Have we become too accustomed to the high standard that Kraken provide regarding deposits and withdrawals? How long would Bitstamp/Btc-e SEPA deposit take out of interest?
Where are the high standards of Kraken??? I send money to Kraken from 4th of February and they never credited to my account. When I asked for my remittance they told me that they never receive it. My bank asked officialy Fidor and they answered that my money is in Kraken's account from 4th of February. After this move they admitted that they received the money but until now they haven't credited my account. I only hear excuses and lies. Tommorow I will publish all my conversation (with PM) with Dargo, because I want to prove you that Kraken is a new MtGox...
So be careful because all these problems with deposits and withdrawals are very strange.
If I lie I challenge Dargo to deny all these...
You could publish it, and I'm not telling you shouldn't. But when the shit hits the fan @ Kraken after this Mt. Gox debacle, you won't have to buy BTC anymore. The currency is then simply done, history, game over. All the trust into BTC is already on a thin line right now, especially because the media is picking up all the bad things that happened last couple of days. When another exchange is getting into trouble (and the timing from Kraken is seriously bad right now), I don't see a reason to trust any exchange. A lot of people will be bailing Bitcoin as a whole, and they are probably right too.
Try to give it a couple of more days and if it's not fixed by then, and Kraken doesn't communicate about whats up. You'll know it means trouble
Until now I have send and receive more than 20 PM from Dargo. I send the money on 4th of February (2500 euros). When I ask Kraken why they do not credit my account, Dargo told me that they never receive my money.
OK, we have the receipt now. I checked our Fidor account again and the deposit definitely hasn't been credited to our account. We'll have Fidor search for it, but you should have your bank run a trace on the payment.
I make an application to Fidor Bank to ask them about my remittance (I paid 40 euros) and they gave me an officialy answer that my money sent to Kraken's account on 13th of February. Suddenly they found my money !!!!
Hi Giorgos,
I'm sorry you haven't received your deposit yet. Our bank says they sent it to our account on the 13th, which agrees with what your bank is telling you. I can't find it in our account though - at least it's not in unclaimed funds, which is the only place I know to look if it hasn't been credited to your account. I've contacted our bank to make sure it's been credited to our account, and I've also contacted our back end person to find out if he can see the deposit. This should be fixed by now and I don't know why it isn't, but I will get to the bottom of it for you.
Then they told me that they will credit my account as soon as possible.
Hi Giorgos - OK, we finally found your deposit. It was actually credited to our account on Feb 4th (same date that shows on your deposit receipt). But for some reason it didn't appear in our system. So there was some problem with the integration between our bank account and our site. Your 2500 EUR will be credited to your account as soon as possible. Also, we will gladly refund the 40 EUR you paid for the investigation, because this was entirely our fault (but also not intentional). If you would like the refund in bitcoin, please send me a bitcoin address to send the coins to. Again, I'm very sorry about the delay.
Until now they find new excuses and they do not credit my money to my account.... This is very suspicious....
You can see the basic story from the excerpts. Giorgos contacted us about his delayed deposit. The first thing we do when we receive information from a user about their delayed deposit is search our unclaimed funds list. This is a list of the deposits we have in our system that we haven't been able to match to any kraken account. Giorgos's deposit wasn't on the unclaimed list (and not in his account), so I concluded that it hadn't been deposited to our account. We've been assuming it wouldn't be possible for a deposit to make it to our bank account, but not make it to our system, but this turned out to be incorrect. Giorgos initiated an investigation with his bank and after his bank contacted our bank, our bank contacted us to confirm that the deposit had been received at their interface and that they had credited it to our account. But we still couldn't find it in our system. I then asked our CEO to log directly into our Fidor account to search for the deposit, and we found it that way. So, the problem was that the deposit made it to our bank account just fine, but for some reason the information about this deposit wasn't transferred to our system. We are obviously going to find out why the deposit didn't make it onto our system and fix the issue. Also, we are now including a direct search of our bank account whenever we have a delayed deposit case (and yes we are doing this search for all outstanding deposit cases).
We accept full blame here. First, we shouldn't have assumed that a deposit couldn't make it to our bank account without also making it to our system. Second, it's taken way too long to credit Giorgos's account after the problem was discovered. We found the deposit in our account last Friday and his account still hasn't been credited. To credit the account, the deposit information will have to be entered into our system manually - the person who needs to do this has been extremely busy, but still that's no excuse.
This, in my view, is an instance of a problem that arises too frequently in our company - namely, it sometimes takes too long resolve issues. I think I've mentioned this before, but the root of the problem is that we have too many internal workflows with bottlenecks (in this case, only one person who can enter the info to credit the account, and who is overloaded with other important duties). This is an issue that myself and others in the company are quite aware of and working to fix, but it requires some internal restructuring and probably some more hiring as well. So it's improving, but at a slower rate than I'd like.
We apologize to Giorgos and everyone else who has been experiencing slow support. We realize that the issues we've had recently come at an unfortunate time when the integrity of exchanges is at the forefront of everyone's mind. We have problems, for sure, but we are working hard to resolve them and become a better exchange. Eventually we hope to reach the standard we envisioned for ourselves from the beginning, but we recognize that we have a ways to go.
