Consumer complaint received 2026-04-22 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Wrong amount charged or received — 
Company: Payward Ventures Inc. dba Kraken
State: WI

Complaint narrative:
Summary : Kraken forcibly liquidated my cryptocurrency holdings ( XXXX tokens ) at an unfair rate during a delisting process, resulting in a loss of approximately {$7800.00}. Krakens process offered no meaningful way to protect my investment, and their internal complaint process has denied my request for fair compensation. Background : Between XXXX and XX/XX/XXXX, I accumulated XXXX XXXX XXXX on XXXX XXXX at a total cost of approximately {$8200.00}. I was an active trader and never sold any XXXX I held the position as a long-term investment. Timeline : XX/XX/XXXX : Kraken sent a single email notice that XXXX ( along with 9 other assets ) would be delisted. The email was generic, sent from a no-reply address, and contained inaccurate deadline information. XX/XX/XXXX : Kraken disabled all XXXX trading and deposits. XX/XX/XXXX XX/XX/XXXX : Kraken claims a withdrawal window was available. However, XXXX had no active market on any other exchange during this period. The withdrawal option was not viable there was nowhere to withdraw XXXX that would allow me to sell it. XX/XX/XXXX : Withdrawal window closed. XX/XX/XXXX : Kraken forcibly converted my XXXX XXXX tokens to XXXX USDC ( approximately {$440.00} ). XX/XX/XXXX : I filed a formal complaint with Kraken support. XX/XX/XXXX : Kraken acknowledged my complaint and stated a specialist would investigate within 15 business days. XX/XX/XXXX : Kraken denied my complaint, stating the liquidation was based on market conditions and that they can not make exceptions. The Core Problem : Kraken created a situation where I had no meaningful options : Trading was disabled I could not sell my XXXX on Kraken Withdrawal was offered but XXXX had no market on any other exchange Liquidation was forced at a rate of approximately {$0.00} per token, when I had paid approximately {$0.00} per token This is a 94 % loss on an investment that I had no ability to protect. Krakens withdrawal window was a false choice there was nowhere to withdraw XXXX that would allow me to recover my investment. Medical Circumstances : During the entire delisting window ( XX/XX/XXXX through XX/XX/XXXX ), I was undergoing multiple surgeries and recovery as a XXXX veteran. I was not in a position to monitor financial accounts or take action. I disclosed this to Kraken during the complaint process. They acknowledged my circumstances but stated they can not make exceptions. Documentation Available : Complete XXXX transaction history showing all purchases and the forced conversion Kraken delisting notice email ( XX/XX/XXXX ) Screenshots of the forced conversion transaction All correspondence with Kraken support Krakens formal denial letter ( XX/XX/XXXX ) Resolution Requested : I am seeking fair compensation for the difference between my documented acquisition cost ( ~ {$8200.00} ) and the liquidation proceeds ( ~ {$440.00} ), totaling approximately {$7800.00}. Alternatively, I am seeking a full explanation of how the conversion rate was determined and why it was so far below my acquisition cost. Previous Attempts to Resolve : I have exhausted Krakens internal complaint process : Filed support ticket on XX/XX/XXXX Filed formal complaint on XX/XX/XXXX Received denial on XX/XX/XXXX Replied requesting escalation on XX/XX/XXXX 2026

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