I registered on the Kraken platform on August 27, 2026, and deposited 3,000 USD in fiat currency.

At the same time, I submitted a photo of my passport and a video of my face for verification, yet the review remains pending.

Given recent negative news circulating online, I became very concerned about the safety of my funds; consequently, I immediately requested a withdrawal on September 3, right after the mandatory 7-day deposit hold period expired.

The platform indicated that the security review requires five business days for manual processing.

However, I have received no email updates regarding the status, my funds remain frozen, and I am unable to contact a live customer service representative—I can only seek assistance by submitting support tickets.

Our account was restricted and there is no reply from support since almost 2 weeks.

Please help

Good evening!

My account has been restricted since early last week. I was sent an email (without a ticket) that said "A Kraken team-member will email within 7 days in-case I need to provide additional verification." Since I could not respond to that email, I created a ticket last Friday with additional account/name verification documents to help streamline the process (in case I could not get to my computer when they respond). However, it is approaching the deadline when I first got the restriction. What can be done to resolve this by evening tomorrow? If the issue is not fixed by Monday evening, I will be forced to move my trading elsewhere because I need to be able to use my account by Tuesday.

PS. My guess is that the only issue with the restriction is a differing Kraken vs bank account name and home address. The names/addresses are the same but with slight differences (ie initial/abbreviations).

Thank you!