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Victorvpc

newbie

Activity: 4

Merit: 0

Quote from: Victorvpc on February 05, 2018, 08:37:34 AM

Hi,

My ticket 1004438 has not been dealt with since 9th of December.

I had a margin position open, and tried several times to close the position but your website was down for a WEEK!!. I requested the positions to be closed manually by someone on December 9th or I was at risk of losing my entire portfolio. You never replied, and I tried to trade in your platform hundreds of times without success.

I saw most of my funds to evaporate without a reply from your side if the position was closed and your website down.

I have escalated the ticket dozens of times. My ticket is one of the oldest I see in the chat witout being taken care.

Please do not reply with "I have escalated your ticket". I need an urgent reply or I would be forced to start legal actions, the money lost is worth the hassle.

Thanks!

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!

CryptoTeng

member

Activity: 167

Merit: 15

Quote from: Kraken-Septimus on February 16, 2018, 04:24:15 PM

Quote from: CryptoTeng on February 15, 2018, 04:29:55 PM

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-Septimus

full member

Activity: 338

Merit: 101

https://support.kraken.com

Quote from: CryptoTeng on February 15, 2018, 04:29:55 PM

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...

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.

CryptoTeng

member

Activity: 167

Merit: 15

Quote from: Kraken-Septimus on February 15, 2018, 01:15:09 PM

Quote from: CryptoTeng on February 12, 2018, 04:41:46 AM

exactly, and Kraken either cannot or do not want to explain how it is possible. Additionally, according to Kraken this erroneous data was supplied by themselves, see Gil's answer a few pages back. Furthermore, they deny justified refunds and/or compensations when mentioning this to them.

It looks like Gil had gotten to the bottom of this and it was in fact a misprint. Thanks for reaching out.

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...

Quote from: CryptoTeng on February 11, 2018, 05:49:23 AM

Still waiting for an answer.....

Quote from: CryptoTeng on February 07, 2018, 07:45:09 PM

Quote from: Kraken-Septimus on February 07, 2018, 04:20:21 PM

Quote from: CryptoTeng on February 07, 2018, 06:59:01 AM

Still, no answer to the questions.

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)

Btw, our friend is still waiting for an answer. You guys stopped replying to his justified request.

Hi CryptoTeng. Kraken does not participate in market manipulation.

As previously stated, we're investigating the situation laid out in the ticket. We'll be sure to respond to the ticket once we have a solution.

As this issue was first reported spring last year (2017), we just wonder how long this investigation will take. We still did not receive an adequate answer about this issue last year.

As you seem to have forgotten about those requests, we will regularly remind you of this issue in the future until this issue is solved. Then you cannot forget this time. And yes, we will keep on calling it market manipulation, as it it clearly is the case seeing the proof, Gil's answer, the negligence of the so called error (not true according to the screenshots) in the OHCL data, and not warning customers about these irregularities in your markets.

Furthermore, to answer the 2nd question above we do not need to wait for the investigation. This is a very general question on how serious Kraken takes it's customers except for seeing them as milk cows.
So, please stop trying to solve this with management BS bingo, as you have been trying to do for months now.

We are just glad to have stopped trading on your wannabe exchange, better say SCAM, some time ago. As every customer should question the integrity of your markets as you still cannot answer the case after more than week in this particular dude's case, or in our case since almost a year.

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?

Kraken-Septimus

full member

Activity: 338

Merit: 101

https://support.kraken.com

Quote from: CryptoTeng on February 12, 2018, 04:41:46 AM

exactly, and Kraken either cannot or do not want to explain how it is possible. Additionally, according to Kraken this erroneous data was supplied by themselves, see Gil's answer a few pages back. Furthermore, they deny justified refunds and/or compensations when mentioning this to them.

It looks like Gil had gotten to the bottom of this and it was in fact a misprint. Thanks for reaching out.

Quote from: bribed on February 12, 2018, 06:09:10 AM

Hello there, I have a huge problem. I tried to log into my account on Kraken as usual, but the site denied my login data, telling me that my password was incorrect. It definitely was not, as I logged in to the account just a few days before it didnt accept the same login data anymore. I am desperately in need of access to my account and to the funds on it, but I fail to log in for several weeks now. I have opened a ticket right away (ticket opened on 25.1.2018) but so far I didnt get any reply. Today I tried to sign in again, and now the site shows "Account temporarily disabled". I didnt do anything different than I always did when signing into my kraken account, but now its locked. There is no reason for this and I am really disappointed. I hope that you can help me here to get my support ticket processed faster, as I cannot wait much longer for the support to answer my query.

FYI: my account is verfied on tier 3.

Hi bribed. I'm sorry to hear that you're unable to log into your account. Could you please escalate your ticket using this form? Thanks for your patience.

Quote from: jondigo on February 12, 2018, 12:58:02 PM

Anybody knows if it's possible to put a BEEP / Notification on Kraken's Beta Trading desk?

Having to look every few minutes to see if orders have been fulfilled is a big time waster. Yesterday I had one close and could not see it until 20 minutes later as I was doing other stuff.

PS: Same applys to their Cryptowatch... and I also use Tradingview but they don't have Kraken's chart... so it's always quite off.

Hi jondigo. If you have a tab opened in the background you should get a fill notification. Cryptowatch subscribers would get SMS fill notifications if that feature is turned on.

Quote from: dekana on February 12, 2018, 01:05:00 PM

Anybody else been waiting longer than they expected for their USD wire to be credited?

Hi dekana. If you're still waiting on you USD I'd suggest opening a ticket url=https://support.kraken.com/hc/en-us/requests/new]here[/url] and escalating that ticket using this form. Thanks for your patience.

Quote from: Cryptotreasury on February 12, 2018, 01:48:45 PM

@ KRAKEN SEPTIMUS

Hi thanks for responding to my previous message. I understand you guys are busy, please can you estimate a timeframe for me to get a response. It doesn't have to be dead on but at least a ballpark figure??

Case Number: 759020

Cheers,

Cryptotreasury

Hi Cryptotreasury. I see that this issue has been resolved. If you need anything else please reach out again.

Quote from: Krister-- on February 14, 2018, 03:10:04 PM

Quote from: Krister-- on February 14, 2018, 02:16:54 PM

I am trying to withdraw ethereum but is only getting the error message: "service unavailable" when pressing the withdraw button.

Do anybody know when this will be solved?

It seems to be working now.

Hi Krister--. I'm glad to hear that this is already resolved. Please let us know if you need anything else!

Krister--

newbie

Activity: 12

Merit: 0

Quote from: Krister-- on February 14, 2018, 02:16:54 PM

I am trying to withdraw ethereum but is only getting the error message: "service unavailable" when pressing the withdraw button.

Do anybody know when this will be solved?

It seems to be working now.

Krister--

newbie

Activity: 12

Merit: 0

I am trying to withdraw ethereum but is only getting the error message: "service unavailable" when pressing the withdraw button.

Do anybody know when this will be solved?

Cryptotreasury

newbie

Activity: 3

Merit: 0

@ KRAKEN SEPTIMUS

Hi thanks for responding to my previous message. I understand you guys are busy, please can you estimate a timeframe for me to get a response. It doesn't have to be dead on but at least a ballpark figure??

Case Number: 759020

Cheers,

Cryptotreasury

dekana

newbie

Activity: 21

Merit: 0

Anybody else been waiting longer than they expected for their USD wire to be credited?

jondigo

newbie

Activity: 9

Merit: 0

Anybody knows if it's possible to put a BEEP / Notification on Kraken's Beta Trading desk?

Having to look every few minutes to see if orders have been fulfilled is a big time waster. Yesterday I had one close and could not see it until 20 minutes later as I was doing other stuff.

PS: Same applys to their Cryptowatch... and I also use Tradingview but they don't have Kraken's chart... so it's always quite off.

bribed

full member

Activity: 238

Merit: 100

Quote from: Kraken-Septimus on February 09, 2018, 05:28:34 PM

Hello there, I have a huge problem. I tried to log into my account on Kraken as usual, but the site denied my login data, telling me that my password was incorrect. It definitely was not, as I logged in to the account just a few days before it didnt accept the same login data anymore. I am desperately in need of access to my account and to the funds on it, but I fail to log in for several weeks now. I have opened a ticket right away (ticket opened on 25.1.2018) but so far I didnt get any reply. Today I tried to sign in again, and now the site shows "Account temporarily disabled". I didnt do anything different than I always did when signing into my kraken account, but now its locked. There is no reason for this and I am really disappointed. I hope that you can help me here to get my support ticket processed faster, as I cannot wait much longer for the support to answer my query.

FYI: my account is verfied on tier 3.

CryptoTeng

member

Activity: 167

Merit: 15

Quote from: nokati on February 12, 2018, 05:21:12 AM

I am not sure if its true, but if it is, kraken shouldn't be trusted with one penny!

We can prove that this happened on several occasions spring last year (2017). Kraken was informed about it then on each occasion of which we knew.
Now, it happened again on the January 29th 2018 (thus after the trade engine update) to a friend of ours. He also can proof that trades took place at the uttermost end of the pikes which lead to this discussion, but his orders were not traded even though their limit was clearly passed. Additionally, he got the answer by email from Gil which is cited in exact words a few pages back. This email tells our buddy that he his not entitled to refunds according to Kraken's ToS, because the trade/OHCL-data is incorrect, and no trades took place in that pike according to Kraken.

This means that Kraken is aware of erroneous OHCL-data at least from the January 29th on, and that they are aware that their own tool cryptowatch, and third party tools like tradeview show erroneous OHCL-data, because it is data which was supplied by Kraken. (whereby, again it should be noted that there is proof that the pike was induced by at least one actual trade which took place).

No steps were taken by Kraken to correct the OHCL-charts, which should have been the least which should have been done if it were errors. The pikes still show in the markets. Thus adding doubts about Gil's statement and erroneous data. Furthermore, customers were not warned about these irregularities in the markets.

So, we totally agree with your statement for this case that Kraken should not be trusted with a single penny.

nokati

full member

Activity: 312

Merit: 111

I am not sure if its true, but if it is, kraken shouldn't be trusted with one penny!

CryptoTeng

member

Activity: 167

Merit: 15

Quote from: nokati on February 12, 2018, 03:59:10 AM

Quote from: CryptoTeng on February 11, 2018, 05:49:23 AM

Still waiting for an answer.....

Quote from: CryptoTeng on February 07, 2018, 07:45:09 PM

Quote from: Kraken-Septimus on February 07, 2018, 04:20:21 PM

Quote from: CryptoTeng on February 07, 2018, 06:59:01 AM

Still, no answer to the questions.

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)

Btw, our friend is still waiting for an answer. You guys stopped replying to his justified request.

Hi CryptoTeng. Kraken does not participate in market manipulation.

As previously stated, we're investigating the situation laid out in the ticket. We'll be sure to respond to the ticket once we have a solution.

As this issue was first reported spring last year (2017), we just wonder how long this investigation will take. We still did not receive an adequate answer about this issue last year.

As you seem to have forgotten about those requests, we will regularly remind you of this issue in the future until this issue is solved. Then you cannot forget this time. And yes, we will keep on calling it market manipulation, as it it clearly is the case seeing the proof, Gil's answer, the negligence of the so called error (not true according to the screenshots) in the OHCL data, and not warning customers about these irregularities in your markets.

Furthermore, to answer the 2nd question above we do not need to wait for the investigation. This is a very general question on how serious Kraken takes it's customers except for seeing them as milk cows.
So, please stop trying to solve this with management BS bingo, as you have been trying to do for months now.

We are just glad to have stopped trading on your wannabe exchange, better say SCAM, some time ago. As every customer should question the integrity of your markets as you still cannot answer the case after more than week in this particular dude's case, or in our case since almost a year.

whats wrong with OHLC-data? are the charts incorrect?

exactly, and Kraken either cannot or do not want to explain how it is possible. Additionally, according to Kraken this erroneous data was supplied by themselves, see Gil's answer a few pages back. Furthermore, they deny justified refunds and/or compensations when mentioning this to them.

nokati

full member

Activity: 312

Merit: 111

Quote from: CryptoTeng on February 11, 2018, 05:49:23 AM

Still waiting for an answer.....

Quote from: CryptoTeng on February 07, 2018, 07:45:09 PM

Quote from: Kraken-Septimus on February 07, 2018, 04:20:21 PM

Quote from: CryptoTeng on February 07, 2018, 06:59:01 AM

Still, no answer to the questions.

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)

Btw, our friend is still waiting for an answer. You guys stopped replying to his justified request.

Hi CryptoTeng. Kraken does not participate in market manipulation.

As previously stated, we're investigating the situation laid out in the ticket. We'll be sure to respond to the ticket once we have a solution.

As this issue was first reported spring last year (2017), we just wonder how long this investigation will take. We still did not receive an adequate answer about this issue last year.

As you seem to have forgotten about those requests, we will regularly remind you of this issue in the future until this issue is solved. Then you cannot forget this time. And yes, we will keep on calling it market manipulation, as it it clearly is the case seeing the proof, Gil's answer, the negligence of the so called error (not true according to the screenshots) in the OHCL data, and not warning customers about these irregularities in your markets.

Furthermore, to answer the 2nd question above we do not need to wait for the investigation. This is a very general question on how serious Kraken takes it's customers except for seeing them as milk cows.
So, please stop trying to solve this with management BS bingo, as you have been trying to do for months now.

We are just glad to have stopped trading on your wannabe exchange, better say SCAM, some time ago. As every customer should question the integrity of your markets as you still cannot answer the case after more than week in this particular dude's case, or in our case since almost a year.

whats wrong with OHLC-data? are the charts incorrect?

CryptoTeng

member

Activity: 167

Merit: 15

Still waiting for an answer.....

Quote from: CryptoTeng on February 07, 2018, 07:45:09 PM

Quote from: Kraken-Septimus on February 07, 2018, 04:20:21 PM

Quote from: CryptoTeng on February 07, 2018, 06:59:01 AM

Still, no answer to the questions.

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)

Btw, our friend is still waiting for an answer. You guys stopped replying to his justified request.

Hi CryptoTeng. Kraken does not participate in market manipulation.

As previously stated, we're investigating the situation laid out in the ticket. We'll be sure to respond to the ticket once we have a solution.

As this issue was first reported spring last year (2017), we just wonder how long this investigation will take. We still did not receive an adequate answer about this issue last year.

As you seem to have forgotten about those requests, we will regularly remind you of this issue in the future until this issue is solved. Then you cannot forget this time. And yes, we will keep on calling it market manipulation, as it it clearly is the case seeing the proof, Gil's answer, the negligence of the so called error (not true according to the screenshots) in the OHCL data, and not warning customers about these irregularities in your markets.

Furthermore, to answer the 2nd question above we do not need to wait for the investigation. This is a very general question on how serious Kraken takes it's customers except for seeing them as milk cows.
So, please stop trying to solve this with management BS bingo, as you have been trying to do for months now.

We are just glad to have stopped trading on your wannabe exchange, better say SCAM, some time ago. As every customer should question the integrity of your markets as you still cannot answer the case after more than week in this particular dude's case, or in our case since almost a year.

Kraken-Septimus

full member

Activity: 338

Merit: 101

https://support.kraken.com

Quote from: Cryptotreasury on February 08, 2018, 07:33:33 AM

ENTERING DAY 110!

PLEASE NOTE KRAKEN SUPPORT IS NOT RESPONDING TO LETTERS FROM MY LEGAL COUNCIL. IF THIS IS THE CASE FOR ANYONE ELSE PLEASE GET IN TOUCH!

CASE: 759020

Whilst considerable work has been done to move my particularly complex situation forward I am now met with silence. I used to get correspondence daily and generally I have been impressed regarding the response time of "Kraken's nightmare support" over the past few months. Up until now.

I understand that Kraken Support is stretched but resolving my withdrawal issue, which has now been on hold for a week, is extremely easy and would take very little time to address. Solution: do what Bittrex does and start bottlenecking new accounts if you can't handle the heat.

I AM UNABLE TO PUT MY ASSETS IN COLD STORAGE OR CASH OUT AND I AM CONSISTENTLY REMINDED OF MT GOX. (I don't care how close Kraken was in the reimbursement strategy).

After lifting the withdrawal and deposit embargo I am left with withdrawals on hold until support can "make sure it goes through correctly". I am now waiting a week for someone to review this and let's not go into last week's market crunch, I thank Superman for the rebound. So do you guys I suppose. Unless this procedure requires a UN delegation rather an a couple of clicks on a drop down menu I challenge you KRAKEN SEPTIMUS to be a hero and put this case to bed so I can throw a party!

TICKET ESCALATION: DONE
AM I HAVING NICE DAY? : YES I GENERALLY DO, BUT THERE IS A BIG CLOUD RAINING OVER ME CALLED INACTION FROM KRAKEN SUPPORT.

Hi Cryptotreasury. I can see that your ticket has already been escalated, so one of our teammates will be with you as soon as possible. It looks like there's a backlog in this particular queue which is why you're seeing longer wait times. I'm sorry for the inconvenience.

Quote from: Pimpmycoin on February 09, 2018, 01:24:07 PM

Quote from: ju34400 on February 09, 2018, 12:56:00 PM

withdraw are again unavailable
seriously why did a maj of several days for fix only half of your famous issues?

same here, deposit and withdrawal service unavailable

Hi ju34400 & Pimpmycoin. This issue has been resolved by our development team. Thanks for bringing it to our attention. If there are any other issues or if these issues persist, please let us know.

Quote from: jondigo on February 09, 2018, 02:00:35 PM

Well guys, I'm glad I'm not alone...

Received confirmation of Level 4 status, and first thing I see is that the Deposit/Withdraw services are unavailable.

Plus, website is kinda slow. I did not trade on Kraken so far, but I wonder why they went down to do all the upgrades if they are still overloaded?

1. They should shut down new applications entirely until their Support is up to date and reply within 48 hours max. This is internet business. 48 hours is reasonable but still long for online businesses.

2. Same goes for Deposit/Withdrawals. When it comes to money, people have emotions and flood the support team with unnecessary tickets.

3. Fix the scale issues. That means a bug free & lightning fast web and trading platform. Routinely do weekly upgrades with short down times.

I do understand exchanges want to grab as many customers as possible, but history tells these customers will leave ship at some point when better structured exchanges will pop up, and will not come back.

This is not like traditional banking when you seem "stuck" with your porfolio/loans at a specific bank and prefer to stay over crossing the street as it's complicated to do.

Hope the (3) points I pointed out will be considered by Kraken, in their best interests for the medium / long term.

Hi jondigo. We haven't heard many complaints about the website being slow or connectivity issues since the upgrade in early January. Could you elaborate on that for us? Every queue has a different wait time. Some are still backlogged at this point and our teams are working hard to solve the backlog of tickets as efficiently as possible to get clients answers as quickly as possible.

If you're having an issue with a deposit or withdrawal the best thing to do is to open a ticket here and escalate that ticket using this form.

We have upgraded our trading engine in early January and it's been so much better than before. Trades go through normally again. If you have any specific bugs that you're seeing please let us know.

The idea usually is to have as little downtime as possible. This is difficult on a 24/7 exchange but we usually handle it quite well. Our major upgrade to the trading engine had an elusive bug that caused major delays. This shouldn't be the norm in the future.

If you have any other suggestions please let us know! We're always looking for feedback on what's working and what's not. If there's any other way that we can improve your time on Kraken just let us know.

jondigo

newbie

Activity: 9

Merit: 0

Quote from: Pimpmycoin on February 09, 2018, 01:24:07 PM

Quote from: ju34400 on February 09, 2018, 12:56:00 PM

withdraw are again unavailable
seriously why did a maj of several days for fix only half of your famous issues?

same here, deposit and withdrawal service unavailable

Well guys, I'm glad I'm not alone...

Received confirmation of Level 4 status, and first thing I see is that the Deposit/Withdraw services are unavailable.

Plus, website is kinda slow. I did not trade on Kraken so far, but I wonder why they went down to do all the upgrades if they are still overloaded?

1. They should shut down new applications entirely until their Support is up to date and reply within 48 hours max. This is internet business. 48 hours is reasonable but still long for online businesses.

2. Same goes for Deposit/Withdrawals. When it comes to money, people have emotions and flood the support team with unnecessary tickets.

3. Fix the scale issues. That means a bug free & lightning fast web and trading platform. Routinely do weekly upgrades with short down times.

I do understand exchanges want to grab as many customers as possible, but history tells these customers will leave ship at some point when better structured exchanges will pop up, and will not come back.

This is not like traditional banking when you seem "stuck" with your porfolio/loans at a specific bank and prefer to stay over crossing the street as it's complicated to do.

Hope the (3) points I pointed out will be considered by Kraken, in their best interests for the medium / long term.

Pimpmycoin

hero member

Activity: 595

Merit: 500

non può fare dump per sempre

Quote from: ju34400 on February 09, 2018, 12:56:00 PM

withdraw are again unavailable
seriously why did a maj of several days for fix only half of your famous issues?

same here, deposit and withdrawal service unavailable

ju34400

hero member

Activity: 1274

Merit: 511

withdraw are again unavailable
seriously why did a maj of several days for fix only half of your famous issues?

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