Kraken is actually not behind claims.mtgox.com - the MtGox trustee is behind that site. We have been told that they are having some email delivery problems. You should check your spam folder though if you haven't already.

Did you initiate your claim through kraken.com? If so, I recommend that you submit a request at support.kraken.com so our support team can assist you. We may not be able to solve email difficulty right away, but we can work with the trustee on behalf of our clients to find a solution. If you didn't initiate with Kraken, you can still do this by creating an account with us and starting the claims process over again on our site (and if you still don't get the email then we can help you).

I'm not sure what kind of support you can get from the trustee site (which is why we consider our support to be an advantage of doing the claim with Kraken). On the claims site you find the following:



Basically what they seem to be saying is, "If you have a problem, just file an offline paper claim."