You will probably get this type of answer from Septimus: "Please escalate by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention." (or something similar)
By doing this Kraken is trying to keep you from posting additional post about your problem in public channels (at least for a while). First, they try to get the communication on email level, and if they cannot (or maybe even do not want to) solve it, then they start ignoring your emails regarding your request.
This way of email communication is what happened to us last year when bringing the "market manipulation by supply of erroneous data issue" to Kraken's attention. That time we did not use public channels. Now we have brought this topic up again as it happened to a buddy of ours. Still no real answer to the problem.....so actually we are waiting for almost a year now for an answer and a solution to the problem. And worst of all, this problem survived the trade engine update... LOL
Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 28. (Read 629033 times)
February 22, 2018, 06:07:47 AM
February 22, 2018, 04:54:22 AM
wish it was just a few days, no response for almost a month so far. They didn't even reply to get more details about the issue.
February 22, 2018, 04:49:51 AM
Anyone managed to get any support on Kraken in past month, are they still in business? I have funds stuck/stolen there. Deposited, added to the account, but can't use to trade or withdraw, it just gives a "null" error. Opened a bunch of tickets, escalated them, no response.
You only get support when your issue is easily solved and does not give to much bad PR. However, if you have an issue which they dont like (i.e. look at the problem of market manipulation), then they just start to ignore you. An issue which they do not like in particular is when Kraken would have to pay refunds/compensations for their errors. At first, they will try to keep you happy by giving you some Kraken fee credits, but there will be no real compensation.
Even though one has to accept Krakens ToS it does not mean that Kraken will keep to its own rules.
Best advise, stay away from these SCAMs
it's not even something like that, simply some bug in their system. $25k just stuck in limbo and no way to get any contact or support.
The only reason to ignore all these tickets is if they are planning to go out of business soon? Is there any other indication that Kraken might be closing soon?
If they are planning to leave, then they surely would not promote that they are planning to leave. That would be counterproductive for their SCAM.
About your bug.....it is just that these "money in limbo" bugs occur on a very regular basis. Just think about that. And a few more days to work with $25k can be lucrative. Especially if it is not your own money.
February 22, 2018, 04:42:05 AM
Anyone managed to get any support on Kraken in past month, are they still in business? I have funds stuck/stolen there. Deposited, added to the account, but can't use to trade or withdraw, it just gives a "null" error. Opened a bunch of tickets, escalated them, no response.
You only get support when your issue is easily solved and does not give to much bad PR. However, if you have an issue which they dont like (i.e. look at the problem of market manipulation), then they just start to ignore you. An issue which they do not like in particular is when Kraken would have to pay refunds/compensations for their errors. At first, they will try to keep you happy by giving you some Kraken fee credits, but there will be no real compensation.
Even though one has to accept Krakens ToS it does not mean that Kraken will keep to its own rules.
Best advise, stay away from these SCAMs
it's not even something like that, simply some bug in their system. $25k just stuck in limbo and no way to get any contact or support.
The only reason to ignore all these tickets is if they are planning to go out of business soon? Is there any other indication that Kraken might be closing soon?
February 22, 2018, 04:03:43 AM
Hi minernoob1978. That would depend on which type of transfer you're using. You can see how long withdrawals take here. Please let us know if you need anything else!
so if i did it on Tuesday sepa it should not take more than 5 days right?
According to SEPA it should not take more than 48H. But you never know how long Kraken withholds your money from you when you want to transfer it. Gives them a few more days to work with your money. Works in both directions for those frauds.
Thanks for answer)
February 22, 2018, 03:39:09 AM
Anyone managed to get any support on Kraken in past month, are they still in business? I have funds stuck/stolen there. Deposited, added to the account, but can't use to trade or withdraw, it just gives a "null" error. Opened a bunch of tickets, escalated them, no response.
You only get support when your issue is easily solved and does not give to much bad PR. However, if you have an issue which they dont like (i.e. look at the problem of market manipulation), then they just start to ignore you. An issue which they do not like in particular is when Kraken would have to pay refunds/compensations for their errors. At first, they will try to keep you happy by giving you some Kraken fee credits, but there will be no real compensation.
Even though one has to accept Krakens ToS it does not mean that Kraken will keep to its own rules.
Best advise, stay away from these SCAMs
February 22, 2018, 03:33:12 AM
@the OP:
Is there any information about the airdrops on EOS chain? Should we move the ERC20 out of Kraken so that we're eligible for the new tokens or the exchange will do it for us?
Thanks in advance for your answer.
Is there any information about the airdrops on EOS chain? Should we move the ERC20 out of Kraken so that we're eligible for the new tokens or the exchange will do it for us?
Thanks in advance for your answer.
If they didn't write a blog post or tweet about this then I suggest having full control over your private keys. Exchanges usually only support forks and airdrops of coins they are going to list in their platform.
February 22, 2018, 03:32:54 AM
Hi minernoob1978. That would depend on which type of transfer you're using. You can see how long withdrawals take here. Please let us know if you need anything else!
so if i did it on Tuesday sepa it should not take more than 5 days right?
According to SEPA it should not take more than 48H. But you never know how long Kraken withholds your money from you when you want to transfer it. Gives them a few more days to work with your money. Works in both directions for those frauds.
February 22, 2018, 03:31:55 AM
Anyone managed to get any support on Kraken in past month, are they still in business? I have funds stuck/stolen there. Deposited, added to the account, but can't use to trade or withdraw, it just gives a "null" error. Opened a bunch of tickets, escalated them, no response.
February 22, 2018, 03:19:02 AM
Hi minernoob1978. That would depend on which type of transfer you're using. You can see how long withdrawals take here. Please let us know if you need anything else!
so if i did it on Tuesday sepa it should not take more than 5 days right?
February 22, 2018, 02:00:39 AM
@the OP:
Is there any information about the airdrops on EOS chain? Should we move the ERC20 out of Kraken so that we're eligible for the new tokens or the exchange will do it for us?
Thanks in advance for your answer.
Is there any information about the airdrops on EOS chain? Should we move the ERC20 out of Kraken so that we're eligible for the new tokens or the exchange will do it for us?
Thanks in advance for your answer.
February 21, 2018, 07:19:03 PM
still no answers.... closing on a month since (re-)opening the question...
Kraken the best exchange to get ripped off as customer LOL
Apparently Kraken has something to hide about this issue as they do not want to discuss it openly. Only increases doubts about the integrity of this platform.
Kraken the best exchange to get ripped off as customer LOL
still no answers....thus again (and again and again). And yes Septimus (and other Kraken employees) you will be reminded until this issue is solved.
As far as we got it from our friend, you have not gotten to the bottom of this issue, and he is still waiting for an adequate answer and adequate refunds/compensation. Now you are trying to shut him up by offering a tiny amount of Kraken fee's as courtesy.
Still, you have not answered the question of the post. Furthermore, now you are even admitting to market manipulation yourself Septimus as you confirm that Kraken is supplying erroneous OHCL-data and Kraken is doingnothing to warn customers and correct the error. FYI, the so-called "errors" still show in the markets....just another indication that you have not gotten to bottom of this issue. As far as we know, you were informed the same day the "errors" took place, and as far as we can tell, no steps were taken to warn customers nor to correct the "errors", not even today when you state that you have gotten to the bottom of this.... LOL
Therefore again...
Again, the questions:
1) How can Kraken justify this criminal behavior? Or in other words. How can Kraken justify this either direct market manipulation, or indirect manipulation by negligence?
2) Why does Kraken not keep to the ToS when it comes to justified refunds?
Additional questions. Seeing that Gil stated that Kraken did (potentially still does) supply erroneous OHLC-data. Why were no steps taken in correcting these errors after they were brought to your attention? (again the note, that there is proof that the "ridiculous pikes" are not caused by erroneous data, but that trades did take place)
BTW, we already expect the following answer regarding the correction of data….”Kraken is not responsible for data displayed by third party tools.” (LOL) In this case the next question. If not possible to have the data corrected, why are customers not made aware by Kraken about these errors in OHLC data so that they can check whether they are affected by this?
To ALL Kraken clients: Be aware of market manipulation by Kraken (even admitted by their client team)
After having answered the questions above, you might want to answer the next question(s).
1) How is a customer to distinguish between erroneous data and real data in case his/her orders were not traded even though their limit was passed according to your OHCL-data? (Just to be plain, you can always say it were misprints to avoid compensations every time a customer is reporting this type of errors)
2) How are you going to treat this type of issues in the future?
a) How are you going to refund customers for this type of error? (Currently you are still trying to avoid justified and adequate refunds/compensations)
b) How are you going to warn customers after having been informed about this type of errors?
c) How are going to correct the wrongly supplied OHCL-data in case of misprints?
Hi CryptoTeng. You would get the best answers to these questions by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention.
How about discussing this issue in the open so every client can read it? In the past, when non-public channels were used you only gave BS bingo answers.... so let's keep it here so everyone can see how much you are doing about this issue. Thanks
It is obvious that you do not want to discuss this issue in the open. For us, however, it has gone past the point of dealing with this issue behind closed doors.
How can anyone re-enable features when the integrity of the trade platform is in NO way guaranteed?
Furthermore, how can you be sure that you do not have security issues, if you cannot explain the "so-called misprints"? Maybe someone hacked your systems to place the misprints?
As far as we got it from our friend, you have not gotten to the bottom of this issue, and he is still waiting for an adequate answer and adequate refunds/compensation. Now you are trying to shut him up by offering a tiny amount of Kraken fee's as courtesy.
Still, you have not answered the question of the post. Furthermore, now you are even admitting to market manipulation yourself Septimus as you confirm that Kraken is supplying erroneous OHCL-data and Kraken is doingnothing to warn customers and correct the error. FYI, the so-called "errors" still show in the markets....just another indication that you have not gotten to bottom of this issue. As far as we know, you were informed the same day the "errors" took place, and as far as we can tell, no steps were taken to warn customers nor to correct the "errors", not even today when you state that you have gotten to the bottom of this.... LOL
Therefore again...
Again, the questions:
1) How can Kraken justify this criminal behavior? Or in other words. How can Kraken justify this either direct market manipulation, or indirect manipulation by negligence?
2) Why does Kraken not keep to the ToS when it comes to justified refunds?
Additional questions. Seeing that Gil stated that Kraken did (potentially still does) supply erroneous OHLC-data. Why were no steps taken in correcting these errors after they were brought to your attention? (again the note, that there is proof that the "ridiculous pikes" are not caused by erroneous data, but that trades did take place)
BTW, we already expect the following answer regarding the correction of data….”Kraken is not responsible for data displayed by third party tools.” (LOL) In this case the next question. If not possible to have the data corrected, why are customers not made aware by Kraken about these errors in OHLC data so that they can check whether they are affected by this?
To ALL Kraken clients: Be aware of market manipulation by Kraken (even admitted by their client team)
After having answered the questions above, you might want to answer the next question(s).
1) How is a customer to distinguish between erroneous data and real data in case his/her orders were not traded even though their limit was passed according to your OHCL-data? (Just to be plain, you can always say it were misprints to avoid compensations every time a customer is reporting this type of errors)
2) How are you going to treat this type of issues in the future?
a) How are you going to refund customers for this type of error? (Currently you are still trying to avoid justified and adequate refunds/compensations)
b) How are you going to warn customers after having been informed about this type of errors?
c) How are going to correct the wrongly supplied OHCL-data in case of misprints?
Hi CryptoTeng. You would get the best answers to these questions by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention.
How about discussing this issue in the open so every client can read it? In the past, when non-public channels were used you only gave BS bingo answers.... so let's keep it here so everyone can see how much you are doing about this issue. Thanks
It is obvious that you do not want to discuss this issue in the open. For us, however, it has gone past the point of dealing with this issue behind closed doors.
How can anyone re-enable features when the integrity of the trade platform is in NO way guaranteed?
Furthermore, how can you be sure that you do not have security issues, if you cannot explain the "so-called misprints"? Maybe someone hacked your systems to place the misprints?
Apparently Kraken has something to hide about this issue as they do not want to discuss it openly. Only increases doubts about the integrity of this platform.
February 21, 2018, 05:16:57 PM
Max hasnt answered me... Ticket 1571311
I just want the USD funds returned to my Kraken account...Can you do this for me... $644.54
I had a USD wire withrawl that was cancelled, it is stuck... I just want it back in the account...
Thanks
I just want the USD funds returned to my Kraken account...Can you do this for me... $644.54
I had a USD wire withrawl that was cancelled, it is stuck... I just want it back in the account...
Thanks
Hi kyleterd. I can see that this has ben resolved. If you need anything else just let us know!
any ideas how long it takes to send eur to to bank from kraken?
Hi minernoob1978. That would depend on which type of transfer you're using. You can see how long withdrawals take here. Please let us know if you need anything else!
February 21, 2018, 01:14:07 PM
any ideas how long it takes to send eur to to bank from kraken?
February 20, 2018, 03:35:20 PM
still no answers....thus again (and again and again). And yes Septimus (and other Kraken employees) you will be reminded until this issue is solved.
As far as we got it from our friend, you have not gotten to the bottom of this issue, and he is still waiting for an adequate answer and adequate refunds/compensation. Now you are trying to shut him up by offering a tiny amount of Kraken fee's as courtesy.
Still, you have not answered the question of the post. Furthermore, now you are even admitting to market manipulation yourself Septimus as you confirm that Kraken is supplying erroneous OHCL-data and Kraken is doingnothing to warn customers and correct the error. FYI, the so-called "errors" still show in the markets....just another indication that you have not gotten to bottom of this issue. As far as we know, you were informed the same day the "errors" took place, and as far as we can tell, no steps were taken to warn customers nor to correct the "errors", not even today when you state that you have gotten to the bottom of this.... LOL
Therefore again...
Again, the questions:
1) How can Kraken justify this criminal behavior? Or in other words. How can Kraken justify this either direct market manipulation, or indirect manipulation by negligence?
2) Why does Kraken not keep to the ToS when it comes to justified refunds?
Additional questions. Seeing that Gil stated that Kraken did (potentially still does) supply erroneous OHLC-data. Why were no steps taken in correcting these errors after they were brought to your attention? (again the note, that there is proof that the "ridiculous pikes" are not caused by erroneous data, but that trades did take place)
BTW, we already expect the following answer regarding the correction of data….”Kraken is not responsible for data displayed by third party tools.” (LOL) In this case the next question. If not possible to have the data corrected, why are customers not made aware by Kraken about these errors in OHLC data so that they can check whether they are affected by this?
To ALL Kraken clients: Be aware of market manipulation by Kraken (even admitted by their client team)
After having answered the questions above, you might want to answer the next question(s).
1) How is a customer to distinguish between erroneous data and real data in case his/her orders were not traded even though their limit was passed according to your OHCL-data? (Just to be plain, you can always say it were misprints to avoid compensations every time a customer is reporting this type of errors)
2) How are you going to treat this type of issues in the future?
a) How are you going to refund customers for this type of error? (Currently you are still trying to avoid justified and adequate refunds/compensations)
b) How are you going to warn customers after having been informed about this type of errors?
c) How are going to correct the wrongly supplied OHCL-data in case of misprints?
Hi CryptoTeng. You would get the best answers to these questions by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention.
How about discussing this issue in the open so every client can read it? In the past, when non-public channels were used you only gave BS bingo answers.... so let's keep it here so everyone can see how much you are doing about this issue. Thanks
It is obvious that you do not want to discuss this issue in the open. For us, however, it has gone past the point of dealing with this issue behind closed doors.
How can anyone re-enable features when the integrity of the trade platform is in NO way guaranteed?
Furthermore, how can you be sure that you do not have security issues, if you cannot explain the "so-called misprints"? Maybe someone hacked your systems to place the misprints?
As far as we got it from our friend, you have not gotten to the bottom of this issue, and he is still waiting for an adequate answer and adequate refunds/compensation. Now you are trying to shut him up by offering a tiny amount of Kraken fee's as courtesy.
Still, you have not answered the question of the post. Furthermore, now you are even admitting to market manipulation yourself Septimus as you confirm that Kraken is supplying erroneous OHCL-data and Kraken is doingnothing to warn customers and correct the error. FYI, the so-called "errors" still show in the markets....just another indication that you have not gotten to bottom of this issue. As far as we know, you were informed the same day the "errors" took place, and as far as we can tell, no steps were taken to warn customers nor to correct the "errors", not even today when you state that you have gotten to the bottom of this.... LOL
Therefore again...
Again, the questions:
1) How can Kraken justify this criminal behavior? Or in other words. How can Kraken justify this either direct market manipulation, or indirect manipulation by negligence?
2) Why does Kraken not keep to the ToS when it comes to justified refunds?
Additional questions. Seeing that Gil stated that Kraken did (potentially still does) supply erroneous OHLC-data. Why were no steps taken in correcting these errors after they were brought to your attention? (again the note, that there is proof that the "ridiculous pikes" are not caused by erroneous data, but that trades did take place)
BTW, we already expect the following answer regarding the correction of data….”Kraken is not responsible for data displayed by third party tools.” (LOL) In this case the next question. If not possible to have the data corrected, why are customers not made aware by Kraken about these errors in OHLC data so that they can check whether they are affected by this?
To ALL Kraken clients: Be aware of market manipulation by Kraken (even admitted by their client team)
After having answered the questions above, you might want to answer the next question(s).
1) How is a customer to distinguish between erroneous data and real data in case his/her orders were not traded even though their limit was passed according to your OHCL-data? (Just to be plain, you can always say it were misprints to avoid compensations every time a customer is reporting this type of errors)
2) How are you going to treat this type of issues in the future?
a) How are you going to refund customers for this type of error? (Currently you are still trying to avoid justified and adequate refunds/compensations)
b) How are you going to warn customers after having been informed about this type of errors?
c) How are going to correct the wrongly supplied OHCL-data in case of misprints?
Hi CryptoTeng. You would get the best answers to these questions by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention.
How about discussing this issue in the open so every client can read it? In the past, when non-public channels were used you only gave BS bingo answers.... so let's keep it here so everyone can see how much you are doing about this issue. Thanks
It is obvious that you do not want to discuss this issue in the open. For us, however, it has gone past the point of dealing with this issue behind closed doors.
How can anyone re-enable features when the integrity of the trade platform is in NO way guaranteed?
Furthermore, how can you be sure that you do not have security issues, if you cannot explain the "so-called misprints"? Maybe someone hacked your systems to place the misprints?
February 20, 2018, 02:46:29 PM
Max hasnt answered me... Ticket 1571311
I just want the USD funds returned to my Kraken account...Can you do this for me... $644.54
I had a USD wire withrawl that was cancelled, it is stuck... I just want it back in the account...
Thanks
I just want the USD funds returned to my Kraken account...Can you do this for me... $644.54
I had a USD wire withrawl that was cancelled, it is stuck... I just want it back in the account...
Thanks
February 20, 2018, 10:42:03 AM
Another 2 weeks, I have escalated and chased in all available channels, and no reply.
Can you give me an estimate about when I am getting a reply? What is the stance Kraken has taken with his customers? I know I am not the only one in this situation.
Thanks!
Hi Victorvpc. I've reached out to my colleagues to see if there's an estimate as to when this will be answered. I'll let you know once I hear back.
Can I get someone to look at my ticket?
1564525
I cancelled the bank wire and it has not been credited back to my account... Only says "cancel request"
No response from ticket or email in 3 days...
1564525I cancelled the bank wire and it has not been credited back to my account... Only says "cancel request"
No response from ticket or email in 3 days...
Hi kyleterd. I see that Max is helping you out with this ticket. If you need anything else please let Max know. Thanks for reaching out!
Previously, in order to help mitigate strain on our platform caused by exponential growth, we delisted some of our trading pairs and suspended all advanced order types (you can read our blog post about it here: https://blog.kraken.com/post/1234). Since then we have made many infrastructure improvements to better handle load and scale our markets. In a key upgrade we installed a new trade engine on January 13. The new trade engine has and continues to perform extremely well. We are now ready to start bringing back some of the advanced order types and currency pairs.
Firstly, we have enabled Stop Loss and Take Profit order types again. We have also added 10 trading pairs which include:
XRP/CAD
XRP/JPY
EOS/EUR
EOS/USD
XLM/EUR
XLM/USD
GNO/EUR
GNO/USD
REP/USD
ZEC/JPY
For clients wondering about the XBT/GBP and ETH/GBP pairs, we may add these in the future, but do not have an estimated date at this time.
For more information please read through our blog post.
February 20, 2018, 05:25:29 AM
instead of adding/re-enabling features....
How about taking care of some other important issues first.
Still waiting for an answer to these questions:
As far as we got it from our friend, you have not gotten to the bottom of this issue, and he is still waiting for an adequate answer and adequate refunds/compensation. Now you are trying to shut him up by offering a tiny amount of Kraken fee's as courtesy.
Still, you have not answered the question of the post. Furthermore, now you are even admitting to market manipulation yourself Septimus as you confirm that Kraken is supplying erroneous OHCL-data and Kraken is doingnothing to warn customers and correct the error. FYI, the so-called "errors" still show in the markets....just another indication that you have not gotten to bottom of this issue. As far as we know, you were informed the same day the "errors" took place, and as far as we can tell, no steps were taken to warn customers nor to correct the "errors", not even today when you state that you have gotten to the bottom of this.... LOL
Therefore again...
Again, the questions:
1) How can Kraken justify this criminal behavior? Or in other words. How can Kraken justify this either direct market manipulation, or indirect manipulation by negligence?
2) Why does Kraken not keep to the ToS when it comes to justified refunds?
Additional questions. Seeing that Gil stated that Kraken did (potentially still does) supply erroneous OHLC-data. Why were no steps taken in correcting these errors after they were brought to your attention? (again the note, that there is proof that the "ridiculous pikes" are not caused by erroneous data, but that trades did take place)
BTW, we already expect the following answer regarding the correction of data….”Kraken is not responsible for data displayed by third party tools.” (LOL) In this case the next question. If not possible to have the data corrected, why are customers not made aware by Kraken about these errors in OHLC data so that they can check whether they are affected by this?
To ALL Kraken clients: Be aware of market manipulation by Kraken (even admitted by their client team)
After having answered the questions above, you might want to answer the next question(s).
1) How is a customer to distinguish between erroneous data and real data in case his/her orders were not traded even though their limit was passed according to your OHCL-data? (Just to be plain, you can always say it were misprints to avoid compensations every time a customer is reporting this type of errors)
2) How are you going to treat this type of issues in the future?
a) How are you going to refund customers for this type of error? (Currently you are still trying to avoid justified and adequate refunds/compensations)
b) How are you going to warn customers after having been informed about this type of errors?
c) How are going to correct the wrongly supplied OHCL-data in case of misprints?
Hi CryptoTeng. You would get the best answers to these questions by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention.
How about discussing this issue in the open so every client can read it? In the past, when non-public channels were used you only gave BS bingo answers.... so let's keep it here so everyone can see how much you are doing about this issue. Thanks
It is obvious that you do not want to discuss this issue in the open. For us, however, it has gone past the point of dealing with this issue behind closed doors.
Kraken Enables Advanced Orders and Adds 10 Currency Pairs
Previously, in order to help mitigate strain on our platform caused by exponential growth, we delisted some of our trading pairs and suspended all advanced order types (you can read our blog post about it here: https://blog.kraken.com/post/1234). Since then we have made many infrastructure improvements to better handle load and scale our markets. In a key upgrade we installed a new trade engine on January 13. The new trade engine has and continues to perform extremely well. We are now ready to start bringing back some of the advanced order types and currency pairs.
https://blog.kraken.com/post/1494/
Previously, in order to help mitigate strain on our platform caused by exponential growth, we delisted some of our trading pairs and suspended all advanced order types (you can read our blog post about it here: https://blog.kraken.com/post/1234). Since then we have made many infrastructure improvements to better handle load and scale our markets. In a key upgrade we installed a new trade engine on January 13. The new trade engine has and continues to perform extremely well. We are now ready to start bringing back some of the advanced order types and currency pairs.
https://blog.kraken.com/post/1494/
How about taking care of some other important issues first.
Still waiting for an answer to these questions:
As far as we got it from our friend, you have not gotten to the bottom of this issue, and he is still waiting for an adequate answer and adequate refunds/compensation. Now you are trying to shut him up by offering a tiny amount of Kraken fee's as courtesy.
Still, you have not answered the question of the post. Furthermore, now you are even admitting to market manipulation yourself Septimus as you confirm that Kraken is supplying erroneous OHCL-data and Kraken is doingnothing to warn customers and correct the error. FYI, the so-called "errors" still show in the markets....just another indication that you have not gotten to bottom of this issue. As far as we know, you were informed the same day the "errors" took place, and as far as we can tell, no steps were taken to warn customers nor to correct the "errors", not even today when you state that you have gotten to the bottom of this.... LOL
Therefore again...
Again, the questions:
1) How can Kraken justify this criminal behavior? Or in other words. How can Kraken justify this either direct market manipulation, or indirect manipulation by negligence?
2) Why does Kraken not keep to the ToS when it comes to justified refunds?
Additional questions. Seeing that Gil stated that Kraken did (potentially still does) supply erroneous OHLC-data. Why were no steps taken in correcting these errors after they were brought to your attention? (again the note, that there is proof that the "ridiculous pikes" are not caused by erroneous data, but that trades did take place)
BTW, we already expect the following answer regarding the correction of data….”Kraken is not responsible for data displayed by third party tools.” (LOL) In this case the next question. If not possible to have the data corrected, why are customers not made aware by Kraken about these errors in OHLC data so that they can check whether they are affected by this?
To ALL Kraken clients: Be aware of market manipulation by Kraken (even admitted by their client team)
After having answered the questions above, you might want to answer the next question(s).
1) How is a customer to distinguish between erroneous data and real data in case his/her orders were not traded even though their limit was passed according to your OHCL-data? (Just to be plain, you can always say it were misprints to avoid compensations every time a customer is reporting this type of errors)
2) How are you going to treat this type of issues in the future?
a) How are you going to refund customers for this type of error? (Currently you are still trying to avoid justified and adequate refunds/compensations)
b) How are you going to warn customers after having been informed about this type of errors?
c) How are going to correct the wrongly supplied OHCL-data in case of misprints?
Hi CryptoTeng. You would get the best answers to these questions by opening a ticket and escalating that ticket using this form. Thanks for bringing this to our attention.
How about discussing this issue in the open so every client can read it? In the past, when non-public channels were used you only gave BS bingo answers.... so let's keep it here so everyone can see how much you are doing about this issue. Thanks
It is obvious that you do not want to discuss this issue in the open. For us, however, it has gone past the point of dealing with this issue behind closed doors.
February 20, 2018, 02:59:23 AM
Kraken Enables Advanced Orders and Adds 10 Currency Pairs
Previously, in order to help mitigate strain on our platform caused by exponential growth, we delisted some of our trading pairs and suspended all advanced order types (you can read our blog post about it here: https://blog.kraken.com/post/1234). Since then we have made many infrastructure improvements to better handle load and scale our markets. In a key upgrade we installed a new trade engine on January 13. The new trade engine has and continues to perform extremely well. We are now ready to start bringing back some of the advanced order types and currency pairs.
https://blog.kraken.com/post/1494/
Previously, in order to help mitigate strain on our platform caused by exponential growth, we delisted some of our trading pairs and suspended all advanced order types (you can read our blog post about it here: https://blog.kraken.com/post/1234). Since then we have made many infrastructure improvements to better handle load and scale our markets. In a key upgrade we installed a new trade engine on January 13. The new trade engine has and continues to perform extremely well. We are now ready to start bringing back some of the advanced order types and currency pairs.
https://blog.kraken.com/post/1494/
February 19, 2018, 12:16:09 PM
Can I get someone to look at my ticket? 1564525
I cancelled the bank wire and it has not been credited back to my account... Only says "cancel request"
No response from ticket or email in 3 days...
1564525I cancelled the bank wire and it has not been credited back to my account... Only says "cancel request"
No response from ticket or email in 3 days...
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