Complaints

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.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 cannot access my account with ********************** and for a week they are not fixing the problem. I tried countless times filed online requests because the phone assistance does not work. I waited 2 hr and they did not answer. I need to access my account and recuperate my money. Last I checked I had over $3000. I need them to respond and give me access.

  Business Response

  Date: 12/19/2024

  Dear ****,
  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience you encountered while trying to access your account and the frustration this caused.
  
  We understand how critical it is to have timely access to your funds, and we regret that the issue took longer than expected to resolve. After reviewing your case, we are pleased to confirm that you have since regained full access to your Kraken account. The issue was related to challenges in receiving emails, which has now been resolved.
  
  For security reasons, our phone support is unable to assist with account access-related issues, but our online support team remains dedicated to resolving such matters as quickly as possible. We appreciate your patience throughout this process and your understanding of the security measures in place to protect your account.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our support team. We value your trust and are committed to ensuring your experience with Kraken is both secure and seamless moving forward.
  
  Thank you for choosing Kraken.
  
  Best regards,
  Kraken Support

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  There is still a $1500 pending charge in my debit card for a transaction Kraken claimed was declined and not taken from me. I have been stuck not able to use my own funds due to this dilemma. The *** I spoke to said the charge should have dropped off by now since it hasnt posted and isnt supposed to post but there has been no update. I really need access to my money and this is not a safe way to operate. Customers should be able to trust your platform.

  Business Response

  Date: 12/19/2024

  Hi Kalena,
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience or frustration this situation may have caused.
  
  We understand how important it is to have immediate access to your funds, and we regret that the pending charge created difficulty for you. Please be assured that our team thoroughly reviewed the situation and took the necessary steps to resolve it.
  
  Were happy to confirm that the issue has since been resolved, and your account is now fully operational. If you have any further questions or need additional assistance, our support team is here to help and ensure your experience with our platform meets your expectations moving forward.
  
  Thank you for your patience and for choosing [Company Name]. We value your trust and remain committed to providing a safe and reliable service.
  
  Best regards,
  Kraken Support

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********-pacanas

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 was told I could withdraw my **** tokens from Binance to Kraken by my brother. He had done the same thing he said. Without question, I transferred the **** crypto coins (totalling about ****** in USD) I didn't read that Kraken did not support the binance network. I contacted support and talked to 3 support technicians. They wouldn't even look into my case to reverse the transaction back to my ********** account. The last gentleman named ***** mentioned that I could get my crypto back if Kraken starts to support their network for transfer, just not at this time. That tells you that they DO have access to the wallet ( owned by Kraken), which the **** coins were sent to. Their argument is that anything sent over to Kraken by binance will be lost, but that it will be available in the future if they start supporting deposits or transfers from Binance. So the coins were NOT LOST, they are in a wallet owned by Kraken and they have failed to reverse the transaction to Binance. That is theft and I am filing for a complaint online today, to help others avoid this mistake. I simply want an account reversal and no one seems to care over at Kraken. I have spoken to Binance and they consistently tell me that Kraken will have to reverse the transaction at the address of the wallet KRAKEN owns. All I need is a reversal and a transaction ID for the reversal. Nothing complicated. My crypto is just sitting there and no one cares enough to reverse it back to my original account with Binance. This is a very shady practice and they consistently lied to me about not being able to reverse the transaction to my original account. Again, they said that they'd be able to revese my transaction LATER, IF they start supporting Binance. That tells you everything you need to know, my funds are on their network and they don't bother to reverse them to me. Nobody has done anything to fix this for me. Please help.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 was told I could withdraw my **** tokens from Binance to Kraken by my brother. He had done the same thing he said. Without question, I transferred the **** crypto coins (totalling about ****** in USD) I didn't read that Kraken did not support the binance network. I contacted support and talked to 3 support technicians. They wouldn't even look into my case to reverse the transaction back to my ********** account. The last gentleman named ***** mentioned that I could get my crypto back if Kraken starts to support their network for transfer, just not at this time. That tells you that they DO have access to the wallet ( owned by Kraken), which the **** coins were sent to. Their argument is that anything sent over to Kraken by binance will be lost, but that it will be available in the future if they start supporting deposits or transfers from Binance. So the coins were NOT LOST, they are in a wallet owned by Kraken and they have failed to reverse the transaction to Binance. That is theft and I am filing for a complaint online today, to help others avoid this mistake. I simply want an account reversal and no one seems to care over at Kraken. I have spoken to Binance and they consistently tell me that Kraken will have to reverse the transaction at the address of the wallet KRAKEN owns. All I need is a reversal and a transaction ID for the reversal. Nothing complicated. My crypto is just sitting there and no one cares enough to reverse it back to my original account with Binance. This is a very shady practice and they consistently lied to me about not being able to reverse the transaction to my original account. Again, they said that they'd be able to revese my transaction LATER, IF they start supporting Binance. That tells you everything you need to know, my funds are on their network and they don't bother to reverse them to me. Nobody has done anything to fix this for me. Please help.

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On November 30, 2024, I attempted to withdraw the Bitcoin that I had purchased through Kraken. Less than 2 days later they decided to close my account and refuse to disclose the reason why. They have repeatedly refused to refund me the fees they charged for that withdrawal. I do believe that I should get a refund for those fees since I paid them in good faith and they have refused to perform service for which I paid them. They did return the Bitcoin to my portfolio but I was forced to sell it instead of withdrawing it to the Bitcoin address I chose and that was a cost of $19.06.

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 purchased crypto on the kraken app, went to sell it and withdraw but keep receiving error message, even tried to withdraw the crypto to external wallet and same error, wont let me withdraw usd dollar either so my money is stuck, tried emailing support but no communication back, called the number and they told me email support again, waited almost a week and heard nothing again, called again and no one answered so I have sent multiple emails and no support whatsoever

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was on the phone with Kracken support. They helped me add a debit card to my account. While on the phone with them, I used the debit card for a $500 instance purchase. The money was withdrawn from my checking account but I never got any bitcoin credited into my Kracken account for the $500 they took. I have called them twice and all they is they have escalated the issue. They never tell me when someone will get to me. Its like they stole $500 from me.

  Business Response

  Date: 12/26/2024

  Dear Amrit,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and confusion caused by this situation.
  
  As previously explained, the $500 transaction in question was not successfully completed on our end. The status of the payment was marked as refused by your card issuer, and Kraken did not claim or receive the funds. When a transaction is declined in this manner, the funds are held temporarily by your card issuer as an authorization hold, which is a standard practice. We understand how frustrating it can be to wait for those funds to be released back to your account.
  
  Ultimately, it is your card issuers responsibility to cancel the authorization hold and return the funds to you. If this has not yet been resolved, we strongly recommend speaking with a senior representative at your bank, as they may be better equipped to assist with this process.
  
  From our records, we see that you have successfully transacted with us multiple times since the date of the failed purchase, which suggests that your card issuer has since released the $500 authorization hold. If this is not the case, please let us know immediately, and we will be happy to provide any supporting documentation to help you escalate the matter with your financial institution.
  
  Finally, regarding your concern that we stole $500 from you, we assure you that Kraken operates with full transparency and integrity. We do not have the ability to withhold funds for transactions that were not completed or authorized on our end. Our team is committed to resolving customer issues promptly and fairly, and we are always here to support you.
  
  Should you have any further questions or require additional assistance, please do not hesitate to reach out to us.
  
  Thank you for your understanding.
  
  Best,
  Kraken Support

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 12/3, my Kraken account, which had over $2,000 in it, failed to let me log in. It said my account was "closed" and I should contact support. I emailed and called numerous times, only to be told that they cannot do anything for me and I should "watch for an email" from them. This is theft and I want my money back.

  Business Response

  Date: 12/26/2024

  Dear ****,
  
  Thank you for reaching out and sharing your concerns regarding your Kraken account. We understand how frustrating this situation must be and want to assist you in resolving it.
  
  As noted in our previous communication, the email address you have been using to contact us is not the one associated with your Kraken account. For security and privacy reasons, we can only discuss account-specific details through the email address linked to your account. Our records indicate that the associated email address is epsc*****z@g***l.c*m.
  
  If you still have access to that email address, please log in and reply to our prior message sent on December 6th, referencing ticket #********. If you no longer have access to this email, please let us know, and we will guide you through the recovery process to verify your identity and regain access.
  
  If this matter has since been resolved, please inform us so we can close the case on our end. Should you have any additional questions or need further assistance, do not hesitate to reach out to us directly.
  
  Thank you for your understanding.
  
  Best,
  Kraken Support

• Initial Complaint

  Date:11/28/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  In 2023 i purchased $300 of xrp from Kraken. In Oct. 2024 i attempted to withdraw the xrp, & have it transferred to a Xaman Wallet. When i was unable to withdraw, i contacted Kraken support via chat, & was told he would have to elevate my issue. I then received a response from on high telling me that I had committed a serious infraction. They could not divulge what that was (a clue!), & my account would be shut down! I immediately logged into my Kraken account, & was able to withdraw my xrp & send it to Xaman. I even received an acknowledgment from Kraken that my xrp was on its way to Xaman!Needless to say, the xrp was never received by Xaman. I exchanged heated emails w/Kraken support. I feel like i have been scammed by Kraken. It amazes me that they would go through all that trouble for a mere $300 investment. Perhaps they ***** purchased xrp for me to begin with?

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 took money out of my account and refused to communicate with me. I opened a Kraken account to invest in crypto and transferred money into it. I was purchasing some hardware overseas using some crypto. I first did a test with a small amount and that sent fine. I then sent a larger amount to the same recipient for the purchase. My Kraken account showed the crypto was taken out but the recipient did not receive it. This made me very afraid as this was my first crypto transaction ever! I kept checking my Kraken account and the crypto was gone but the recipient had not received it. I confirmed this other external ways so I knew Kraken had not actually sent the crypto. Kraken held up transaction and refused to communicate with me even simple status. I called multiple times, tried Chat and sent many emails to them asking for status and they just went silent and would not return any communication. I sent email over the next two days begging for simple status but got nothing. Finally, they wrote a single email stating that they will be closing my account and will be banning me from ever opening another one. They stated that "for security reasons, we can't tell you why we are taking this action". In summary, they mess up a transaction, take my money, refuse to communicate with me, and now are forcing me to sell off the crypto and close the account, AND banning me for life! In those few days, I incurred $395 in fees buying the crypto and then being forced to sell it off to close the account, which they have not returned. I've tried to resolve this by phone and email and even waited today on the phone for over an hour and was then cut off. Since they refuse to communicate, I have zero confidence that they will actually even give me my account money back or all the fees incurred. I've never encountered a financial institution that would act so rashly and irresponsibly. It feels like I'm dealing with a third world bank. (BTW, the Kraken ticket is #********)

  Business Response

  Date: 12/05/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. At Kraken, we take the security of our platform and the satisfaction of our clients very seriously. We understand your frustration and would like to address your concerns as thoroughly as possible.
  
  Upon reviewing your case, we can confirm that Kraken successfully processed the cryptocurrency withdrawal according to the instructions provided. Once a transaction is completed on our platform and recorded on the blockchain, the funds are effectively sent to the recipients address. Any claims that the funds were not received should be carefully reviewed, as we have seen instances where recipients provide inaccurate or misleading information regarding the receipt of funds.
  
  Please note that once cryptocurrency leaves Krakens platform, we are unable to verify or recover the funds. Responsibility for verifying the recipients reliability and the accuracy of their information lies with the client. We strongly recommend caution when sending funds to unfamiliar parties and encourage users to conduct thorough due diligence before engaging in transactions.
  
  Regarding the closure of your Kraken account, this decision was made following a thorough internal review. Kraken may take such actions when prohibited activity or a significant risk of fraud is identified. While we are unable to disclose specific details due to security and regulatory requirements, these decisions are made to protect both our clients and the integrity of our platform.
  
  You were able to successfully withdraw your remaining funds, and as of now, the case has been resolved. With respect to the fees incurred while purchasing and selling cryptocurrency, Kraken does not refund fees related to services rendered, as outlined in our Terms of Service.
  
  We regret that your first cryptocurrency experience did not meet your expectations, and we appreciate the opportunity to provide clarity on the matter. Should you have further questions, please feel free to contact our support team.
  
  Thank you for your understanding.
  
  Kind regards,
  Kraken Support