Terrible verification process and customer support
Very disappointing experience with Kraken Pro. The identity verification process simply does not work for me. Every time I click “Verify your identity,” the page loads and then sends me straight back to the same screen with no error message and no explanation.
Because verification is stuck, I also can’t properly use deposit features. I contacted customer support and have now been waiting for 4 days without getting the issue resolved.
For a company as large and established as Kraken, I expected a much more reliable website/app and significantly better customer support. A basic verification process should not be stuck in an endless loop, and customers should not have to wait days just to get help with an account issue.
Kraken really needs to improve both its verification system and its support response times.
Because verification is stuck, I also can’t properly use deposit features. I contacted customer support and have now been waiting for 4 days without getting the issue resolved.
For a company as large and established as Kraken, I expected a much more reliable website/app and significantly better customer support. A basic verification process should not be stuck in an endless loop, and customers should not have to wait days just to get help with an account issue.
Kraken really needs to improve both its verification system and its support response times.
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Response from developer
Thank you for sharing your experience. That definitely isn't the verification experience we want you to have. We'd like to take a closer look at what's causing the verification loop. Please reach out to us through one of our official social media channels with your Public Account ID or support ticket number, and we'll be happy to further assist you 🐙
Watch for rollover fees
Kraken pro doesn't show the rollover fees and occurred $3000 of fees on a trade open for two days.
Security concerns
Hard to speak to support. There’s no visible email, or phone number. All you get is a stupid useless bot. They kept restricting my accounts without giving me any information on how to speed up the verification process. They send this restriction notice from a no reply email so you can’t even reply to it and they just tell you to wait for a response. I had to wait like 2 weeks and still had no reply when I created my first account. I thought maybe it was better to start over so I created a second account and it was the same issues. I passed the verifications but then they put restrictions on my account for no reason and they won’t even tell you why. SO GLAD I DIDNT INVEST MY MONEY HERE, imagine them restricting withdrawals and not being able to receive support. You’ll be at the mercy of whenever they want to contact you, which in my case it never happened so I AM HAPPY TO USE ANOTHER PLATFORM. I also asked them to delete my personal data but their system won’t even allow it so if you keep my personal data, I’ll report you to the ICO. AVOID THIS PLATFORM.
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My Experience with Kraken – 12+ Days of Frozen Funds, No Transparency, and No Real Support
I decided to try Kraken because of its reputation. I completed full KYC verification, deposited funds, and everything initially seemed fine.
To make sure withdrawals worked, I first withdrew a small amount of cryptocurrency to my wallet. The transaction was successful, so naturally I assumed everything was working correctly.
Later, I needed to withdraw a larger amount of the same cryptocurrency to the exact same wallet address because I needed the funds for margin trading on another exchange.
This time, however, the withdrawal was suddenly placed “On Hold.”
I received an email saying that the withdrawal required manual review and that it could take up to 5 days.
I waited.
* 1 hour.
* Several hours.
* 1 day.
* 5 days.
* 10 days.
* 12 days.
Nothing happened.
The worst part was that I couldn’t even contact a live support agent. My support tickets received no meaningful response, and I had no way to find out why my verified account and withdrawal had suddenly been blocked.
I was willing to provide any additional documents or information if necessary, but nobody asked for anything.
After nearly two weeks, I started searching Reddit for ways to contact Kraken because the normal support channels were getting me nowhere. Other users suggested posting publicly or contacting Kraken on X (Twitter), which is honestly not what anyone expects after trusting an exchange with their money.
After contacting them on X, I was simply told they would “look into my ticket.”
The next day, I received an email informing me that my account would be closed.
No meaningful explanation was provided.
Instead, I was instructed to:
* convert my crypto into EUR,
* withdraw it to a bank account,
* and stop using the platform.
My fee tier was also reset, meaning I had to pay additional trading fees just to comply with their instructions.
After accepting the exchange-rate loss and paying extra trading fees, I attempted the required withdrawal…
…and that withdrawal was placed “On Hold” as well.
At that point, I genuinely couldn’t believe what was happening.
This has been, by far, the worst customer support experience I’ve ever had with a cryptocurrency exchange.
I’m not claiming that every user will have this experience, but this was mine:
* Verified account.
* Successful test withdrawal.
* Larger withdrawal frozen.
* More than 12 days waiting.
* No meaningful communication.
* Account closed without a clear explanation.
* Forced currency conversion.
* Extra fees.
* Another withdrawal frozen.
If you’re considering keeping significant funds on Kraken, I strongly recommend testing every important function before trusting the platform with money you may need urgently.
Hopefully, nobody else has to go through what I experienced
To make sure withdrawals worked, I first withdrew a small amount of cryptocurrency to my wallet. The transaction was successful, so naturally I assumed everything was working correctly.
Later, I needed to withdraw a larger amount of the same cryptocurrency to the exact same wallet address because I needed the funds for margin trading on another exchange.
This time, however, the withdrawal was suddenly placed “On Hold.”
I received an email saying that the withdrawal required manual review and that it could take up to 5 days.
I waited.
* 1 hour.
* Several hours.
* 1 day.
* 5 days.
* 10 days.
* 12 days.
Nothing happened.
The worst part was that I couldn’t even contact a live support agent. My support tickets received no meaningful response, and I had no way to find out why my verified account and withdrawal had suddenly been blocked.
I was willing to provide any additional documents or information if necessary, but nobody asked for anything.
After nearly two weeks, I started searching Reddit for ways to contact Kraken because the normal support channels were getting me nowhere. Other users suggested posting publicly or contacting Kraken on X (Twitter), which is honestly not what anyone expects after trusting an exchange with their money.
After contacting them on X, I was simply told they would “look into my ticket.”
The next day, I received an email informing me that my account would be closed.
No meaningful explanation was provided.
Instead, I was instructed to:
* convert my crypto into EUR,
* withdraw it to a bank account,
* and stop using the platform.
My fee tier was also reset, meaning I had to pay additional trading fees just to comply with their instructions.
After accepting the exchange-rate loss and paying extra trading fees, I attempted the required withdrawal…
…and that withdrawal was placed “On Hold” as well.
At that point, I genuinely couldn’t believe what was happening.
This has been, by far, the worst customer support experience I’ve ever had with a cryptocurrency exchange.
I’m not claiming that every user will have this experience, but this was mine:
* Verified account.
* Successful test withdrawal.
* Larger withdrawal frozen.
* More than 12 days waiting.
* No meaningful communication.
* Account closed without a clear explanation.
* Forced currency conversion.
* Extra fees.
* Another withdrawal frozen.
If you’re considering keeping significant funds on Kraken, I strongly recommend testing every important function before trusting the platform with money you may need urgently.
Hopefully, nobody else has to go through what I experienced
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Response from developer
Hi 👋 We're sorry to hear about your experience and understand how frustrating this situation must be. We'd like the opportunity to review your case. Please contact us through our official support channels and share your Public Account ID or ticket number so we can take a closer look: https://support.kraken.com/articles/201351886 🐙
Please FIX URGENT
There’s no way to out in a stop loss now on the app, please fix this, your stupid AI assistant doesn’t understand and won’t transfer me to a real agent. No way to enter a stop loss now, only market and limit.
Excelente corretora, quero obter muitos pontos Ink.
Bom trabalho, aumentar a quantidade de criptos do futuros.
Response from developer
Muito obrigado pelas 5 estrelas! Ficamos felizes que esteja gostando da experiência. Também agradecemos a sugestão de ampliar a oferta de criptomoedas para Futuros. Vamos compartilhá-la com a equipe responsável. Obrigado pelo apoio! 🌟🐙
All these reviews seem fake if you want the truth scroll to the bottom
Horrible do not use rob the poor is what they’re known for but you’ll see 10 the one you are probably only read this after they already took advantage of you with all the fake reviews at the top and the real warnings at the bottom seems like they even pay the Apple Store you probably won’t even see this, but I’m posting it on social media to expose this probably make a YouTube video on it soon
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Revert update
If this doesn’t get fixed with the lag issue and super annoying now you can’t look at chart with indicators and buy and sell you have to click back and forth. I watch market order my orders times and chart and I have to click back forth all the time plus the removal on buy and sell *1 *5 * 10 +\- is lame. This is such a garbage layout now. If you can modify it I would like it but stick with what you have on 2 pages. Simple mode and advance mode I know about and it’s garbage. Will be leaving kraken if not fixed
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产品策略跟币安和OKX差了10个gate
用户都是持有USDT和USDC，双币理财你搞什么USD，让用户增加用户成本来使用你的服务吗
New update sucks
The update made my charts smaller and it takes more clicks to make a trade. Can’t edit a SL or TP orders. We should be able to hard press our orders and move them with ease right from the chart as well. The app only uses 1/3 of my screen as well on my iPad. Can’t see anything on my phone because everything is so compact into one tiny little screen. WORSE UPDATE EVER. THINKING ABOUT SWITCHING EXCHANGES BECAUSE OF THIS.
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Last update change to interface
Really enjoy the app, but the last update removed viewing positions and orders when view a graph if not on the order page. It also removed best bid and ask buttons when placing orders.. the order details that it showed also got hidden.. please undo those changes, it felt like going backwards. Now I have switch to the order page just to view open position, orders and balance. It was better when it was on the same screen. Please revise. You can do better. At least let us customize the panels that display.
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Not great
Frustratingly rarely shows portfolio so end up using website more often than app
An efficient and intuitive platform
I’m happy with Kraken Pro. Not only is the interface easy to navigate, but their customer support has been professional and understanding.
Mostly good
Ok but regularly will
not show portfolio value
not show portfolio value
Misleading & Hidden Charges
Beware of hidden or unexpected fees especially on margin.
Spend the hours reading every fee, charge etc before you make a trade.
Spend the hours reading every fee, charge etc before you make a trade.
Exceptional
I’ve used so many exchanges, but always and almost exclusively go back to Kraken. It feels like home.
Kraken Pro
Kraken Pro is the way to go. Wonderful platform to utilize.
Response from developer
Thanks so much! Glad Kraken Pro's working well for you. 🐙
Buena app
Muy práctica de usar
Best
Best Crypto Exchange in the world
nice dex
nice
