Consumer complaint received 2026-07-21 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: Payward Ventures Inc. dba Kraken
State: FL

Complaint narrative:
COMPLAINT STATEMENT & CHRONOLOGY OF DISPUTEComplainant ( Corporate Entity ) : XXXX XXXX XXXXPublic Account ID : XXXX XXXX XXXX XXXX Institution / Venue : Payward Interactive , Inc. ( dba Kraken ) Primary Entity Location : XXXX XXXX SummaryStarting on XX/XX/year>, XXXX XXXX XXXX XXXX ( Kraken ) improperly froze the corporate account of XXXX XXXX XXXX, blocking access to working capital and halting routine operational payment conversions. Despite charging transaction/conversion fees, XXXX blocked XXXX withdrawals without prior notice or justification. Following weeks of formal complaints, XXXX executed partial/failed transactions and continues to place an arbitrary hold on a final withdrawal of {$71000.00} USD, severely disrupting active business operations.Detailed Chronological TimelinePhase XXXX : Initial Deposit, Conversion & Account Freeze ( XX/XX/year> ) Objective : XXXX XXXX XXXXXXXX XXXX XXXX corporate funds into XXXX to convert into USD Stablecoins ( XXXX ) for international vendor payments.Execution : XXXX accepted XXXX USD deposit, executed the currency conversion, and collected the corresponding exchange fees.Freeze : Upon completion of the trade ( {$65000.00} XXXX ), XXXX abruptly restricted XXXX withdrawal functionality without sending prior notice or providing a regulatory/security rationale.Phase XXXX : Inbound Stablecoin Lock ( XX/XX/year> ) Objective : To fulfill immediate XXXX obligations following the locked outflow, XXXX XXXX XXXX attempted the reverse operation by depositing {$67000.00} XXXX into the platform to convert back to USD fiat for wire payout.Freeze XXXX : XXXX accepted and processed XXXX {$67000.00} XXXX XXXX, but immediately froze these additional corporate funds as well.Failed Attempted Payouts : Multiple attempts to process wire withdrawals ( - {$45000.00} USD and - {$21000.00} USD ) were flagged as Failed by the system.Phase XXXX : Forced Conversion & Partial Release Escalation ( XX/XX/year> ) After over a week of silence, unaddressed support requests, and formal complaints, XXXX initiated a series of automated/forced conversions and internal ledger adjustments : Failed XXXX Liquidation Attempt : A {$65000.00} XXXX withdrawal failed.Forced Conversion : XXXX converted {$65000.00} XXXX back XXXX {$64000.00} USD.Partial Withdrawal Friction : A {$60000.00} USD withdrawal was executed, but secondary balance payout attempts ( {$71000.00} USD ) were repeatedly failed by the system.Phase XXXX : Indefinite Hold on Final Balance ( XX/XX/year> Present ) Status : On XX/XX/year>, a final wire withdrawal of {$71000.00} USD ( via XXXX XXXX XXXX XXXX XXXX XXXX was initiated.Current Violation : The transaction was placed on " On Hold '' status.Current Duration : The hold has remained unresolved for over XXXX consecutive days without progress updates, bringing the total duration of restricted access to XXXX days ( XX/XX/XXXX to XX/XX/year> ) .Ledger Audit & Transaction BreakdownDateTypeCurrency / AssetAmountSystem StatusImpact / NotesXXXX XXXX XXXXXXXX / TransferUSD XXXX USDTExecutedConversion fee collected by XXXX XXXX, XXXX XXXX USDTFAILEDCrypto outflow blocked without XXXX XXXX, XXXX USDTExecutedInbound funds accepted, then XXXX XXXX, XXXX XXXX USDFAILEDCorporate withdrawal rejectedJun XXXX, XXXX XXXX USDFAILEDCorporate withdrawal rejectedJul XXXX, XXXX / LiquidationUSDT XXXX USDExecutedAccount partially liquidatedJul XXXX, XXXX XXXX USDExecutedPartial capital recoveryJul XXXX, XXXX XXXX XXXX XXXX ID : XXXX Legal & Operational DemandImmediate Unconditional Release : Release the pending {$71000.00} USD wire withdrawal ( Ref ID : XXXX ) to the linked business account at XXXX.Formal Disclosure : Provide a written explanation for the XXXX day delay, account restrictions, and fee retention on failed operations.Escalation Acknowledgment : Submit this matter to XXXX Interactive Inc.s Legal and Compliance Officers for priority handling.Next Steps to Force ActionIf XXXX does not release the {$71000.00} USD within XXXX hours : Official XXXX Complaint Portal : Submit this exact text directly through the XXXX Formal Complaint Form ( this triggers their mandatory XXXX legal response window ) XXXX Filing : File a regulatory complaint with the Consumer Financial Protection Bureau under Payward Interactive , Inc. selecting Virtual Currency / Money Transfer Hold.BBB Filing : Post this chronology on the Better Business Bureau ( XXXX, WY XXXX XXXX XXXX XXXX ( XXXX XXXX compliance team actively responds to and resolves BBB filings within XXXX days to protect their score ).

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation