Consumer complaint received 2026-01-27 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Payward Ventures Inc. dba Kraken
State: CA

Complaint narrative:
I am writing to formally complain about Krakens failure to provide me with any advance notice regarding the delisting of crypto currency XXXX  As a result of this lack of notification, I was unable to trade the asset in a timely manner under reasonable conditions. The coin is no longer listed on any other major exchange, forcing me to consider swapping it at current severely depressed liquidity levels, which would result in an approximate 80 % loss of my holdings value. 

Krakens own policies and announcements typically include advance notice for scheduled delistings ( often via email, platform notifications, blog posts, or support articles ), allowing users sufficient time to act. In cases where advance notice is possible, Kraken has stated it will notify clients accordingly. The complete absence of any such communication in my casedespite my account being active and notifications enabledconstitutes a failure to meet reasonable expectations of fair treatment and transparency. 

This lack of notice has directly caused me significant financial harm. Under Californias Digital Financial Assets Law ( DFAL ) ( effective XX/XX/year>, with ongoing consumer protection obligations ), licensed digital financial asset businesses like Kraken are required to implement policies and procedures for ceasing to list or offer digital assets, including notification to affected consumers. While the DFAL emphasizes broader consumer protections, risk disclosures, and fair practices, the failure to notify users ahead of a delisting that materially impacts their holdings may violate these principles and general California consumer protection standards against unfair or deceptive acts. 

Additionally, federal consumer protection laws enforced by bodies such as the Consumer Financial Protection Bureau ( CFPB ) address issues in crypto-asset services, including transparency in platform operations and handling of user assets. A pattern of inadequate notifications could raise concerns under these frameworks. Krakens terms of service also generally reserve the right to delist but often imply reasonable user protections in practice, and sudden unnotified actions without extenuating circumstances ( which do not appear to apply here ) undermine user trust and may breach implied duties of good faith. 

Below is there response admitting they failed to properly send notification. 

" A notification regarding the planned delisting was prepared and scheduled for distribution on XX/XX/year> to affected clients in the United States and XXXX. Although the notice was generated with the intent of alerting you in advance, it unfortunately did not reach your inbox despite your notification settings being enabled. We sincerely regret that this communication did not reach you and understand how receiving that notification in time could have affected your ability to manage your holdings differently. ''

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