If you refer to the quoted email from Gil then this is a quite poor answer, and as said above, Gil's answer is an admission to market manipulation. Otherwise you might want to state the content of the answer to the ticket you refer to in general terms. We do not have insight in the dudes tickets. He promised to update us as soon as an useful answer from Kraken was received by him.
About your answer of having a look at the problem. Having a laugh right now. As this is the type of answer one usually gets from you, in our case since spring last year (2017). And since you haven't done anything about it since then, it is criminal negligence of the problem.
None the less. Next question, apart from trying to solve this issue. How are you going to compensate your users for this serious error? Again, to answer this question, you do not need to involve any user specific details.
Furthermore, the 2 questions from the previous post are in no way limited to the dudes ticket. These are very general questions on how you treat your own ToS, and how you can justify this type of market manipulation. So, we ca actually step away from the dudes ticket, and keep to the discussion of these general points, which might be interessting to every Kraken user.
Hi CryptoTeng. I'm talking with our trading experts and we'll let you know once we've completed the investigation. We'll get to the bottom of this but it will take some time. We'll be updating the ticket once the investigation is over and reporting back here without client details of course. Thank you for bringing this to our attention.
@Kraken-Septimus
i didn't noticed your answer about where are my funds ? and why are customers money being on hold for this long time without a reason ?
Ps. i escalate ticket at least once daily, no normal support answer, just that they will inform me once they will sort the things out, and wall of silence. (this was two weeks ago)
Hi Dellamarta. We have a specialized team to handle your particular issue and they'll be reaching out as soon as possible. Thank you for your patience.
Kraken,
I have escalated ticket # 1476544 (Jan 29th) via your form. My deposit of $25000 is on hold. Could you please light a fire to have my funds released? This is my 3rd deposit, and from the same bank as the previous two. You have a letter from my bank.
I appreciate your support and have a nice day.
Thank you
Hi dalkeith. I can see that your ticket has already been resolved. If you need anything else just let us know!
I'm not from SEPA zone countries.
That said, my bank do not charge transfer fee if I were to transfer to Fidor Bank AG (GER).
I have to bear the transfer fee if I were to transfer to SMBC (JPN).
Am I not allowed to transfer to Fidor Bank AG if I'm not from SEPA zone countries?
Can you all not help your customer to save some cost?
Hi alchmiya. SEPA transfers can only be sent from countries in the SEPA zone. Our banking partner SMBC accepts USD and EUR so you're welcome to deposit to them instead. There is a $10.00 deposit fee. Thanks for reaching out and please let us know if you have any other questions.
Hi,
My ticket 1004438 has not been dealt with since 9th of December.
I had a margin position open, and tried several times to close the position but your website was down for a WEEK!!. I requested the positions to be closed manually by someone on December 9th or I was at risk of losing my entire portfolio. You never replied, and I tried to trade in your platform hundreds of times without success.
I saw most of my funds to evaporate without a reply from your side if the position was closed and your website down.
I have escalated the ticket dozens of times. My ticket is one of the oldest I see in the chat witout being taken care.
Please do not reply with "I have escalated your ticket". I need an urgent reply or I would be forced to start legal actions, the money lost is worth the hassle.
Thanks!
Hi Victorvpc. Your ticket requires a specialized team to review it and unfortunately there is a large backlog at the moment. We're so sorry for the inconvenience. One of our agents will be with you as soon as possible.
