Quote from: sp_skeptic on October 11, 2017, 01:24:29 PM

I'm putting this in a separate post because I am writing now in my private capacity as a Kraken customer.

I got myself verified at tier 4 and, naively, assumed that all would be smooth sailing. Until I discovered that fiat withdrawals didn't work. Tried that on Sept. 1 and the wire transfer failed without explanation. Submitted a ticket, have lost track of escalations etc. Finally on Oct 4 I received a reply that my documents have been reviewed and withdrawals should now work.

Apparently there is a whole extra layer of verifications that one has to go through after one is approved at tier 4 if one wants to actually withdraw cash, which is the reason I chose Kraken in the first place. Don't you think that it is a little disingenuous to tell someone he's approved at tier 4 and can withdraw $500,000/month and not tell him that, well, actually, he can't expect withdrawals to work?

Yes, in some cases there can be further verification steps and some of our payment providers have limits on cash funding that are different from our own limits. I think this mainly applies to cash funding for US clients at this time. We need to be better about communicating this upfront - I think someone was working on this so I'll check and see why it hasn't been done yet.

Quote from: sp_skeptic on October 11, 2017, 01:24:29 PM

Don't you think that Kraken should notice that it should be working but isn't? Why is it necessary to even submit a ticket in this case - shouldn't Kraken notice that their tier 4 customer is having problems and start working on the problem on its own?

Oh, and in the middle of all this my login stops working with no explanation from Kraken. Had to open a ticket, resubmit all my identifying information and wait a week. Then I get a message that it's working again with the same password.Why didn't Kraken take the initiative and notify me that there was some problem? If my account was re-enabled with the same password Kraken couldn't have thought my account had been compromised. Why did this happen at all?

Without a ticket number I can't know what the login issue was. We don't have a system that alerts us when clients are having problems with funding or login, so in most cases you need to open a ticket and let us know. An alert system would be nice to have and we will consider putting a project like that in the development pipeline. I'm not sure how easy or difficult it would be to implement though.

Quote from: sp_skeptic on October 11, 2017, 01:24:29 PM

Maybe fiat withdrawals are working for me now. I will never know. I have converted my cash account balance to Bitcoin and sent it to an exchange that actually works. At least crypto withdrawals are working, thank you very much.

This thread is a litany of horror stories from Kraken customers and empty promises from Kraken. It is only a matter of time until someone starts a thread on the main bitcoin forum entitled "Kraken: it's deja vu all over again" or "Post your Kraken horror story here" or "Poll: has anyone actually succeeded in getting money out of Kraken".

I'm sorry you did not have a good experience with Kraken. I'll ask one of our support agents to check the status of your account for fiat withdrawals and get back to you. Yes, there are many complaints here and we listen to all of them and are working to improve things. Keep in mind, though, that clients generally only come here to report the bad experiences and not the good ones and the majority of our clients do not have these issues.