Bitcoin Forum

Near the start of September I tried to withdraw 100 Bitcoins from Mt.Gox and got the message:

 "Your account is currently pending review, please contact aml@mtgox.com"

Did so and was asked to supply copy of passport, copy of utility bill.

I have now sent these _THREE_ times and have had no response at all.

Does anyone know how to get Mt.Gox to action this - or are they simply 'never going to allow me to withdraw' (steal) my bitcoins?

Hello cdb000,


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.

Could you please quantify 'slightly'? I first sent scanned documents on 15th September - this is now 21 days ago.

Please resubmit your documents here: http://www.mtgox.com/forms/verification

2 files uploaded. Can you give me a timescale please -- as you can imagine, I am getting quite upset having now submitted documents _FOUR_ times over a period of THREE weeks.

For what it's worth, I am quite happy for you to convert the dollars in the account into Bitcoins, then send me all the Bitcoins using the address to which I have previously withdrawn Bitcoins, then close and delete the account.

We apologize for the delay. Our team is currently reviewing all documents and processing users in queue. Your account will be approved very soon.

 Could you  P L E A S E  quantify -- "soon" is maybe 5 picoseconds to a particle physicist, or maybe 5000000 years to a geologist.

 What does "soon" mean when the word is used by Mt.Gox Support ?

 

think of a time-frame which seems ridiculously long to you, and then add 10%.

that's what 'soon' means to mt gox support.

to mt gox support: i highly suggest you set up an AUTO-responder on aml@mtgox.com that tells people about that verification url. i suspect most people only find it by chance.

That's not fair - I had to deal with them numerous times over the past few months and never had to wait more than one day until my issues were resolved (including reviewing documents for the AML department).

In my experience they were always very responsive and helpful.

awesome :D this is the first time in more than 3 weeks i have ever heard of anyone anywhere having their aml documents reviewed. thanks.

I am impressed - how did you achieve this? Please give me step-by-step instructions everything I have tried for the last 3 weeks has been an abysmal failure.

We apologize for the delay all users have been experiencing with getting their accounts reviewed. We have set up a new system to approve all requests which should speed up the process. Please visit http://www.mtgox.com/forms/verification if your account has not been approved yet.

 I conditionally accept your apology for the unnecessary delays.

 I have visited http://www.mtgox.com/forms/verification and uploaded files, as I stated in an earlier post in this thread.

 W I L L   Y O U   P L E A S E   R E S P O N D   T O   M Y   R E Q U E S T   F O R   A   T I M E S C A L E ?

 I have asked several times now, and every time you answer in terms of a meaningless generality. Please give a real answer, even if only to tell me that you are not going to give a real answer.

 Am I to expect the process, which has already taken 3 weeks, to take

   Another day?
   Another week?
   An additional month?
   A year?
   Forever? (equivalent to you stealing my BTC)

 Also, what are the rules for this stuff? I have been trading Bitcoins on Gox for many months, and have been able to withdraw both Bitcoins and cash. Then, one day, for no obvious reason, without any warning, I am told that my account is pending review and I have to jump through hoops. Can you tell me what triggered this so I know what not to do again?

 To be honest, I do not think it is unreasonable for customers of a currency exchange to be given a clear statement of the rules, and notified, with opportunity to withdraw if unhappy, when/if the rules change.

 



 

Sure - I transfered money on Sep 9 (Friday), didn't show up on Tuesday like expected so I shot them a mail, 21 minutes later I got a reply stating that I needed to submit documents for the AML department. I sent them on the same day in the evening to aml@mtgox.com and 10 hours later I got a reply that my funds got credited (which they were indeed).

A few other (non-standard) requests/inquiries were also handled within hours.

Of course, YMMV but I am pretty sure they are not delaying anything on purpose!

I attempted to withdraw 100 BTC on (I think) about 12th or 13th Sept and got the "please contact aml@mtgox.com" error message (on the same page as a statement that I can still withdraw 100 BTC)

I sent am email and got a reasonably fast response.
On 15th September I sent documents and heard nothing.
On 20th Sept I emailed a request for progress and got no reply.
On 1st October I sent documents again, and requested acknowledgment. No response.
Earlier today I sent documents again by email, and via web page , and another email requesting acknowledgment... we'll see.

Is there a thread anywhere that compares the various Bitcoin exchanges. Are any of the others better than Gox? I have been with Gox since last year and was willing to be forgiving whan Gox was hacked as I think everyone should be allowed one error, but I think I have now lost the willingness to forgive -- rudeness has no excuse. All I want from Gox now is the return of my money.

Mt.Gox: You are asking me to prove to you that I am not dodgy, so I ask you to prove to me that you are not thieves by returning my cash. I will then go away and never bother you again.

We are processing more of the requests tomorrow, so your account should be verified (if all necessary documents are in place) within 24 hours.

 Thank you for the clear answer.

 Any hope on this:

It would be nice to know what to not do again!

how will we know when this occurs? does the account say 'VERIFIED' somewhere in the profile?

or do we just need to keep attempting withdrawals until the 'pending' message goes away.

If it's any consolation,
It took me multiple tries to get my limits raised also.
I actually tried again recently to raise my BTC limit more (they should have someone ready to do this quickly because there are no AML requirements associated with withdrawing Bitcoins), and never heard back so just said forget it.
Overall Gox has only lagged on upping my limits.This seems to be where they are most unresponsive.

Same here - my AML was approved relatively quickly, but that was a couple months ago.  Asked to raise my BTC withdrawal limit over a week ago, but still no dice.  Although they did reply to ask if I had already sent in my AML info (shouldn't they know that?)

hearing all this, the customer service should definitely be improved fast at MtGox

well, i got an email today saying it's verified!

on the one hand: hooray, thank you!

on the other hand: W T F ??

the verification page at https://mtgox.com/forms/verification very specifically said becoming 'verified' status would increase my limits by 10x

now that i'm actually in verified status, that message has been removed.

could someone who is not yet verified please quote the exact wording on their verification page?

Mt.Gox Account Verification

Please use the below form to submit identification documentation to apply for a “Verified” and/or “Trusted” account status.

“Verified” Accounts are eligible for monthly/daily transaction limits of up to 10 times the default limits.

In order to apply for the “Verified” account status please attach a copy of your government issued photo ID (passport, permanent residence card or driver’s license)and a scan of your monthly utility bill (power, phone, TV, gas, water, etc.).


“Trusted” Accounts are eligible for monthly/daily transaction limits of up to 100 times the default limits.


In order to apply for the “Trusted” account status please mail a notarized translation of your government issued ID (E.g. Your passport or driver’s license) and a copy of your monthly utility bill to

Mt.Gox AML
Cerulean Tower 15F,
Sakuragaoka-cho 26-1, Shibuya-ku
Tokyo, Japan
150-8512

Any information submitted is subject to Mt.Gox's privacy policy and as such will not be shared with any 3rd party, corporate partner, or agency external to Mt.Gox under any circumstances. Documents collected via this form will be accessed by Tibanne's staff only. Please note that we will only release your information if we are subpoenaed by the Supreme Court of Tokyo.
Be aware that once this form has been submitted, all attached documentation will be reviewed. This process may take up to 5 business days to complete, and you will be notified of the outcome of this review.
One identity can only be linked to one account. If you have more than one account and wish to apply submit AML information for all of your accounts you will need to contact support (support.mtgox.com) to merge your accounts first.

After we have reviewed your submission an email notification will be sent to your registered email address.

Notes

    * Submitting a bank statement is not valid proof, the attached file *must* be a utility bill or a residency certificate.

    * The attached or sent ID needs to be legible, if it is not you will be required to start the AML process over again.

    * The name on this document(s) must be in latin characters, if it is not we require a notarized english translation to be mailed to us.

    * If you are attaching a utility bill it *must* be less than 3 months old as of the time we receive it.

Please provide your details below

well it seems this is a very misleading statement.

as soon as you become verified, they pretty much retract it.

my verified account says this:


and says nothing about the "10 times" limit anywhere anymore.

(also i confirmed my limits by attempting a withdrawal, and yes i was shown an error when trying to withdraw more than $1000)

Has anyone heard more about this?  I've got the error now and I don't know if I'll be able to withdraw my Bitcoins in the time frame I'd like.  So now, without this knowledge, do I trade or wait?  Seems the smart thing to do is let people know to verify themselves BEFORE they want to withdraw their $'s or BTC's.