handled a lot sooner if someone had actually looked at the info I provided. I've noticed that these companies often hire offshore support which have 8-10 stock answers to choose from and typically provide little to no support whatsoever. 

[Dargo]

Haven't had a chance to post in a while, but for everyone who has been posting with ticket numbers here or by PM, I've been passing those messages along to support - please let me know if you are still waiting to hear back about your issue. 

[Ryland R. Taylor-Almanza]

Is this exchange even viable to use anymore?
It seems that almost all the large bitcoin exchanges are failing one way or another with the sudden surge of the price of bitcoin going over $1425 all the sudden.

Why is this anyways?

They can not handle the price increase or the sheer volume accustom with a sudden price increase like this over a course of just two weeks?

Kind of concerning if you ask me.

[Dargo]

There is something fishy going on with Kraken. They initiate trading in a lot of shitty coins while bitcoin exchange rate is lagging substantially behind average market. Recently while I try to buy bitcoins at those undervalued prices my order is accepted, market goes even below my order rate for couple of minutes but order stays untouched. It is only after rate jumps when my order appears on the order list. This is called "front running" and is the nastiest possible way of an exchange to rob their customers. Please, investigate who is the insider that is doing that or you'll be out of business soon!

Nobody has the ability to block your order from getting executed if there are orders to match it with and no orders ahead of yours at the same price. Please create a support request about the behavior you describe above, if you haven't already, so we can look into it. You can post the ticket number here or send it to me by PM.  

[stereotype]

@Dargo

What has specifically been done in the last few weeks at Kraken HQ, to address your failed/failing support system?

[xxcsu]

UPDATE AS OF May-02-2017
So after i received back my funds (15k+ USD ) to my Kraken account , i exchanged all my USD to different coins , a few hours later exchanged 2BTC to USD , i created a withdraw request to my US bank account . All transaction , exchange went smooth , without any problem , the requested withdraw USD amount showed up on my US bank account today morning. ( 5 days included weekend) , I also withdraw all my purchased coins to my cold storage wallet without any problem...

MY SUGGESTION WOULD BE : IF YOU HAVE ANY PROBLEM WITH KRAKEN SUPPORT , YOU SHOULD POST YOUR Kraken Ticket Number here including a short description of your problem , Im sure here you can get a respond, or get attention for your case from a knowledgeable person , who is representing Kraken !

After all this mess i went through with Kraken , i have a 100% trust for this company , and definitely will use they service in the future !

UPDATE AS OF 4-27-2017
After i posted my issue here , my problem is has been fixed with less than 24 hours. I received back all my funds to my kraken account ! Withdraw to my bank account did not happened
Im a little bit scared to exchange my coins to usd and withdraw to my us bank account after this , but i will give a try again soon with less coins/money , and i will let you guys know the result
THANK YOU


Dear Kraken ! or anyone who is representing this company on this forum or anywhere else !
Im not sure what is going on with your company , but i still have my 15000$ missing from my bank account !

IM NOT SAYING DONT TRUST THIS COMPANY , IM NOT SAYING THEY TAKE AWAY MY MONEY ( not yet ) , I JUST WANT TO SHARE MY OWN PERSONAL EXPERIENCE WITH THIS COIN TRADING PLATFORM. KRAKEN SAYS SYNAPSEPAY HOLDING MY MONEY , SYNAPSEPAY SAYS KRAKEN HOLDING MY MONEY!!!

ANY HELP WOULD BE APPRECIATED FROM ANY KRAKEN REP , Kraken Request #228607

"SynapsePay is not responsible for goods or services purchased or funds sent or deposited using the System between Sender, Receiver or Third Party Platforms.  The seller of goods / services, the Receiver or the Third Party Platform is responsible for providing the goods and services purchased and related customer services issues.  You are responsible for resolving any disputes you may have with the seller, Sender, Receiver or Third Party Platform.  If you have exhausted options to resolve the dispute, you may file a claim with SynapsePay by contacting us at help@synapsepay.com. "



There is a script about the communication with your customer service rep  , i want to make sure everybody can learn from this on this forum and anywhere else . Yes im a little bit upset , disappointed , frustrated ...

***************************
Request #228607
Pending Synapse Transaction

***************************
Kraken User April 19, 2017 00:12
Recent withdrawals
ID   Date   Type   Amount   Fee   Status   
AYHAS4N   04-17-17 22:55:44 -0400   SynapsePay (US Wire) $15,193.96   $5.00   Pending   
AYHWPKF   04-15-17 07:55:35 -0400   SynapsePay (US Wire) $15,193.96   $5.00   Failure

**********************
Kraken User Friday at 00:20
My withdraw request was pending for 5 days , i requested to cancel today as of 04-21-2017, as i need my 15000$ ! I did not get much help from the "support" team.
I tired to withdraw my 15k+ USD in the past 6 days , without any success . First try was canceled without any explaination ,second try was pending for 4-5 days , so i requested the cancellation for that withdraw .
Can anyone help me with get my money please

******************
XXXX Friday at 16:38
Dear ZZZZ,

Sorry you were not able to make a withdrawal. We have been informed that we are required by our funding partner, SynapsePay, to obtain a copy of your social security card prior to adding the funds to your account.  (copy of my ss number provided within 6 hour of this request )

All client-submitted SSN numbers are validated prior to the release of their first deposit. If the SSN comes back as invalid, we are required to obtain an image of the physical card to reconcile the discrepancy. It very well could have been a typo, however, when this happens we need a copy of the card. Please upload a photo or scan of your SSN via the Get Verified -> Tier 3 page in your Kraken account. Or attach it when you reply.

Once that is done SynapsePay will review it and then release your funds. Please let me know if you have any questions.

Sincerely,

XXXX
Client Engagement

***********************
Kraken User Friday at 17:03
Who is holding my funds now ( 15.000$ ) ? Kraken or Synapspay ? I'm a tier 3 verified on your website , and I provided my social security number for the tier 3 verified "title" and it was valid that is how I become Tier 3 verified .

I'm away from the computer , and my SS card at this moment .
I really need my money !!! To my bank account or back to my Kraken account . I don't have access for my 15.000$ for 7 days ...!

***********************
XXXX Friday at 20:34
Dear ZZZZ,

SynapsePay has held the funds. They do their own verification review, and they found a discrepancy. So, they require a SSN card. I'm sorry for the inconvenience. Please let me know when you have uploaded your card, so that we can have you make a new attempt.

Sincerely,

XXXX
Client Engagement

***********************
Kraken User Friday at 22:55
i did not find any option on your website to upload my social security number , under tier 3 verification only one option is available to upload any document , and that is ; " ID confirmation photo "
i attached a picture about my ss number to this email , please let me know any available update about my case . I need my money

**********************
XXXX Saturday at 03:16
Hi, ZZZZ!

Thanks for your cooperation! It looks like you may have tried to cancel your current withdrawal. Did you want to move forward with it, or cancel it? I'm not sure what options we actually have since it's in the middle of the processing phase, but I will try to see what I can do. Just confirm the action you would like.

Sincerely,

XXXX
Client Engagement

*************************
Kraken User Saturday at 10:05
Hi !

Yes I tired to cancel my withdraw after it was pending for a few days.
If it's possible I would like to move forward , and withdraw the money to my us bank account .
Thank You !

*************************
Kraken User Monday at 10:26
Good Morning !

Another 2 days gone and I still don't have my money back , it's not credited back to my kraken account , or wired to my us bank account .
I provided my SS number , you mentioned earlier that is the only document I need to complete the withdraw to my us bank account .
I would be happy to hear some update on my case , and know the estimated time when I'm going to be able to get back my money .


*******************
XXXX Monday at 20:19
Dear ZZZZ,

I have submitted a request to return the funds back to your account. This can take 1-2 business days. Once the funds are back into your Kraken account, you can make a new withdrawal request. ( i did not asked to return my money to my kraken account , i asked to go ahead with the withdraw process to my bank account !!!! )

Sincerely,

XXXX
Client Engagement

*************************
Kraken User Monday at 20:23
Ok ! Thank You for the update !

*************************
Kraken User Today at 09:32
Good Morning! Two business days are gone from this week , and i still dont have my money back to my Kraken account , and still have a cancel requested status on the side under my requested transaction on your website ! today is the 10th day i dont have access to my funds , im loosing money, i can not trade or doing any business with that 15k+ USD in the past 10-12 days
Do you have any updated information where is my money ? or who is holding my money now ?
Thank You!

Ok ! Thank You for the update !

*****************
XXXX Today at 14:11
Dear ZZZZ,

I'm sorry about the delay. Unfortunately, we are not able to get the funds returned to you from the Kraken end because Synapse has control of the funds. So, I have put in a request at Synapse to move forward with your withdrawal. ( this is what i requested 4 days ago )

I recognize how frustrating this situation is. For your trouble, I can offer 2,500 KFEE trading credits to your Kraken account. This is equivalent to $25 can be used for Kraken trading fees. It takes about a week to get it credited to your Kraken account.

Sincerely,

XXXX
Client Engagement

***********************
Kraken User Today at 14:37
Ok ! But how long is take to get my money ? How long this process will take till my money going to show up on my us bank account ?

Yes it's very frustrating ! Because a week ago you sent me a msg , the only thing is need it is copy of my SS card . Few days ago you sent me a msg the fund will be back to my kraken account within 2 business days ...Thank you for the 25$ credit , but I'm loosing hundreds of dollars bc I don't have access to my money , can not do any trading , can not buy anything .
Yes I'm very frustrated right now , and disappointed :-(
The only thing I need is my hard earned money back ?
So please tell me ! now how many more days I have to wait ?
Thank You !!!

*****************
XXXX Today at 19:48
Dear ZZZZ,

It can take 2-5 business days to get a response/action from Synapse. So, for funds to return to your bank can take 2-7 business days. We understand the ramifications of the delay, and we apologize that this process has taken so long. We will continue to monitor and remind Synapse to take action, so I hope that Synapse will address the issue soon.

Sincerely,

XXXX
Client Engagement

**********************
Kraken User Today at 20:03
Good evening !

I'm not sure what you mean when you saying funds "return" to my bank . That funds did not come from my bank , that funds should come from kraken to my bank account as a i traded my mined BTC , ETH , ZCash , ETC to USD then I requested a USD withdraw to my us bank account as a tier 3 verified member .


lets do a little math how much money i can earn with that 15K $ in the past 12 dyas if i investing into
BTC : on april 15 for 15k USD i can buy 12.5 BTC (1$=1200USD), that 12.5 BTC today worth  $16025  , 1025$ on poloniex i can sell that 12.5 BTC for 17500$ at this moment.(1btc=1400$) So i can say my loss is 1025$ or it can be 2500$

ETH : on april 15 for that 15K usd i can buy 310.55 ETH ( 1eth=48.3USD ) , that 310.55 ETH right now worth 17763$ so my loss is 2773$

Thank You for that 25$ credit what you offered for me for all my trouble  , the only thing i want is my money back , and talk to someone who have some experience who know how to handle situation like this one on the right way !

[Dargo]

@Dargo

What has specifically been done in the last few weeks at Kraken HQ, to address your failed/failing support system?

The "failed/failing" characterization isn't very accurate because it makes it sound like support isn't working at all when in fact support is helping many thousands of clients every week. But we still have a backlog of tickets that is causing unacceptable delays for many clients - we are addressing this issue by hiring more support staff, improving operational efficiency, and reducing pain points so that fewer tickets are created in the first place. But it's not a magic quick fix. It takes time and we continue to grow at a very fast pace, making it take even longer to get caught up.