In the interests of transparency as noted by another user I feel I should bring to the community's attention my experience with Kraken so far.
I have been awaiting a SEPA withdrawal for 2 months and despite continued (if ad hoc) contact with support I appear no closer to receiving it. This is my second SEPA withdrawal (the first actioned without incident) and I was told that the problem lay with me putting my bank's name rather than my own name on the transfer form. Fair enough, if that is indeed what I did. (although why the first SEPA made it through and this didn't I am not sure).
After a lengthy investigation, Fidor Bank confirmed that they had found the money and they would send it again. I am told that they sent it a few weeks ago but surprisingly it has not turned up, and now we are involved in another nebulous 'investigation'. I do not understand why Kraken appears to have such poor communication with their German bank that they are unable to resolve this issue within a satisfactory amount of time.
I will say; support is cordial but is often very slow to respond. I generally have a favourable opinion of Kraken however I think it serves us all to remember that all is not what it seems with this industry and exchanges (mt.Gox and Bitcoin 24 for example - both of which have burnt me in the past) aren't always as honest as they appear. I welcome any resolution from Kraken staff and hope this serves as food for thought for any prospective customers.
timbusan - If you'd like my assistance with this, please PM me your ticket number.
I think our communication with Fidor on delayed withdrawals at this point is pretty good, so if there's a problem with the process, I'm not sure it has to do with communication. If we have a delayed withdrawal case, we send Fidor the information they need to trace the payment, then the rest of the process is mostly up to them. We do everything we can to keep the process moving along, but it's a step that we don't have a lot of control over. I'm not saying this to distance us from the problem. An exchange is partly about partnerships and bank partnerships are the most important, so the service we offer has to do in part with the service our bank offers. We've been working together with our bank to improve payment tracing and we've made good progress. But we still have bad cases on both the deposit and withdrawal side that remain unsolved. The unsolved cases are a very small fraction of the total deposits and withdrawals that have been processed, but nonetheless we do have these failures and we are working to improve our record and get all cases solved.