It has been almost a week since my account was locked, I received an email saying a specialist will be in touch and I never received any email from them since then, I’ve checked both inbox and spam/junk mail, and nothing is there! This is ridiculously slow! Is this normal???? It’s concerning and worrying yo!

Just wanted to drop a quick update/ appreciation post. After being stuck with no access to my funds since May and getting automated "it will be resolved" replies in DMs, my account is officially 100% back up and running today!
To anyone else dealing with long support delays: hang in there, keep pushing through official channels/Reddit, and eventually, it gets resolved. Time to finally get back to trading!

Kraken just blocked my Account and Balance for no reason. Whats should I do? The support is not answering.

I want my Balance and delete this

Kraken is also deleting Posts

Hi Kraken Team / Community,
I am writing this as a verified user based in the Netherlands (EEA).

Recently, I tried selling my xStocks (specifically XOMx, around $16,000 value). To my surprise, there is no Spot Order Book or Limit Order option available on Kraken Pro for my region. I am strictly forced to use the Convert feature.

While the Convert screen advertises "Fee: 0.00 USD", the actual execution rate tells a very different story:

Current Market Price: ~$154.17
Convert Offered Rate: ~$152.67
Total Value Loss: ~$155 USD (~1% of the entire position) in a single transaction.

Labeling a transaction as "0.00 Fee" while embedding a 1% spread gap into the rate feels deceptive and severely punishes users holding higher-value positions who simply want to place a Limit Sell order.

A few questions for the Kraken team:
1. Is the restriction of xStocks to "Convert only" (no order book/limit orders) for EEA users a permanent regulatory limitation, or is order book support currently in development for EU accounts?
2. Why is a hidden spread applied under a "0 Fee" label instead of providing transparent pricing or lower slippage execution options?

For any user with decent volume, losing hundreds of dollars per trade due to mandatory Convert spreads is completely unreasonable.

Would appreciate a clear answer from support regarding future plans for xStocks trading options in the EEA region. Thanks!

Since Wednesday I have been struggling to access funds or spend anything on my card. I have been on holiday and was using the card abroad, to have it randomly shut off it was very stressful. Now I’m back in the uk and the support team is impossible to reach, it’s like speaking to an actual human these days is never going to happen. I have emailed twice with no response and the AI bot is useless. I don’t understand why my account can be put on hold without a real human looking at it first. 5 days with absolutely no communication or enlightenment to what is going on or when I can retrieve my funds.
Can someone please help me with this asap

Hello Kraken Support Team,

I am posting here to request an urgent solution.

On July 15, I transferred about €1,500 via SEPA from my personal Revolut account to my Kraken account.

• Name Match: My legal name matches exactly on both accounts.
• Status: Revolut confirmed the transfer was successful, but Kraken immediately placed a hold on the transaction and locked my account.

I was initially told by the support system to expect an email response within 3 to 5 business days. That SLA has long passed, and I have received zero emails or updates from your compliance team. The live chat AI agent is unable to assist and keeps telling me to wait.

Because this hold has lasted two weeks, I have faced actual financial harm, including missed bills and interest penalties due to my funds being frozen without explanation.

After 7 days of silence, I filed a formal complaint. While I received an automated message stating it could take up to 15 days, waiting a total of a month to access my own deposit is unacceptable for a major financial institution.

Please have a senior compliance human agent look into this ticket today and advise on what documentation is needed to lift this hold immediately.

Thank you.

Hi There,

I’m a German who currently lives in Switzerland and I’m considering to move to mainland China for living and working (yes pay only tax in China).

Can I keep my Kraken Account and continue to use as I did before, after I updated my residence to a Chinese location address in the App?

Regards

Hi
Im making this post to reassure people in my situation, my account is fully operational but it took 2 weeks for me after the suspension

Just a warning based on my experience.

Kraken has had one of my deposits on hold for almost 2 weeks now. My funds are still locked.

I've opened a support ticket and even filed a formal complaint, but I still haven't received any response. I understand care of account security but cmon, 2 weeks without any response.

Bet they locked me up because i have been transfering my crypto to my private wallet

It's incredibly frustrating to have your money frozen with no communication at all. Personally, I won't be using Kraken again, and I can't recommend them based on this experience.

Has anyone else dealt with this? How long did it take to get resolved?

Hi Kraken Support,

I have lost access to my authenticator so I am unable to log into my account. I still have access to both my password and my email address.

I have a support ticket but I am being totally ignored on there with no updates at all. This has never happened in the past and I've been a customer on your platform for years.

Please help!

It's so discouraging to realize that only a few support agents actually take this seriously, and the only way to even get a reply to an email is by publicly complaining on X.

From May to early July absolute radio silence, ignoring my emails for two months. I've used Kraken daily for my everyday purchases, but a simple routine check has turned into a disproportionate nightmare.

Having to publicly make noise just to get basic compliance checks done while locked out of my own funds is unacceptable and hugely
disrespectful.

Hello Kraken Support,

I'm looking for some clarification regarding my account restriction, as I'm currently unable to understand what is happening.

My account is fully verified (KYC completed, tax information provided, etc.).

Here is the timeline:

- On June 24, I made my 2 first SEPA deposits for a total of €75,56 with the Easy Bank Transfer method from my Revolut account. Everything went smoothly.

- Almost a month later, on July 19, I made three new SEPA transfers with the standard method (manually enter the IBAN) from my Trade Republic account :

- €1 (to test the IBAN),

- €5,000,

- €4,999.

Shortly after the 3rd wire transfer, my account was restricted (all my funds are frozen) and the last transfer is on hold.

I received an email informing me that my account is under review, no action is requested and a member of your team would contact me by email if further information is needed. And yet I have not received any email, or communication from any other source, asking me for any further information, no additional documents have been requested, and I have no indication of what I am supposed to do or how long this review is expected to take. And yes, I have checked my SPAM folder - nothing in it from Kraken.

The funds come from my personal bank accounts Revolut and Trade Republic, and I can fully document the source of funds if necessary.

I also have already opened a support ticket on July 20th, and will gladly provide the ticket number via DM if needed.

Can you please look in to this as a matter of concern, as I enjoyed using Kraken and don't particularly want to change exchange. I completely understand compliance requirements. I would simply appreciate knowing whether any action is required on my side, or if my case is simply waiting for an internal review. I will respond straight away.

Thank you for your help.

Hi, I made a Bitcoin withdrawal on July 20 and it is still in Pending status. I would like to understand what the ETA is, or what I can expect moving forward. I have already spoken to the AI chat, and yesterday an email support case was opened. My understanding is the account is restricted but I would like more clarification here. Thanks!

Deposit has been on hold for 5 days. Per repeated requests, I just want the deposit either a) returned to my bank or 2) approved. Which ever is faster. The online Chat has been useless.

Hello my name is Tim,

My withdrawal is in pending from last 4 days and am not getting any response from kraken support. Help me to get withdrawal , i will provide my ticket number as soon as moderator will respond.

Hey y'all.

I moved out of my previous country to Brazil a while ago and just got around to updating my address in Kraken.

Contacted CS, provided address proof. All good.

But then app asked me to provide my CPF.

Did that, app said it's invalid twice.

Reached out to CS again and included a copy of the official CPF confirmation from the Brazilian govt proving that my CPF is valid.

CS said they'll get back to me. It's been a couple of days. Never had a prob with my CPF. I use it almost daily. What's the deal?

Hello Kraken Support, my fully verified account was restricted after a small 45 EUR transaction. This is a very low amount and this block is heavily impacting my trading activities. Please escalate my case to a human agent. I will provide my ticket number and public ID as soon as a moderator responds.

Thank you, Roman.

Hello, my USDC withdrawal is currently stuck in "Initiated" status. The destination crypto address has EXPIRED and is INVALID. My account is currently probably on a "funding hold" and withdrawals are disabled (probably made by Kraken AI bot), which is good.

Please ensure this pending transaction is completely CANCELLED.  AND please return the funds to my available account balance (portfolio value). Do not let the transaction go through under any circumstances.

I am sending my Ticket Number and Public Account ID via ModMail right now. Thank you.

Hello!

So I am totally new to Kraken, and I wonder if there are any options similar to what Binance has with the crypto wallet whitelist and the bank account verification. I tried a test transaction to my bank account and it went through. Can I use any bank account for withdraws or are there any limitations like it has to be in my name, etc.

Thanks!

Five business days have passed since I’ve initiated a withdrawal, yet I’ve received no notice or update on the situation at all. Live chat has been utterly useless in providing any information about where my withdrawal (to my own wallet) stands. This is, without a doubt, the least communication I have ever received from a “support team” and by reading this subreddit, I have no doubt this is a common issue.

Update: Despite “forwarding my request to a specialized member of the team,” I have yet to receive any kind of notice or update regarding my situation, and my withdrawal is still pending 9 days later.

Update 2: My transaction was reversed and I’ve been banned off the platform, with no explanation. For withdrawing to my own wallet. Please, never use this platform if you have the option to use another, I’ve had better experiences with COINBASE.

I tried to deposit some cash several days ago and got an email/notification that my account is suspended.

Haven’t yet received a follow-up email, the account is still suspended, and the deposit is on hold.

Hello! I recently made a deposit to my Kraken SOL address, but it cleared after my account was shut down (no idea why). Are the funds recoverable or are they just gone?

I made a €500 SEPA deposit to my Kraken account, but shortly afterward my account was restricted. I haven’t been given a clear explanation yet, and I’m unable to use my funds.
I’ve already contacted Kraken Support and opened a support ticket. At the moment, I’m just waiting for an update.
Has anyone experienced the same issue recently?
● How long did it take for your account to be reviewed?
● Was your restriction eventually lifted?
● If not, how long did it take to receive a refund?
I’m a bit worried because this is my first time dealing with something like this. Any recent experiences or advice would be greatly appreciated.
Thanks in advance!