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Business Profile

Financial Services

Kraken

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

Complaints

Customer Complaints Summary

  • 202 total complaints in the last 3 years.
  • 120 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/10/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Transaction Details Date of the first transaction: April 10, 2024 (approximately 12 months ago)Date of the second transaction: April 3, 2025 (approximately 1 week ago)Amount of money paid to the business:First transaction: *************** OHM tokens (valued at approximately $31,548.18)Second transaction: 590 WBERA tokens (valued at approximately $2,271.50)What the business committed to provide you:Kraken, as a cryptocurrency exchange, committed to credit your account with the equivalent value of the deposited tokens or the tokens themselves upon receipt of your cryptocurrency deposits.Nature of the dispute:I deposited two different cryptocurrency tokens to my Kraken account that were never credited:*************** OHM (Olympus) tokens sent over the Ethereum blockchain approximately 12 months ago, with a value of $31,548.18 ****************************************************************************************** 590 WBERA (Wrapped ****) tokens sent over the Berachain network approximately 1 week ago, with a value of $2,271.50 ****************************************************************************************** After the deposits, I discovered that Kraken does not support these specific tokens on their platform. Despite this, the exchange has an obligation to either return the funds or credit the equivalent value, as the tokens were sent to wallets under their control.Whether the business has tried to resolve the problem:Kraken customer service acknowledged receipt of my complaint and "escalated" the issue, but has failed to provide any resolution or meaningful updates in over 12 months for the first transaction and over a week for the second transaction. Despite multiple follow-up attempts, they have not offered a timeline for resolution, a refund, or any compensation for the lost funds.

  • Initial Complaint

    Date:03/23/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After my ************************** account was hacked, I found out that ************************** has history or leaking/breaching data. On March 12 2025, my Kraken account was hacked. The hacker had a full access, and sold all bitcoin ( as well as others) in the account, and transfer money by PLAID from my other bank to Kraken, after that he traded. That's when I found out my account was hacked.Right after I found out, I contacted Kraken and reported a fraud. I went through all instructions that support team making me going through, such as providing my extra photo ID, as well as reset all my machine. After that, they told me that they put my account in Restricted Status ( in trading/transfer), and proper team will review the matter ************* ( 03/23/2025), I just found out that they closed my ********** money was stolen by Hacker, also stolen by Kraken Ticket #******** ********************************** ************************** Phone **************

  • Initial Complaint

    Date:02/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a wire transfer to my kraken acct so I can invest into cryptocurrency and its been a month they have everything on hold for my acct they havent put my money in my account from my bank but its out of my bank Ive been trying to contact them to resolve and issue and nobody will help me or return my money to me. I need my money back I cant withdraw anything from the acct or get my last deposit in the acct

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I deposited $50 from my bank into the Kraken app, and the money has not shown up on my kraken account. The money shows on my banks end it has already been taken out. Kraken customer support refuses to help or find a resolution. They have stolen $50 from myself.

  • Initial Complaint

    Date:02/20/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, My RXP/Money went missing from the Kraken platform. I noticed when I checked my account my money was gone. Then anytime there are any transactions on their platform, you get notices of confirmation and completion. I got nothing from Kraken. I contacted them right away. I sent them the following email after three days. Then after a total of 11 days, they sent me the following email back-to-back six times. Telling me on the phone to get my $21,552.91 back, I needed to delete all my evidence of what Kraken had done, with them stating my account may have been compromised (HOWEVER, I TOOK SCREEN SHOTS OF ALL THE EVIDENCE). After that, I did what they said to have the police contact Kraken to find out about my money. I got a Police Report C2502060098, but the police stated they couldn't call Kraken. The email I sent to Kraken: Rev. ******* ********<************************************>Feb 1, 2025, 12:58PM to Kraken Ticket #********RE: ***** IC3, BETTER BUSINESS BUREAU, ETC, $21,552.91 Missing, Kraken Support 4 Days No ResponseFor four days, there has been no response from Kraken support since my $21,552.91 USD / RXP is no longer showing in my wallet on Kraken's Platform. With more than three phone calls within about an hour when I see my funds missing. There was no response to my emails or phone calls. Then there was no email corresponding to the transaction confirmed or completed by Kraken about my money. If my XRP isn't returned by Monday, February 3rd, I will start the attached process. With the *** special task force on cryptocurrency, and with all the attached power I have. I look forward to my RXP reappearing on the Kraken Platform. Then Kraken sent this: Please complete these steps to regain access to your account. Secure your devices. Scan all devices for malware. Remove all unofficial Kraken Apps from your mobile devices. If you did download suspicious apps or files to your device; back up any important data and reset all your devices to factory settings.

  • Initial Complaint

    Date:02/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Kraken has restricted my account, preventing me from selling my cryptocurrency for cash and withdrawing the funds. Although my account is fully verified, the restriction was placed following a transaction on February 16. Despite repeated inquiries, Kraken has only offered apologies and has not provided a clear solution or timeline for when the restriction will be lifted. Time is passing, and I am still unable to access my funds or proceed with the transaction. Kraken has assured me that the issue will be resolved once the transaction is confirmed, but the lack of concrete action or updates is causing significant delays

  • Initial Complaint

    Date:02/17/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had an account established with the cryptocurrency exchange, Kraken, for the past 4+ years. My account verification was completed successfully a long time ago. I was able to deposit, trade, buy and sell assets during all of this time. However, approximately 6 weeks ago, when I attempt to sell my assets, I get a message that "selling is disabled". I also found that withdrawal was disabled. I opened a ticket with their support and was told they would look into it and get back to me. I have now opened multiple tickets via chat, email, phone and I have never been given even one reason why my account trading is suspended. My account shows a status of "verified" and there shouldn't be an issue with my identity since I have had this account verified for 4 years. I believe that the exchange is a custodian of my funds (similar to a banking institution) and should be required to release my funds upon request or provide a legally justifiable explanation for refusal to release those funds.

  • Initial Complaint

    Date:02/13/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I downloaded their Kraken app and the only information I gave them was my email address and my phone number and somehow they knew my name, address and social security number! I've never done ANY business with them and I demand to know how they had this information. I contacted them 4 days ago they said they would contact me and have not. This is VERY SERIOUS!

  • Initial Complaint

    Date:02/10/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi So I got scammed for 1000cad by someone who convinced me to transfer money to this account. After a day i figured out and they said we can't do anything about it, they are clearly supporting frauds. They such reimburse the amount.

  • Initial Complaint

    Date:02/07/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, my name is ****** *****. I'm filing compliant against Kraken. I feel there stealing my money they have temporary suspended my account . I have deposit $375 dollars into my account. I have sent emails to Kraken and many phone calls. They say they would email with solution but have not replied with solution. I like to recieve refund of my deposit. Please email of what can we do about this situation. i have attach files of my deposit and suspension of my account

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