Linda Support, Jun 19 00:49 (JST):
episking has joined the room
Linda Support 20:29:
Welcome to Mt.Gox Live Chat Support
episking 20:29:
Wire Withdrawal Delay Specifics
episking 20:29:
Hello there
Linda Support 20:29:
Hello, how may I assist you today?
episking 20:29:
I was told in a support ticket that my wire withdrawal would be delayed for 2-5 business days
episking 20:29:
I have read a statement about delays in SEPA transfers
episking 20:30:
but have seen no information regarding delays in Wire transfers...
episking 20:30:
can you tell me if the 2-5 business days is from the time I initate the withdraw
Linda Support 20:31:
not to worry, I will try my best to help you.
Linda Support 20:31:
Could you please provide the account number or account username to proceed further?
episking 20:31:
(ACCOUNT INFO)
episking 20:32:
Mostly, I'd like to know WHY bank wires are delayed
Linda Support 20:33:
Thank you for the information.
Linda Support 20:33:
May I place you on hold while I check your records?
episking 20:33:
certainly
Linda Support 20:38:
Thank you for being on hold.
episking 20:39:
of course
Linda Support 20:39:
On checking I can see that you have made a withdrawal on 2013-06-17 for $X.
episking 20:40:
Well, actually, I made a withdrawal on 2013-06-13 for $X
episking 20:41:
but it didn't go through, so I assumed there was something wrong, and re-initiated it
Linda Support 20:42:
It appears that our bank is still in the middle of processing the funds, and we will keep you updated once the transactions is processed.
episking 20:42:
your bank is?
episking 20:43:
The status still shows "Confirmed". The wires instructions aren't sent to the bank until it shows "Processed"
episking 20:43:
wire transfers are instant.
Linda Support 20:43:
All the withdrawals are queued and will be processed according to the queue. Once your queue is reached, the withdrawal will be processed and I will update you on this.
episking 20:43:
Queue?
episking 20:44:
Is the bank limiting the amount of transfers you can hav?
episking 20:44:
I've been a gox customer with large withdrawals for over a year, and I've never heard of a "queue" for wire transfers....
Linda Support 20:44:
Our bank has a daily withdrawal limit to send out. Therefore, we cannot send more than the limit per day. Our apologies for the inconvenience caused.
episking 20:45:
will you ensure that I am given priority, since my first withdrawal was scheduled for 6/13
Linda Support 20:45:
Not to worry, I will keep you updated on the withdrawal as soon as possible.
episking 20:46:
also, is there a way to know my place in line for future withdrawals?
episking 20:46:
it has NEVER taken longer than 1 business day
Linda Support 20:46:
I am sorry to inform you that our bank do not provide queue number for the withdrawals.
episking 20:46:
but the wire instructions haven't been submitted to the bank yet!
Linda Support 20:46:
We apologize for the inconvenience caused.
episking 20:47:
the queue is on Gox's end
episking 20:47:
not on the bank
Linda Support 20:47:
The withdrawal is queued to the bank for processing funds.
episking 20:49:
ok. So since I canceled my withdraw from 6/17 and re-initiated it, I've been placed back at the end of the queue?
Linda Support 20:50:
Once your queue is reached, the withdrawal will be processed and I will keep you updated.
episking 20:50:
I need a better estimate for the processing
Linda Support 20:51:
We do not have any ETA at this time and we apologize for the delay. We are expecting the withdrawals to be cleared soon and we will update you as soon as possible.
episking 20:51:
do you expect the withdraw queue to be flushed all at once? or will it be a trickling effect?
episking 20:52:
I would rather have money available to buy bitcoins than keeping it tied up in limbo.
Linda Support 20:53:
We prioritize withdrawals as per the requested date and at times the smaller withdrawals get processed sooner because the value is less.
Linda Support 20:53:
If we have a fewer limits left for a day and if the value of the withdrawal as per the queue is high the system will process the next withdrawal that matches with the limits available. We will update you as soon as possible regarding your withdrawal.
episking 20:53:
what is the daily limit?
Linda Support 20:53:
Our bank do not provide the daily limits.
episking 20:54:
what?
episking 20:54:
the bank doesn't give you a limit?
episking 20:55:
?
Linda Support 20:55:
We are not supposed to reveal any of the information as per the company policies.
episking 20:55:
Ok
episking 20:56:
Has the limit been decreased lately?
episking 20:56:
I'm just trying to understand why there is all of the sudden a delay...
Linda Support 20:56:
We are already in the process of increasing the withdrawal limit which we are expecting to be complete in the coming weeks. So please give us some time and the withdrawal should be processed soon.
episking 21:01:
Gox should be more transparent about alerting their customers about these issues before they start making plans
episking 21:01:
as it stands, I ordered cash from my bank expecting this wire
episking 21:01:
now the bank is going to be angry with me that the money isn't there
episking 21:01:
had I known last week when I started the withdrawal that it would take over a week, I wouldn't have requested the money from the bank
episking 21:02:
This is a serious problem...
Linda Support 21:02:
We understand that the delay has been unacceptable. We will keep you updated once the withdrawal is processed.
episking 21:02:
the delay is acceptable
episking 21:03:
the lack of communication regarding the delay is NOT
Linda Support 21:04:
For your information, Wire transfers are currently taking up to 1 week to process due to the volume of withdrawal requests in queue.
episking 21:05:
and this is with Mizuho also? Not just the Polish/EU bank?
Linda Support 21:05:
You may refer the link
https://support.mtgox.com/entries/21649594-Withdrawals-and-Deposits for more details.
episking 21:06:
I don't see any information in that link regarding delays for wire transfers....
episking 21:06:
wait
episking 21:06:
Wire transfers are currently taking up to 1 week to process due to the volume of withdrawal requests in queue. If your withdrawal is larger than 10,000 USD (equivalent), it will take at least 2 weeks to process.
episking 21:06:
so... my wire is going to take 2 weeks?!??!!?
Linda Support 21:08:
It depends upon the queue of the withdrawals.
Linda Support 21:09:
We will keep you updated on this.
Linda Support 21:09:
Is that okay?
episking 21:10:
so, you can't say what place i am in line, you can't say how much the daily limit is, and you can't tell me a good estimate of when the wire will be submitted...
episking 21:11:
is that correct?
Linda Support 21:11:
On checking your withdrawal has reached the "confirmed" status and we will keep you updated once the withdrawal is processed.
Linda Support 21:11:
If you wish you may cancel the withdrawal.
episking 21:12:
right, but then I loose my place in line again, right?
Linda Support 21:12:
Yes Eric.
episking 21:14:
I'll just leave it the way it is
episking 21:14:
can I get an updated ETA for processing
Linda Support 21:14:
We will surely update you on this once it is processed.
episking 21:16:
ok
episking 21:16:
Thank you for being the most awesome company in the world.
episking 21:16:
Linda Support 21:16:
You are welcome.
Linda Support 21:16:
Is there anything else I can assist you with today?
episking 21:19:
No thank you.
Linda Support 21:19:
Its been a pleasure assisting you today.
Linda Support 21:19:
Thank you for contacting Mtgox chat support. Have a nice day.
Linda Support 21:19:
Good bye.
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