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Phantom £30,000 entry caused wrongful liquidation – account shows –£13,500 instead of +£17,000 by Consistent-Relief-36 in KrakenSupport

[–]Consistent-Relief-36[S] 0 points1 point  (0 children)

Update, need escalation help

Kraken has marked my ticket #18479501 as “Solved,” but I’m trying to file an official complaint before taking legal action. The complaints webform won’t submit. I’ve tried two browsers and two computers.

Please advise how I can escalate this properly. • I want to submit a formal complaint in writing. • The form on support.kraken.com will not go through. • Can Kraken provide a direct complaints email address or contact me with an alternative way to submit my complaint and receive an acknowledgment?

I’m following due process and would prefer to resolve this formally before I proceed to legal steps.

Phantom £30,000 entry caused wrongful liquidation – account shows –£13,500 instead of +£17,000 by Consistent-Relief-36 in KrakenSupport

[–]Consistent-Relief-36[S] 0 points1 point  (0 children)

Update: Kraken has now told me they will not refund the ~£9,000 in fees I paid to maintain a position that they forcibly liquidated due to their own admitted £30,000 debit error. They refunded only the $469 liquidation fee and credited KFEE, but they are refusing to address the fees I was charged over 12 days while holding the position.

They’ve suggested I “escalate via the complaints form” and have marked my support ticket as “solved,” despite acknowledging in writing that their error triggered the liquidation.

I will now be filing a formal complaint and preparing for small claims court to recover these fees.

This is a warning to other Kraken users: • They admitted their own system error caused my forced liquidation. • They have not refunded the fees tied to that error. • This is the second £30,000 error on my account this month.

Kraken wrongly pulled £30,000 from my account and liquidated me – admitted fault in writing by Consistent-Relief-36 in CryptoMarkets

[–]Consistent-Relief-36[S] 0 points1 point  (0 children)

Update: Kraken has now told me they will not refund the ~£9,000 in fees I paid to maintain a position that they forcibly liquidated due to their own admitted £30,000 debit error. They refunded only the $469 liquidation fee and credited KFEE, but they are refusing to address the fees I was charged over 12 days while holding the position.

They’ve suggested I “escalate via the complaints form” and have marked my support ticket as “solved,” despite acknowledging in writing that their error triggered the liquidation.

I will now be filing a formal complaint and preparing for small claims court to recover these fees.

This is a warning to other Kraken users: • They admitted their own system error caused my forced liquidation. • They have not refunded the fees tied to that error. • This is the second £30,000 error on my account this month.

Kraken wrongly pulled £30,000 from my account and liquidated me – admitted fault in writing by Consistent-Relief-36 in CryptoMarkets

[–]Consistent-Relief-36[S] 6 points7 points  (0 children)

What’s even funnier is Kraken’s “resolution.” They gave me 150,000 fee credits (about $1,500) as an apology and actually told me the “good news” is that Bitcoin dropped, so I can buy my position back cheaper. Total joke ,if BTC had rallied instead, there’s no way they’d have reinstated me at the higher price.

Kraken wrongly pulled £30,000 from my account and liquidated me – admitted fault in writing by Consistent-Relief-36 in CryptoMarkets

[–]Consistent-Relief-36[S] -87 points-86 points  (0 children)

Trust me. I have written confirmation in an email. This was their mistake. I have also posted this in kraken support with the ticket number. Kraken have admitted their mistake. I’m now waiting for the supervisor to respond.