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Here you go mate, straight from their "Legal and Privacy":
9.3 Errors. In the event of an error, whether via our Services, in a purchase order confirmation, in processing your purchase, or otherwise, we reserve the right to correct such error and revise your purchase transaction accordingly (including charging the correct price) or to cancel the purchase and refund any amount received. Your sole remedy in the event of an error is to cancel your purchase order and obtain a refund of any amount charged.
Here you go mate, straight from their "Legal and Privacy":
9.3 Errors. In the event of an error, whether via our Services, in a purchase order confirmation, in processing your purchase, or otherwise, we reserve the right to correct such error and revise your purchase transaction accordingly (including charging the correct price) or to cancel the purchase and refund any amount received. Your sole remedy in the event of an error is to cancel your purchase order and obtain a refund of any amount charged.
And Kraken denies to take responsibility for those types of error, and they dont give a refund if it was their error. We have dozen of occasion where the fault was caused by Kraken's trade engine. Ranging from not being able to cancel orders for hours and then having the trade taking place, going through all types of possible errors of not being able to place etc. up to double placements of positions directly caused by Kraken's system upon a single placement call. We have never received a refund. This shows that even if one has rights to error correction according to their own ToS, they do not care. And upon pointing them to their ToS they just ignore you. It's that simple for them. This is typical SCAM-behavior.
Btw, any news on that so called "all-problem-solving" trade engine? Or was this just the typical Kraken farce to say it will be released in the first 2 weeks of December 2017?
Anyhow, it is best to do what Kraken's CEO suggested in case one does not like Kraken. Leave the platform and trade somewhere else.
And yet people do nothing about it, they just complain on forums like here or reddit or twitter, nobody is willing to take legal actions, people just hope for their problems to be mgically solved by god himself, it's pretty clear for me that they will never refund users accounts even if it was clearly their fault, you have no idea how horror is my experience, in my case it will be a no brainer win lawsuit, the user iCoinWatch proposed here a class action lawsuit, I think it's the right thing to do in a normal society, you guys just complain here/reddit/Kraken's twitter without actually doing anything, if they don't feel legal repercussions pressure they don't care about returning our money, I am starting to blame Kraken a little bit for other reasons though, they should steal from you guys more often, you seem to deserve/enjoying it. For people who are willing to do something about it I will repost the telegram link where users can get togeter and find a legal way of solving our problems:
https://t.me/joinchat/GVnVNhCKgKIH6gLeOuGF2A
We dont expect them to solve anything anymore. However, we cannot just let them continue scamming this forum with their lies without warning new/other people. And no we dont trade there anymore, however we will keep reminding them that there are unsolved cases.
I don't trade there anymore also but what do I do with the money that were lost strictly due to kraken's poor trading platform? They literally opened a position for me (I have proves of everything I am saying here, I sent them print screens and everything, I am still waiting for a reponse from them for 12 days now, until now all I received were automated responses and the responses of some PR employees who are reassuring me that Kraken specialits are looking into my problem), they could as well taking the money from my account directly, same thing. I am not willing to let this go and just complain on social media, I will also do this in order for the newcomers to be aware of what they are geting into but I will also take legal actions after the official response from Kraken team will come. I am pretty sure they will offer me some trading fees discounts - it's like a policy they have from what I understood from other users but I need a complete refund of the money that were lost due to the position that was taken by Kraken with my money (nothing less, nothing more).
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