This is why it is an absolute must to never store bitcoins on such exchanges. Trade, sure, but storing coins long term (as in using them as a wallet) is just plain foolish. They hold the private keys and they won't give them to you which means they own the bitcoins on your wallet. So when the proverbial shit hits the fan situation happens, only one things is left to do: hope. Hope that they return YOUR coins.

I have an account with Kraken too and I used to love using it. They had same-day SEPA transactions which was something I really liked. I traded my coins, sent the money by SEPA to my account in Europe and it was there a few hours later.

I no longer use this exchange. Their support system is there but it is an extremely delayed system. I unsubscribed to my paid protonmail email account and could no longer access it, the same email address linked to my Kraken account. Kraken sends a verification code to the old email account before linking the new email account to a Kraken account. It took nearly 3 weeks to get a response to my ticket. And a further 2 weeks to escalate the ticket to their security team. More weeks passed and I was asked to resend passport selfies. It took ages to regain access to the account. Never using them again.