Topic: [ANN] KRAKEN.COM - Exchange with USD EUR GBP JPY CAD BTC LTC XRP NMC XDG STR ETH - page 294. (Read 628889 times)

Even today someone sent 1.66 BTC to this address. If the address had just been removed from the Kraken pages after it was found faulty that would have saved a lot of harm.

So this problem https://blockchain.info/address/12XaFVJQ4xZ17dRHaFaMGKTmDAk8FnXL3z?sort=1 started 4 days ago. And one unlucky trader deposited 196 BTC.

These are the facts so far.

Dargo, can you sign a message using this address to confirm you have the privkey to / control it so that people's nerves can be soothed?

The address where i've sent my 0.25 bitcoin to saturday night: 12XaFVJQ4xZ17dRHaFaMGKTmDAk8FnXL3z

Still not appeared on my funds. The address is about to expire in 21 hours on my account.

This really is a big shame. I created my account last saturday and except the forum posts on the subject it just seems my 0.25 bitcoin is vanished. The address still shows up. It seems like Kraken tries to hide their errors/mistakes. What else will go wrong if we continue to use Kraken? To me it seems like this picture of the dictator saying everything is OK.

@Dargo: Please take a look at request #18835. I'm actually tired of looking at the Kraken support page, this forum and the Kraken Twitter page every hour or so to see if and so, when my 0.25 bitcoin will be recovered.

Ok, thats sent. Hopeful to see my new balance when your support wakes up as I go to bed!

Can someone post this address?

I passed your message to support, so someone will contact you soon.

I see - different banks seem to have different ideas about what is needed. Our bank wants more than the field 20 reference. They want to know the name on the sending account, the amount, bank name, BIC code, your account IBAN, the date it was sent, and whether it was a wire or SEPA. If you can't get a deposit receipt, it would help us if you send that info in your ticket.

Nobody said anything about bitcoins being lost or not being able to cover. It was stated above that all funds are safe and that everyone will be credited for their deposits. But as I said everyone who's been affected should contact us through support. If I gave the impression that this is no big deal, that was a misunderstanding. It most certainly is a big deal. But it's not even close to the disaster you assume. The coins were never in any danger of being lost and users aren't in any danger of losing funds. Everyone will get their funds back, but as I said it will take 1-2 weeks to sort it all out.  

I sent a "field 20" reference which is what your bank would need instead of a deposit receipt. So I was told by my bank.

This is horrible damage control. You have to be fucking retarded to come back with a pooh-pooh no big deal, we lost 600 BTC which we can't cover please make support tickets.

At the rate you are going this is turning into BitFunder 2, and apparently people were expecting a lot more from your group.

Effective immediately:

A. You personally must quit. You are much too stupid to in any way be involved in any sort of BTC venture, after that post. Buzzdave was killed by much less.

B. Kraken must get someone who knows what time it is to do forum PR or else forget forum PR. It's not a game for everyone.

Vouch for this - bugbounty is a Kraken handle. To clarify, the bug btcash references has been fixed, so no need to report it.

@btcash et al

Report issues to Kraken security via the Kraken Bug Bounty program.

https://api.kraken.com/0/public/Trades?pair=XXBTZEUR&since=0 will not result the first batch of trades?
are there any limits for API trade method's since parameter?
If there are, I believe it should be stated in the API docs.
And more technical question regarding this api method, why you have decided to return only last tid value instead of this information as additional column for each entry. Data integration benefits are worth such small overhead as one column.
Currently it is hard difficult to get some of the market's full trade history, it requires at least integration of bitcoincharts csv and market's api. Gox still provides such capabilities, based on that, their data can be utilized in much more trading engines, they have bigger impact on the btc rates. It is worth to put an effort for easy interface to full trades, if you want to avoid the overloading of server you may always put it as https://apihistory.kraken.com/0/public/Trades... if order_book method will be overloaded you can also move full order_book the that apihistory api url.

@Dargo

Can someone (Mindy) reply on my request #4316? Thanks.

Yes, EUR deposits are working normally.

Do we know if Deposits in EUR are working? I would like to deposit in the morning. My SEPAs usually go through within a couple hours to a day, just wanted to make sure EUR deposits are unaffected. Thank you.

Agreed.

But I have to say I am disappointed how you handled the current deposit bug.
1. 40 hours passed from the first to the latest deposit. This way to long. Don't you have a security manger working 24/7?
2. The address is still up.
3. Not even an automated reply about what is going on. I found this thread by accident.

With a better support I don't see why kraken can't become the no. 1 exchange.

Hello Kraken - Team,
(A few suggestions)

Kraken is around now for a couple of months, and you provide for my taste ( and I guess I speak for many others ) the best bitcoin trading platform available. Kudos for that.
However, your customer support sucks ( really !) I guess you have heard that before.

I've been talking to a few members of Kraken, and the majority of them had no idea about this thread here.
Somehow they did expect that someone of the Kraken team would reply to their emails / support tickets faster,
and when I told them, Kraken does talk to members on bitcointalk.org, they were kinda surprised.

I suggest:
- You (kraken) find a way to reply to tickets and emails **in a timely manner** , even if you can't solve the problem with that first reply.
- It is important to give your clients the feeling they are being taken care of.
- Improve your communication, keep us informed, and make a much better use of the medium 'email' and 'ticket'.
- You have got a twitter account @krakenfx. Make use of it, not only to announce that we can meet you on an exhibition, but reply to customer requests, use it as support medium.
I know you use twitter, and there is much room left to improve.

- Create a kraken blog and update it on a regular basis.
- Link to that blog from your support page.

Talk openly about problem situations as you learn about them, and announce them before your clients do ( if possible ).
Then, describe what steps you are going to be doing to solution the issue.

Well, that all sounds quite logical and normal - I know. But it still has to be implemented. This is why I took the time to write about it.

Beside the way how kraken does customer support, I am absolutely happy with the trading platform. Keep up the good work.

_________________
Best,
from Derek

I'm sorry you haven't had a response from support - you'll get one today. We requested your deposit receipt a while back but I don't think we've received it.

Everyone affected by this issue should do as you've done - create a support ticket about it. Support is limited over the weekend, but we'll be replying to these tickets today and tomorrow. I agree it's better to remove the address, and I'm recommending we do this, but it has stayed up for a bit because others on the team thought it might create anxiety for users if the address just disappeared. Nobody has made further deposits to the address, so it hasn't been an issue so far. 

The bug that caused this has been fixed now, so the only issue left is returning funds. We estimate that we can credit everyone for their deposit within 1-2 weeks. But as I said please create a ticket about it.