{"id":"kraken","page":"https://escalate.alexgaoth.com/#/c/kraken","html":"https://escalate.alexgaoth.com/c/kraken/","generated":"2026-10-15","company":{"id":"kraken","name":"Kraken","aliases":["payward","payward interactive","payward ventures","kraken pro","kraken exchange","krak"],"sector":"investing","website":"https://www.kraken.com","official_domains":["kraken.com"],"security":{"never_asks":[{"kind":"policy","claim":"Kraken says its support will never ask for your password, two-factor authentication code, device approval code, wallet addresses or seed words, Master Key, remote access to your computer, or changes to your security settings.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken says it will never ask you to remove 2FA methods or your Master Key, or for access to your devices through remote desktop software such as AnyDesk or TeamViewer.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Inbound phone support scams use a fake phone number to impersonate Kraken's support team. Kraken says voice support is reached only through the \"Call us\" option in the app's Support tab, not by dialing a number, and any number found online claiming to be Kraken Support should be treated as phishing (search-engine extract of Kraken's voice support article).","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken warns of fake investment or broker platforms, ICO scams, cloud mining scams, multi-level marketing schemes and romance or celebrity impersonation scams.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails from Kraken always end in the @kraken.com domain, including subdomains such as @email.kraken.com.","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"report_phishing":[{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"notes":"The help article links to this form with a relative link (/forms/360000614072).","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc","sec"],"notes":"U.S. crypto services are provided by Payward Interactive, Inc. (FinCEN MSB, NMLS ID 1843762); CFPB complaints are filed under \"Payward Ventures Inc. dba Kraken\". Kraken Securities LLC is an active FINRA broker-dealer (CRD 324343). Kraken's disclosures page gives state regulator complaint contacts, for example the Texas Department of Banking and the California DFPI.","channels":[{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"payward-interactive-phone","type":"phone","label":"Questions and complaints about Payward Interactive, Inc. (Kraken's U.S. entity)","value":"+1-888-720-8670","purposes":["poor_service","frozen_funds"],"access":"human_only","notes":"Listed in Kraken's state licensing disclosures. For account help Kraken uses the in-app \"Call us\" option.","source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"in-app-voice","type":"app","label":"Voice support through the \"Call us\" option in the app's Support tab","value":"Kraken, Kraken Pro or Krak app: Support tab > Call us","purposes":["fraud","account_access"],"access":"login","notes":"Seen in a search-engine extract of Kraken's voice support article. The option appears where available; it cannot be reached by dialing a number.","source":"https://support.kraken.com/articles/115013099227-how-to-contact-kraken-phone-support","last_verified":"2026-10-13"},{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-center"},{"rung":"written_complaint","channel":"complaint-process"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"Kraken's disclosures page lists the state regulator for each license."}],"playbooks":[{"issue":"frozen_funds","summary":"Answer document requests by email quickly; scam-prevention restrictions last 90 days.","evidence":["restriction notice","emails from Kraken support","ID documents","transaction history"],"steps":[{"do":"Make sure the account is fully verified and 2FA is set up, then reply promptly to any document request by email."},{"do":"If a withdrawal is held for review, wait for Kraken's email; if it does not come, contact support and keep the ticket number.","channel":"support-center"},{"do":"If it is not resolved, file a complaint through Kraken's complaint process.","channel":"complaint-process"},{"do":"Then complain to your state financial regulator or the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Kraken may restrict an account for a potential security issue, suspected malicious activity, withdrawals to wallets tied to prohibited or scam activity, a chargeback, out-of-date identity information, or a Terms of Service violation.","issues":["frozen_funds"],"source":"https://support.kraken.com/articles/why-is-my-account-restricted","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For withdrawals held for internal review, Kraken says its team will contact you by email within 5 business days. Scam-prevention restrictions can only be lifted after 90 days.","issues":["frozen_funds","account_transfer"],"source":"https://support.kraken.com/articles/why-is-my-account-restricted","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Ask support to lock the account, report the scam, and never act on an unexpected \"Kraken\" call.","evidence":["transaction IDs and wallet addresses","screenshots","caller numbers","FTC or IC3 report number"],"steps":[{"do":"Contact support so it can lock the account.","channel":"support-center"},{"do":"Report suspicious emails with the Kraken form.","channel":"suspicious-email-form"},{"do":"If someone calls claiming to be Kraken and you did not arrange it, hang up and contact Kraken through the app."},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"}]},{"issue":"account_transfer","summary":"Withdrawals held for review get an email within 5 business days; complain if it stalls.","evidence":["withdrawal request details","transaction ID","support ticket numbers"],"steps":[{"do":"Check your email for a review notice and answer document requests."},{"do":"If there is no answer, contact support and ask for the reason and expected date.","channel":"support-center"},{"do":"Escalate through the complaint process, then to the CFPB or your state regulator.","channel":"complaint-process"}]}],"facts":[{"kind":"deadline","claim":"Kraken's complaint process says it confirms receipt within 5 business days, asks for more information within 10 business days if needed, and responds within 15 business days; complex cases may take 30 to 35 business days.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"kind":"process","claim":"For U.S. clients (Payward Interactive, Inc.), Kraken's complaint page names the state consumer regulatory agency on its disclosures page, or the CFPB at consumerfinance.gov/complaint or (855) 411-2372, as the escalation route.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"claim":"The CFPB received 250 complaints about Payward Ventures Inc. dba Kraken from July 1, 2025 to June 30, 2026. 243 were closed with explanation; 12 responses were not timely. The top issue was fraud or scam (69).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Payward%20Ventures%20Inc.%20dba%20Kraken&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"BrokerCheck lists Kraken Securities LLC (formerly Payward Equities LLC, CRD 324343) as an active broker-dealer with no disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=payward&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"known_blockers":["Voice support is only through the app for the signed-in account holder.","Kraken publishes no U.S. complaint mailing address."]},"playbooks":{"frozen_funds":{"company":{"id":"kraken","name":"Kraken","sector":"investing","website":"https://www.kraken.com","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Answer document requests by email quickly; scam-prevention restrictions last 90 days.","evidence":["restriction notice","emails from Kraken support","ID documents","transaction history"],"steps":[{"do":"Make sure the account is fully verified and 2FA is set up, then reply promptly to any document request by email."},{"do":"If a withdrawal is held for review, wait for Kraken's email; if it does not come, contact support and keep the ticket number.","channel":{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"}},{"do":"If it is not resolved, file a complaint through Kraken's complaint process.","channel":{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}},{"do":"Then complain to your state financial regulator or the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"payward-interactive-phone","type":"phone","label":"Questions and complaints about Payward Interactive, Inc. (Kraken's U.S. entity)","value":"+1-888-720-8670","purposes":["poor_service","frozen_funds"],"access":"human_only","notes":"Listed in Kraken's state licensing disclosures. For account help Kraken uses the in-app \"Call us\" option.","source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Kraken may restrict an account for a potential security issue, suspected malicious activity, withdrawals to wallets tied to prohibited or scam activity, a chargeback, out-of-date identity information, or a Terms of Service violation.","issues":["frozen_funds"],"source":"https://support.kraken.com/articles/why-is-my-account-restricted","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For withdrawals held for internal review, Kraken says its team will contact you by email within 5 business days. Scam-prevention restrictions can only be lifted after 90 days.","issues":["frozen_funds","account_transfer"],"source":"https://support.kraken.com/articles/why-is-my-account-restricted","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Kraken's complaint process says it confirms receipt within 5 business days, asks for more information within 10 business days if needed, and responds within 15 business days; complex cases may take 30 to 35 business days.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"kind":"process","claim":"For U.S. clients (Payward Interactive, Inc.), Kraken's complaint page names the state consumer regulatory agency on its disclosures page, or the CFPB at consumerfinance.gov/complaint or (855) 411-2372, as the escalation route.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"claim":"The CFPB received 250 complaints about Payward Ventures Inc. dba Kraken from July 1, 2025 to June 30, 2026. 243 were closed with explanation; 12 responses were not timely. The top issue was fraud or scam (69).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Payward%20Ventures%20Inc.%20dba%20Kraken&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"BrokerCheck lists Kraken Securities LLC (formerly Payward Equities LLC, CRD 324343) as an active broker-dealer with no disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=payward&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Kraken's disclosures page lists the state regulator for each license.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Voice support is only through the app for the signed-in account holder.","Kraken publishes no U.S. complaint mailing address."],"security":{"official_domains":["kraken.com"],"never_asks":[{"kind":"policy","claim":"Kraken says its support will never ask for your password, two-factor authentication code, device approval code, wallet addresses or seed words, Master Key, remote access to your computer, or changes to your security settings.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken says it will never ask you to remove 2FA methods or your Master Key, or for access to your devices through remote desktop software such as AnyDesk or TeamViewer.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Inbound phone support scams use a fake phone number to impersonate Kraken's support team. Kraken says voice support is reached only through the \"Call us\" option in the app's Support tab, not by dialing a number, and any number found online claiming to be Kraken Support should be treated as phishing (search-engine extract of Kraken's voice support article).","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken warns of fake investment or broker platforms, ICO scams, cloud mining scams, multi-level marketing schemes and romance or celebrity impersonation scams.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails from Kraken always end in the @kraken.com domain, including subdomains such as @email.kraken.com.","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"report_phishing":[{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"notes":"The help article links to this form with a relative link (/forms/360000614072).","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"U.S. crypto services are provided by Payward Interactive, Inc. (FinCEN MSB, NMLS ID 1843762); CFPB complaints are filed under \"Payward Ventures Inc. dba Kraken\". Kraken Securities LLC is an active FINRA broker-dealer (CRD 324343). Kraken's disclosures page gives state regulator complaint contacts, for example the Texas Department of Banking and the California DFPI.","warnings":[]},"fraud":{"company":{"id":"kraken","name":"Kraken","sector":"investing","website":"https://www.kraken.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Ask support to lock the account, report the scam, and never act on an unexpected \"Kraken\" call.","evidence":["transaction IDs and wallet addresses","screenshots","caller numbers","FTC or IC3 report number"],"steps":[{"do":"Contact support so it can lock the account.","channel":{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"}},{"do":"Report suspicious emails with the Kraken form.","channel":{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}},{"do":"If someone calls claiming to be Kraken and you did not arrange it, hang up and contact Kraken through the app."},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"in-app-voice","type":"app","label":"Voice support through the \"Call us\" option in the app's Support tab","value":"Kraken, Kraken Pro or Krak app: Support tab > Call us","purposes":["fraud","account_access"],"access":"login","notes":"Seen in a search-engine extract of Kraken's voice support article. The option appears where available; it cannot be reached by dialing a number.","source":"https://support.kraken.com/articles/115013099227-how-to-contact-kraken-phone-support","last_verified":"2026-10-13"},{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Kraken's complaint process says it confirms receipt within 5 business days, asks for more information within 10 business days if needed, and responds within 15 business days; complex cases may take 30 to 35 business days.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"kind":"process","claim":"For U.S. clients (Payward Interactive, Inc.), Kraken's complaint page names the state consumer regulatory agency on its disclosures page, or the CFPB at consumerfinance.gov/complaint or (855) 411-2372, as the escalation route.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"claim":"The CFPB received 250 complaints about Payward Ventures Inc. dba Kraken from July 1, 2025 to June 30, 2026. 243 were closed with explanation; 12 responses were not timely. The top issue was fraud or scam (69).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Payward%20Ventures%20Inc.%20dba%20Kraken&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"BrokerCheck lists Kraken Securities LLC (formerly Payward Equities LLC, CRD 324343) as an active broker-dealer with no disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=payward&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Kraken's disclosures page lists the state regulator for each license.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Voice support is only through the app for the signed-in account holder.","Kraken publishes no U.S. complaint mailing address."],"security":{"official_domains":["kraken.com"],"never_asks":[{"kind":"policy","claim":"Kraken says its support will never ask for your password, two-factor authentication code, device approval code, wallet addresses or seed words, Master Key, remote access to your computer, or changes to your security settings.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken says it will never ask you to remove 2FA methods or your Master Key, or for access to your devices through remote desktop software such as AnyDesk or TeamViewer.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Inbound phone support scams use a fake phone number to impersonate Kraken's support team. Kraken says voice support is reached only through the \"Call us\" option in the app's Support tab, not by dialing a number, and any number found online claiming to be Kraken Support should be treated as phishing (search-engine extract of Kraken's voice support article).","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken warns of fake investment or broker platforms, ICO scams, cloud mining scams, multi-level marketing schemes and romance or celebrity impersonation scams.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails from Kraken always end in the @kraken.com domain, including subdomains such as @email.kraken.com.","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"report_phishing":[{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"notes":"The help article links to this form with a relative link (/forms/360000614072).","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"U.S. crypto services are provided by Payward Interactive, Inc. (FinCEN MSB, NMLS ID 1843762); CFPB complaints are filed under \"Payward Ventures Inc. dba Kraken\". Kraken Securities LLC is an active FINRA broker-dealer (CRD 324343). Kraken's disclosures page gives state regulator complaint contacts, for example the Texas Department of Banking and the California DFPI.","warnings":[]},"account_transfer":{"company":{"id":"kraken","name":"Kraken","sector":"investing","website":"https://www.kraken.com","account_url":null},"issue":{"id":"account_transfer","name":"Account transfer or withdrawal blocked"},"playbook_source":"company","summary":"Withdrawals held for review get an email within 5 business days; complain if it stalls.","evidence":["withdrawal request details","transaction ID","support ticket numbers"],"steps":[{"do":"Check your email for a review notice and answer document requests."},{"do":"If there is no answer, contact support and ask for the reason and expected date.","channel":{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"}},{"do":"Escalate through the complaint process, then to the CFPB or your state regulator.","channel":{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}}],"channels":[{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"},{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Kraken's complaint process says it confirms receipt within 5 business days, asks for more information within 10 business days if needed, and responds within 15 business days; complex cases may take 30 to 35 business days.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"kind":"process","claim":"For U.S. clients (Payward Interactive, Inc.), Kraken's complaint page names the state consumer regulatory agency on its disclosures page, or the CFPB at consumerfinance.gov/complaint or (855) 411-2372, as the escalation route.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"},{"claim":"The CFPB received 250 complaints about Payward Ventures Inc. dba Kraken from July 1, 2025 to June 30, 2026. 243 were closed with explanation; 12 responses were not timely. The top issue was fraud or scam (69).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Payward%20Ventures%20Inc.%20dba%20Kraken&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"},{"claim":"BrokerCheck lists Kraken Securities LLC (formerly Payward Equities LLC, CRD 324343) as an active broker-dealer with no disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=payward&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Kraken's disclosures page lists the state regulator for each license.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Voice support is only through the app for the signed-in account holder.","Kraken publishes no U.S. complaint mailing address."],"security":{"official_domains":["kraken.com"],"never_asks":[{"kind":"policy","claim":"Kraken says its support will never ask for your password, two-factor authentication code, device approval code, wallet addresses or seed words, Master Key, remote access to your computer, or changes to your security settings.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken says it will never ask you to remove 2FA methods or your Master Key, or for access to your devices through remote desktop software such as AnyDesk or TeamViewer.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Inbound phone support scams use a fake phone number to impersonate Kraken's support team. Kraken says voice support is reached only through the \"Call us\" option in the app's Support tab, not by dialing a number, and any number found online claiming to be Kraken Support should be treated as phishing (search-engine extract of Kraken's voice support article).","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken warns of fake investment or broker platforms, ICO scams, cloud mining scams, multi-level marketing schemes and romance or celebrity impersonation scams.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails from Kraken always end in the @kraken.com domain, including subdomains such as @email.kraken.com.","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"report_phishing":[{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"notes":"The help article links to this form with a relative link (/forms/360000614072).","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"U.S. crypto services are provided by Payward Interactive, Inc. (FinCEN MSB, NMLS ID 1843762); CFPB complaints are filed under \"Payward Ventures Inc. dba Kraken\". Kraken Securities LLC is an active FINRA broker-dealer (CRD 324343). Kraken's disclosures page gives state regulator complaint contacts, for example the Texas Department of Banking and the California DFPI.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-center","type":"web_form","label":"Kraken Support Center (chat and support requests)","value":"https://support.kraken.com/hc/en-us","purposes":["fraud","account_access","frozen_funds","account_transfer","poor_service"],"source":"https://www.kraken.com/legal/disclosures","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"complaint-process","type":"web_form","label":"Complaint handling process and complaint form","value":"https://support.kraken.com/articles/complaint-handling-process","purposes":["poor_service","frozen_funds","account_transfer"],"notes":"The page links to the complaint form. Include your full name, account email, country, a description, ticket numbers and dates.","source":"https://support.kraken.com/articles/complaint-handling-process","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Kraken's disclosures page lists the state regulator for each license.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["kraken.com"],"never_asks":[{"kind":"policy","claim":"Kraken says its support will never ask for your password, two-factor authentication code, device approval code, wallet addresses or seed words, Master Key, remote access to your computer, or changes to your security settings.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken says it will never ask you to remove 2FA methods or your Master Key, or for access to your devices through remote desktop software such as AnyDesk or TeamViewer.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Inbound phone support scams use a fake phone number to impersonate Kraken's support team. Kraken says voice support is reached only through the \"Call us\" option in the app's Support tab, not by dialing a number, and any number found online claiming to be Kraken Support should be treated as phishing (search-engine extract of Kraken's voice support article).","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Kraken warns of fake investment or broker platforms, ICO scams, cloud mining scams, multi-level marketing schemes and romance or celebrity impersonation scams.","source":"https://support.kraken.com/articles/protect-yourself-from-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Emails from Kraken always end in the @kraken.com domain, including subdomains such as @email.kraken.com.","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}],"report_phishing":[{"id":"suspicious-email-form","type":"web_form","label":"Report a suspicious email that claims to be Kraken","value":"https://support.kraken.com/forms/360000614072","purposes":["fraud"],"notes":"The help article links to this form with a relative link (/forms/360000614072).","source":"https://support.kraken.com/articles/is-this-email-from-kraken","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"investing","title":"Brokerages and crypto platforms — how complaints work","last_verified":"2026-10-13","file":"guides/investing.md","page":"https://escalate.alexgaoth.com/#/guides/investing"}}