Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #17814100
Complaint Overview
Complaint ID: 17814100
Company: Payward Ventures INC. DBA Kraken
Product: Money transfer, virtual currency, or money service
Sub-Product: Virtual currency
Issue: Other transaction problem
State: Texas
ZIP Code: 77043
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
On XX/XX/year>, a cryptocurrency deposit of approximately {$20000.00} USD was sent to a Kraken account using a token and/or blockchain network that Kraken does not support. The transaction was confirmed on-chain, but because the asset is unsupported, Kraken must manually recover it. Immediately after realizing the issue, XXXX XXXX # XXXX was opened with Kraken, and the full transaction hash was provided : TXID : XXXX Kraken initially acknowledged the case and said it was under review, but after that point only provided vague, open-ended replies with no timeline for resolution. For the past several weeks, Kraken has stopped responding entirely, despite multiple follow-ups and escalation attempts. Details : Date of incident : XX/XX/year> Amount : ~ {$20000.00} USD equivalent Issue : Unsupported crypto deposit requiring manual asset recovery Kraken Ticket : # XXXX Status : Unresolved ; no communication for weeks I attempted escalation through Krakens support channels and received no substantive update. I also sent a formal escalation to Krakens leadership and compliance contacts, but still have not received a response.
Frequently Asked Questions
What is Complaint #17814100 about?
Complaint #17814100 was filed against Payward Ventures INC. DBA Kraken regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. 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.