Consumer complaint received 2026-06-12 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Payward Ventures Inc. dba Kraken
State: MA

Complaint narrative:
On XXXX XX/XX/year>, I signed up for a promotion on the website XXXX, which advertised a {$200.00} promotion for signing up for an account at the brokerage XXXX, and trading {$200.00} of cryptocurrency. I used the XXXX link to sign up for a XXXX account ( I had never had XXXX before ). ( The files XXXX XXXXXXXX promo screenshot show the entire text of these promotions. ) I then transferred {$300.00} to XXXX and immediately purchased {$250.00} worth of XXXX, completing the requirements for the promotion ( see attached screenshot XXXX XXXX XXXX XXXX purchase ). I have not sold or exchanged this XXXX. Because reviews of this promotion on XXXX reported frequent failure to receive the promised payout, I immediately contacted a customer service representative at XXXX to confirm that I had met the terms of the promotion. ( See attached screenshot tcb XXXX previous negative reviews, for other users examples mirroring my subsequent experience. ) The representative confirmed for me that I had completed the necessary steps for the promotion, and should wait for the payout at XXXX ( see XXXX XXXX - promo terms completion conversation for a pdf of the full interaction and XXXX XXXX - promo terms completion conversation screenshot for the most relevant portion ). XXXX indicates that such payouts should generally appear within 30 days of completing the requirements. After 30 days from completing these terms ( XXXX XX/XX/year> ), I did not see any indication on XXXX that my reward was pending. I used XXXX system to submit a missing cash claim, providing detailed information about my completion of the XXXX promotion ( see attached screenshot XXXX XXXX - missing cashback claim ). A month after submitting this claim to XXXX ( XXXX XX/XX/year> ), XXXX responded that the merchant ( XXXX ) had informed XXXX that I had not met the terms of the promotion. I continued to follow up and included proof that I had completed the described account creation and purchase at XXXX see ( see screenshot XXXX XXXX - challenging promotion denial ). I asked for clarification about what part of the terms of the promotion I failed to complete. XXXX provided no details about this ( see screenshot XXXX XXXX asking for promo denial reasons ). They instead offered a {$100.00} payout, rather than the originally promised {$200.00} ; I refused this reduced amount and continued requesting the promised payout or specific reasons why I had not earned it. I then attempted to reach out to XXXX customer service at least 4 times over the the next few months ( XXXX XX/XX/year> through XXXX XX/XX/year> ). These interactions involved the same interaction every time : I explained the details of the situation, including the fact that I had completed the terms of the promotion, received confirmation of this from a XXXX agent, and had not received the {$200.00} payout. Every time, I would be told by a XXXX customer support agent that they could provide me no further details at the time, or even acknowledge that the XXXX promotion existed, and that a XXXX service team was looking into my issue. After multiple interactions like this over months, I noted that no progress seemed to be getting made, and was again simply told that a XXXX team was looking into the issue ( for an example of these interactions, see 2026 XXXX - XXXX- last follow up about promo ). Neither XXXX nor XXXX have provided any information about why I am being denied the promotional payout, months later. A XXXX representative had confirmed that I had met these terms of the promotion in XXXX. These terms were extremely straightforward - make a XXXX account and buy {$200.00} of XXXX - and can be seen on XXXX XXXX at the following URL : XXXX XXXX XXXX XXXX XXXX

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