Quote from: stereotype on January 25, 2017, 08:44:50 AM

Quote from: Dargo on January 24, 2017, 10:54:04 PM

Quote from: stereotype on January 24, 2017, 05:23:35 PM

Quote from: Dargo on January 24, 2017, 10:35:45 AM

Quote from: stereotype on January 24, 2017, 09:22:48 AM

Quote from: Bimbleminer on January 24, 2017, 04:29:00 AM

Has anyone had a response recently from Kraken support as I've been waiting more than a fortnight to get a simple money transfer completed.

So currently my deposit is being withheld for no apparent reason and this level of support is unacceptable.

I'll PM the moderator and hopefully get a more positive response.

Two weeks also here, waiting for a response to my issue. Ive given up on Kraken. So many issues lately. The latest one, are orders that dont execute. Ive had 4 orders out of the last 100 or so, just sit there pending, when the market price has moved through the price of my order/s. Cost me a few hundred Euros, on one order, as the market moved abruptly, i watched for 2 mins waiting for it to execute. It didnt, so i had to cancel, and market buy my way out of the trade.

Horrible place to trade, lately, and the above issue now makes it dangerous. Wake up Jesse. People getting sick here, on the High Seas of Success. (that slogan makes me want to puke).

I asked you on the 17th to PM me your ticket number, but didn't hear from you. The most expedient way to escalate your ticket at this point would be to just post your ticket number here in the thread since I've asked support to watch out for it. You can PM me the ticket number, but I won't be able to check my private messages for about 6 hours or so.

We did have an issue with some orders no executing during a period of extremely heavy trade volume. We are currently working to isolate the cause and fix it.

Yes, you did Drago. And i appreciate your efforts. But we are now talking about several issues, that are fundamental to a safe and acceptable place to exchange value, at all times. Also, the act of not replying to peoples support tickets, is obviously another fundamental no no. There doesnt seem to be any point in playing 'ticket' games anymore, with so much going on.

The good news, is that you have posted update info that will hopefully deal with the technical issues.......ETA?

It's not "ticket games," just a way to get your ticket escalated and addressed. But of course tickets should get fast response without having to do this. Our ticket volume suddenly exploded and support is still working from a long backlog. We've hired more support agents, but won't see their impact for a while yet until they're fully trained. I don't have an ETA on fixing the technical issue. It's very difficult to reproduce, only appearing sometimes under extreme trade volume, making it hard to reproduce, diagnose, and fix.

From my (and others here) experience, you dont get to tell me what your ticket system is, or isnt. Its obviously very very broke, and pointless to use. I dont want to be escalated above any other ticket. I just want things to work as expected. Jesse needs a rocket up his arse, to let things slide this much.

I simply disagreed with your "ticket games" characterization, which I certainly have the right to do. If people ask for help with their tickets in this thread, I'm going to help them and it's not a game. Our ticket system isn't pointless to use either - our support team helps hundreds of clients every day. Yes, support has problems and there's a backlog with unacceptable delays, but support isn't completely broken. The time it's taking to respond to your ticket may not be representative, because we prioritize tickets. Your ticket may have been prioritized incorrectly, but I can't know without getting the ticket number. If you're interested in helping us improve the ticket system, it would be helpful to give me the ticket number so I can take a look and see why it hasn't had a response yet.

Quote from: stereotype on January 25, 2017, 08:44:50 AM

Probably hard to reproduce, because you think it has something to do with "extreme trade volume". I watched 2 of my trades not execute for 2 mins.......no volume of any significance whatsoever. I done it on purpose (if there was volume, i would have closed @market, to protect my backside), to see if it was just delayed. It was not. It conclusively failed to execute.....with very 'normal' volume in play. So with that in mind, why are you using this "volume" excuse anyway? Did those orders you are currently investigating eventually trigger?? Also, "volume" is relative. Whats your idea of high volume? Surely your trading engine decides throughput......your ancient, slow, 1990's, shitty pseudo auto/manual refresh, not-fit-for-purpose, trading backend............ETA for new?

So far as I know the issue has only appeared during times when the trade engine is under heavy load. If you experienced the issue when volume was more normal then it would be good to know exactly when it happened (again it would be helpful to see your ticket if it includes that info). Our developers are of course investigating many possibilities in trying to reproduce and diagnose the problem, not just assuming it's caused by heavy volume. Heavy volume couldn't be the full story anyway, because it doesn't always occur under heavy volume and doesn't affect everyone when it does happen. The orders never execute because they effectively get cancelled (though they don't show as being cancelled in your account). As I said before, a new UI will come before a new trade engine, but I don't have an ETA for either at this time.