Kraken
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Unable to contact and no access to my account funds or assets
Update from first review and response 14 hours ago. 1. Kraken responded immediately 14 hours ago asking me to provide details so they could locate my account and chronology of issue. 2. I provided Kraken via the trustpilot email link with my public address and support reference. 3. Not heard anything at all since. 4. I have emailed the complaint and support email address again referring them to the social media Kraken response. I also asked for the email to be passed onto the social media review team. 5. Not heard a peep. Nothing at all. 6. A bit more history, since depositing £500 on 22 december 2025 and purchasing 2 types of crypto, I have been unable to access, withdrawn any of my fiat or crypto. 5. Other than Krakens immediate response yo my review 14 hours ago, amd despite my numerous emails since 31.12.2025, I have not heard anything. 6. I dont know why the transaction is on hold, why I cannot withdraw fiat or crypto. 7. I am extremely worried and urgently need access to my funds. Yes I can complain to the FCA and Financial Ombudsman, which I will do, of greater concern is accessing my assets and fiat unreasonably retained by Kraken against my will without explanation. I urgently need access to my funds to remain liquid. Kraken are causing me anxiety and hardship. They do not care. Kraken have my phone number and email. They could reach out any time and I am sure this can be resolved, whatever the issue is immediately. I have been with Kraken for 5 years and have never experienced anything like what I am going through now. Until 22nd December 2025, if I was asked to rate my near 5 years with Kraken, I would rate at 4 out of 5. For people who have not been with Kraken long, I would reserve your rating of Kraken until you have been with them a few years, because based on my experience and the other 1 star review on here, they are similar experiences and length of time with them. ORIGINAL REVIEW BELOW 1. Transaction on hold. 2. My account has been restricted so that i cannot withdraw or trade my assets. 3. I am also unable to withdraw my fiat currency. 4. The transaction/withdrawel which triggered this was a withdrawel to my own hard wallet. 5. My online support chat appears disabled or not working. 6. When I complete and online complaint form (several times over last few days) i get an error message advising "something went wrong" and they are not acknowledging my emailed complaint to their designated complaint email. 7. They are not acknowledging my emails to their support or complaints email addresses. 8. They do not take phone calls. 9. Nothing is working for me and I am in the dark completely, without access to my onw personal finances £GBP or crypto assets. 10. I see Krakens latest reply to a positive feed back to a positive review is "....We’re here anytime you need a hand along the way 🙌 🌟". Not in my experience as per above.