Bitcoin Forum

Since this morning I'm no longer able to login to my mtgox.com account. Someone changed my password and reset my e-mail address. I've got quite a lot of bitcoins and money in that account and I'm trying to save as much as I can.

I filled a ticket with the Mt.Gox support desk, but they put my ticket on 'solved' saying that "an other trade is still in progress" is a known issue that they are working on it. Every other ticket I opened got put on 'solved' by some bot.

I don't know what to do next. How do I get these guys to listen? Every 24 hours an other 1000 dollars will be gone (if there are any resources left at all) and they simply ignore me.

What do I do?

How do I get in touch with Mt.Gox? They are closing all tickets I send to them without reading them. Automated. I'm really getting frustrated.  I've 5200 dollars in that account and noone is helping me.

any luck yet?

good luck secmff

I guess this is a warning to the rest of us not to leave money in these places.   Support sounds nonexistant.

Have you tried their email address?

Just out of curiosity, if you can not log into your account then how do you know how much is going out or how much is left? I'm new..VERY new to this stuff and created an account at MT.Gox only yesterday.

He doesn't.  He just imagines that his account was hacked and he's losing his funds at the max cash out rate.

MTGOX has a new support system so it may take time

I really wish people understood what they are getting into with those bitcoin markets including mtgox.  ALL of them are purely basement outfits ran by a few guys that can disappear at any given moment. There is no safety nor legal protection like banks or brokerage accounts.  As such you should never leave large sum of money in those accounts, if you need to make a large trade, transfer the money/btc in, make the trade, then transfer everything out ASAP.  

I never leave more than $100 in those accounts, any btc i get i immediately transfer them out into my wallet.

Leaving $5000 in there is nuts.  I do hope you get some of the money back.

Along with what newguy05 said: I think people are approaching bitcoin sites with no sense of security with their information. You've got your pool account, forum account, and mtgox account. How many of those share the same email and password combination? Password replication is the one of the most overlooked thing on the internet today. If someone, somehow got one of those email/passwords, it'd be quite easy to guess which other bitcoin sites you use.

It does suck that you might lose that money, but leaving large sums of money not in a bank is asking for trouble. Even with paypal (with their great reputation for locking large sums of money from people), I wouldn't trust more than a few hundred.

You think that you have protection in a brokerage account?  MtGox is a real company in Japan, subject to real laws.  They could be liable for this person's losses, particularly if it was due to negligence on MtGox's part.

Still, you're right that no one should keep more in an online wallet service or exchange than they are willing to risk losing.

Thanks all for your replies. I was going to "cash out" most of my bitcoins. I thought, I'd just money transfer the whole thing away. But later found out that I can only do that at 1000 dollars a day. I've opened 7 calls with mtgox, but everyone of them gets closed automagicly, without any human looking at them. They have some other issue and assume every trouble-tickets is logged because of that.
I do hope someone here knows an other e-mail address or something so I can contact them more directly. Please PM me if you do.

I purchased bitcoins via bank transfer from Mt.Gox. Haven't seen the coins of or a answer to my ticket.

Well, you can try him on IRC, but good luck with that. He's MagicalTux on Freenode.

It would make a fascinating court case.  I do hope you find your money.  I'm guilty of trusting these organizations to much myself, tho I am very password security conscious...but as others have said, we really do know little about these organizations, and this new form of 'money' isn't exacly legal tender...how you you even prove you've been robbed?...trying to explain to a jury what bitcoins are...

No wonder Mt.Gox gets DDOSed all the time. I'm thinking about joining the attack. They still keep closing my tickets without reading them.

Try posting this here:
http://www.reddit.com/r/mtgox

@ Original poster
Situation is a bit different here, but could you please post in the topic at http://forum.bitcoin.org/index.php?topic=18050.0 as well?

I suspect that if your account got hacked you no longer have $5200 in your account.

I have no idea why someone would leave 5k in one of these accounts.  That is ballsy and without a good password its mostly your fault.  Good luck.

Because you can buy coins just right now if you decide you want to without having to wait days for your wire to clear.

Mt. Gox needs to add security features.  Pins and two-factor authentication would be a good start.

Imagine how much you'd have in your account if you sold a couple thousand coins ;)

This would be a very much appreciated feature. I like the idea of being asked for my PIN, which only may have 3 retries until the account gets blocked. Only question is, how do you reactivate the account if your email is compromised...

I would not leave it there for long. I was selling some coins and found out later that I could only send $1000/24hour back home. In any case, Mt.Gox has responded now to my ticket and as soon as they have a bit of time they will look into this. There might even be some resouces left. I'm starting to get a bit of hope.