Update: After posting here and on another forum, and using twitter, I got a result today. Probably not a coincidence. Kraken support stated that Crypto Capital confirmed the payment had never even been sent. Conclusion: Crypto Capital are definitely having some major problems operating their service, so seriously avoid them. Anyway Kraken managed to get the 'payment' cancelled and put the 12,000 euro funds back into my Kraken account. Kraken not to blame, though I had to get fairly persuasive and public to get this resolved. Crypto Capital really have been telling pork pies - do not touch them, it is too stressful! Thank you guys for your feedback.