Bitcoin Forum

Hi,

I am not able to withdraw anything from bitcoins or dollars from mtgox.

Getting below message:
Your account is currently pending review, please contact aml@mtgox.com

Do I need to send any documents?
Also, why is it under review in the first place?

Please help

Well, the first thing I'd do would be to contact mtgox.  If that doesn't work, I think I would then check any of the dozens of other identical threads here on the forums to see what the other people did.

send them a copy of your passport and a copy of a bill with your adress

What's wrong with this picture?

The fact that a lot of people over a period of months have reported problems getting money out of Mt. Gox is a major red flag.

Inspite of repeated attempts to know why account is under review, there is no clear reply :(

You know what throws up a major red flag for me?  You posted in another thread on the exact same subject, so you know perfectly well that this is an automatic system intended to reduce fraud.  And you also know that it gets resolved more or less promptly and to the satisfaction of the users.

So, do you have a hard time remembering things that happened 4 whole days ago (https://bitcointalk.org/index.php?topic=44583.0;all)?  Or are you just a gigantic troll?

Out of curiosity, do you use a yubikey? I wonder if yubikey users are also affected by this additional checks.

You can read my topic (https://bitcointalk.org/index.php?topic=45249.0)

It's up to you, but now only one way to unlock your account is to email them (aml@mtgox.com) your
1. login
2. photo ID (if you don't have ID with english name you may be got a problem here)
3. utility bills with your address
4. and anything they want later.

Only a gigantic troll or a complete idiot would say that a company complying with anti-money-laundering regulations "raises a red flag." Sure it's inconvenient, but you're placing the blame at the wrong doorstep. This is one of the problems that Bitcoin solves very well, which makes every use of an exchange to obtain USD or some other fiat currency terribly ironic.

I've been a customer with MtGox for over a year.
More than a week ago they put my account under 'pending review'.  I submitted the requested documents.  I have followed up with emails.  I am in their problem ticketing system and I am still unable to withdraw even one btc.

I don't know if that "raises a red flag" but it sure is an inconvenience and poor customer service.
 

I am suspicious of any money-handling business which unexpectedly shows difficulty in paying out funds. (This includes PayPal. But at least they have stated policies. I wonder if Mt. Gox is running short of cash when something like this happens.)

Same here, very frustrating.

The exchanges have repeatedly had problems with having their accounts containing user funds closed or frozen.  By now they should all have contingency plans for dealing with this issue because it's a foreseeable one and trying to fly under the radar when they adopt new deposit taking or payment processing methods does nothing to prevent it.

Likewise, users should also realise by now that if they choose to use unregulated exchanges there's a non-trivial chance that at some point they'll find access to their funds frozen because the exchanges have run afoul of either AML laws or the anti-fraud measures of the services through which they are channelling payments.

It's probably time that the exchanges explicitly stated on their websites that they cannot guarantee their users will be able to withdraw their funds "at call".  I'm quite sure that most people won't bother to read any product disclosure statements or expanded terms of service, but at least full disclosure of the circumstances under which users might not be able to access their funds immediately might cut down on the number of threads complaining about delayed withdrawals, additional user verification requirements, etc.

Dude, what the hell are you doing here as a moderator? They've got job openings at the NSA.
Oh wait you're already working for them, PR department. My bad.

Just like the police always foils a new "terrorist plot" when it's time for elections.

Any exchanges other than Gox?

I've also had a very nasty frozen account issue with MtGox as they dealt with this whole issue very unprofessionally. You don't impose new defacto Terms of Service on your clients unilaterally before letting anyone realize what's going on much less agree to them. I got almost sick because of worrying and lack of sleep (I had a large $um of money with them) and I'm running with my cash and coins forever as soon as I get a chance.

As a sad general observation, I think the Bitcoin economy is quickly transforming into a traditional banking one, and that within a few months it'll be hard to buy or sell coins without handling personal information. Even MtGox which is technically a Japanese company clearly caved in to major banks and/or US government bullying. This could ultimately lead to the project's failure just like e-gold and others failed when the American government cracked on them. A new wave of price dropping has already started.

TradeHill had issues with Dwolla and it's also had issues with its Australian banks requiring compliance with AML legislation.  World Bitcoin Exchange states on its website that its unlicenced and that it will comply with all AML and CTF legislation (which covers identity verification requirements).  MtGox has had issues with PayPal, its French banks, and now Technocash in Australia. 

Many of these issues are now predictable and the exchanges need to be more open about the probability of them occurring rather than allowing their users to believe that the exchanges are somehow exempt from the usual financial services laws and practises which apply in the jurisdictions in which they operate.  They can't operate effectively without local bank accounts and those bank accounts are subject to local laws.  Period.  When the exchanges didn't offer local deposit and withdrawal facilities, people complained that getting funds to and from the exchanges was too expensive and took too long.  Now they're complaining about the exchanges operating like other local financial services providers.

The exchanges themselves will almost certainly be faced with the choice of becoming licensed and regulated or ceasing operation in some locations in the future.  As the primary purpose of a business is to make money, limiting their operations to only locations where they can operate totally unregulated might not be a viable business model for the long term.  While many exchange users might prefer that the exchanges continue operating in legally grey areas, the future value of the exchanges to their owners is somewhat linked to their legitimacy.

I think there are plenty of grounds on which to criticise the exchanges, but it's important to remember that people have the option of trading Bitcoins over the counter if they don't want to provide personal information or risk their deposits being frozen if they don't provide it.  The exchanges don't need to be the be all and end all of the Bitcoin economy.

The thing is, I HAVE provided all the personal information that mtgox requested, and my account is still blocked for withdrawals. 

I'm trying to reduce my exposure to mtgox, but they've beat me to the punch.

This is where I believe it's bad business practice to offer support exclusively via IRC and email.  MtGox is large enough now that it should offer phone support during set hours which are well publicised as well as committing to having someone in IRC at specific times each day.  "When we get around to answering your emails" is not an acceptable customer support model.

Looks like they're having another problem too.


 https://support.mtgox.com/home

Database problems in businesses which have your money don't exactly inspire confidence.

Am I the only one who thinks providing personal information to a relatively unknown company whose whole database was breached 3 months ago was a bad idea?

I think the bad idea was believing that the exchanges wouldn't require that information sooner rather than later.

this pretty much mirrors my exact experience lately, too.

Mt:Gox have a lot of money they need to refund to the credit card companies. What better way to raise these funds than to block access to people's accounts and use their BTC and $$$ reserves to pay the chargeback bills?

Also, sending photographic ID and a utility bill to a company who has very close ties to Bruce? lol.

I'm so glad I got out of MtGox when I did.

I requested a withdrawal of $1000 last Friday, and I just checked my account (nearly 1 week later). The money is still on my MTGox account, and the withdrawal was cancelled !

And, I had no notice of freezing of withdrawals !!

Of course, it may have gone into the SPAM folder. I rarely ever touch that.

I have just emailed them with the details of the transaction. Now to pray :)

There are international collection agencies. Cross-border debt collection is a routine operation today.

(Note, though, that many "international collection agencies" found on the web are just lead generation services. The usual legit deal for collection is that the agency takes 15% - 25% of the recovered amount, and no collection, no fee. Some of the slimier operators want a percentage of the original amount, which means they get paid first.)

Just in case my account has been suspended I have just sent the required scanned identification papers to:
aml@mtgox.com

as per: https://support.mtgox.com/home   SECURITY MEASURES EXPLAINED

They use the same bank as me, so hopefully there won't be any issues.

What's really worrisome is that Mt. Gox has offered three different excuses for not paying since September 22. (https://support.mtgox.com/home) "Currently, Paxum withdrawals are delayed due to insufficient funds in our Paxum account", "Technocash has closed the Mt.Gox National Australia Bank account and the Mt.Gox Bank West account.", and "Please be aware that due to the sudden increase in AML requests, processing of submitted documentation has become slightly delayed."

Mt. Gox may be in financial trouble.

Also, Mt Gox's problems with Technocash are Mt Gox's problem, not the end users'. If Mt. Gox has money stuck in Technocash, that doesn't mean they get to delay payment to Mt Gox's customers.

Has anyone out there successfully withdrawn cash or BTC since this withdrawal problem first came about ?

Mt Gox could be licensed out the wazoo in Japan and it still wouldn't exempt them from having to comply with financial services legislation in other locations. Paypal Australia, Technocash, Western Union, etc don't hold Australian Financial Services Licences for shit and giggles - they do it to minimise the possibility of their bank and/or other financial institution accounts being shut down, which would put their local operations out of business if not resolved quickly.

+1

Good question.  My concern has reached a new level.  Sure would be nice to be able to pick up the phone to call them.

I just did a withdrawal from mtgox to Dwolla.  Took about 10 minutes to go through and confirm.

Then again, I'm not a raving anti-mtgox conspiracy nut, which pretty much makes me a paid shill by the standards of this thread.  So I don't expect anyone to believe me, nor to try it with their own account.

That's encouraging.


Really?  After being a customer with them for a year I'm now an anti-mtgox nut for wanting to be able to access my own money in something less than a week after providing documentation?  What would be 'reasonable' customer service in your view?

reasonable customer service would be email reply within 48 hours, regardless of the account status.

Phew! I believe you :)

EDIT:

I just noticed I have received an email from Mt Gox, saying to try the withdrawal again:

http://retrospacehopper.com/downloads/msg%20from%20Mt%20Gox%20re%20withdrawal%20cancelled.jpg

I'll redo the withdrawal now, and update this thread with the result.

Mt Gox Customer Service says: (https://support.mtgox.com/home)

"[OUTAGE-12717] International Wire Deposits Delayed

Mt.Gox Support Sep-26 • Support / Outages

Due to an unknown cause, International wire deposits made to our HSBC account cannot be located within our database at the moment. This will delay all deposits made previously and and in the future until further notice. Issue is currently being investigated and an update will be followed in 24 hours."

That was back on the 26th.  It's the afternoon of the 29th in Tokyo now. Yet Mt. Gox hasn't updated their status message.

Something is very wrong.

Would it seriously kill them to hire a dedicated customer support representative to respond to people's queries directly instead of just posting messages on their website?  Their attitude towards customer support has got to be costing them more per week in lost business than employing someone in that role would cost.

Edited to add that they now have a support account registered for the forum.

https://bitcointalk.org/index.php?action=profile;u=42942;sa=showPosts

Let's hope that person gets around to participating in this thread soon.

.. and that they won't bullshit us with well-written formal words that don't actually convey any meaning.

My withdrawal request has not been cancelled so far :)

My account was under review after the phishing attacks due to multiple ip log in. Took about a week for them to get things back to normal with some emailing back a forth, but my withdrawals to Dwolla takes only minutes.

Take a deep breath and write them an email expecting at least about two day delay or log on to #mtgox support channel on freenode and speak directly to MagicalTux or Neo about your concern. This is probably the fastest way to get some answers.

I hope all of you guys can get your access to your funds asap.

you got a reply from aml@mtgox.com ?

my last reply from them was *2 weeks* ago!

so someone recommends i leave a personal message for mark in irc... did that on thursday, friday and now today.

i've also last week sent a PM to 'mtgox support' on this forum, who also said they forwarded my issue to support.

It took 4 days for me to first hear from Mark after sending my first email on Sept.10 to aml@mtgox.com

I did see a pasted irc chat saying they had over 2000 account flagged for review due to earlier phishing attacks, so I wasn't too worried though at the time.

likewise mark sent me a reply fairly quickly after my first email to aml. he asked me for a utility bill, but that was two full weeks ago and haven't heard anything from them since, even though i've sent multiple IDs and multiple proof of address.

they could at least reply and say what else (if anything) is required of me.

instead i'm left completely in the dark as to what's going on with the account.

Same here, submitted the docs, no reply :(
This isnt good

I suspect a cash shortage at Mt. Gox. They're supposed to have 100% of the customer's cash that they claim to have on deposit.  Maybe they don't. 

As a money transfer service, not a bank, under Japanese law they're required to keep customer cash separate. Failing to do so is theft.

They have had to pay a lot of chargebacks to different providers, so of course they don't have 100% of their customer's money any more.

Mt. Gox's management has to pay losses out of their own capital invested, not customer funds. If they dip into customer funds for that, it's theft.

Hello Mt.Gox Users,

Please be aware that due to the sudden increase in AML requests, processing of submitted documentation has become slightly delayed. We thank our users for their continued patience and support as we adjust to the requirements which have been obligated upon Mt.Gox.

it was suggested by neofutur on irc that i need to wait 2-10 days after my last email (last thursday) for an outcome.

so hopefully 'slightly delayed' means 3-11 days  :(

You should probably edit the announcement on your site to include estimated time-frames for processing.  Most people are going to expect a "slight delay" to be a day or two, not a week or more.  They'll deal with the reality if you're open about it upfront, but they're going to feel misled if you're not.

Wait, I just saw this. AML = Anti-money laundry? So you are already giving data about your costumer's to governments? That's the reason for all the sudden requests on documentation?

Did you at least warn all your costumers of what's going on? If governments are already gathering data from bitcoin exchanges, this is of huge importance.

The documentation in question is held on a secure data store. Any submitted information will not be shared by any third party under any circumstance, except where Mt.Gox is legally obliged to do so at the instigation of a police investigation.

Not sure if I like the sound of that...

It's this sort of issue that Bitcoin was invented to solve. If you're taking USD then you're part of the problem, not the solution. :P

Has any "instigation of a police investigation" already taken place? If no, do you intend to communicate when it happens?

I made two other questions on another topic, if you would care to answer I'd appreciate. I copy them here:

Do you warn your costumers, before they join (+ an e-mail to all those who joined before such policy change), that they may be required to provide identification in order to use your services?

In case not everyone has agreed upon this rule of "you may need provide IDs", what will you do to somebody's frozen account if the owner rightfully denies to provide you his IDs?

It isn't necessarily the police who enforce AML laws in a given location, so I think you need to be careful about how you frame your policy.  You need to make clear in your policy that the accounts which hold user funds could be at risk of being frozen in some locations if MtGox doesn't supply user information to the financial institutions holding those funds upon request. 

i've just found out about https://mtgox.com/forms/verification

i wonder if people who have merely sent email to the aml address, will need to resubmit using that form.

I'm curious about people who have Insurance, Bank and other bills, but do not pay for Utilities themselves? I'm in that situation. I pay a flat rate for my residence that includes utilities.

Why are Bank Statements not "good enough"?

Why aren't more people concerned that MtGox may be illiquid and is using AML as a means to shore up their own accounts?

They have no published AML rules, and nothing listed on the site regarding their policies and procedures.

Is it time to start the process and file complaints with the Japanese government? I have a feeling that MANY people are keeping silent, not wanting to cause a fuss, and that this is a MUCH bigger problem than people are realizing.

People, MtGox could in fact be insolvent. What next?

-Jonathan

I'd honestly like to see a thread about AML/CFT requirements in which all of the exchanges participate because it's going to be an ongoing issue and it would be nice to see some standardisation of verification/identification requirements among them. 

It's entirely possible that different nations in which they operate use different systems for verifying identity (Australia has a "100 points" system which is used by financial institutions, government departments, and other organisations to verify identity and which requires specific types of documents from different groups, which combined must establish who you are, your date of birth, and your current address).  The exchanges need to be clear if their policies are going to vary according to the location of the user and whether they may need additional information from users in the future.

Until the exchanges produce accounts which have been audited by reputable third parties to industry standards, people have the choice of accepting their solvency on faith or not dealing with them.  Users know that the exchanges are unregulated and they need to make decisions about their financial exposure based on all the information they have about each exchange, including the fact that they may have few legal remedies available if an exchange becomes insolvent/disappears.

I have thousands of bitcoins frozen by mtgox for almost a month now, I sent them my documents two weeks ago but they have been ignoring me.

I definitely have the feeling my money is being used for something that I am not being told.

+1 I feel your pain. 

I'm wondering at what point it makes sense to book a ticket to Japan and investigate what is really happening with my money.

Am I the only one who thinks that accusing an exchange of being insolvent because they need to comply with the law a little over the top?

I understand they are a "bitcoin" exchange, but they still need to operate within the law in Japan regarding AML. If they shut down for something trivial like this then how long do you think your funds will be locked up then with police investigation? I'm just saying that they covering their behind is good for the community in the long run imo.

Are many people who wish to stay completely anon frustrated and annoyed to comply? Certainly, I'm sure. But is spreading FUD without any evidence other than assumptions the way to get your money available faster? I think not. I don't see how worrying and making the worst assumptions is going to help either party here.

There's a fine line between suspecting and making public accusation; there's also a fine line between being cautious and being stupid, given what has happened to various exchanges.

I'm happy to report that my account has finally been unfrozen.  More than 2.5 weeks but at least it happened.  I successfully transferred some btc OUT of MtGox.

Lucky you. Just curious, what's the new daily withdraw limit after this episode?

Still 100 btc/$1000 daily, but I didn't ask for an increase there.

I did ask for an increase to the monthly limit but I don't know yet if they did that for me.

OK.
Finally, I got my account unlocked.  :)
The daily/monthly BTC & USD limit still remains the same though. :(

Hello Users,

Please wait until we set up a new interface for users to request withdrawal limit increase.

Is there ever a response from MtGox support which doesn't amount to "wait"?

They're constantly stalling on paying out dollars. That's why I suspect Mt. Gox doesn't really have all the customer cash they should.

I think you're spot on, Nagle.

The thread below points to some serious incongruity in MtGox statements. It's appearing more and more likely that MtGox has significant unfunded liabilities.

You'll all notice that every challenge to MtGox is simply met with the AML verification link, even for currently 'verified' customers. They apparently had large Dwolla withdrawals in the past 24-48 hours from newly unlocked accounts, yet they've ignored all other withdrawals from accounts that were already verified. I spotted this discrepancy and they simply replied that WiseOldOwl should send in his documents, and that he'd get his account unlocked (it wasn't locked in the first place) within 24 hours.

Cookie cutter responses, dodging questions, answering questions with responses that are out of context.

Sad day. People may want to get ready for a 50-80% haircut in a minute.

https://bitcointalk.org/index.php?topic=47169 (https://bitcointalk.org/index.php?topic=47169)

I wonder how much the big exchanges are stepping on the toes of those who have made a bit haul (e.g., MyBitcoin, allinvain, the Polish exchange, B7, and on and on) and want to cash with some modicum of privacy?

I remember one of the interviews with the Tradehill guys where they told customers to give them a ring and chat before they would release a great deal of currency.  Sounds like the customers got pissed off but never did give them a ring.  I would assume that Mt Gox has roughly the same policies, and I have always assumed that both are perfectly willing to work with any law enforcement agencies who might have been convinced to look into some of the thefts.

I guess the 'big' thieves are going to have to be using exchanges like B7 to try to cash out (chuckle), and those who have not managed to liquidate already must be getting pretty irritated and desperate as the price continues to fall.  That's about the close to 'justice' as can be achieved in the Bitcoin world I suppose.

---

BTW, I've always wondered how much Mt Gox _really_ paid for the Polish exchange.  I wonder if they did not 're-fund' the accounts with some of the funding which was already in the accounts.  Not that it would have necessarily have been a pre-planned thing on the part of Mt Gox, but after the deed was done it could have been a useful exit strategy for the thieves to sell the exchange and the funds at a discount and in fact the users who got ripped off came out well too.

5:35 in Iowa, and no money transfer to my Dwolla yet...

yeah to be honest, i'm getting worried.

after weeks of 'pending' i felt quite relieved to become verified, but anxiety returned when i learned their '10x limit increase' statement was wrong and i still have to withdraw bit by bit.

I'm not sure that I'd trust any of the exchanges to cease operating and return all user funds/BTC if their businesses are not longer viable due to falling revenues.  I doubt that any of them have the kind of significant reserves which would allow them to "tough it out" for an extended period - they're all fairly new and the period when high volume and high price was giving them good revenue was fairly short.

Well, we're going to find out. The volume in currency on Mt. Gox is declining steadily. It's about half what it was in August. The amount of cash in the system is dropping as the price of Bitcoins drop.  (You might think that as the price of Bitcoins drops, the cash would remain the same and more Bitcoins would be traded, but that isn't what's happening. There's probably even less money in the market than there appears, since the 'bot traders are mostly trading the same funds back and forth.)

It's not the exchange's money. They're just custodians of it.  Mt. Gox is at best a money transfer firm under Japanese law, and money transfer firms in Japan are required to keep customer funds separate from their own funds. If they haven't done that, it's theft. Unlike a regulated bank, a money transfer firm in Japan is not allowed to do fractional reserve banking.

We know who runs Mt. Gox. (http://www.linkedin.com/in/karpeles): Mark Karpelès. If it comes to that, we know who goes to jail.

Meanwhile, get your cash out of Mt. Gox. If they're honest and have all customer cash and Bitcoins, it won't hurt them. If they're not, better to know sooner than later.

This is the issue. We know they are supposed to have all funds at all times.
They have given a couple contradicting reasons as to why this is happening. Bottom line is, why the **** are they not telling us exactly what happened? They are not Goldman Sachs, do they think that a number like 400,000 is to much to handle? Just say it, " we are behind about 400k and waiting for it to transfer. it was transferred from a to b on x, will clear on y. WTF

I just moved 127 BTC out of MtGox without any trouble.  Of course that's not a lot of money and I had to do it over two days because of their 100 BTC per day limit.

I think if I do any more trading for a wile it'll be over at Exchb.  It's not as fast but at least David will respond to an email.

Phil

Good to hear, but nobody is disputing they have bitcoins available. The issue is dollar solvency.

Its like gox got hacked by some info stealers lol.
There answer to every problem is -
"Send us your full identity, and a bunch of supporting documents"


Also, i see natalie, adam, etc. from gox but they aren't stating exactly what the hell happened??

-Too many currency withdraw options.
-Open Court Case in France.
-No Liquidity on Dwolla (the major funding method)
-Europeans want SEPA but aren't getting it really

Any more to add...

Adam gave a relatively lengthy explanation on reddit which addressed how their AML verification process came to fuck up so badly.  My personal viewpoint is that they knew they'd have to verify a large volume of accounts and they should have hired dedicated staff for that purpose rather than letting those 1000+ emails sit in Mark's inbox until someone got around to dealing with them, but not acting until something reaches crisis point is typical of how MtGox has reacted in the past.  They seem utterly unable to foresee potential problems and incapable of acting quickly to resolve them when they occur - and that suggests that the resources at their disposal are frighteningly limited.

You forgot

- Australian user funds in Technocash currently frozen

WOW, technocash is frozen too??
This is ultra suspicious.

well, i just got multiple withdrawals landing in my bank account today.... thank you mt gox for not screwing me over.

but yeah i forgot about technocash too... i think i have one withdrawal ($1000) tied up with them as well.

The Technocash accounts were frozen because money from stolen credit cards was laundered through the MtGox accounts.


It's absolutely standard procedure for Australian financial services providers to freeze accounts without notice under such circumstances - they can get into deep shit themselves if they don't - so I have little doubt that MtGox is telling the truth about why the accounts were frozen.  I'm not sure that MtGox entirely understood just how tough Australian AML and CTF laws really are though and the measures they needed to have in place to minimise the possibility of their accounts being frozen in the first place.

The Technocash freeze could pose an interesting problem.  Technocash's terms of service specifically state that if they are requested or required to assist law enforcement or other authorities in investigating suspicious activity on user accounts, they can charge the account-holder a "departmental assistance fee" equivalent to the hourly rate charged by liquidators and that they can deduct that fee from the balance of the user's account without notice.  Them doing so could mean that when the balance of the account is eventually released to MtGox, it may no longer be sufficient to cover the total user deposits the account contained when it was frozen and Gox may need to make up any difference out of their own reserves.

My observation is that MtGox has often rushed to adopt new payment options when things have gone wrong in the past and I suspect that they haven't always taken the time to clearly understand everything about the foreign environments in which they're operating and how local regulations might apply to their business.  I've seen them use the "we told them upfront about our business but they closed our accounts anyway" line more than once now (they used it regarding the French banks too), suggesting that they don't really understand that risk monitoring is an ongoing process for financial services providers and that those providers will take action in accordance with any changes of perceived risk even though that information is explicitly stated in the terms of service of financial service providers.

Actually we had to implement tighter checks on accounts to reduce fraud in Australia. However due to past deposits continuing to be reverted by the remote banks, Technocash decided to block our account, probably resulting in more reversals.

On the other side, in France, our french bank suddenly started to think that bitcoin is a virtual currency, and because of this believes we are doing something illegal as we are not registered as a bank, and therefore can't handle virtual currencies. We have explained that bitcoin did not fall within the definition of "virtual currency" under french laws, but they closed our account anyway in an illegal way, no wonder we already won 3 times against them in court.

We do understand the risks involved when accepting payments for goods we send we cannot recall. We are not a financial service provider, but we are required to implement the same kind of protections because of the context (instant delivery of bitcoin and no way to call back).

i had to laugh at your post count mark, considering how much trouble i had trying to contact you on irc.

https://i.imgur.com/WHfjk.png

Really? You are complaining about customer service based on how many times someone posts? Why don't you just do your business through Atlas or any other 17 year old HERO member on this forum?

I think he was referring to it being 404, which is the error number when the DNS of a website doesn't resolve and it can't be contacted not to how often Mark posts.

Thanks for pointing that out. It is good to see humor in this thread.

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1.  Our Dwolla account has been refilled and this issue appears to be resolved.  All withdrawals are now going through.  If you believe that you have any withdrawals that have not been processed, please contact us at the Mt.Gox Support Desk (https://support.mtgox.com/home) we will look into your transfer for you.

2.  Regarding the Technocash issue, if you have pending withdrawals to Technocash, please contact us at the Mt.Gox Support Desk.  You may request to have your withdrawal cancelled and your funds returned to your Mt.Gox account.  Then, you can withdraw through other methods such as international wire transfer.  As for deposits, our Australian customers may send funds to our HSBC account in Hong Kong while we are working to add other more convenient funding options. 

3.  The applications and documents for accounts that are pending reviewed are being processed daily at the moment.  Those that were sent to the aml@mtgox.com are also being reviewed.  Many of the accounts have been approved already.  As for the withdrawal limit increase requests, this will be another step of verification and these requests will be handled once our new interface is available. 

Thank you for your comment.  We appreciate all feedback from our users and we will pass it to our management group for consideration. 

Still nothing to dwolla.
Why put in a support request,
the withdraw request is the exact same request.

We do pass the ID in the SEPA transaction. If your bank is not showing it, there's not much we can do. It is however useful if you want to contact us to inquire on the transfer status.


Make sure to include your transfer reference so we can look it up.

In the support request, a Mt.Gox agent may make inquiries about your transaction to be able to locate your transfer in question and check the status.  Please submit a support ticket so that we could investigate this for you and resolve your issue as soon as possible.   

Got it, w/out the support ticket :) GJ Gox thks for at least coming through!

Yeah I have been in that situation with Gox where I am about to send Japanese ninjas after his ass and right after I get off the phone ...20K Liberty Reserve Payment Received. Thank You Gox!!!

Maria.

My Paxum withdraw is taking forever too. Was supposed to only take hours.
I give you guys until 1pm pst or I take my coins to TradeHill.

Don't hold your breath. I've been waiting 6 days for a measly $200 Paxum withdrawal.

As for Paxum withdrawals, we are working on adding more funds to our Paxum account.  The updates on the situation will be posted in the link below.  Our apologies for the delay and inconvenience caused. 

https://support.mtgox.com/entries/20526757-outage-12547-paxum-withdrawal-delays

I don't mind the security, but why wasn't I warned when I deposited monies?

I deposited, traded and attempted my withdrawal all in a matter of minutes so not an issue of a time lapse. Only when I tried to withdraw was I told my account was "under review"... and we're only talking about enough for a nice dinner out... not big $$$.

Guess I am awaiting for my support request "in the pile"...

Did anyone else get a "Invalid bitcoin address, please confirm your input" message when trying to withdraw Bitcoins?

And yes, I tried multiple addresses which I confirmed to be in fact valid.

I am having the same problem.

Hello,

We have been investigating the problem of invalide address during bitcoin withdrawals and now the issue is resolved.  Sorry for the trouble. 

I was verified within 48 hours and part of that was the weekend.

While I hold to my position that you should be warned before you deposit, they are moving through what has to be a huge stack quickly.

If I was writing an automated system to detect activity that looked like money laundering, and it didn't flag this activity, I'd be fired.

So, let me suggest a money laundering definition - every activity that isn't profitable enough for the institution you're trading with...

Pending Paxum withdrawals have now gone through.  If you are still missing any Paxum withdrawals requested earlier, feel free to contact us at the support desk (https://support.mtgox.com) and we will look into it for you. 

Hmm, MT Gox cancelled my withdrawal request I made back on the 29th of September. they cancelled it on the 12th of October!

This is the 2nd time they cancelled the request ! And they have documented proof of who I am, and they said that they did not need this.

This all seems very dodgy to me.

Has anyone been able to withdraw bitcoins ?

Damn Mickey Mouse organisation!

yeah, i've been un-depositing bitcoins every day for the last 3 days, no problem.

I've been withdrawing and depositing BTC pretty much every day with no problems.  Finally got my Paxum withdrawals through as well.

Getting my withdrawal limit raised is another matter though.  Been waiting 28 days for that (and I've been "AML verified" for months now).

are dwolla withdrawals taking awhile again?  it's only been a couple days but prior to this I was used to seeing the deposits show up in an hour or less from mt gox > dwolla

LOL, I am seriously not impressed with this Mt Gox lot. I raised 2 tickets regarding the withdrawal of funds. The first querying why my withdrawal request has been cancelled for the second time, and the 2nd asking if I am selecting the correct options for withdrawing funds.

They closed both tickets, merging the 2nd ticket with the first ! And gave me the following answer:


DEPOSITS !!!

The problem is with WITHDRAWALS!! LOL, megga fail !

The linked article although dealing with both deposits and withdrawals did not shed any light on the matter :(

From reading the previous posts in this thread, it is good to see that withdrawals of some sort are working.
Considering that, it makes me think that perhaps I am doing something wrong.

I am withdrawing funds to HSBC in the UK, and have been selecting "International Wire" from the options. Anyone know if this is correct ?

I could try Liberty Reserve if they allow people from the UK. Dwalla only allows US citizens :(

Not only are they blocking withdrawals, I deposited into their Chase account over 53 hours ago and no sign of my deposit anywhere. The copy of my deposit receipt I sent them went completely ignored. I keep on getting automated responses from their support team and completely different answers here on the board. Did Mt.Gox steal my money?

I do not recommend anybody to do business with them anymore.

If any of your Dwolla withdrawals are not going through, please contact the support desk.  We will look into it for you. 

We see that your limits have been approved.  Thank you for your patience in the process.

And receive an automated response.

Dwolla deposits should be going through now. If yours haven't, it is usually because we have to reprocess your transfer. So just open a ticket if you haven't, and we will do that for you :)

I have a Dwolla account but I rather not add it to my Mt.Gox account due to my M.I.A. Chase cash deposit that you guys won't pay attention to. Can you tell I'm extremely frustrated?  :'(

I do understand your frustration. Trust me, I'd be upset too. We are still processing all the pending cash deposits. We will let users know as soon as it is completed and credited to your account. We will try to improve the processing method so that it won't take this long for a cash deposit to process.

Thanks, went through instantly

All Chase deposits have now been credited to our users` accounts.  Sorry for the delay.  Enjoy trading and have a  nice weekend!

I've just created a Liberty Reserve account, and withdrew the remainder of my funds to that. Let's see if MTGox can screw that up, lol

Why am I laughing ?!?!

They've made me go insane  :o ;D >:( :D ::)  >:( :P

Your LR withdrawal has gone through successfully.  If you have any further problems, feel free to contact us at the Support Desk. 

I have an issue with BTC withdrawal.

I requested withdraw of 100 BTC to my local wallet. MtGOX show transaction number and said funds on their way. This was 8 blocks ago. And still no bitcoins  - neither in my client nor in blockexplorer.

Support do not respond.

WTF?

Does your transaction show up here http://bitcoincharts.com/bitcoin/ ?

No. And nothing in blockexplorer.

I also have been waiting for a withdrawal. I was given a transaction ID, but it appears this does not actually exist. Mtgox have been unhelpful to say the least, "We are experiencing some delays"

That's a lame excuse. Mt. Gox should have no trouble dealing with the current low volume and barely moving price.

I moved all my money into Liberty Reserve, and just this morning put in a transfer request to get that transferred to my UK HSBC account :)

PHEW ! Thank goodness that kerfuffle is over  ;D

I'll be using Britcoin from now on, although at this moment in time it is not worth my while to mine, so I am just monitoring the mining/trading situation.

Getting the same story from them on Paxum withdrawals.  Seems they are "delayed" more often than they are actually working.

Yesterday, I did a 45-BTC withdrawl, and it went through right away.  A few minutes later I did a much larger withdrawl (over 200 BTC) and am still waiting.  Perhaps the withdrawl delays are only affecting the larger amounts.  Has anyone tried a series of smaller withdrawl amounts and experienced no delays?

FYI - just did a 100 BTC withdrawal and a couple more 50 BTC withdrawals and all went through without delay.

FYI - just did a 100 BTC withdrawal and a couple more 50 BTC withdrawals and all went through without delay.
[/quote]

Thanks...my withdrawls seem to be working again as well.

Was told a few hours for a Dwolla withdrawal at most. It has been 18 hours. I emailed support and got an auto-response saying they were too busy to help me, but maybe in 2-3 days.

If I don't get my Dwolla tonight I'm not telling my customers to use Gox anymore.

If you can't handle clicking a button or whatever you have to do inside of a day then take down the damn message.

They probably ran out of money at Dwolla.  I know that happens all the time with Paxum.  At the moment Paxum withdrawals are delayed until at least Monday.

Of course they don't post that on their support forum... that would just be too easy.  Gotta leave us guessing :)

I've been paid.

If it fails occasionally and they come around within a day to fix manually I can live with that. The support message should maybe read differently, though I'm not sure how exactly.