Sounds like the issue was related to user error, not mistake on Kraken's part.
What do you mean? No support answer for ten days, now the thing is still not resolved, and it is "customer error"?
If your friend went over the limit how is that an error on Krakens part? It's unfortunate that it happened during a large influx of new users but they failed to read the FAQs and now they will have to wait.