Average
447 reviews
Etana CustodyHonesty, pricing, process and quality scores appear once 5 customers have rated them.
Etana’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 Rated Honest, with an average rating of 3.1 out of 5.
447 approved reviews, newest moderated first
Naila V.
Posted
Happy with support provided by Jack Swain, very quick and efficient. Thank you
Response from Etana Custody· Jul 22, 2021
Naila, Thank you for taking the time to write this review! The support specialist handling your case will be glad to answer any further questions or concerns you may have! ^JN
Jeff
Posted
Hi there. Straight up, I'm writing this in the hopes of getting a response to my ticket and a resolution for withdraw 625772931 from Kraken. Kraken advertises Etana's withdraws as "instant". After a half dozen withdraws, I can confirm that Etana's withdraws appear to be 10-14 days, but that is with Constant engagement from me, I have no doubt the many stories below of 1-2 months are quite accurate without constant followup. I have no reason to believe Etana is fraudulent, although the behaviour right now is unbelievably similar to my Quadriga account before they went belly up. What's up Etana? What's the actual holdup that customers are experiencing here? It's not a coincidence with the rating on Trustpilot. The first step is admitting you have a problem. Are you understaffed in administration? Is the bank creating obstacles? Is there an audit going on? I can sympathize that any legit company who deals in crypto will be dealt unnecessary roadblocks. Some clarity around this would be very helpful because current service levels are very Quadriga-like and it would be good to understand how this situation is different, thank you. EDIT: This issue was dealt with very shortly after posting on Trustpilot. Rating is bumped up to a 3, as the help is appreciated and it is good to know that there is a method of getting resolution. It is very hard to give a rating higher than 3 when a wire transfer takes 2+ weeks. But, at least if you get in a jam there is a way to get it resolved and that is something.
Response from Etana Custody· Jul 21, 2021
Hello Jeff, We appreciate the feedback and we are sorry to hear that your experience has been less than ideal. Support requests are being processed by our support specialists and we apologize for any delay. We are constantly working to improve response times and user experience. 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 in further detail. Thank you for your patience and understanding! ^JN
Laurence T.
Posted
Ryan and Sabrina were great. Both very helpful in helping me locate my lost deposit. Excellent service.
Response from Etana Custody· Jul 20, 2021
Hello Laurence, Thank you for your positive feedback!
Miguel I.
Posted
On 14/07/21 I sent euros from my Binance account to my Etana account. They say it's instant. This is why they charge you 0,1% fee. But 5 days later I'm still waiting. The euros have still not arrived to my Etana account Binance says from their side everything is done. Etana don't reply me. What can I do? I made a ticket in english (238895) and another in spanish (239293) but still no answer!!!
Response from Etana Custody· Jul 19, 2021
Hello Miguel. Apologies for any inconvenience you have experienced. We are currently investigating your case and will reach out to you via ticket # mentioned above shortly. We appreciate your patience and understanding! ^JN
Bertrand C.
Posted
I have sent a mail to support (request 238264) to ask for info to use this service a couple of days ago without any answer. I have then created an account and now waiting for verification without any answers. I understand the delays due to the situation but this lack of response from support and the lack of communication means sounds like a disaster so I might just pass on this company. I mean on which century are you guys living??? No chat for customer support, no telegram, no facebook. Only way seems to be trust pilot. Is that a joke??????
Response from Etana Custody· Jul 16, 2021
Hello Bertrand, We apologize for any inconvenience you have experienced. We have escalated your case to one of our support specialists, and they will reach out via the Ticket # mention above. If you would like to check out our Facebook page, here is the link: https://www.facebook.com/etanacustody/. Thank you for your patience and understanding! ^JN
Vladislavs Z.
Posted
Initial 1 star: Absolutely 0 customer service even for existing accounts, tickets may be stuck for months, and no reminders help. I expected the service to get better over a couple years, but it rather got even worse (non existent in fact). Updated 4 stars: In fact this channel seems to be working out well for escalations. All my tickets have been resolved, appreciate the prompt attention to negative feedback. Disappointing that normal channels are left without care, but good to know that here I can get very prompt escalation, thank you.
Response from Etana Custody· Jul 15, 2021
Hello Vladislavs, Apologies for the delay in response. We have escalated your case to a support specialist, and they will be reaching out to you shortly regarding your pending inquiry. The specialist will be able to answer any additional questions or concerns you may have. Thank you for your patience! ^JN
Davidian
Posted
this is the second review that i write about Etana Custody... ...if in the first one i wrote about patience (and delays), but everything went well and fine at the end of the story... ...at this time i fear to have some trouble more than the past... SO: i've made a banktransfer the 16th of May then i leave my place for a while, far away from the pc and job and my ordinary life i came back right yesterday and today i can see that after two mounths nothing happens on my account... i don't know if i have to follow with patience and trust in your company...and i'm very afraid of this because in our first deal everything was fine (with a litlle bit of patience) what a pity..... how can i say more?????????????? EDIT: the number of the request is 215127 * to be honest, the support team of Etana is alive and they are answering to my emails, and this is good, for the moment... i know well that they have a lot of work to do and it's crazy to pretend that they fix our problems in a second, so for today i want to be good and add another star to this review. ...right now i'm waiting that their bank traces back my banktransfer...i hope to fix it in the next days... anyway it seems that Etana has a complicated way to manage the founds (??!!), but fortunally i can wait... my only purpouse now it's to get my money in my account, but for today i'm still full of trust in their work and i hope to edit this review with 5 stars as soon as possible...
Response from Etana Custody· Jul 14, 2021
Hello Davidian, Thank you for reaching out, and apologies for the delay you have experienced. There are a couple of circumstances that could be the reason for the delay. If you can send us the email associated with your Etana application OR the Zendesk Ticket # you have opened, we can investigate your case. Thank you! ^JN
Shah
Posted
I was waiting for my account verification after submission of the required document. I contacted customer support and the very next day I got it done. Thanks for the prompt action.
Response from Etana Custody· Jul 7, 2021
Hello Shah, You're welcome, and thank you for your patience during the onboarding process! ^JN
