Consumer complaint received 2018-02-23
Company: Payward Ventures Inc. dba Kraken
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
XX/XX/2017 - XXXX +UTC XXXX XXXX XXXX XXXX ( cryptocurrency ) Service ticket number : # XXXX On the XXXX of XXXX, i wanted to send my Blockchain Index Tokens ( XXXX ) to a digital wallet on XXXX, a known Cryptocurrency exchange. Unfortunately, due to my own mistake, i accidentally sent this XXXX tokens to a wrong wallet owned by XXXX, which did not support XXXX. Because the XXXX was not supported by the wallet this resulted in me losing all the coins i had sent, even though they are in XXXX 's possession. 

First thing i did was trying to get in touch them, i sent an e-mail on the XX/XX/XXXX in order to retrieve my coins. This was the responding email i received : " Hello xxxx, It looks like you didn't send any XXXX to this address, it looks like you sent some XXXX to this address. Hi, We are very sorry to hear that you sent these assets to the wrong address. 

At XXXX, we do what we can to prevent these mistakes from happening. That's why we make sure that our deposit page contains a warning and acknowledgement that XXXX is not responsible for these mistakes. 

Unfortunately, we won't be able to help you recover the tokens. Instead of assisting clients with a recovery, which is a burdensome if not impossible process for our developers, we have decided to focus on improving our products and making such mistakes less likely. 

Many crypto users think of sending crypto tokens to an exchange along the lines of sending fiat to a bank. Somehow, the bank is going to track the funds and allocate the funds to the right account, even if mistakes are made. Unfortunately sending crypto to an address is very different from sending cash to a bank account. Mistakes, if they are recoverable, require developers to step in and are very resource-intensive. Unfortunately, due to these restrictions, we will not be able to provide you with any further assistance in this case. 

Thanks for understanding! 

Kind Regards, XXXX XXXX Client Engagement When i read this e-mail, i understood why it cost them time to retrieve the assets, yet i was convinced that there should be a way to retrieve it. What i did was i offered them to pay the billing for the developers to retrieve my coins, but they never responded to this. I went ahead and did some research into other people which had made similar mistakes and found this link : https : XXXX Someone else made a similar mistake, and a XXXX developer responded to it that he would make sure his coins would be retrieved. This topic was about 20 bucks worth of coins, so this lead me to think that this should be possible for me aswell. 

I went ahead and sent another e-mail with this argumentation to see if they could do something for me. I sent this on the XX/XX/XXXX and send reminders at : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Until now, i have never received anything back from them. 

I am convinced that if they put in the work to retrieve 20 bucks worth of coins, they should be able to retrieve my coins as well, which is a significantly higher amount. 

The site i'm talking about is : https : //www.kraken.com I really hope the CPFB could do something for me, as losing this coins really set me back in my financial state. 

I'm looking forward to hearing from you.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation