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Author Topic: MtGox support increase  (Read 13489 times)
MagicalTux
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Working on new MtGox features


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March 24, 2013, 07:39:36 AM
 #1

As many of you may have noticed, price of Bitcoin increased.

The main impact we had here at MtGox before the price increased is an increase in number of accounts, which means more new accounts to verify everyday, and more support requests.

We are currently doubling the support staff at MtGox and should have new staff hired somewhere in April (hopefully), but I though it was worth sharing some numbers.



The satisfaction rate is usually with 90%~95%. See below graph.



I cannot give graphs for AML requests right now, but I can tell you that the rate of new requests increased in the same way, with around 1000 new requests on Friday. Three new staff will be starting Monday on the AML.

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simonk83
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March 24, 2013, 07:43:28 AM
 #2

There are 4000+ accounts in front of me waiting to be verified, so more staff sounds like a good idea Cheesy
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March 24, 2013, 07:48:45 AM
 #3

MagicalTux and simonk83, thank you very much for sharing this important information with us. Much appreciated.  Wink



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March 24, 2013, 07:49:39 AM
 #4

Thank you very much Wink
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March 24, 2013, 08:02:35 AM
 #5

Any time frame for publish another financial report? Grin Thanks.

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March 24, 2013, 08:59:02 AM
 #6

4000 people waiting to be verified... presumably a massive uplift in new accounts too looking at those support figures....

shits about to get $100

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March 24, 2013, 09:16:49 AM
 #7

Is MtGox going to continue doing all verifications or will CoinLab be taking over some of that load?

All I can say is that this is Bitcoin. I don't believe it until I see six confirmations.
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March 24, 2013, 10:28:26 AM
 #8

On this note, maybe it's time to update the 0.005 default transaction fee when withdrawing money from Mt.Gox to a personal bitcoin address. That's far above market rate at this point (I think even the 0.0005 default will be reevaluated soon).
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March 24, 2013, 10:49:42 AM
 #9

There are 4000+ accounts in front of me waiting to be verified, so more staff sounds like a good idea Cheesy

Just checked the queue, there are 5500 accounts pending verification at this very moment.

Does "pending verification" mean they have gone so far as to upload ID?

Obviosly not all will pass and of those that do,  many will not do anything.

That said it is probably the best metric you could use to predict fufure activity. Other than pending deposits.



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lucif
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March 24, 2013, 10:58:03 AM
 #10

Quote
satisfaction

Wha!? Open you eyes.

My personal satisfaction is around zero. You probably run the worst service in our economy. The liquidity is the only good thing in your service.

https://bitcointalk.org/index.php?topic=157136.0
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March 24, 2013, 11:06:43 AM
 #11

Two questions:

1. When will I be able to use MtGox instead of other exchanges to cash out money via SEPA? If you have a long waiting queue due to limits couldn't you simply set up more bank accounts in EU?
2. What is the correlation between the order lag and your profits/insider trading?  
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March 24, 2013, 11:09:33 AM
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This samurai has up to $100k daily in fees and developing fast and responsive engine is still hard quest for him. After years of pain.
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March 24, 2013, 11:35:25 AM
 #13

Well, if activity is unusual 10 times a day then something is wrong with your unusually-mometer.

Do you consider behavior of fundamental changes in API without directly notifying API keys holders as normal?

You broke most 3rd party applications and even your official classic and mobile interface without devs being directly warned.

Is this activity usual?
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March 24, 2013, 12:04:32 PM
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...then something is wrong with your unusually-mometer.
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March 24, 2013, 12:12:09 PM
 #15

There are 4000+ accounts in front of me waiting to be verified, so more staff sounds like a good idea Cheesy

Does one need a verified account to be able to deposit fiat or just to withdraw?

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March 24, 2013, 12:58:47 PM
 #16

MPEx has been sticking to same-day resolution for about a year now. Obviously you can't match that, but it'd be a lot more productive if you actually could make a commitment to something definite. Same week? Same month?

"We'll resolve your problem within 30 days or double your Bitcoin", something.

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March 24, 2013, 01:30:00 PM
 #17

Any time frame for publish another financial report? Grin Thanks.

Our staff is working on this.

Oh yes, I think a lot of people wait to see this! Something like your Aug/2012 report, (but more data please), would be great on a quarterly basis. Imagine how you'd distribute business information when Mt.Gox shares are traded at Tokyo Stock Exchange  Grin
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March 24, 2013, 02:13:40 PM
 #18

There are 4000+ accounts in front of me waiting to be verified, so more staff sounds like a good idea Cheesy

Does one need a verified account to be able to deposit fiat or just to withdraw?

I'm not verified and I've withdrawn, I think it's just >$10k/month you have to be verified.
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March 24, 2013, 02:25:02 PM
 #19

With the increase in staff, will you have 24/7 support or will there be days/hours that no live responses are available?
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March 24, 2013, 02:28:42 PM
 #20

I'm a Canadian so have no direct experience with MtGox. What does verification involve? What ID/info must be submitted?
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