Etana CustodyEtana’s industry-leading suite of custody and trade support solutions allows clients to manage global currencies, crypto currencies and digital assets from a secure environment linked to a range of service providers. We reduce counterparty risk, increase capital efficiency, and mobilize assets across venues for exchanges, institutions, investment professionals, and individuals, all the while providing unrivaled security. Our high compliance standards give clients peace of mind, knowing their assets are protected and secure.
Etana Custody (etana.com) has 447 customer reviews on Five Star Index, with an average rating of 3.1 out of 5.
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Vittorio
Useless, they never accept or reject my applications, it has been weeks. They don't answer emails either.
Response from Etana CustodyAug 17, 2021
Hello Vittorio, We're sorry to hear about your experience so far. I have requested additional information through Trustpilot. If you can provide your Ticket # or email associated with your Etana application, we can look into your case. Thank you. ^JN
Marcel
Applied for an accout, all forms filled out 3 days ago, no response, same state. Sorry guys, in the age of digitalisation it's completely inaceptable. I know others were waiting monthes for approval. I dont trust to this company to deposit my money. Will cancel my account with kraken when process does not progress within next few hours.
Response from Etana CustodyAug 17, 2021
Hello Marcel, Apologies for any inconvenience the delay may have caused. I have requested additional information through Trustpilot. If you can provide your Ticket # or email associated with your Etana application, we can escalate your case. Thank you. ^JN
Jaxon B.
Impossibly poor service, impossibly long wait for approval. Terrible organization, DO NOT USE. Absolute Mickey Mouse trash. I began their "Approval Process" on February 2, 2021, and jumped through every hoop they asked me to, and gave up in May 2021... and today 8/10/21 more than 6 months later, I get some weak, sad, half-hearted email saying that "They know it has taken awhile for approval, but you are now approved..." What a joke. Long ago I went with someone else, and have done well without your silly little service. Go with ANYBODY else for your trading services ...and to the guy or gal tasked with responding to these reviews: Don't bother replying with a generic "We're so sorry you had this experience..." spend your time handling the myriad of customer issues you obviously have, and work to improve your service & experience for your current customers before you waste time with excuses and insincere apologies. You're not sorry. Your overwhelming negative reviews speak for themselves. Lip service is just that. You somehow fail to comprehend that in the financial world, delays like you consistently and commonly experience can cost investors thousands or millions of dollars. You have zero credibility and I am out thousands of dollars because of your delays, when instead I could have tried a reputable company and not wasted weeks swimming through the quagmire that is your syphilitic approval process. I find it absolutely ridiculous, but not surprising given my own horrible experience, that so many people only get their "issues" addressed if they make a public complaint here or elsewhere?! I guess Etana only cares about their customer when they are forced to leave a bad review, but are happy to dupe and leave you hanging and out thousands or millions of dollars unless you complain publicly. -110 stars
Mufazzal K.
I have raised several tickets on an exchange account linking approval and got absolutely no response for over 4 weeks ... very disappointing!!
Response from Etana CustodyAug 9, 2021
Hello Mufazzal, We appreciate your patience and apologize for any delay in response. I have requested additional information through Trustpilot. If you can provide your Ticket # or email associated with your Etana application, we can escalate your case to a support specialist. Thank you. ^JN
A crypto hedge F.
Personal account denied for no reason. Rude customer support will not explain why. I have accounts with a number of regulated exchange and about 20 banks. Etana is a joke, stay away! I understand that you need to show to regulators that you reject some account applications in order to look good before their eyes. However, you should train your employees to properly identify those to reject, not to choose randomly. I have a $20m crypto portfolio and I would have been a good client for you. I pay taxes in a EU country, can show tax returns, origin of funds etc. Like I did with all the other exchanges. Businesses that turn away good customers should be exposed and avoided. I tried to open an account only because they are the only option with Kraken for USD. Update: this is their useless reply: based on our current KYC/AML guidelines, we regret to inform you that we cannot proceed with opening your account at this time. We do not disclose specific information regarding rejected applications.
Response from Etana CustodyAug 2, 2021
Hello, Sorry to hear about your experience. In certain circumstances, we are required to reject accounts due to regulatory guidelines. If you would like to provide your email or ticket #, we can investigate your case further. Thank you for your understanding. ^JN
uco M.
can't do anything, it's been months my account is waiting for approval and they don't even answer my messages. Complete scam my ticket# 210533 Update: they finally solved my problem and I'm in the way to make the first withdraw. The fact that I had to come here and complain to make it happen it's not something I like.
Response from Etana CustodyAug 2, 2021
Hello Uco, Apologies that your experience has been less than ideal. I have requested additional information through Trustpilot. If you can provide your Ticket # or email associated with your Etana application, we can escalate your case to a support specialist. Thank you. ^JN
Rafel de la M.
In the best case they reply the day after. Average = 4 to 5 days They are unable to solve a simple problem like returning the funds to the original bank. The only channel for support is email! Besides, it seems to be only 2 people for all cases. There is no phone, chat, nothing, only emails. 20th Century Etana! I strongly encourage you to stay away from them if you are not US resident!
Response from Etana CustodyJul 29, 2021
Hello Rafel, We apologize for any inconvenience you have experienced. Your case is being investigated and the support specialist handling your case will reach out to you asap! Thank you for your patience and understanding. ^JN
Jaime
Support team takes an eternity to answer to my questions. I'm trying to fix a problem in my account for more than 10 days without success... I can't move my money... For now 1 star, if everything works out quickly after this review, I add more stars to Etana. Ticket ID: 237926
Response from Etana CustodyJul 27, 2021
Hello Jaime, We apologize for the delay in answering your inquiry. We have escalated your case to a support specialist and they will reach out shortly via the Ticket ID mentioned above. Thank you for your patience and understanding! ^JN
