Worst Customer Service Award of All time
I have an $8K+ portfolio that is locked due to trivial matters.
When I reach out to support I'm told to wait.
I keep waiting and nothing occurs.
Feeling insane due to the fact that I keep doing the same thing expecting different results from this company.
Do not give them your money. You will regret it one day.
All I was doing was buying my kid some…
All I was doing was buying my kid some cheap toys on tor and I'm accused of breaking the law ? Shy is it if someone is computer smart it's breaking the law? Why in the hell would you make a school for cyber security if you were gana say buying a doll house 75% off Walmart price is against the law why have those classes ????
THIS PLATFORM IS NOT SAFE, THEY WILL STEAL MONEY AND LEAVE YOU EMPTIED
Kraken has been an awful experience from start to finish. My account was restricted, meaning I could not withdraw, transfer, or move funds myself, yet my balance dropped to $0 with no clear explanation. My money is still gone, and I have not received a proper resolution.
Kraken support responded by telling me that posting multiple reviews “doesn’t help”, which is incredibly dismissive. I’m not leaving reviews to cause trouble — I’m doing this to warn others so they don’t lose money or go through what I’m dealing with. I also have people following this situation with me, reviewing this platform and seeing these issues in real time.
Support has been slow, unhelpful, and at times rude, repeating the same responses instead of addressing the facts. If you look through my previous reviews, you can clearly see the pattern of delays, contradictions, and lack of accountability.
My money is still missing. My account is still restricted. Kraken has provided no transparency. This experience has completely destroyed my trust in this exchange.
Use extreme caution.
Ticket #19804067
Can’t contact support, avoid
Can’t contact support. Posted on Reddit about my problem, they banned me and removed my posts. The company is a scam. They can’t fix their issue of showing the wrong amounts so they just stopped replying to me. It’s a criminal operation.
Notice their reply, you can reach out in app. That’s not true. It’s an AI bot, then support doesn’t respond. I’ve emailed daily about my ticket and they stopped replying.
Very Disappointing Experience – Funds Locked
I had a very bad experience with Kraken. My funds have been held for an extended period of time, and customer support has been extremely slow and unhelpful. There was no clear explanation and no reasonable timeline given for when I would regain access to my money.
This has caused a lot of stress and loss of trust. When you use a crypto platform, access to your own funds is critical, and Kraken failed badly in this area in my experience.
Based on what I went through, I do not feel confident keeping money on this platform long-term. I strongly recommend others be very cautious and consider alternatives where transparency and support are better.
KRAKEN STOLE MY MONEY AND MADE ME HOMELESS
Over 2 weeks ago I withdrew 20 USDT to a wallet with another exchange and then withdrew it back to my kraken wallet they charged 4 USDT to withdraw so I ended up with an incoming 16 USDT transaction,
They restricted my account and froze assets significantly more valuable then then the 16 USDT IN question, when I received the 16 USDT transaction and asked me to prove it’s my wallet which I did immediately
I messaged support multiple times telling them I’m in financial difficulty because of this and need my money back, I tried to file a formal complaint multiple times and was ignored every single time, I’ve asked for a final response letter as the financial ombudsman has asked me to do so and was ignored every single time
Kraken is regulated by the FCA and must respond to complaints and issue final response letters in a timely manner but is instead ignoring me completely, I haven’t even been told why my account was restricted and have provided proof that it is my account
The restriction was triggered by a minor incoming transaction of approximately 16–20 USDT, which was lawful, fully explained, and unrelated to any criminal, fraudulent, or sanctioned activity. Despite this, Kraken has frozen a substantially larger balance without providing a clear legal or regulatory justification.
This action is disproportionate and inconsistent with FCA principles applicable to UK-facing cryptoasset firms, including:
• FCA Principle 6 (Treating Customers Fairly) – the response taken is excessive relative to the risk presented
• Money Laundering Regulations 2017 (Regulation 18) – failure to apply a genuine risk-based approach
• FCA Principle 7 – failure to provide clear, fair, and transparent communication regarding the basis, duration, and resolution of the restriction
• FCA DISP expectations – unreasonable delay and lack of meaningful engagement in resolving this matter
No evidence has been presented that the frozen funds are illicit, tainted, or connected to prohibited activity. Restricting access to lawful funds without such evidence raises concerns of unjustified deprivation of property and potential constructive conversion.
I made it extremely clear to kraken that if I don’t receive my money back I will be homeless because my lease ends on the 4th of January at midnight, I was set to renew my lease but to do so I have to pay my first month rent upfront which I was unable to do because kraken froze all of my money
I have a puppy and refuse to have her on the streets with me so I had to forfeit her to a shelter last night aswell as sleep in a bus stop whilst it snows and I have arthritis
Kraken has repeatedly broken FCA guidelines and shows no care or consideration for their customers even in severe cases like this, they just send copy and paste generic replies non stop
I have lost my dog, lost my home and even the feeling in my fingers because of kraken, I have told them I am now homeless and their response was ‘ be patient’
Absolutely disgusting company which has caused me to lose everything over an incoming 16 USDT from MYSELF which they have already seized without even saying anything to me
I was contacted by VICE about this and have been offered money to record a small segment in a documentary explaining my situation and what kraken has done
I do not want to be on tv or be known as a homeless person because it’s embarrassing, I’ve worked hard my whole life and kraken has destroyed it in a instant because of their incompetence to manage cases like this, I’ve done nothing wrong and have now lost everything because of kraken
If I don’t receive my money soon I will be forced to do the documentary because I need to have food to survive
I need help, I’ve done nothing wrong, worst company in existence
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.
I haven't been able to use my account…
I haven't been able to use my account for several years. Ever since they stop allowing my Yubico token. I can't fund, can't withdraw. Tried updating. Nothing works and customer service is not helpful.
SCAMken and SCAMken+ is a scam
Im tired now, theyre dirty liars and thieves. Every time i make a custom order with kraken plus which they claim removes fees every single time they take a fee. My most recent example custom order set to sell USDT for 115 place it says it will sell at 0.7426 which is when it reaches 115. I accept and place, immediately after placing "you are all set to sell at 113.6" and it then sells it at 113.6?????
This is not the first time, it is a scam company of thieves and liars, and id reccomend everyone avoid like the plague from these thieves.
Unreliable/expensive trader/bonus are not payed out
Unreliable, bonusses aren’t payed out. Even when you receive confirmation e-mails that bonus money would be received.
Support also doesn’t help with it.
I don’t know how to send it to my bank…
I don’t know how to send it to my bank account. I have tried and it takes it out of my bank account. I need to be shown how to do it step by step. Thank you
