Did Huobi Steal My Money?

[tramples]

I sent a fairly modest amount of ETH there.
Etherscan:
https://etherscan.io/tx/0xd121bd0c70b4cf0743585e5507a0815a16f1c29a0b85da8906a5abf73dc477e9

(If you look under internal transitions you can see it's 0.29996834).
It never showed up, so I contacted them.

First they said this:
Hello, your money is contract address recharge, temporarily can not be accounted for, you have the problem of feedback related personnel, processing time will be longer, after the results will contact you directly, if you have a new consultation, can re send new email, please do not reply to this message based on so, can not timely respond to your questions. Thank you for your cooperation.

Then more time went on, I and followed up.
Then on Feb 14 they said this:
hello,your deposite is"contract".We need handle it about 10 days.


On Feb 24, it still hadn't shown up so I followed up again.
They said this:
Hello, HUOBI account does not support the contract address recharge ETH, can not be credited to you, has been feedback, will be returned to you later staff processing, please be patient and take a long time.
If you have new consultation, you can re send the new mail to you. Please don't reply on the basis of this email, so as not to respond to your questions in time. Thank you for your cooperation.

1. Can anyone decipher this?
2. Does it seem legitimate?
3. If I sent this money from another exchange (Bitstamp) can it find its way back?

[teddy5145]

Did you copy and paste the email from Huobi?
It's a very broken English if it did come from Huobi, their support are pretty decent in English and I wouldn't think that Email comes from them.
Can you check your browser history and make sure that you've visited Huobi and not a phishing websites?
There has been reports of Phishing websites imposing as Huobi.

3. If I sent this money from another exchange (Bitstamp) can it find its way back?

ETH transactions are irreversible, meaning that once it has been sent, there's no way to recall it back.
So right now your ETH are in "Huobi" address and only them can send it back to you.

[tramples]

Thank you for your response.

Emails were copied and pasted directly from huobi's support.

This is definitely from Huobi, assuming support.huobipro.com is one of their domains. It's what they use for zendesk integration I think.

Email was from their support at support@huobi.pro

The money was sent to an address I copied while logged into huobi.pro, to the same account which I used to trade a bit and withdraw (without issue) prior to this deposit.

I'm assuming they're trying to promise to return it with this odd sentence, but it's hard to tell:
has been feedback, will be returned to you later staff processing, please be patient and take a long time.

[teddy5145]

It was pretty weird for Huobi Support to use a broken English.
But, if it really comes from Huobi, it'd be better to take their words and wait until their staff has processed your balance.
If there are no updates from them, you can tweet them at their twitter, social media are the best customer support if needed.

https://twitter.com/Huobi_Pro

[tramples]

Ive had continued conversations with them, and it's all been in broken English. I've even requested that someone who speaks english respond, because what they're writing has gotten more nonsensical. Almost as though everything is being done through google translate.

[tramples]

Money finally appeared... after much pestering.

[teddy5145]

Money finally appeared... after much pestering.

Good for you, now we know that Huobi supports uses broken English, which disappointing for exchange as big as Huobi should be able to hire a native English/someone with decent English.
I mean, if they can hire marketing team with decent English, why not Customer Support

Anyway, please lock this topic to prevent any future spams on this topic