Quote from: shardymop on April 11, 2014, 03:53:33 PM

Quote from: btcx on September 09, 2013, 03:53:28 AM

Im happy to announce that today, after 4 months of public testing, Kraken is moving on from beta. Live trading is now open and available. I hope you enjoy the service.

Well 4 months after transferring almost $2.5k into my Kraken account, the balance still says zero. I have emailed many times via their support site and they do not reply. Eventually when I said I was going to relay my experience on bitcoin forums I received a swift response saying my money had been traced. Since then I have sent proof of which bank account the money came from and again poof of transfer via Azimo, but silence on their part again.
do not use Kraken if you wish to see your money again. It does not take 4 months to answer an email or acknowledge receipt of funds. These people are stealing money. Maybe they have a liquidity problem or maybe they hope some customers give up, and they keep the money and that's how they make their profit.
As I am based in UK and they are in USA, I've no idea which authority if any would have the power to look into this, or who they should be reported to.
Any advice on how to get my money back if possible would be much appreciated

shardymop - The funds have been credited to your account. It shouldn't take 4 months obviously and I'm trying to figure out why it took so long. The earliest ticket I can find for your issue is from March 28th. If that's the earliest ticket, then we couldn't have done anything about your deposit prior to receiving that ticket. Using Azimo means that your money follows this path:

Your bank --> Azimo --> The Currency Cloud (partner with Azimo) --> Barclays Bank --> Our bank

Unfortunately by the time your deposit reached us, none of your personal information that would allow us to link your deposit with your account survived. All we got from our bank was that it was a deposit from Barclays from an account under the name "The Currency Cloud." We really can't support payments through a processor like Azimo (except as a one-time thing if the customer didn't know and can prove the deposit originated from them) because they arrive on our end as third party deposits, which we generally don't accept. We require that the name on the bank account matches the name on the Kraken account.

You actually contacted us before you sent the deposit, asking if a deposit from Azimo would be OK. Unfortunately it took us 3 weeks to respond to that ticket, so I understand why you would go ahead and try it anyway. That was back in December though, when our support was in much worse shape than it is now.

I'm very sorry about the long delay in processing your deposit. But I want to emphasize for everyone that we can't take third party bank deposits. If you send us a third party deposit (i.e. any deposit where the name on the bank account doesn't match the name on your account), the deposit will almost certainly be held up. In many cases of these third party deposits, we can't even match the deposit with a Kraken account, so we don't know who to contact about it. This means you need to contact us right away to sort out the issue.