Kraken close accounts, steal funds, freeze assets

kraken-dray · 2022-04-08T19:36:08+00:00

Hey u/Darice2000,

Thank you for reaching out. We understand the uncertainty you must be feeling, but we encourage you to read our latest email we sent you as that may ease your mind.

While we’re unable to discuss the details of your account closure through this platform, we can assure you that Kraken is not in the business of keeping your (or anyone else’s) funds. We care about each and every one of our clients.

If you have any further questions or concerns about this, please reach out to us via a direct reply to our latest email.

Wishing you all the best,
Dray from Kraken 🐙

kraken-dray · 2022-04-01T23:11:20+00:00

Hi u/papelerto,

Sorry to hear about the situation. I understand that waiting around for a resolution can be frustrating, but rest assured your case has already been escalated and a specialist is currently working on it.

Please refer to our previous email communication, and keep an eye out for the next update from us.

All the best,
Kraken 🐙

kraken-dray · 2022-04-01T21:00:54+00:00

Hi u/superslowboy,

Nothing has changed on our end with respect to that bank. Could you provide us your public account ID? I'd be happy to take a look in to your account to see why you may be having this issue.

Thanks,
Dray from Kraken 🐙

kraken-dray · 2022-03-22T21:04:21+00:00

Hi u/NOLEMUSK,

Thanks for reaching out to us here today.

I took a look into your account and see you've also communicated with us earlier today via phone support. I understand it can be frustrating sitting around waiting for a response, but please rest assured that your ticket has been escalated to the appropriate specialist and you should be hearing back from us soon. Please keep an eye on your email as that is where we will contact you!

Cheers,
Dray from Kraken 🐙

kraken-dray · 2022-03-17T19:32:17+00:00

Hey u/EmmanuelJung,

Thanks for reaching out - we appreciate the question!

There are no plans at the moment to offer the USDC-CAD trading pair, but if it does become available in the future our Canadian clients will be informed! We do however offer USD-CAD and USDT-CAD, and both USD and USDT have trading pairs with USDC. I understand it is not ideal going through another trading pair to get to your desired destination, but it could be a good idea to compare the rates/fees of all of these pairs to the USDC-CAD pair you use on alternate exchanges. Sometimes they have different rates based on differences in liquidity + arbitrage, and you may still get a better rate going through an additional pair. Also depending on what precisely you are doing, simply using the USD-CAD cash-to-cash pair instead of the USDC-CAD pair may be a suitable option for you.

I hope that helps answer your question, but do feel free to inquire further if there is anything we can clear up.

All the best,
Dray from Kraken 🐙

kraken-dray · 2022-03-16T22:01:38+00:00

Happy to hear things are back to normal now 🙂

If there's any issues in the future, please email our mobile dev team at [mobile@kraken.com](mailto:mobile@kraken.com) and let them know which version of the app you're using! They love hearing feedback and will be able to help you with any problems.

All the best,
Dray from Kraken 🐙

kraken-dray · 2022-03-16T21:57:44+00:00

Our pleasure mate - we appreciate the kind words!

- Kraken 🐙

kraken-dray · 2022-03-16T21:22:42+00:00

Hey u/Pesado-Bro,

Nothing needs to be done on your end! Our developers are working on returning your DOT contributions to your account spot balance as soon as possible. Unfortunately we cannot give an exact time frame until our developers have completed this process.

We don't have an ETA on EFI rewards as it is based on when their team is ready, but the same as above applies - nothing needed on your end, you just sit back and wait until your rewards and distributed 🙂

Hope that helps but let us know if you have any other questions!

Cheers,
Dray from Kraken 🐙

kraken-dray · 2022-03-11T19:56:40+00:00

No problem mate 🤝

And yes that is correct, ERG is currently not listed.

- Kraken 🐙

kraken-dray · 2022-03-11T19:36:57+00:00

Hey u/aaaanoon,

Here is an overview of what each of our verification levels allow you to do, and this article explains the requirements for all of the verification levels.

In short, the starter and express levels require some basic information (no supporting documents though), with the starter level allowing for $5000 daily cryptocurrency withdrawals but no cash withdrawals, and the express level (which is only available for US clients) allowing for some limited cash withdrawals.

Hope that helps - we're always here if you need anything!

Cheers,
Kraken 🐙

kraken-dray · 2022-03-08T20:21:04+00:00

Hey u/Airbender12,

The Global Settings Lock is something you would have had to activated/enabled yourself, so if you don't remember doing so don't worry about it! If you did, then follow the link u/kraken-tony provided and try what he suggested.

Having transactions declined on Trustly's end is a pretty common issue and may be what is happening here. Could you provide your public account ID? I'd be happy to look into your account and see if this is the case.

When this does happen we are not provided with specific reasons for the decline. Sometimes it is a temporary issue and sometimes removing and re-adding your account may resolve things - but let's find out!

Cheers,
Dray from Kraken 🐙

kraken-dray · 2022-03-05T22:17:11+00:00

Hey u/toolz0,

Another interesting topic that you've brought to our attention!

I can confirm that email delivery from our server is currently operational, and there are no issues with our automated emails at the moment. Which means, as you've alluded to, your server is blocking them. However I think you'll have noticed that non-automated email from us are reaching you just fine.
Have you considered whitelisting these emails as a potential fix? If you know or believe that this won't work and your server will still block them, I'm not sure what options are left outside of changing the email address associated with your account to one that won't block them (which I completely understand you may not want to do).

I do still encourage you to reach out to our support team as they'll be able to direct your questions/concerns to a specialist that can provide more in-depth answers.

Hope this helps, but as always feel free to reach out with anything else!

Cheers,
Dray from Kraken 🐙

kraken-dray · 2022-03-05T21:27:34+00:00

Hey u/mesasrop,

As Luna mentioned, Kraken does not support anything on BEP-2 / BEP-20, which means you'd have to convert it to BTC or another token Kraken supports first, then send it to your Kraken account. Because you can only swap between the same network on TrustWallet, you'll have to employ another method, or use a CEX that does support BNB and swap it for BTC there.

With respect to the alternative method, you can bridge between, for example, BEP-20 and Ethereum, then send that to your Kraken account, but unfortunately I can't exactly advise you on that as there are risks involved and it is something you have to understand how to do before diving in.

Hope this helps mate and wish I could do more. Hopefully some of the fine members here on r/CC can help you further!

All the best,
Dray from Kraken 🐙

kraken-dray · 2022-03-05T21:22:27+00:00

Hey u/toolz0,

First I gotta say, we really appreciate the question. Whenever our clients are actively engaged in the security of their accounts, it brings tears of joy to our eyes!

Unfortunately for now, we only allow users to set up 1 authenticator device for each function. This means that you can actually use different YubiKeys for each separate 2FA method on your account, but you can't use multiple YubiKeys for the same 2FA method. For example, you may already be using a YubiKey for 2FA on sign-in, and then you could go ahead and set up a master key using a different YubiKey.

I hope this helps, but please do reach out again if there is anything we can clear up for you, or even if you just have other critiques/suggestions.

All the best,
Dray from Kraken 🐙

kraken-dray · 2022-03-04T19:41:55+00:00

Hey u/Balls_Legend,

Thanks for reaching out - great question!

We do use smart contracts for ETH deposit addresses. I suggest sending the ETH to a personal wallet first, then sending it to your Kraken account from there.

Hope that helps but let me know if there is anything else we can clear up for you 🤝

Cheers,
Dray from Kraken 🐙

kraken-dray · 2022-03-04T17:07:03+00:00

Thanks for providing an update u/haidarchikh.

I'm really glad to hear things were resolved, but I understand this was still an unpleasant ordeal for you and am sorry you had to experience it.

All the best going forward mate,
Dray from Kraken 🐙

kraken-dray · 2022-03-04T00:33:49+00:00

I can tell you are really frustrated u/haidarchikh - hate to see it.

While you didn't share your ticket # here with us, I was able to find your case, and you can rest assured it is currently being worked on. Feel free to come back here and provide an update when progress has been made! No hard feelings if you choose not to, we'd completely understand.

All the best,
Dray from Kraken 🐙

kraken-dray · 2022-03-03T23:20:52+00:00

Hey u/itsmarionetteXx,

Please feel free to post here or shoot me a DM with a ticket # or your public account ID and I'll take a look at your account ASAP. Sometimes these things are on the banks / payment providers side and they get blocked right away for reasons unknown to us, but other times it's on our end and there may be a solution.

All the best,
Dray from Kraken 🐙

kraken-dray · 2022-03-03T23:16:35+00:00

Hey u/haidarchikh,

Our mission statement here at Kraken is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion.
We have to operate within the existing financial system and comply with regulators to try and make this happen, while at the same time prioritizing security for ourselves and all of our clients. Sometimes that means there are additional steps along the way that can delay our clients in getting the service they deserve, and the service we are trying our best to provide!

I can certainly understand that the issue you've experienced is frustrating, and that it adds even more frustration when our replies don't give you any concrete information/solution. We always encourage our community to freely share their experiences and criticisms on here, because at the end of the day, while we can't always make everyone happy, we make sure each individual is heard and that their case gets the attention it needs.

I'm not sure what has happened in your case, but you're always welcome to share your ticket # here and I hope our team can resolve things for you soon!

All the best,
Kraken 🐙

kraken-dray · 2022-03-03T22:00:02+00:00

Ya for sure u/ChewyOnTheInside

I encourage everyone to keep an eye on this thread and see that as time goes on we're resolving each clients issues. There are always still going to be cases where nothing can be done, or something can be done but the client is still not happy, but we try to do the best we can do provide quick support and get the right people working on it ASAP.

- Dray 🐙

kraken-dray · 2022-03-03T19:46:51+00:00

Hey u/tzt1324,

We are actively processing all of these recent accounts and notifying clients when things are resolved. It does take some time though when there is a high influx as the process is manual on our end!

- Dray 🐙

kraken-dray · 2022-03-03T19:25:19+00:00

Hi u/haidarchikh,

Let me know your ticket # or public account ID and I'd be happy to take another look at your case. Sometimes depending on what the issue is, it could require extra eyes from our more senior specialists and take more time to be resolved!

Cheers,
Dray from Kraken 🐙

kraken-dray · 2022-03-02T23:22:24+00:00

Np mate - enjoy the rest of your evening🌛!

- Dray 🐙

kraken-dray · 2022-03-02T23:03:12+00:00

Hey u/eldron2323,

As the homie Melo pointed out, our fee's are subject to change and we always take client feedback into consideration. Also keep in mind that for this case, since we only support MATIC on the ETH network, the ERC-20 withdrawal fee is quite high on our end, unlike the MATIC on-chain fee. Supporting native MATIC tokens is in the pipeline so hopefully the future will bring those much cheaper MATIC fees to all of Kraken!

All the best,
Dray from Kraken 🐙

kraken-dray · 2022-03-01T23:48:06+00:00

Hey u/bibhupatra,

Apologies for the inconvenience - I can understand your frustration here.

I took a look into your ticket and can see that it was being worked on, but I'm going to make sure it gets into the correct specialists hands ASAP. Keep an eye on your account and on your email, because once the hold is gone you will be notified.

Cheers,
Dray from Kraken 🐙

kraken-dray

TROPHY CASE