Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 154. (Read 628889 times)
March 23, 2017, 02:33:06 AM
13 days, and still waiting for Kraken's support to deal with my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
March 22, 2017, 10:05:47 AM
@Dargo: I've just signed up here to escalate my support ticket.
Support ticket ID:203030
Deposit ID: QCCMTCU
Fidor deposit received by Kraken 03-16-17 early morning and put on hold.
Support ticket opened 03-17-17 with no human response so far.
My funds are unaccessible for more than 144 hours, which is unacceptable. Official support channels seem to be broken and I start to doubt that a business of this maturity is the right partner for me.
Best regards
RogerG3
Update 03-22-17 3pm: First human response to my ticket after I posted on bitcointalk.org. Kraken tells me that they need to perform manual compliance check on first time deposits from Fidor accounts. I'm well aware of that, but I don't understand why this takes more than 5 days.
Support ticket ID:203030
Deposit ID: QCCMTCU
Fidor deposit received by Kraken 03-16-17 early morning and put on hold.
Support ticket opened 03-17-17 with no human response so far.
My funds are unaccessible for more than 144 hours, which is unacceptable. Official support channels seem to be broken and I start to doubt that a business of this maturity is the right partner for me.
Best regards
RogerG3
Update 03-22-17 3pm: First human response to my ticket after I posted on bitcointalk.org. Kraken tells me that they need to perform manual compliance check on first time deposits from Fidor accounts. I'm well aware of that, but I don't understand why this takes more than 5 days.
Sorry for the delay - unfortunately the que of deposits that need manual review is pretty long right now so it's taking longer than normal to process them. But I'll check to see if we can get more people working on this to reduce the que.
March 22, 2017, 09:42:33 AM
10 days, and no human response to my original support ticket, regarding a stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
Kraken is broke.
Kraken is broke.
Yes, we have a very long backlog right now. I asked before and you didn't want to do this, but if you post the ticket number or DM it to me I can ask support to escalate it and get a response to you as soon as possible.
How about you repair your utterly broken support process, instead of allowing que-jumping? I asked before, why you are getting these very long backlogs??
-------------------------------------------
12 days, and not even an acknowledgement, of my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
I'm sure there are things that could be done to improve the support process, but the process itself isn't really broken - the main issue is that in recent months our ticket volume has been increasing very rapidly, so fast that it's difficult to hire new people and get them through the long training process fast enough to keep up. More than the support process, there are other issues that need to be addressed to reduce the volume of tickets.
Again, you are welcome to DM me your ticket number so I can alert support. This isn't always a matter of jumping the que, because sometimes tickets don't show up in the que due to some technical glitch and sometimes we have responded to the ticket but the client doesn't get the email, either because it's gone to their spam folder or it didn't get sent due to some technical issue. Problems like this are rare, but do happen.
March 22, 2017, 02:40:31 AM
@Dargo: I've just signed up here to escalate my support ticket.
Support ticket ID:203030
Deposit ID: QCCMTCU
Fidor deposit received by Kraken 03-16-17 early morning and put on hold.
Support ticket opened 03-17-17 with no human response so far.
My funds are unaccessible for more than 144 hours, which is unacceptable. Official support channels seem to be broken and I start to doubt that a business of this maturity is the right partner for me.
Best regards
RogerG3
Update 03-22-17 3pm: First human response to my ticket after I posted on bitcointalk.org. Kraken tells me that they need to perform manual compliance check on first time deposits from Fidor accounts. I'm well aware of that, but I don't understand why this takes more than 5 days.
Update 03-24-17: My deposit has now been reviewed and approved. My funds have been unavailable for 7 days.
Support ticket ID:203030
Deposit ID: QCCMTCU
Fidor deposit received by Kraken 03-16-17 early morning and put on hold.
Support ticket opened 03-17-17 with no human response so far.
My funds are unaccessible for more than 144 hours, which is unacceptable. Official support channels seem to be broken and I start to doubt that a business of this maturity is the right partner for me.
Best regards
RogerG3
Update 03-22-17 3pm: First human response to my ticket after I posted on bitcointalk.org. Kraken tells me that they need to perform manual compliance check on first time deposits from Fidor accounts. I'm well aware of that, but I don't understand why this takes more than 5 days.
Update 03-24-17: My deposit has now been reviewed and approved. My funds have been unavailable for 7 days.
March 22, 2017, 01:52:25 AM
10 days, and no human response to my original support ticket, regarding a stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
Kraken is broke.
Kraken is broke.
Yes, we have a very long backlog right now. I asked before and you didn't want to do this, but if you post the ticket number or DM it to me I can ask support to escalate it and get a response to you as soon as possible.
How about you repair your utterly broken support process, instead of allowing que-jumping? I asked before, why you are getting these very long backlogs??
-------------------------------------------
12 days, and not even an acknowledgement, of my stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
March 21, 2017, 05:49:58 PM
Feature request: EURUSD pair (like Bitstamp).
Request noted, but this isn't something we are likely to offer soon.
. With a EURUSD pair i could deposit EUR and then convert to USD. I could do the same by first converting to BTC and then to USD, but the exchange rate was not favorable.So my real question is, is Paycash depositing coming back and if so, when?
March 21, 2017, 12:56:42 PM
Feature request: EURUSD pair (like Bitstamp).
Request noted, but this isn't something we are likely to offer soon.
March 21, 2017, 05:25:29 AM
Feature request: EURUSD pair (like Bitstamp).
March 20, 2017, 02:57:10 PM
10 days, and no human response to my original support ticket, regarding a stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
Kraken is broke.
Kraken is broke.
Yes, we have a very long backlog right now. I asked before and you didn't want to do this, but if you post the ticket number or DM it to me I can ask support to escalate it and get a response to you as soon as possible.
March 20, 2017, 03:11:51 AM
10 days, and no human response to my original support ticket, regarding a stop order that didnt trigger until 36 hours later, and ~50euros away from stop order.
Kraken is broke.
Kraken is broke.
March 19, 2017, 08:33:24 AM
You guys are feeling pretty important if you think someone is going to spend '110 years of single-GPU computations' to hijack your account...
Let's say they were to point all that GPU computing power to mining Dash instead (RX 480)... That would make them 385 Dash or $37.000. So while SHA-1 can be defeated it's still very hard and unpractical for attacking the average Joe's account.
It took the researchers 8 days, not 110 years. Yes, i know that's with a google data center. But this is now. CPUs/GPUs are not getting slower, they're getting faster and cheaper. Also this is only the first successful attack and will likely be improved to be even faster. The same happened with MD5 (a smartphone can now crack that in 30 seconds) and it will happen with SHA-1. Downplaying the importance of the attack and saying we have plenty of time is a bit short sighted IMO.
But i read Dargo's link and i'm reassured that using Google Authenticator is still very safe.
March 18, 2017, 05:56:52 AM
@Dargo: ticket 203595 please. Thank you!
March 17, 2017, 10:46:34 AM
I just created an account and i have to say that they F2A security is pure crap. If you don't have hardware for an SHA256 don't even bother setting up a SHA1 OPT because this encryptation is so outdated and all companies advise against using it.
I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
Isn't it google authenticator that uses SHA-1 and therefore every exchange that uses GA uses SHA-1? But i agree that it should be fixed yesterday. I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
Quote
On 23 February 2017, Google announced the SHAttered attack, in which they generated two different PDF files with the same SHA-1 hash in roughly 263.1 SHA-1 evaluations.[2] This attack is about 100,000 times faster than brute forcing a SHA-1 collision with a birthday attack, which is estimated to take 280 SHA-1 evaluations. The attack required "the equivalent processing power as 6,500 years of single-CPU computations and 110 years of single-GPU computations."[2]
You guys are feeling pretty important if you think someone is going to spend '110 years of single-GPU computations' to hijack your account...
Let's say they were to point all that GPU computing power to mining Dash instead (RX 480)... That would make them 385 Dash or $37.000. So while SHA-1 can be defeated it's still very hard and unpractical for attacking the average Joe's account.
Google Authenticator uses HMAC SHA1 and we support it because GA is such a widely used 2fa solution. Although SHA1 has a weakness, HMAC SHA1 does not have this weakness.
https://security.stackexchange.com/questions/33123/hotp-with-as-hmac-hashing-algoritme-a-hash-from-the-sha-2-family
We also support SHA256 and SHA512 for devices that support it.
March 17, 2017, 10:01:19 AM
Dargo!
You can process THOUSANDS of tickets daily - but I must wait for HOW MANY MORE MONTHS get get MY MONEY BACK?
What are you doing? OH, yeah, you cannot say.
So use you super-power to process so many support-tickets daily: let the NEW users wait ONE day and use all your staff to finish my case, NOW.
What are you waiting on? Oh yeah, you cannot say!
In my country, when a private company steals from their customers as you do, it would become closed fast - and the staff (YOU) would stand before court as the HELPERs of the criminal management.
There there is evidently no law and order in USA, so you can steal and come away with it. Are you part of "The company" where all members think they are GODs? That would explain alot.
Oh yeah, you must do that I must wait because that's what YOU decided by YOURSELF and for YOURSELF.
You have no legal right to hold my money - as you know my identity 100% .
BS
You can process THOUSANDS of tickets daily - but I must wait for HOW MANY MORE MONTHS get get MY MONEY BACK?
What are you doing? OH, yeah, you cannot say.
So use you super-power to process so many support-tickets daily: let the NEW users wait ONE day and use all your staff to finish my case, NOW.
What are you waiting on? Oh yeah, you cannot say!
In my country, when a private company steals from their customers as you do, it would become closed fast - and the staff (YOU) would stand before court as the HELPERs of the criminal management.
There there is evidently no law and order in USA, so you can steal and come away with it. Are you part of "The company" where all members think they are GODs? That would explain alot.
Oh yeah, you must do that I must wait because that's what YOU decided by YOURSELF and for YOURSELF.
You have no legal right to hold my money - as you know my identity 100% .
BS
March 17, 2017, 08:52:05 AM
I don't mean to suggest that we don't have any issues because we do.
So, why are you getting so many support requests, that its taking over a week to answer? And why has this been happening for months, now?
March 17, 2017, 08:32:56 AM
I just created an account and i have to say that they F2A security is pure crap. If you don't have hardware for an SHA256 don't even bother setting up a SHA1 OPT because this encryptation is so outdated and all companies advise against using it.
I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
Isn't it google authenticator that uses SHA-1 and therefore every exchange that uses GA uses SHA-1? But i agree that it should be fixed yesterday. I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
Quote
On 23 February 2017, Google announced the SHAttered attack, in which they generated two different PDF files with the same SHA-1 hash in roughly 263.1 SHA-1 evaluations.[2] This attack is about 100,000 times faster than brute forcing a SHA-1 collision with a birthday attack, which is estimated to take 280 SHA-1 evaluations. The attack required "the equivalent processing power as 6,500 years of single-CPU computations and 110 years of single-GPU computations."[2]
You guys are feeling pretty important if you think someone is going to spend '110 years of single-GPU computations' to hijack your account...
Let's say they were to point all that GPU computing power to mining Dash instead (RX 480)... That would make them 385 Dash or $37.000. So while SHA-1 can be defeated it's still very hard and unpractical for attacking the average Joe's account.
March 17, 2017, 07:53:39 AM
I just created an account and i have to say that they F2A security is pure crap. If you don't have hardware for an SHA256 don't even bother setting up a SHA1 OPT because this encryptation is so outdated and all companies advise against using it.
I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
Isn't it google authenticator that uses SHA-1 and therefore every exchange that uses GA uses SHA-1? But i agree that it should be fixed yesterday. I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
March 17, 2017, 04:06:08 AM
Hi, I read that you could help to escalate my support ticket number. I made a deposit last week. Seing nothing coming I tried to contact support. My ticket number 201844. Hope you can help.
Thanks
Thanks
March 16, 2017, 07:35:10 PM
I just created an account and i have to say that they F2A security is pure crap. If you don't have hardware for an SHA256 don't even bother setting up a SHA1 OPT because this encryptation is so outdated and all companies advise against using it.
I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
I wouldn't leave my money there more than an hour. I can't understand how an exchange with a lot of volume per day can be so insecure, there are exchanges with far less volume and with so much better security.
March 16, 2017, 07:09:49 PM
[...]
While I understand the talk of "warning signs," I hope people understand that we process many thousands of crypto and fiat transfers every day and our support team helps thousands of clients every day. And of course people are much more likely to come to social media to report their negative experiences than to report their positive experiences. So a few complaints about delayed service, transfers being held up, etc., is not particularly great evidence that things are completely coming off the rails and is entirely consistent with the vast majority of clients having a much better experience.
If you heard a few complaints about some Fedex packages not getting delivered or arriving damaged, it would be pretty far-fetched to speculate that this is a sign that maybe the company is soon going to implode. It also wouldn't make much sense to think that sending a few "test" packages would really give you any useful information about whether it's "safe" to continue using the service. Even a 5% failure rate would be completely unacceptable for a delivery company, but since it's still a relatively low failure rate you aren't likely to uncover that with one or two test packages.
[...]
We have been growing very rapidly in the past few months and just today we set a new volume record for the exchange - over 110,000 BTC in total volume traded across all our markets.
Yes sorry, you're probably right. The only reason i tested was because as you said, people don't often come to social media to report their positive experiences and i wanted to do just that, because i have always only had good experiences with Kraken and was sure that this time would be no different. And i was right. But yeah one test proves nothing.While I understand the talk of "warning signs," I hope people understand that we process many thousands of crypto and fiat transfers every day and our support team helps thousands of clients every day. And of course people are much more likely to come to social media to report their negative experiences than to report their positive experiences. So a few complaints about delayed service, transfers being held up, etc., is not particularly great evidence that things are completely coming off the rails and is entirely consistent with the vast majority of clients having a much better experience.
If you heard a few complaints about some Fedex packages not getting delivered or arriving damaged, it would be pretty far-fetched to speculate that this is a sign that maybe the company is soon going to implode. It also wouldn't make much sense to think that sending a few "test" packages would really give you any useful information about whether it's "safe" to continue using the service. Even a 5% failure rate would be completely unacceptable for a delivery company, but since it's still a relatively low failure rate you aren't likely to uncover that with one or two test packages.
[...]
We have been growing very rapidly in the past few months and just today we set a new volume record for the exchange - over 110,000 BTC in total volume traded across all our markets.
Oh and congratulations on the new record
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