Bitcoin Forum
September 23, 2019, 02:49:51 PM *
News: If you like a topic and you see an orange "bump" link, click it. More info.
 
   Home   Help Search Login Register More  
Pages: « 1 ... 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 [109] 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 ... 345 »
  Print  
Author Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH  (Read 618948 times)
Serpens66
Legendary
*
Offline Offline

Activity: 2184
Merit: 1017



View Profile
August 10, 2014, 05:35:10 PM
 #2161

Do you have problems with withdrawing bitcoins again?
I ordered a withdrawal 40 minutes ago, but it's not in the blockchain yet. status is "sending".

Mit Cointracking behältst du die Übersicht über all deine Trades und Gewinne. Sogar ein Tool für die Steuer ist dabei Wink                              binance.je als EUR Börse
Testen ist kostenlos und mit dem obigen Link bekommst du 10% Rabatt auf die kostenpflichtigen Pakete. Thread                                        Great Freeware Game: Clonk Rage
Für instant Handel auch am Wochenende bei bitcoin.de sollte man das Fidorkonto verwenden Smiley FAQ Ref-Link: Registrieren
Advertised sites are not endorsed by the Bitcoin Forum. They may be unsafe, untrustworthy, or illegal in your jurisdiction. Advertise here.
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 10, 2014, 05:41:09 PM
Last edit: August 10, 2014, 06:21:50 PM by Dargo
 #2162

@Dargo
do you have a statement on the money you have on hold and on the unresponsiveness of your support currently on the matter?
Is there an ETA when you will release the money and why have you been locking it for so long? Thank you.

Hi V500 - I completely understand why you don't want to give your ticket number, but without knowing the specifics of your situation, It's hard for me to say anything precise. If you created the ticket late Friday or Saturday, our support is minimal over the weekend (we plan to have better coverage on the weekend soon). You should get a response to your ticket no later than Monday, and your agent can give you details such as the ETA for returning the funds. It sounds like you've already done this, but if not, please reply to the ticket and make it clear that you wish to have the funds returned to you - this will help us to process your request as quickly as possible.  
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 10, 2014, 05:51:59 PM
 #2163

Do you have problems with withdrawing bitcoins again?
I ordered a withdrawal 40 minutes ago, but it's not in the blockchain yet. status is "sending".

Hi Serpens - I can see that a few others are having a similar issue and we're looking into it.
suupar
Newbie
*
Offline Offline

Activity: 1
Merit: 0


View Profile
August 10, 2014, 07:20:02 PM
 #2164

BTC Withdrawal on sending since 2 hours. Fix this please
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 10, 2014, 09:13:48 PM
 #2165

It doesn't help to be told by Kraken, by way of an explanation for these changes, that 'we aren't interested in the small guys' - that's just short term thinking that will lose business over time. Kraken will become dependent on a small number of big accounts, that can easily switch to a competitor who offers a better deal, rather than having built a broad base of loyal customers with no reason to go elsewhere.

Hi Perambulator - I don't know how you got this message. There's no sense in which the explanation for the new fee structure is that 'we aren't interested in the small guys.' Rather, I was explaining why the fee increase isn't as large for the small guys - how does that add up to not caring about them?   When I said this,

We wouldn't gain much by raising our highest fee to 0.4% over 0.35% and we thought it was more important to have the highest fee start a bit lower.

perhaps I should have added that the reason we felt it was more important to have the highest fee start a bit lower is precisely because of our concern for the small guy.

Edit: perhaps you thought the 80/20 rule I mentioned was a target we were shooting for. If so, that's not the case. It was just a statement of fact about our volume profile. We didn't in any way intend this, it just turns out that the majority of volume is created by a minority of traders. My guess is that it's about the same on most exchanges. That's why it's become a rule, because it has been found to hold across most markets.
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 10, 2014, 09:30:47 PM
 #2166

The issue with stuck bitcoin withdrawals should be fixed now, but please let us know if you are still having a problem.
Serpens66
Legendary
*
Offline Offline

Activity: 2184
Merit: 1017



View Profile
August 11, 2014, 03:20:31 AM
Last edit: August 11, 2014, 03:52:18 PM by Serpens66
 #2167

The issue with stuck bitcoin withdrawals should be fixed now, but please let us know if you are still having a problem.
thanks.

Kraken Website is very slow at the moment (~30seconds to load). Then some minutes no problem and then slow again.

Edit:
also bitcoin.de was affected and it was a cloudflare problem I think, it's sovled some hours later

Mit Cointracking behältst du die Übersicht über all deine Trades und Gewinne. Sogar ein Tool für die Steuer ist dabei Wink                              binance.je als EUR Börse
Testen ist kostenlos und mit dem obigen Link bekommst du 10% Rabatt auf die kostenpflichtigen Pakete. Thread                                        Great Freeware Game: Clonk Rage
Für instant Handel auch am Wochenende bei bitcoin.de sollte man das Fidorkonto verwenden Smiley FAQ Ref-Link: Registrieren
kitano
Member
**
Offline Offline

Activity: 113
Merit: 10


View Profile
August 11, 2014, 10:28:28 AM
 #2168

The issue with stuck bitcoin withdrawals should be fixed now, but please let us know if you are still having a problem.
Hi Dargo,
what are the technical reasons of these issues? I read that it happened frequently.... I'm worried about this situation.
Perambulator
Newbie
*
Offline Offline

Activity: 10
Merit: 0


View Profile
August 11, 2014, 04:32:39 PM
 #2169


Hi Perambulator - I don't know how you got this message. There's no sense in which the explanation for the new fee structure is that 'we aren't interested in the small guys.' Rather, I was explaining why the fee increase isn't as large for the small guys - how does that add up to not caring about them?   When I said this,

We wouldn't gain much by raising our highest fee to 0.4% over 0.35% and we thought it was more important to have the highest fee start a bit lower.

perhaps I should have added that the reason we felt it was more important to have the highest fee start a bit lower is precisely because of our concern for the small guy.

Edit: perhaps you thought the 80/20 rule I mentioned was a target we were shooting for. If so, that's not the case. It was just a statement of fact about our volume profile. We didn't in any way intend this, it just turns out that the majority of volume is created by a minority of traders. My guess is that it's about the same on most exchanges. That's why it's become a rule, because it has been found to hold across most markets.

Actually it was a combination of the fact that not only have you increased fees, you have dramatically increased the level of volume required to achieve a more advantageous fee..

As an example, I currently trade a little over $50,000, and my fee rate is 0.14%. Under your new terms, I will be charged more than double, at 0.29%. In order to attain a comparable fee schedule of 0.14%, I would have to increase my trade volume from $50,000 to $700,000. That is just incredible, and I don't see how this matches your claim to still be interested in the little guy (and personally I think 50,000$ is not a small amount!)
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 11, 2014, 06:48:38 PM
 #2170


Hi Perambulator - I don't know how you got this message. There's no sense in which the explanation for the new fee structure is that 'we aren't interested in the small guys.' Rather, I was explaining why the fee increase isn't as large for the small guys - how does that add up to not caring about them?   When I said this,

We wouldn't gain much by raising our highest fee to 0.4% over 0.35% and we thought it was more important to have the highest fee start a bit lower.

perhaps I should have added that the reason we felt it was more important to have the highest fee start a bit lower is precisely because of our concern for the small guy.

Edit: perhaps you thought the 80/20 rule I mentioned was a target we were shooting for. If so, that's not the case. It was just a statement of fact about our volume profile. We didn't in any way intend this, it just turns out that the majority of volume is created by a minority of traders. My guess is that it's about the same on most exchanges. That's why it's become a rule, because it has been found to hold across most markets.

Actually it was a combination of the fact that not only have you increased fees, you have dramatically increased the level of volume required to achieve a more advantageous fee..

As an example, I currently trade a little over $50,000, and my fee rate is 0.14%. Under your new terms, I will be charged more than double, at 0.29%. In order to attain a comparable fee schedule of 0.14%, I would have to increase my trade volume from $50,000 to $700,000. That is just incredible, and I don't see how this matches your claim to still be interested in the little guy (and personally I think 50,000$ is not a small amount!)

Thanks for the clarification Perambulator. I'm not sure $50,000 a month in volume is such a small amount.  Smiley But either way, we aren't singling out traders in the range you trade for particularly high fees. Even those who trade over a million USD per month will see an increase from 0.05% to 0.1% - also double the rate. The current fee schedule was intended from the start to be a deeply discounted rate. It was discounted by about 50%, so we needed to double fees in order to have a more sustainable fee structure. So just about everyone will see their rate double, in some cases a bit more than double. The one exception to this is the rate for very low volume levels. The rate for the lowest volume level isn't doubling (going from 0.2% to 0.35%). The reason for this, as I've said, is that there was really no benefit to doubling the fee at this lower range, so we decided to start the fee a bit lower than double at the lowest volume tier.
Perambulator
Newbie
*
Offline Offline

Activity: 10
Merit: 0


View Profile
August 11, 2014, 09:52:56 PM
 #2171

Thanks for the clarification Perambulator. I'm not sure $50,000 a month in volume is such a small amount.  Smiley But either way, we aren't singling out traders in the range you trade for particularly high fees. Even those who trade over a million USD per month will see an increase from 0.05% to 0.1% - also double the rate. The current fee schedule was intended from the start to be a deeply discounted rate. It was discounted by about 50%, so we needed to double fees in order to have a more sustainable fee structure. So just about everyone will see their rate double, in some cases a bit more than double. The one exception to this is the rate for very low volume levels. The rate for the lowest volume level isn't doubling (going from 0.2% to 0.35%). The reason for this, as I've said, is that there was really no benefit to doubling the fee at this lower range, so we decided to start the fee a bit lower than double at the lowest volume tier.

Sorry, I don't buy this... one of your supporting arguements is we had a price that was a 'sale price'.. hmm.. a 'sale' that happened to last for over a year, but now, that 'sale' is over, so you not only increase the base fees, you also vastly increase the volume needed to reduce trading fees.  But, you claim that is not because you are aiming for the 80/20 rule - something you admit you have identified in your own business - as 'thats just the way it is with Exchanges'..

The arguement that 'hey, we didnt double the base rate' is more than offset by the changes to volume based fee schedule, which affects far more people by placing them at the bottom of a much longer fee ladder... you agree $50,000 is not a small amount, yet you now offer the rate I used to get to people who trade $700,000... so...

.. seriously, why cant you just be honest, and admit that you want more money, you have identified how to do it based on current usage, and where you want to target customers. Really poor attitude from Kraken and their new approach to 'valued customers'. 
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 11, 2014, 11:02:15 PM
 #2172

.. seriously, why cant you just be honest, and admit that you want more money, you have identified how to do it based on current usage, and where you want to target customers. Really poor attitude from Kraken and their new approach to 'valued customers'. 

We must have a misunderstanding here, because this is exactly what I've been trying to say. We need a more money because the current fees don't provide enough income to sustain our business. We've looked at our current usage to identify the best way to change the fee structure. Since we need to increase the fees by a factor of 2, the fees for most users are going up by that amount. The exception is at the lowest fee tiers, because, given our usage, there wasn't any advantage to doubling the fees at these tiers. So, instead of starting with a lowest fee of 0.4% (which would double the current fee of 0.2%), we went instead with 0.35%. I don't see how these reasons reflect a poor attitude toward our customers. We're not doing anyone a favor by offering our services at a price that isn't sustainable, and we're not disrespecting people by charging sufficient fees to cover our costs.
Perambulator
Newbie
*
Offline Offline

Activity: 10
Merit: 0


View Profile
August 11, 2014, 11:25:08 PM
 #2173

.. seriously, why cant you just be honest, and admit that you want more money, you have identified how to do it based on current usage, and where you want to target customers. Really poor attitude from Kraken and their new approach to 'valued customers'. 

We must have a misunderstanding here, because this is exactly what I've been trying to say. We need a more money because the current fees don't provide enough income to sustain our business. We've looked at our current usage to identify the best way to change the fee structure. Since we need to increase the fees by a factor of 2, the fees for most users are going up by that amount. The exception is at the lowest fee tiers, because, given our usage, there wasn't any advantage to doubling the fees at these tiers. So, instead of starting with a lowest fee of 0.4% (which would double the current fee of 0.2%), we went instead with 0.35%. I don't see how these reasons reflect a poor attitude toward our customers. We're not doing anyone a favor by offering our services at a price that isn't sustainable, and we're not disrespecting people by charging sufficient fees to cover our costs.

There is no misunderstanding as to your motives (its clear you need money) - however there is an email from your company that attempts to portray this increase in fees as being 'good for valued customers', there is a sightly confused post on your website which speaks of simplification while adding complication via FEE credits, there is a seriously huge increase in your charges, and an attempt to rub some vaseline on the butts of existing customers so they smile while getting shafted.

I hate to say it, but its also bad timing to do this, while there are people reporting problems with your platform in terms of withdrawals.
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 12, 2014, 12:10:51 AM
 #2174

.. seriously, why cant you just be honest, and admit that you want more money, you have identified how to do it based on current usage, and where you want to target customers. Really poor attitude from Kraken and their new approach to 'valued customers'. 

We must have a misunderstanding here, because this is exactly what I've been trying to say. We need a more money because the current fees don't provide enough income to sustain our business. We've looked at our current usage to identify the best way to change the fee structure. Since we need to increase the fees by a factor of 2, the fees for most users are going up by that amount. The exception is at the lowest fee tiers, because, given our usage, there wasn't any advantage to doubling the fees at these tiers. So, instead of starting with a lowest fee of 0.4% (which would double the current fee of 0.2%), we went instead with 0.35%. I don't see how these reasons reflect a poor attitude toward our customers. We're not doing anyone a favor by offering our services at a price that isn't sustainable, and we're not disrespecting people by charging sufficient fees to cover our costs.

There is no misunderstanding as to your motives (its clear you need money) - however there is an email from your company that attempts to portray this increase in fees as being 'good for valued customers', there is a sightly confused post on your website which speaks of simplification while adding complication via FEE credits, there is a seriously huge increase in your charges, and an attempt to rub some vaseline on the butts of existing customers so they smile while getting shafted.

I hate to say it, but its also bad timing to do this, while there are people reporting problems with your platform in terms of withdrawals.

I am in complete agreement with you on the content of the email. It ignored the fee increase entirely and came off as cheap marketing-speak. ICFielder was the first to point this out and as I said in my reply to him, I've raised this issue with our team and will do everything I can to prevent this type of email in the future.

https://bitcointalk.org/index.php?topic=290799.msg8223658#msg8223658
Perambulator
Newbie
*
Offline Offline

Activity: 10
Merit: 0


View Profile
August 12, 2014, 01:28:06 PM
 #2175

I am in complete agreement with you on the content of the email. It ignored the fee increase entirely and came off as cheap marketing-speak. ICFielder was the first to point this out and as I said in my reply to him, I've raised this issue with our team and will do everything I can to prevent this type of email in the future.

Good, that is at least some progress; now you need to listen to your customers, and address the fee schedule issue...
Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 12, 2014, 11:36:02 PM
 #2176

The issue with stuck bitcoin withdrawals should be fixed now, but please let us know if you are still having a problem.
Hi Dargo,
what are the technical reasons of these issues? I read that it happened frequently.... I'm worried about this situation.

Hi kitano - sorry it took a little while to get back to you, but I wanted to check with the dev team on this. It don't think it's been very frequent, but recently it does seem like it's been a bit more frequent. There's no security concern, but of course the delays are inconvenient. I have to be very vague because we are paranoid about security and don't like to give any details about our infrastructure. We have a bunch of security protocols that protect our withdrawal services. This can create two problems. First, we sometimes trip over our own security wires when we're working on the site. Second, the security measures can sometimes make the withdrawal services a bit unstable (leading to the stuck withdrawals). This second thing has been a bit more frequent lately and we are looking into it now to find the reason. We of course want withdrawals to be as reliable as possible, but we are also very security conscious and are willing to sacrifice a bit of reliability for enhanced security. We are working to get to the point where there's no trade-off at all. Maximum security and reliability is our goal. I know this is vague, but I hope it helps.  Smiley 
Perambulator
Newbie
*
Offline Offline

Activity: 10
Merit: 0


View Profile
August 13, 2014, 12:28:23 AM
 #2177

@Dargo

I wanted to express my thanks for you being actively engaged in this forum; my comments are directed to the business decisions taken by Kraken, and how they were communicated to existing customers, but I do appreciate that you do make an effort to communicate with us.


Fixx
Hero Member
*****
Offline Offline

Activity: 534
Merit: 501


EMC


View Profile
August 13, 2014, 09:35:07 AM
 #2178

Oк, Dargo!

Well, as it can take a lot of time?
Approximately what date will be known to the query result?

Hi Fixx - good news. An internal search by Fidor showed that your wire was never sent (because it didn't have your name on it). So, Fidor will send the wire on Monday 8/4 and you should have it in your account within 5 business days after that. Obviously it shouldn't have taken so long to find it, but what happened is that the search process got stuck in the step of trying to contact your bank (Fidor sent a SWIFT message and was waiting to hear back). We've noticed that a lot of cases get stuck this way, and a variety of avenues need to be explored in every case (rather than just sending a SWIFT message), so we've been working with Fidor on trying other approaches to make progress. We're still developing the new procedures, but already we're getting more cases solved more quickly. Again, I'm very sorry for the delay with your transfer, but I think we've got it sorted out now. It won't truly be solved till you have your money, though, and that will take a bit longer.   

5 business days had passed - where's my money !?

Dargo
Legendary
*
Offline Offline

Activity: 1820
Merit: 1000



View Profile
August 13, 2014, 05:29:48 PM
 #2179

Oк, Dargo!

Well, as it can take a lot of time?
Approximately what date will be known to the query result?

Hi Fixx - good news. An internal search by Fidor showed that your wire was never sent (because it didn't have your name on it). So, Fidor will send the wire on Monday 8/4 and you should have it in your account within 5 business days after that. Obviously it shouldn't have taken so long to find it, but what happened is that the search process got stuck in the step of trying to contact your bank (Fidor sent a SWIFT message and was waiting to hear back). We've noticed that a lot of cases get stuck this way, and a variety of avenues need to be explored in every case (rather than just sending a SWIFT message), so we've been working with Fidor on trying other approaches to make progress. We're still developing the new procedures, but already we're getting more cases solved more quickly. Again, I'm very sorry for the delay with your transfer, but I think we've got it sorted out now. It won't truly be solved till you have your money, though, and that will take a bit longer.   

5 business days had passed - where's my money !?

Hi Fixx - yes, you should have it by now. I'm checking to confirm the date it was sent and I'll let you know as soon as I hear back on this.
Serpens66
Legendary
*
Offline Offline

Activity: 2184
Merit: 1017



View Profile
August 14, 2014, 04:05:32 AM
Last edit: August 14, 2014, 04:44:49 AM by Serpens66
 #2180

Hey Dargo, again stuck bitcoin withdrawal =/ (the last ~15 hours everything was fine)

edit: 2 hours later it has been sent.

Mit Cointracking behältst du die Übersicht über all deine Trades und Gewinne. Sogar ein Tool für die Steuer ist dabei Wink                              binance.je als EUR Börse
Testen ist kostenlos und mit dem obigen Link bekommst du 10% Rabatt auf die kostenpflichtigen Pakete. Thread                                        Great Freeware Game: Clonk Rage
Für instant Handel auch am Wochenende bei bitcoin.de sollte man das Fidorkonto verwenden Smiley FAQ Ref-Link: Registrieren
Pages: « 1 ... 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 [109] 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 ... 345 »
  Print  
 
Jump to:  

Sponsored by , a Bitcoin-accepting VPN.
Powered by MySQL Powered by PHP Powered by SMF 1.1.19 | SMF © 2006-2009, Simple Machines Valid XHTML 1.0! Valid CSS!