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[Dargo]

I have an support ticket (#14288) open for more than a week now.

It is about two take profit orders which were closed at a market price far below the take profit price (like €100 below the market price). And they had a different take profit price, but were closed one second after each other.
It could be a bug, so I think it would be good if someone of kraken.com looked after it.
But at least I would like to have a reaction to my ticket, and maybe the orders could be reverted or something like that.

Someone replied to your ticket a little while ago.

Updates on this? The ticket reply only promised that a dev would look into it...

Probably support hasn't heard anything more about it yet and the dev is still investigating, but it'd be best if you asked for updates through the ticket. We're still pretty heavily loaded in support, so support staff don't have a lot of time to just "check in" if there isn't anything new to say.

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[Dargo]

Any luck asking for higher limits? I've "pitched" my algo because they were reluctant to up the limits on account of my balance being small, but i'm still waiting on the response. I'm would like to now what kind of a rates i should think of for a volume of around 10-20K usd per day.


Related to this, i understand kraken values its trading engine resources highly. I really think you should krank down the decimals allowed for prices. 5 decimals
at 600 eur per btc is insignificantly low compared to transaction cost and spread, especially with these kinds of volumes.  I sometimes see bots trying to outbid eachother for 0.00001 price differences, which does almost nothing for the spread nor trading volume but takes up just as much resources nonetheless. Incidentally it also makes it much easier to see what average price at size is going to be when looking at the orderbook.

I'd say 2 decimals is more then enough, which is relatively still higher then the ticksize in fiat forex, where volume is much higher, volatility lower and transaction cost much smaller. Also bitstamp does it succesfully being one of the biggest players.

Anyone wants to weigh in on this?

edit: Another thing about the api, it seems to me that calls for account balance/trade history/open orders is much less intensive to your system, as this is just a read operation. Maybe it's an idea to have a separate limit for these calls, or let them count towards your limit fractionally or something. To me higher limits are mainly necessary to know faster whether my orders are filled yet this takes away from the amount of orders i can do right now.

tbosman - support did reply to your ticket. Did you not get the response?

I'll run the idea of fewer decimal places by the devs and see what they say. If we made such a change we would of course announce it first.

[Dargo]

Well in my case the situation looks very bleak.

Having had contact from Kraken support agents, the problem has potential been identified as to why my withdrawals have disappeared. Whilst initiating the transfers and setting the account up, I spoke to my local bank over the phone to confirm IBAN / BIC etc. Was stated that I would need to use an intermediary bank, BIC for such provided but no bank name / address could be given for this intermediary bank. When quizzed if this would cause a problem was uncategorically assured that there would be no problems with no giving the further detail.

As it so happens this is not the case; if your bank requires an intermediary bank to be used, YOU MUST ENTER THEIR ADDRESS! Support investigating accordingly, but likely going to be a few weeks before I see this money again.

....and to top it all off, have just found out that my SEPA IBAN detail which was given to me by my bank yesterday, WAS ALSO WRONG. So a second payment was issued to an incorrect IBAN. Bloody banks are horrendous, I tell you.

Dargo, whilst I understand you're likely swamped with support requests. Any assistance you could offer to escalate tickets #17077 and #16784 would be greatly appreciated.

Sigh!

Sorry to hear about this, but it will get sorted out eventually. I've read about other cases where customers have been given incorrect information by their own bank, such as wrong IBAN, BIC, etc.

[tbosman]

Any luck asking for higher limits? I've "pitched" my algo because they were reluctant to up the limits on account of my balance being small, but i'm still waiting on the response. I'm would like to now what kind of a rates i should think of for a volume of around 10-20K usd per day.


Related to this, i understand kraken values its trading engine resources highly. I really think you should krank down the decimals allowed for prices. 5 decimals
at 600 eur per btc is insignificantly low compared to transaction cost and spread, especially with these kinds of volumes.  I sometimes see bots trying to outbid eachother for 0.00001 price differences, which does almost nothing for the spread nor trading volume but takes up just as much resources nonetheless. Incidentally it also makes it much easier to see what average price at size is going to be when looking at the orderbook.

I'd say 2 decimals is more then enough, which is relatively still higher then the ticksize in fiat forex, where volume is much higher, volatility lower and transaction cost much smaller. Also bitstamp does it succesfully being one of the biggest players.

Anyone wants to weigh in on this?

edit: Another thing about the api, it seems to me that calls for account balance/trade history/open orders is much less intensive to your system, as this is just a read operation. Maybe it's an idea to have a separate limit for these calls, or let them count towards your limit fractionally or something. To me higher limits are mainly necessary to know faster whether my orders are filled yet this takes away from the amount of orders i can do right now.

tbosman - support did reply to your ticket. Did you not get the response?

I'll run the idea of fewer decimal places by the devs and see what they say. If we made such a change we would of course announce it first.

Hi Dargo,
I got a response to the initial ticket requesting more info about my trading, which i responded to on january 9 (two emails), but haven't heard back since. Not in the spam folder either.

[Avalaxy]

Hi all,

I just submitted a new major release for my Kraken app. It will include an overview of your balance, an overview of your open & closed orders, and the ability to close orders.

Here's a quick teaser:



I hope it will be live in the store within 5 days, but I'm not sure if it will pass certification since I didn't provide my API key.

[Dargo]

For those who are interested, here's a pretty good explanation of how money is moved in the banking system (and it relates the issue to bitcoin a bit). It's pretty basic, but gives a good explanation of how "correspondent" banks are used in the banking system. It's important to realize that banks transfers usually don't go directly from one bank to another. One or more intermediary banks are used and this increases the chances for transfers to get stuck/lost somewhere along the way from the sending bank to the receiving bank.  

http://gendal.wordpress.com/2013/11/24/a-simple-explanation-of-how-money-moves-around-the-banking-system/

[Dargo]

Hi Dargo,
I got a response to the initial ticket requesting more info about my trading, which i responded to on january 9 (two emails), but haven't heard back since. Not in the spam folder either.

PMed the latest response from support on your ticket.

[asbestross]

Sorry to hear about this, but it will get sorted out eventually. I've read about other cases where customers have been given incorrect information by their own bank, such as wrong IBAN, BIC, etc.

Thanks Dargo;
I'm confident that it will be resolved eventually, support already advised the SEPA has been returned so will be credited to my account shortly; just waiting on further info regarding the failed wire transfers but again have every confidence in your support teams.

Many compliments to Kraken, compared to other exchanges your services and support are miles above the competition.
Just wish my bank could instill the same confidence in me lol!

Cheers

[qxzn]

Related to this, i understand kraken values its trading engine resources highly. I really think you should krank down the decimals allowed for prices. 5 decimals at 600 eur per btc is insignificantly low compared to transaction cost and spread, especially with these kinds of volumes.  I sometimes see bots trying to outbid eachother for 0.00001 price differences, which does almost nothing for the spread nor trading volume but takes up just as much resources nonetheless. Incidentally it also makes it much easier to see what average price at size is going to be when looking at the orderbook.

I'd say 2 decimals is more then enough, which is relatively still higher then the ticksize in fiat forex, where volume is much higher, volatility lower and transaction cost much smaller. Also bitstamp does it succesfully being one of the biggest players.

Anyone wants to weigh in on this?

Yes, you are correct, the additional granularity really doesn't help the marketplace. It's not disastrous, but it creates an incentive for certain types of bot activity that doesn't really benefit the liquidity of the exchange. I say this as a bot operator who profits a little bit from this sort of activity. At today's prices, I would go further and say that 1 decimal is plenty (making the minimum spread about 1 basis point).

[Ronnin]

Dear Kraken support !

Can someone please respond to e-mails and ticket (Request #17067), I think I deserve it after 3 days or not ?

[asbestross]

Well, gleaming report from me.

Support managed to get the missing wire transfers located and issued as high priority SWIFTS; confirmed into my account several hours later for slightly higher than the interbank exchange rate also.

SEPA that was sent to wrong IBAN has been located and re-credited back to my account also.

Take my hat off to you all at Kraken, keep up the fantastic work!

Many thanks

[Serpens66]

Just noticed something odd. While both bid and ask for BTC/EUR are in the 580 range, a 1 BTC buy at 550 was listed in the trade history, both on the site and via the API. The bid-ask-graph doesn't show the bids or asks coming down from the 580s and there's nothing that indicates why a coin could've been bought at 550. The time of the trade was 01:15:33 CET.

yes.. I also noticed this several times before with different numbers... I also reported it here with a screenshot some weeks ago.

here: https://bitcointalk.org/index.php?topic=290799.msg3858915#msg3858915

Thanks - we'll take a look at this.

Hm.. today there was alot of this kind of bug O.ô (at least 2 times in one hour I watched the market and I think the peak to ~680€ was a bug, too?)
so can you fix this?

[Avalaxy]

It was a 690 peak: http://bitcoinwisdom.com/markets/kraken/btceur. It was definitely a bug, I had a sell order at 620 but it wasn't touched. Somehow someone really bought for 690. Wonder why, and wonder how.

[garan]

Same here, had a sell order at 650 and it hasn't been touched. 

[Serpens66]

At the moment there is a bug with the orderbook, too. Maybe it is the cause for the main bug.
I place a sell order at 612€, but it does not show up in the order book. I waited 5 minutes and also did a new order.
(now after ~7minutes it showed up with several other orders. Now I can make orders as intended)

So there could be a problem with the orderbook, causing these bugs and the 690€ peak.

[Loozik]

It was a 690 peak: http://bitcoinwisdom.com/markets/kraken/btceur. It was definitely a bug, I had a sell order at 620 but it wasn't touched. Somehow someone really bought for 690. Wonder why, and wonder how.

There were also similarily looking occurances in LTCEUR on Kraken (last one happened on 11 Jan 2014). I too would like to know whether it is due to an unintended bug or an intended ''inteligent design''.

[ledmaniak]

Kraken, are there any plans on advertising your platform? I know a lot of dutch guys on another forum are switching to bitstamp because your volume is too low. Which is sad, cause I really like your platform.

[Loozik]

Kraken, are there any plans on advertising your platform? I know a lot of dutch guys on another forum are switching to bitstamp because your volume is too low. Which is sad, cause I really like your platform.

Kraken is the tenth biggest exchange http://www.cryptocoincharts.info/v2/markets/info

Let your Dutch friends give Kraken more time.

[garan]

The problem is not Kraken but the fact there is not much people trading BTC in EUR.
Actually, if we only consider BTC/EUR, Kraken will soon be the first exchange!

Last 24h
Mt.Gox   BTC/EUR   675.000000 EUR   318.1867 BTC   
Kraken   BTC/EUR   607.990000 EUR   316.6295 BTC   
BTC-e   BTC/EUR   613.498000 EUR   170.6412 BTC

Best prices too!

[MusX]

Dargo/support, looking forward for any information regarding the bug related to non filled orders. It seems to be a serious issue.