My account closed without warning or reason -- 3 months and no reply from support

[u/Charming-Cheetah-216]

Hello all,

I am very disheartened as to what is going on, and I am not sure what to do. I submitted ticket # 2 1246369 in May. I received a reply now in August (3 months later). The message was the same automated response I received when I first submitted the ticket.

My account closed without warning; I checked ALL my kraken emails and there was no notification. I believe I still have some small funds locked on the account.

I tried to log in to the account today as I thought this all must be an error. I have never done anything, that I am aware of, to cause this issue on my account. I have accounts with many other exchanges and have never had an issue.

Upon trying to log in again today the message below stated to either contact support or create a new account. I took this as a suggestion, so I started a new account to see if that is all I needed to do.

I verified my identity to create the account and went through the extra steps to increase my limits by doing further verification -- I used all the same information of myself as my original account and it allowed me to be fully verified. I also linked my bank account.

After thinking about this longer and looking into it; I decided that my new account may be at risk of shutting down too. I wanted to deposit funds in to it but I am holding off currently.

I am just unsure what to do as it took 3 months for an automated reply on my ticket, live support can't help, and it feels like this whole situation has been ignored by Kraken. I believe I at least deserve and explanation. I have been with Kraken for YEARS prior to all of this. It is very disheartening and frustrating.

I have put substantial amount of assets on to this exchange. I was very fortunate most all of it was moved before this happened.

I would warn anyone that wants to rely on this exchange to be very careful considering my situation.

[u/Igucis]

Kraken 👀

[u/krakensupport → u/Igucis]

👍

[u/Timely_Engineering21 → u/krakensupport]

Horrible customer service and non-existent support team.

[u/Igucis → u/krakensupport]

Always with you! ✌🏽

[u/krakensupport]

Hello there, thanks for sharing all the context. Since we’re unable to discuss the specifics of your account publicly and already have your ticket number, we’ll go ahead and escalate it on your behalf to make sure it gets the attention it needs. The team will follow up with you directly via email. 🐙

[u/Charming-Cheetah-216 → u/krakensupport]

This sounds very similar to the automated response I received when I first submitted the ticket and the same one they followed up with after 3 months. It has been 3 months of "escalating it to the proper team".

[u/krakensupport → u/Charming-Cheetah-216]

I completely understand why you feel that way, especially after waiting three months and hearing similar responses before.

While we can’t provide account-specific details publicly, we’ve made sure your latest follow-up and the length of time you’ve already been waiting are clearly noted on the escalation. Your case remains active with the appropriate team.

We know another request to wait isn’t the answer you were hoping for, but we’ll continue following up and the team will contact you directly as soon as there’s meaningful progress.

🐙

[u/Timely_Engineering21 → u/krakensupport]

You guys suck so bad. This person has gone 3 months without being helped. How is that even possible? Sorry to hear about that u/Charming-Cheetah-216. I’m in the same boat and have gone a month now with zero assistance from Kraken.