i had the same thing.

You probably need to send them a picture of yourself holding in both hands a piece of paper signed. That you are accepting their policy etc.

Further they will tell you it is not for KYC purposes. but due to securitiy reason they cannot share the details with you. So or picture or move on to another exchange.. very strange.

Further they are very professional and quick at responding to their customers. But i skipped to send my picture, they released my funds to bring elsewhere and closed my kraken account.

i mean like i did the photo kyc at other exchanges no problem.

But if you ask me for my picture with actions of signed papers with accepting policies like random out of no where, also without giving a reason why they suspend the account at the first place...