Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 161. (Read 628889 times)

@Dargo: Excuse my ignorance here, or if this is already been addressed and answered before. Is Kraken able to provide an AML/KYC information sheet when a user is selling his mined BTC/Altcoins and withdraws the equivalent money to his bank account? ie: say I mined 8 BTCs all these years and I want to cash out some of those. In Germany there's a legislation that BTC is considered "Private Money" with a specific direction that "if you hold your coins for more than a year, then you're not obliged to pay tax", but in other countries say (ie: in Greece) there's a directive that this is "hidden wealth" and you might get a fine if you don't provide an AML/KYC.

Thanks in advance for your answer.

I simply disagreed with your "ticket games" characterization, which I certainly have the right to do. If people ask for help with their tickets in this thread, I'm going to help them and it's not a game. Our ticket system isn't pointless to use either - our support team helps hundreds of clients every day. Yes, support has problems and there's a backlog with unacceptable delays, but support isn't completely broken. The time it's taking to respond to your ticket may not be representative, because we prioritize tickets. Your ticket may have been prioritized incorrectly, but I can't know without getting the ticket number. If you're interested in helping us improve the ticket system, it would be helpful to give me the ticket number so I can take a look and see why it hasn't had a response yet.  
 

So far as I know the issue has only appeared during times when the trade engine is under heavy load. If you experienced the issue when volume was more normal then it would be good to know exactly when it happened (again it would be helpful to see your ticket if it includes that info). Our developers are of course investigating many possibilities in trying to reproduce and diagnose the problem, not just assuming it's caused by heavy volume. Heavy volume couldn't be the full story anyway, because it doesn't always occur under heavy volume and doesn't affect everyone when it does happen. The orders never execute because they effectively get cancelled (though they don't show as being cancelled in your account).  As I said before, a new UI will come before a new trade engine, but I don't have an ETA for either at this time.

From my (and others here) experience, you dont get to tell me what your ticket system is, or isnt. Its obviously very very broke, and pointless to use. I dont want to be escalated above any other ticket. I just want things to work as expected. Jesse needs a rocket up his arse, to let things slide this much.
    
Probably hard to reproduce, because you think it has something to do with "extreme trade volume". I watched 2 of my trades not execute for 2 mins.......no volume of any significance whatsoever. I done it on purpose (if there was volume, i would have closed @market, to protect my backside), to see if it was just delayed. It was not. It conclusively failed to execute.....with very 'normal' volume in play. So with that in mind, why are you using this "volume" excuse anyway? Did those orders you are currently investigating eventually trigger?? Also, "volume" is relative. Whats your idea of high volume? Surely your trading engine decides throughput......your ancient, slow, 1990's, shitty pseudo auto/manual refresh, not-fit-for-purpose, trading backend............ETA for new?

It's not "ticket games," just a way to get your ticket escalated and addressed. But of course tickets should get fast response without having to do this. Our ticket volume suddenly exploded and support is still working from a long backlog. We've hired more support agents, but won't see their impact for a while yet until they're fully trained. I don't have an ETA on fixing the technical issue. It's very difficult to reproduce, only appearing sometimes under extreme trade volume, making it hard to reproduce, diagnose, and fix.

Yes, you did Drago. And i appreciate your efforts. But we are now talking about several issues, that are fundamental to a safe and acceptable place to exchange value, at all times. Also, the act of not replying to peoples support tickets, is obviously another fundamental no no. There doesnt seem to be any point in playing 'ticket' games anymore, with so much going on.   

The good news, is that you have posted update info that will hopefully deal with the technical issues.......ETA?

Credit where it's due as Dargo has escalated my case and hopefully it will be processed shortly.

I've been using Kraken for a while and it's been one of the few exchanges where I can trade sterling in any volume so this is an unfortunate delay at a time I was hoping to make use of the recently announced buying services but we'll see.

I asked you on the 17th to PM me your ticket number, but didn't hear from you. The most expedient way to escalate your ticket at this point would be to just post your ticket number here in the thread since I've asked support to watch out for it. You can PM me the ticket number, but I won't be able to check my private messages for about 6 hours or so.

We did have an issue with some orders no executing during a period of extremely heavy trade volume. We are currently working to isolate the cause and fix it.

Got your PM and alerted support to your tickets.

Two weeks also here, waiting for a response to my issue. Ive given up on Kraken. So many issues lately. The latest one, are orders that dont execute. Ive had 4 orders out of the last 100 or so, just sit there pending, when the market price has moved through the price of my order/s. Cost me a few hundred Euros, on one order, as the market moved abruptly, i watched for 2 mins waiting for it to execute. It didnt, so i had to cancel, and market buy my way out of the trade.

Horrible place to trade, lately, and the above issue now makes it dangerous. Wake up Jesse. People getting sick here, on the High Seas of Success. (that slogan makes me want to puke). 

Has anyone had a response recently from Kraken support as I've been waiting more than a fortnight to get a simple money transfer completed.

So currently my deposit is being withheld for no apparent reason and this level of support is unacceptable.

I'll PM the moderator and hopefully get a more positive response.

One more suggestion. Bitfinex recently introduced the ability to change existing orders. Users can adjust both the price and amount of their orders. This saves one from having to delete and order and then recreate it. And of course if you delete an order you have to remember the values so you can use them for the new order. Changing existing orders solves all this.

I have a suggestion / feature request for the UI.

A lot of exchanges have two simple but handy features that Kraken to my knowledge doesn't have: 1. an indication of how much funds is available after taking into account existing orders and 2. a buy all/sell all button when creating an order. The two problems are related, they force me to manually calculate how large my order can be (balance minus existing buy or sell orders).
Below are two screenshots of what i would like to see. This would be an enormous help, it really is an annoyance whenever i create an order.

On the overview page (added "available" column):


On the new order page (added "all" button):

Please consider adding BitcoinPlus [XBC] to Bittrex.We are no 200 on coinmarketcap and listed with coinpayments and cointopay.We also are listed on Poloniex,cryptopia and coinexchange.   

https://bitcointalksearch.org/topic/xbc-bitcoinplus-official-thread-1066201

Still not had a reply from support. I assume the wave of support tickets you recently had, were having similar problems. If the changes noted above do indeed happen, thats better than an answer, support are not able (or willing to, in this case) to defend. So please, take us across the high seas, to a 2017 world of exchange trading, as soon as you can. 

Are you Austin on Teamspeak Whalepool?

Thanks for the suggestion. We consider suggestions for new tokens to add, but don't provide any feedback on whether we will/won't carry any coin. At most we might make a general public announcement that we're going to list a token a few days before we list it, but in most cases we don't announce anything until the token is already added.

Sorry to hear you have been having so much trouble. If you are still waiting to hear back on your support ticket, please PM the ticket number to me and I can ask support to get back to you. There won't be a single whole-sale change but rather a series of upgrades including a new UI and upgraded trade engine. The new UI will come first but I don't have an ETA at this time.

Please consider to add CloakCoin at KRAKEN. You can find out more about us here:
https://bitcointalksearch.org/topic/anncloak-private-secure-untraceable-decentralized-digital-currency-823143
We are good old coin completely run by cloak community.

Thanks!

MedaR

Over a week now, with no reply from my support ticket, apart from an email 4 days ago, to say that they are having problems answering support tickets! And no response from Drago, as well.

Youve become a victim of the high seas of 'success', Kraken. Let me know when the whole-sale change to your GUI and operations happens. Only then, will i consider using your awful and pathetic exchange again.

Why is Kraken still using this antiquated auto-refresh system? And why, in 2017, do i have to normally wait for around 10secs to get the feedback/notification of an order execution? I say 'normally', because Kraken's utterly annoying 'timed out' order page (whats the logic of an order page that needs manually refreshing after 10 mins, anyway?), means that a manual refresh often results in a blank page hang, that lasts for up to a minute sometimes. Waiting for a page to load, while you are FOMOing in or out of an order, is just unacceptable.

Very close to un-tradable, for me. 

Thank you very much I'll do it in case next time (I hope never!!)
The issue is solved and I finally got the money!