Bitcoin Forum

Well...It looks like my Mt Gox account was hacked and since I have gotten no response from MtGox in about a week on this issue I am assuming that they are not going to do anything about it.....I have tried the "recover my password" on their site several times and have not gotten any emails....All I get when i try to log in is invaild password which I know I have the correct password....Anyone else have or have had this same issue with them?  if so, any tips on what I can do to get the problem resolved?  Be nice if there was a way to contact them that they would actually respond to...... I am only a small time miner due lack of $ for larger equipment and I was stupid and had my entire life savings of BTC in my MtGox account....Might not seem like much to most of you but 10BTC takes me awhile to mine with my miner...

On that note, not begging but if anyone feels like helping a brother out send to here:  18yW4SFefrAGgaSg2o4WZf8CtRAUQCWvbw



Thanks 

I'm not seeing a problem logging in... :-\

Are you saying that you already opened a ticket and the ticket has not received a response?
  https://support.mtgox.com/anonymous_requests/new (https://support.mtgox.com/anonymous_requests/new)

I opened a ticket last week end when I was unable to log into my account.....The only response I recieved back from them told me to do the "recover password" part on their website.....I responded back to them and told them that I had and had not gotten the password email from them.....I have not heard anything back from them since and I have emailed them about 6 or so times over this past week about this issue.....I can't get them to respond back with what my next step is to be able to access or just close my account and recover my funds and BTC I had there.....

I have since opened a Trade Hill account and that is what I will be using from now on due to MtGox doing me the way that they are doing me on this issue.....

I just opened up another ticket on this same issue today to see if that helps...

When it appears that I am missing messages that I should have received i check my spam folder and more often than not ... that's where the messages ended up.  Perhaps that is what is occurring?

You might wish to, in the followup ticket, ask Mt. Gox support to confirm that the e-mail address you think is associated with your username is still intact as if it has been changed, then that would explain why the reset password message isn't making it to you.

I always check my spam folder and nothing there from MtGox....As for the second ticket and asking them to confirm my email, I opened a second ticket and it wa close with the only response from MtGox saying that it was a duplicate ticket....I have not heard anything more from them and I have sent them more emails.....What a piece of shit company they are....Hopefully enough people read this and move their accounts to TradeHill or another "on the up and up" trading site.....

Due to an ongoing criminal investigation directly related to your account, we are unable to provide any details at this point. You'll receive an update once more information are required or if the investigation ends.

This is Bull shit......I should not have to use this form to get you guys at MtGox to respond to me.....Nice customer service, MtGox....Mean while, I still can't access my account and don't really have a clue what is going on with it....Nice job.....NOT

yep guys he's laundering 10 BTC! Get him!

Wow.  So much for confidentiality.

You would think a much better response would have been:  Check your PM.

Yep.

Its not bullshit, stop complaining.

I talk to MtGox customer service every night Go to irc.freenode.net, join #MtGox and Query one of the admins or mods (MagicalTux, ect..)
If you query during Japanese business hours, someone will respond within minutes.

The same thing happened to my personal account today. I have a few thousand USD in my account and now I can't access my own money. No message from mtgox, nothing. Looks like my account has been deleted.

Hi, did you open a ticket that we can check this out? If so could you please give me the ticket number (here or PM, as you like) that I can check this further? (All answer will to this will be replied via our support platform)

Regards

Yes I did, now I know what the situation is. Basically what happened is that I voulanterely decided to verify my account, so I sent you the scans, you didn't like the scan quality and disabled my account.

My mistake, I should have never decided to verify the account and all would be ok.

To everybody reading this: Never try to verify an account that has positive balance. If there is anything wrong with the scans, they will disable your withdrawal options. But hey, you can still deposit new money, that part works just fine, lol.

I just want to vouch for Unsquidly as an honest person in this thread.  If any sort of criminal activity is occurring with his account, I am quite sure it was by others.

Also - I would echo the fact that his laundry should not have been publicly aired.

You have to understand that it is important to get scan and other documents in perfect quality to make sure who's who, also remember that this measure is to make sure that the BTC and other assets are handed to the correct persons. I am sure that if you send us proper documents everything will be in order.

PS I you can't imagine how many fake or expired document we receive from people and sometimes for the same account! So please understand that our goal here is to protect you, nothing else
PS II Send me your Ticket Number via PM and I'll check personally this matter.

Well....Week three of this whole deal and still no word from MtGox as to when, if ever, I will have access to my account and my BTC again.....This is bull shit customer service....No emails, pms on here or anything except their litte bits of "lip service" on this and a couple of other threads.....

How about an update, MtGox and maybe let's try something a little more private this time.....

Send me your ticket number by PM to reconfirm the situation.

Regards

PM Sent

Ok, Thank you, we've checked, again, and we can only re-confirm what MagicalTux said to you last time. So basically we will contact you once the situation has been cleared by the authorities one way or another.

This shit just keeps getting better....Now I am being told that their is a problem with the documents that I sent them....I am sure there is a problem with them since I have not sent them any documents......No one ahs asked me to send MtGox anything so I have not.....Do you guys at MtGox have any clue how to run this business?

We are now checking all activities on your account, give us some more time that we can get into the bottom of this.

Seems to me like you guys have had plenty of time already....I have told you what happened....Should not be all that hard to look at what email address is attached to the account and read what I have sent you and see that my account has been hacked and the email address has been changed to one that is not mine....I am sure that what ever BTC I had in there is long gone by now also since you guys have taken so long to act on this.....

FIY regarding unsquidly's matter, the problem has been located we will not comment further on this matter on the forum, but the investigation will continue and be focused on the person or the group of person involved in this and we hope to quickly restore unsquidly's account shortly.

OK...So....MtGox finally agrees with me that my account was hacked....It seems that the hacker provided them with a forged US passport and maybe some other documentation that was either fake or forged....Not bad....It only took them about three weeks to figure this out....LOL...Not let's see how long it takes them to get me access to my account again....I wonder how long this processes would have taken if I had not called them out in the forums?  This is no way to run a business....

I will keep this thread updated as I get more information from MtGox for anyone that is interested...

That is not surprising at all.
I'am still waiting on numerous support tickets from 5 months back!

Well...I finally got access to my MtGox account last night and it looks all funds were placed back....Finally.....This took way too long to resolve....I wonder how much longer it would have taken if not for this forum thread?

Well, you are lucky that you got anything back.  I had my account hacked (about a week ago) all of my $ traded to BTC, and withdrawn.  Lost about $1k.  The hacker changed my account email address and password, all without any confirmation to my original email account.  I found out because I received an email stating there was a withdrawal from my account, I immediately replied asking that my account be frozen and that I did not authorize the trade.  I couldn't log in to my account nor could I recover my password (since my email was changed).  Anyway, they closed my several support tickets and refuse to help me in any way.

Hi MSIN

We are sincerely very sorry to hear that you have been a victim of this kind of fraudulent activity. From the information we have it looks as though your private data was stolen and used to gain access to your account to change your password. You can contact us for more info.

Despite your belief, Mt.Gox has not been hacked in any way and trading on Mt.Gox is still safe/secure. The way in which your account was taken over proves this point (again, you can contact us for more details).

That all being said, regrettably, it is to late for us to do anything with respect to recovering your funds.

Besides general security tips (strong passwords, not clicking links in emails, not opening unfamiliar attachments) to try and avoid this from happening again, our only suggestion is to buy a Yubikey. If you are not familiar a Yubikey operates as a 2-factor, one time password and thus, will make your account impervious to these types of attacks as the attacker would require both your password and the physical key to gain entry. Us asking you to buy a Yubikey may seem like salt in the wound after you've been victimized like this, however it is our sincere suggestion that you get one if you continue on as our customer or even if you decide to join a different exchange.

We also hope that this experience will not turn you away from using bitcoin in the future.

Wow, this is the most customer service I've ever seen from you.  It's amazing how much effort you put forth to keeping your name clean but won't do shit when you're security is compromised.  The first thing you should do is remove, "Please contact us as soon as possible by replying to this email if you did not request this withdrawal."  from your withdrawal notice, because I did reply, and you didn't do a thing to help me. 

wish i would have read this thread before i started using mt gox.
just started getting into bitcoins the other month and left all of my 110 bitcoins on there exchange.
signed in the other day to withdraw 10 bitcoins and got some "your account needs to be verified message"
didnt think much of it untill i saw what they were asking for. ive sent them emails and opened up a support ticket yesterday but havent gotten any real answer from them other than the normal sorry for the inconveince letter.
i even opened up another thread on this forum about it but havent heard anything back yet
https://bitcointalk.org/index.php?topic=56384.0

im very disapointed to read all this AFTER it happens to me but thats usually how it goes.
If i dont get my account back im pretty sure ill jus give up on Bitcoin all together wich is something i really dont want to do

I hope mt gox will do the right thing and make sure people get there money back in "a timely fashion" as bitcoin is rapidly changeing in price value and there is nothing that can compensate for lost time, not even a free Yubikey  :'(

Welcome to the club. After almost 1 month, my money is still not available for me to withdraw.

I wanted to test that the transfer systems actually worked to get money out.  So, in December, I was able to withdraw a significant amount of money via:

Bitcoinica -> MtGox -> Dwolla -> MY BANK

It all worked and just took a few business days to get real $ back into my bank account.  I feel satisfied that it's not all a house of cards where money goes in and can never get out.  The longest delay was a few days waiting for "manual approval" at Bitcoinica for a large $ withdrawal (Zhou was traveling, I think, which slowed down customer support on Bitcoinica in December).

Too bad I sold my BTC at $4 to do this test :-(

I was able to withdraw my money in the past also. Then I decided to verify my account, sent the scans, there was a problem with a scan quality, so they locked my account with large amount of money in it. A month has pased since... nothing, and I have done everything they asked me to.

It could be worse- you could have your money stuck in Tradehell like me!

MR. Mark Kapeles,

I no longer want to be a member of your exchange. Please return my money and delete my account.

Maria.