Consumer complaint received 2018-03-02
Company: Payward Ventures Inc. dba Kraken
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
Hello, My name is XXXX XXXX XXXX, XXXX XXXX, XXXX, California XXXX. I am a client ( Client Account : XXXX XXXX ) of the crypto currency exchange, Payward INC. ( XXXX XXXX ),  XXXX XXXX XXXX, XXXX, California XXXX ; that does business in California as crytpcurrency exchange ; Kraken, XXXX XXXX XXXX, XXXX. XXXX, XXXX XXXX, California XXXX. 

On XX/XX/XXXX, I am the owner of XXXX EOS tokens ( worth on that date, {$8500.00} ), an Ethereum ( ETH ) based XXXX token. XXXX tokens are only abled to be sent to and from using the ETH block chain. Kraken utilizes unique crypto currency wallets addresses to track the deposits and withdrawals for the ETH and EOS tokens. 

On XX/XX/XXXX, EOS social media reported that the holders of EOS tokens would receive free airdropped tokens for each EOS token they own, and that the free airdrops would occur on or about XX/XX/XXXX. The EOS related information explained that in order to receive the free airdrop tokens your EOS must be held in a ETH wallet address before the XX/XX/XXXX deadline. On XX/XX/XXXX, I sent XXXX EOS to my Kraken ETH wallet address in order to obtain the free airdrop tokens. 

After my XXXX EOS was sent from XXXX  ETH wallet address ( XXXX ) to my Kraken ETH wallet address, ( XXXX ), Kraken did not did not credit either my Kraken ETH or EOS wallet addresses with the XXXX EOS tokens ( my digital currentcy property ) that I had sent on XX/XX/XXXX. 

On XX/XX/XXXX, after waiting for Kraken to credit my EOS or ETH wallets with my missing XXXX EOS tokens, I submitted a Kraken support ticket, ticket number XXXX, requesting a credit for my missing XXXX EOS tokens. After submitting my support request I did not hear anything back from Kraken. I also found out afterwards that Kraken does not support the free EOS airdrop tokens because the exchange does to provide the private keys for their exchange wallets, and therefore I was not able to obtain any of the free EOS airdrop tokens. 

I have emailed Kraken multiple times over the last two months, and to date, I have not received any resolution about fixing this matter, or a provided with a status of when they will either credit my Kraken ETH/EOS wallets that they are going to provide me with compensation for my missing XXXX EOS tokens or about giving me compensation about the {$8500.00}, the value of my tokens at the time, that they are withholding in the EOS Contract deposited to my Kraken ETH wallet, XXXX. 

I have the EOS token Tracker that shows that on XX/XX/XXXX, XXXX EOS tokens where sent from this ETH wallet address, XXXX, and sent to my Kraken ETH address, XXXX. 

I also have the ETH event txt logs that show when the transaction was conducted, ETH block number XXXX, and the EOS token holder from contract number, XXXX, that shows XXXX EOS tokens was sent to my Kraken wallet address : XXXX.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation