Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 129. (Read 628889 times)

However, I've now been affected by the infamous spikes. Can someone explain again what happens in these cases ? Or point me out to the page of this thread explaining it ?

I have a several days old long position on BTC that is giving me headaches as it has been in the red all along. I have a sell order at €2,454 for 1.33BTC. I look at the widget on my phone tracking Kraken price and see the high of the last 24h at 2535€, thinking, hurrah, my position has closed and earned me some money !

Alas, the position is still opened and in the red...

Should I open a ticket or is this hopeless ?

However, I've now been affected by the infamous spikes. Can someone explain again what happens in these cases ? Or point me out to the page of this thread explaining it ?

I have a several days old long position on BTC that is giving me headaches as it has been in the red all along. I have a sell order at €2,454 for 1.33BTC. I look at the widget on my phone tracking Kraken price and see the high of the last 24h at 2535€, thinking, hurrah, my position has closed and earned me some money !

Alas, the position is still opened and in the red...

Should I open a ticket or is this hopeless ?

Dear Kraken,

Why is your support so slow ? My account has been locked for 5 days, why does it take so long to unlock it ? Isn't there any phone number to call to reach you and resolve this issue ?

Please, I beg you, unlock my account.

Ticket Number : 368245

Regards,

Khad

Hello.

I have provided the documents for Tier 3 verification last Friday. When can I expect to be verified ? I will reach my monthly funding limit very soon.

that's the case since ~4 days now. Medium transaction time went from 5 minutes to ~12 hours IF the support is super fast... (after ~12 hours it is "onhold", so support is needed always)
This really sucks and of course if everyone is opening a ticket for every deposit, this delays everything even more.

So it should be one of the top priorities to solve this damn issue. No support agent was able to tell me when this will be solved...
(No need to mention other critical bugs and problems of kraken, like untouched market orders for 10 minutes and bad api and website connection...)

Sorry I haven't replied in a while, but I have been keeping up with raising the priority on ticket numbers posted here and by DM. Keep in mind that it can still take a while to hear back from support even if the priority is raised, so it will help speed things up but is not an instant fix.

I'll catch up on replies to comments now, but won't have time to respond to everything. As I've said before, we are hiring new support and verification staff and training them as fast as we can to address the recent huge increase in demand for our service. Many clients are waiting an unacceptably long time to get help and we are working hard to improve on this. Keep in mind that social media tends to strongly filter out the good experiences and you only hear about the bad. Our team is helping thousands of clients every day, but we have a ways to go yet before we can help everyone more promptly.

I checked and this is resolved - the name did not come through in the transfer for some reason so it was held up due to that.

They can't make their mind up with GNO though. First email said "reduced to 0.004". today it says "reduced to 0.005"   


This needs updating too: https://support.kraken.com/hc/en-us/articles/201893608-What-are-the-withdrawal-fees-

why this now kraken not support withdraw and deposit USD use bank transfer wire
USD deposit and withdraw only use USDT

An open letter to Kraken:

Hi guys!

I've been your customer since day one. My first post in this topic is on page 5 I waited patiently to be verified while you were getting your house in order back in September 2013. Was totally understanding that KYC & AML policies were important. Since no one wanted you to get your bank accounts frozen like some other exchanges that were careless about regulatory compliance.

Also, waiting a few days to get my ticket resolved wasn't that bad. You were understaffed and the trade volume was low, you were still burning start-up money since the fees couldn't possibly cover your costs.

So I loved your exchange, since it was the only one that allowed me to trade the LTC/EUR pair. Quick and cheap SEPA deposits/withdrawals also made my trading experience much better.

Fast forward to 2017. Your trading volume is amazing. Much higher than Bitstamp. That's right, you're bigger than Stamp now! It's way past time to start acting like it. I'm reading posts in this topic and I'm horrified. I also hear from people I know who have been waiting for WEEKS to get a response on the tickets they opened (on-hold deposits, verifications). So I know these posts here are not isolated cases. Frankly I'm surprised there aren't more of them. 24h is the absolute maximum a customer should wait for a response. There should be no need to bump ticket via social media.

The second thing is your website/API performance. Every single time there is a huge move on the market, you go limp. Servers are cheap. I know you're constantly upgrading, but not nearly enough. Also, seriously consider ditching CloudFlare.

I've been more or less a happy customer for the last 4 years, but I am starting to reconsider my options. I'm seriously worried that you may fail me and the support will be non existent.

Sadly I have yet another tale to tell about Kraken support.  Until searching for an outlet for my frustrations I had no idea that this thread existed or that Kraken had caused problems to so many people.  I deposited a large sum of fiat (well into 5 figures) to my Kraken account by SWIFT transfer last week.  It arrived but it was put on hold so I opened a ticket to find out what happened (#359454).  On Monday I had a reply asking me why the sending account and Kraken accounts are in different names.  But they are both the same and I told them so.  Then Rei replied with this: "My apologies. I just noticed that was apart of your address. I will send this now to our payments team to release your transaction. They will be in touch.".  That last message was more than 48 hours ago.

So Kraken have admitted it was their error, but it is now more than two days later and I am still waiting for my funds to be released.  There is no phone number to call, and no online chat.  I have sent two further replies to the ticket, but to no avail.  If anybody from Kraken is monitoring this please help.  I know it is less than a week since the transfer arrived, and that is nothing compared to the experiences of some other unfortunates here, but I find it hard to accept any delay greater than 24 hours when Kraken admit to have made the error in the first place.

If you think @Bestrates account was closed with funds in it that's not the case - the funds were released, client withdrew, then the account was closed. Unfortunately in some cases we have to close accounts and for compliance reasons cannot share the reason for closure.

If you post your support ticket number here or send it by DM, I can alert support to it (sorry if I missed it, but just did a quick check and do not see any ticket number from you).

Maybe there is some hope. They wrote
Sorry that you haven't received a reply to this support ticket yet.

We have seen a huge wave of incoming support requests and it is currently taking us several days to respond.

We want to apologize for the slow service and to let you know that we are working around the clock to ensure everyone receives a response as soon as possible. Thanks for your patience.

I see I can consider my money to be gone and move on. Another exchange that stiffed me.