Quote from: Cryptotreasury on February 08, 2018, 12:33:33 PM

ENTERING DAY 110!

PLEASE NOTE KRAKEN SUPPORT IS NOT RESPONDING TO LETTERS FROM MY LEGAL COUNCIL. IF THIS IS THE CASE FOR ANYONE ELSE PLEASE GET IN TOUCH!

CASE: 759020

Whilst considerable work has been done to move my particularly complex situation forward I am now met with silence. I used to get correspondence daily and generally I have been impressed regarding the response time of "Kraken's nightmare support" over the past few months. Up until now.

I understand that Kraken Support is stretched but resolving my withdrawal issue, which has now been on hold for a week, is extremely easy and would take very little time to address. Solution: do what Bittrex does and start bottlenecking new accounts if you can't handle the heat.

I AM UNABLE TO PUT MY ASSETS IN COLD STORAGE OR CASH OUT AND I AM CONSISTENTLY REMINDED OF MT GOX. (I don't care how close Kraken was in the reimbursement strategy).

After lifting the withdrawal and deposit embargo I am left with withdrawals on hold until support can "make sure it goes through correctly". I am now waiting a week for someone to review this and let's not go into last week's market crunch, I thank Superman for the rebound. So do you guys I suppose. Unless this procedure requires a UN delegation rather an a couple of clicks on a drop down menu I challenge you KRAKEN SEPTIMUS to be a hero and put this case to bed so I can throw a party!

TICKET ESCALATION: DONE
AM I HAVING NICE DAY? : YES I GENERALLY DO, BUT THERE IS A BIG CLOUD RAINING OVER ME CALLED INACTION FROM KRAKEN SUPPORT.

Hi Cryptotreasury. I can see that your ticket has already been escalated, so one of our teammates will be with you as soon as possible. It looks like there's a backlog in this particular queue which is why you're seeing longer wait times. I'm sorry for the inconvenience.

Quote from: Pimpmycoin on February 09, 2018, 06:24:07 PM

Quote from: ju34400 on February 09, 2018, 05:56:00 PM

withdraw are again unavailable
seriously why did a maj of several days for fix only half of your famous issues?

same here, deposit and withdrawal service unavailable

Hi ju34400 & Pimpmycoin. This issue has been resolved by our development team. Thanks for bringing it to our attention. If there are any other issues or if these issues persist, please let us know.

Quote from: jondigo on February 09, 2018, 07:00:35 PM

Well guys, I'm glad I'm not alone...

Received confirmation of Level 4 status, and first thing I see is that the Deposit/Withdraw services are unavailable.

Plus, website is kinda slow. I did not trade on Kraken so far, but I wonder why they went down to do all the upgrades if they are still overloaded?

1. They should shut down new applications entirely until their Support is up to date and reply within 48 hours max. This is internet business. 48 hours is reasonable but still long for online businesses.

2. Same goes for Deposit/Withdrawals. When it comes to money, people have emotions and flood the support team with unnecessary tickets.

3. Fix the scale issues. That means a bug free & lightning fast web and trading platform. Routinely do weekly upgrades with short down times.

I do understand exchanges want to grab as many customers as possible, but history tells these customers will leave ship at some point when better structured exchanges will pop up, and will not come back.

This is not like traditional banking when you seem "stuck" with your porfolio/loans at a specific bank and prefer to stay over crossing the street as it's complicated to do.

Hope the (3) points I pointed out will be considered by Kraken, in their best interests for the medium / long term.

Hi jondigo. We haven't heard many complaints about the website being slow or connectivity issues since the upgrade in early January. Could you elaborate on that for us? Every queue has a different wait time. Some are still backlogged at this point and our teams are working hard to solve the backlog of tickets as efficiently as possible to get clients answers as quickly as possible.

If you're having an issue with a deposit or withdrawal the best thing to do is to open a ticket here and escalate that ticket using this form.

We have upgraded our trading engine in early January and it's been so much better than before. Trades go through normally again. If you have any specific bugs that you're seeing please let us know.

The idea usually is to have as little downtime as possible. This is difficult on a 24/7 exchange but we usually handle it quite well. Our major upgrade to the trading engine had an elusive bug that caused major delays. This shouldn't be the norm in the future.

If you have any other suggestions please let us know! We're always looking for feedback on what's working and what's not. If there's any other way that we can improve your time on Kraken just let us know.