Disclosures

Alaska

For Alaska Residents Only:

If your issue is unresolved by Payward Interactive, Inc., 1-888-837-8818, please submit formal complaints with the State of Alaska, Division of Banking & Securities.

Please download the form here: 

https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf

Submit formal complaint form with supporting documents:

Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

If you are an Alaska resident with questions regarding formal complaints, please email us at

[email protected] or call Nine Zero Seven Four Six Five Two Five Two One

Arizona

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may

complete an Online Complaint Form as stated on the File a Complaint against a Financial Institution or Enterprise page.

AZ e-Licensing Portal for filing a complaint
AZDFI Consumer Complaint Portal: https://elicense.az.gov/ARDC_FileComplaint

Arkansas

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file the completed complaint form by e-mailing [email protected] or by mailing at:

1 Commerce Way, Suite 402 

Little Rock, Arkansas 72202 

Telephone: (501) 324-9260 

Facsimile: (501) 324-9268 
For additional information please refer to the How To File A Complaint page for the Arkansas Securities Department.

District of Columbia

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file it by contacting the Department at:

District of Columbia Department of Insurance, Securities and Banking

1050 First St., NE, Suite 801

Washington, DC 20002

Phone: (202) 727-8000

Fax: (202) 354-1085

E-mail: [email protected]

Consumer Complaint Form Mail-in Version

Florida

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file it by contacting the Florida Office of Financial Regulation at:

Online: 

https://flofr.gov/sitePages/FileAComplaint.htm. To file your complaint, you will need to register electronically through Online Services. A valid email address is required.

Or 

By mail: 

Florida Office of Financial Regulation - Consumer Finance 

200 E. Gaines Street, Tallahassee, FL 32399-0376

Telephone: (850) 487-9687

Georgia

Licensed by The Georgia Department of Banking and Finance. (Lic. # 66683/ NMLS# 1843762).

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc. money transmission activity, you may contact the Georgia Department of Banking and Finance - Consumer Resources at (770) 986-1633.

For more information please refer to https://consumer.georgia.gov/resolve-your-dispute/how-do-i-file-complaint. To file a complaint with the regulators, you may securely do so with the Consumer Financial Protection Bureau, an agency of the federal government, at http://www.consumerfinance.gov/complaint/ or by telephone at (855) 411-2372.

Illinois

Illinois Division of Banking
If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file it online with the Illinois Division of Banking at https://idfpr.illinois.gov/admin/banks/dobcomplaints.html.

Kansas

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file it by contacting the Office of the State Bank Commissioner. 

1) Complete consumer assistance PDF form 

English: https://www.osbckansas.org/consumer_files/complaintform.pdf

Spanish: https://www.osbckansas.org/consumer_files/spanish_complaintform.pdf

2) Mail or fax the completed consumer assistance form and attachments to: 

Kansas Office of the State Bank Commissioner 

Attn: Consumer Affairs 

700 SW Jackson St, Suite 300 

Topeka, KS 66603 

Fax: (785) 371-1229 

Email: [email protected]

If submitting electronically, submit your complaint here: https://www.osbckansas.org/consumers/file-a-complaint/

KS e-Licensing Portal for filing a complaint 

KS State Bank Commissioner of Kansas Complaint Portal: https://www.osbckansas.org/consumers/file-a-complaint/

Louisiana

If you have a complaint, please contact Payward Ventures, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file it by contacting the Office of Financial Institutions.

All complaints must be submitted in writing. To file a complaint, please complete the complaint form and send to OFI (http://www.ofi.state.la.us/) by mail, email, or fax. 

Please note the following disclosures associated with virtual currency:

Virtual currency is not legal tender in the United States and is not backed by the United States government. Payward Interactive, Inc. is not a bank or depository institution insured by the Federal Deposit Insurance Corporation and virtual currency is not subject to Federal Deposit Insurance Corporation or Securities Investor Protection Corporation protections.

Legislative and regulatory changes or actions at the state, federal, or international level may adversely affect the value of virtual currency.

Transactions in virtual currency may be irreversible, and accordingly, losses due to fraudulent or accidental transactions may not be recoverable.

Some virtual currency transactions may be immediately effective when recorded on a public ledger, which is not necessarily the date or time that the customer initiates the transaction.

The value of virtual currency may be derived from the continued willingness of market participants to exchange legal tender for virtual currency, which may result in the potential for permanent and total loss of value of a particular virtual currency if the market for the virtual currency declines or collapses for an extended period of time.

Any surety bond required by law for the benefit of customers may not be sufficient to cover all losses incurred by customers.

Customers should perform research before purchasing or investing in virtual currency.

Maryland

If you have experienced any problems or difficulties with your transaction(s), please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file a complaint by contacting the Maryland Department of Labor.

The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding Payward Interactive, Inc. NMLS ID: 1843762 by contacting the Commissioner's office at: 500 North Calvert Street, Suite 402, Baltimore, MD 21202, or (888) 784-0136.

Minnesota

To make a complaint, please make a call contacting the following:

Minnesota Department of Commerce

85 8th Place East, Suite 208

Saint Paul, MN 55101

(Local) 651-539-1500

(Complaints) 651-539-1600

MN e-Licensing Portal for filing a complaint:

MN Department of Commerce’s complaint page:

https://mn.gov/commerce/consumer/file-a-complaint/

Mississippi

The Mississippi Department of Banking & Consumer Finance recommends that you attempt to resolve your complaint with the financial institution first by contacting Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us to allow the opportunity to resolve the issue(s). If you still have an unresolved complaint regarding Payward Ventures, Inc.’s money transmission activity, you may file your complaint online at https://dbcf.ms.gov/complaint-form/

MS e-Licensing Portal for filing a complaint: 

MS Banking & Consumer Finance complaint page: https://dbcf.ms.gov/complaint-form/

Nevada

Virtual Currency Disclosure

Payward Interactive, Inc is licensed by the Nevada Department of Business and Industry as a money transmitter. At this time, the Nevada Department of Business and Industry does not license or regulate services related to virtual currency, including but not limited to virtual currency transmission or exchange which may be conducted by Payward Interactive, Inc.

Nevada Consumers

If your account has a Nevada mailing address, we are providing this notice pursuant to Nevada law. If you prefer not to receive marketing calls from Payward Interactive, Inc. and wish to be added to Do Not Call List, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have further questions and need additional information, you can contact the Bureau of Consumer Protection, Office of the Nevada Attorney General at:

Grant Sawyer Building, 555 E. Washington Avenue, Suite 3900, Las Vegas, NV 89101

Telephone: 702-486-3420

Fax: 702-486-3768

Attorney General’s Bureau of Consumer Protection Hotline: 702-486-3132

email: [email protected]

North Dakota

If your account has a North Dakota mailing address, we will not share personal information we collect about you with non-affiliates unless the law allows, or you provide authorization. Written authorizations from North Dakota consumers may be delivered to us at the email or mailing address below and must contain your name, address, signature and your consent. You may revoke your consent at any time by calling us at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us, or by writing at the addresses below: 

Payward Interactive, Inc.

106 E. Lincolnway, 4th Floor

Cheyenne, WY 82001

Pennsylvania

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us.

If you have an unresolved complaint you can file with the Consumer Financial Protection Bureau, an agency of the federal government, at http://www.consumerfinance.gov/complaint or by telephone at (855) 411-2372.

For more information please contact the Pennsylvania Department of Banking and Securities (https://www.pa.gov/en/agencies/dobs.html; Tel: 1-800-722-2657).

Tennessee

Payward Interactive, Inc. is licensed by the Tennessee Department of Financial Institutions as a money transmitter.

Virtual Currency Disclosure

The Tennessee Department of Financial Institutions does not regulate virtual currency. Tennessee’s Money Transmitter License and the required surety bond do not cover the transmission of virtual currency. However, any company that offers to exchange, administer, or maintain virtual currencies for sovereign currency may be subject to state regulation and licensing as well as federal regulation. To verify a licensed Tennessee Money Transmitter, please click HERE or visit the NMLS Consumer Access website HERE.

Texas

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, please direct your complaint to: 

Texas Department of Banking 

2601 N. Lamar Blvd. 

Austin, Texas 78705-4294 

Toll Free: (877) 276-5554 

E-Mail: [email protected]

Fax #: (512) 475-1288 

TX e-Licensing Portal for filing a complaint: 

Texas Department of Banking complaint page:  https://www.dob.texas.gov/money-services-businesses/how-file-complaint

Vermont

If your account has a Vermont mailing address, we will not share personal information we collect about you with non-affiliates unless the law allows, or you provide authorization. Written authorizations from Vermont consumers may be delivered to us at the email or mailing address below and must contain your name, address, signature and your consent. You may revoke your consent at any time by calling us at 1-888-837-8818, or emailing us at https://support.kraken.com/hc/en-us, or by writing at the addresses below: 

Payward Interactive, Inc.

106 E. Lincolnway, 4th Floor

Cheyenne, WY 82001

Virginia

Virtual Currency Disclosure

Payward Interactive, Inc. is licensed by the Virginia State Corporation Commission as a money transmitter, but such license does not cover the transmission of virtual currency (Bitcoin).

Washington

Washington Division of Consumer Services

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file it online with the State of Washington Department of Financial Institutions at https://dfi.wa.gov/consumers/money-services-complaint.

Wisconsin

If you have a complaint, please contact Payward Interactive, Inc. at 1-888-837-8818 and/or https://support.kraken.com/hc/en-us. If you still have an unresolved complaint regarding Payward Interactive, Inc.’s money transmission activity, you may file it by contacting the Wisconsin Department of Financial Institutions online.

WI e-Licensing Portal for filing a complaint: Wisconsin Department of Financial Institutions

Complaint Portal: https://www.wdfi.org/contact_us/ComplaintDefault.htm

Virtual Currency Disclosure

The Wisconsin Seller of Checks law does not regulate virtual currency. Therefore, such transmissions are not covered under the Wisconsin license.