Heleket unfair holding 456$

[cyberopsxx]

Hello : A hosting provider asked us to pay the invoice they generated for us via Heleket, a cryptocurrency payment platform. I sent $456, and they blocked the payment. They asked for a screenshot of which platform the payment was sent from beforehand, and I sent them screenshots from my KYC-verified account. Now they are asking Kraken where these funds came from.

We are not a Heleket wallet customer. Is it normal for them to investigate matters that Kraken should be investigating? We requested a refund, but they haven't responded. Is this legal? I am requesting help from experienced forum members.

Thank you

[OmegaStarScream]

So let me get this right... you paid the hosting provider by requesting a withdrawal from Kraken while the hosting provider used Heleket to provide you with an address to send the funds to?

If the payment was blocked, they must've detected something suspicious about the transaction (they cannot share anything with you to prove it, but you can also not prove they're lying sadly). I don't believe there is much you can do here, aside from providing them screenshots from Kraken and waiting.

[cyberopsxx]

So let me get this right... you paid the hosting provider by requesting a withdrawal from Kraken while the hosting provider used Heleket to provide you with an address to send the funds to?

If the payment was blocked, they must've detected something suspicious about the transaction (they cannot share anything with you to prove it, but you can also not prove they're lying sadly). I don't believe there is much you can do here, aside from providing them screenshots from Kraken and waiting.

Yes, hosting provider generated the invoice, and "Heleket" was listed as a crypto payment option (I'd never seen a place called Heleket before). I sent the payment through Heleket, but they blocked the payment citing AML (Accident Information Missing) and are not returning the money to either the hosting company or my wallet. We sent the payment from a KYC-verified Kraken account and provided screenshots. Despite this, they still haven't refunded our money and are now questioning the origin of the money in Kraken. Is this normal?

If there was a problem with our money, Kraken should investigate it, as we are not a wallet or payment customer of Heleket. So what should we do to get our money back?

We already provided screenshots related to Kraken, yet now they've come with a new request asking where our money was transferred from to Kraken. The requests never end.

Thank you

[OmegaStarScream]

Yeah, I just edited my message. I first thought it was the hosting provider that's doing the investigation.

Sadly, this is a normal behavior within exchanges, casinos, and payment processors. They do check transactions to check if something is suspicious (came from darknet marketplace, a mixer, a hack, etc.) and block it if necessary. Now, like I said above, there isn't much you can do aside from providing screenshots and waiting for their response.

But If the service is legit (Heleket I mean), they'll probably release your money because it shouldn't be difficult to prove that the withdrawal came from Kraken like you claimed.

Try to paste the address you sent the funds to here: https://intel.arkm.com/
Maybe arkham could actually identify Kraken's address, and you could just send them that as proof to make the process faster.

[cyberopsxx]

Yeah, I just edited my message. I first thought it was the hosting provider that's doing the investigation.

Sadly, this is a normal behavior within exchanges, casinos, and payment processors. They do check transactions to check if something is suspicious (came from darknet marketplace, a mixer, a hack, etc.) and block it if necessary. Now, like I said above, there isn't much you can do aside from providing screenshots and waiting for their response.

But If the service is legit (Heleket I mean), they'll probably release your money because it shouldn't be difficult to prove that the withdrawal came from Kraken like you claimed.

Try to paste the address you sent the funds to here: https://intel.arkm.com/
Maybe arkham could actually identify Kraken's address, and you could just send them that as proof to make the process faster.

Hello :  I provided screenshots confirming the money came from a KYC-verified Kraken wallet, and they confirmed it came from Kraken.

Heleket's new demands are for screenshots showing where our money was sent from to Kraken. Is this normal? If there was a problem with our Kraken wallet, Kraken would investigate it themselves. What do we need to do to get our money back in this situation?

Thank you

[OmegaStarScream]

Heleket's new demands are for screenshots showing where our money was sent from to Kraken. Is this normal? If there was a problem with our Kraken wallet, Kraken would investigate it themselves. What do we need to do to get our money back in this situation?

You mean showing them where the money came prior to sending it to Kraken? no, I'm not sure this make a lot of sense because an exchange's withdrawal does not even come from the address you deposited funds to.

Meaning: if you deposit from your wallet to Kraken address A. When you request a withdrawal, it will come from the exchange's Kraken hotwallet, and not from the Kraken Address A that you were first given.
Now, if you bought using your bank account... then their request make even less sense.

And yes, Kraken is also obliged to screen your transactions to check if there is anything suspicious. They all do but each platform has different software, risking score, etc. one transaction is not necessarily going to be blocked by every single platform.
But again, like I said above, it's either I don't understand what they're requesting, or their request make no sense at all.

I found that the platform does have an account here on the forums, and a thread:

https://bitcointalk.org/index.php?topic=5532783.20

It's probably a good idea to DM the user, and post there (make sure to quote him) while mentioning your ticket ID/reference number.
EDIT: Just to confirm, you said KYCed and all, so I'm assuming you're using the exchange and not the wallet that gives you full control over your private keys, correct? You're using this: https://play.google.com/store/apps/details?id=com.kraken.invest.app&hl=en
or this: https://play.google.com/store/apps/details?id=com.kraken.superwallet&hl=en

[cyberopsxx]

Heleket's new demands are for screenshots showing where our money was sent from to Kraken. Is this normal? If there was a problem with our Kraken wallet, Kraken would investigate it themselves. What do we need to do to get our money back in this situation?

You mean showing them where the money came prior to sending it to Kraken? no, I'm not sure this make a lot of sense because an exchange's withdrawal does not even come from the address you deposited funds to.

Meaning: if you deposit from your wallet to Kraken address A. When you request a withdrawal, it will come from the exchange's Kraken hotwallet, and not from the Kraken Address A that you were first given.
Now, if you bought using your bank account... then their request make even less sense.

And yes, Kraken is also obliged to screen your transactions to check if there is anything suspicious. They all do but each platform has different software, risking score, etc. one transaction is not necessarily going to be blocked by every single platform.
But again, like I said above, it's either I don't understand what they're requesting, or their request make no sense at all.

I found that the platform does have an account here on the forums, and a thread:

https://bitcointalk.org/index.php?topic=5532783.20

It's probably a good idea to DM the user, and post there (make sure to quote him) while mentioning your ticket ID/reference number.
EDIT: Just to confirm, you said KYCed and all, so I'm assuming you're using the exchange and not the wallet that gives you full control over your private keys, correct? thttps://www.kraken.com/wallet

Hello : I can send you private message conversations with Heleket’s Telegram support. They confirmed that the payment came from Kraken, but after a few days they started asking me to also provide information about where I originally deposited the money into Kraken and from which platform. That didn’t make sense to me. It feels as if we’re being scammed and the funds are being deliberately withheld.

That’s why I decided to seek help from experienced people like you, who understand both the legal and technical aspects of this matter.

Thank you