Money transfer, virtual currency, or money service -- Money was not available when promised -- Complaint #17814035
Complaint Overview
Complaint ID: 17814035
Company: Payward Ventures INC. DBA Kraken
Product: Money transfer, virtual currency, or money service
Sub-Product: Virtual currency
Issue: Money was not available when promised
State: Maryland
ZIP Code: 21015
Date Received: 2025-11-23T12:00:00-05:00
Date Sent to Company: 2025-11-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am the court-appointed legal representative of the estate of a deceased Kraken account holder. I submitted all the documents requested by Kraken in late XX/XX/year>. Kraken continued to request additional documents over the following weeks, which I provided immediately each time. After nearly a month of back-and-forth, Kraken confirmed on XX/XX/year>, that the account contained approximately {$2500.00} in assets ( mostly XXXX ). They stated that cryptocurrency prices fluctuate and encouraged urgency, yet they continued to delay releasing the funds. Kraken informed me that a video call was the final step to grant access. I completed their scheduling form the same day and selected availability for NovemberXX/XX/2021. No one ever scheduled the call, and those dates passed with no contact or follow-up. I have complied with every request and have repeatedly asked for next steps and liquidation of the assets. Kraken has not released the funds and has not scheduled the verification call. Because XXXX has declined significantly in value over the past three weeks, the estate has experienced financial harm due to Krakens unnecessary delays. This matter is legally straightforward the company has acknowledged the estate documentation and acknowledged the account balance but has delayed access and action without justification. I am seeking intervention so that Kraken immediately completes verification, releases the assets, and explains why the process was delayed despite full compliance on my part.
Frequently Asked Questions
What is Complaint #17814035 about?
Complaint #17814035 was filed against Payward Ventures INC. DBA Kraken regarding Money transfer, virtual currency, or money service specifically about Money was not available when promised. It was received by the CFPB on 2025-11-23T12:00:00-05:00.
How did Payward Ventures INC. DBA Kraken respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Payward Ventures INC. DBA Kraken?
Yes, visit the Payward Ventures INC. DBA Kraken company profile at readthecomplaint.com/company/payward-ventures-inc-dba-kraken to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.