I withdrew my BTCs from my MtGox account (May 24), but still not in blockchain

[mirelon]

This is the conversation with a random-answer bot called Danny Support Desk:

BTC Withdrawal

Me
May 28 05:35

I widthdrew BTC 4 days ago and in blockchain it is still not registered. Why this inconsistence? How old transactions are in your processing queue now?

Transaction reference: XXXXX
Date: 2013-05-23 11:36:30 GMT
https://blockchain.info/address/XXXXX

According to https://support.mtgox.com/entries/20195237-General-Questions:
When withdrawing or depositing bitcoin into your Mt.Gox account it can sometimes take a while (1~24 hours)
PLEASE CONTACT US ONLY IF YOU DO NOT RECEIVE IT AFTER 24 HOURS
- it is 95 hours now, so...

Danny
Support Desk
Hello,

Thank you for the email. I will have this checked further and keep you updated.

Thanks,

MtGox.com Team

May 28, 2013 07:17
Me
Hello,

This isn't something that would took so long. The BTC withdrawal transaction is still not submitted to the blockchain, as everyone can see it.

Thanks for the cooperation,

Miso

May 30, 2013 01:53
Danny
Support Desk
Hello,

Could you please let me know if this is a transactions that you have tried for any online store ?

Thanks,

MtGox.com Team

May 31, 2013 07:00
Me
No, it was to another online wallet vircurex.com (for trading various types of cryptocoins)

May 31, 2013 07:03
Me
Does it really matter? What is the real issue? Is this happening only to me or others are also affected?

I see that posting on bicointalk could help, maybe I will give it a try... https://bitcointalk.org/index.php?topic=60786.0

June 02, 2013 07:58
Danny
Support Desk
Hello,

We apologize for the delay. I will have this checked further with our developer and keep you updated.

Thanks,

MtGox.com Team

June 04, 2013 05:28
Me
How is it going? Have you contacted the developer yet?

June 06, 2013 16:21
Me
Please, give it a higher priority, it is 2 weeks now.

June 07, 2013 22:55
Danny
Support Desk
Hello,

We apologize for the delay. We will update you as soon as possible.

Thanks,

MtGox.com Team

June 10, 2013 04:33
Alex Support
Support Desk
Request #94576 "BTC Withdrawal" was closed and merged into this request. Last comment in request #94576:

I widthdrew BTC 17 days ago and in blockchain it is still not registered. Why this inconsistence? How old transactions are in your processing queue now?
Transaction reference: XXXXX
Date: 2013-05-23 11:36:30 GMT
https://blockchain.info/address/XXXXX

According to https://support.mtgox.com/entries/20195237-General-Questions:
When withdrawing or depositing bitcoin into your Mt.Gox account it can sometimes take a while (1~24 hours)
PLEASE CONTACT US ONLY IF YOU DO NOT RECEIVE IT AFTER 24 HOURS

I would like to have assigned someone else than Danny, who wasn't able to provide any information and keep saying "We will update you"... https://support.mtgox.com/requests/90634

June 10, 2013 05:09
Me
If you cannot add the transaction to the blockchain, could you please cancel it, so I can at least trade it on the stock?

June 10, 2013 05:42
Me
Ok, I think this bot named "Danny" is generating random responses and won't help me, so I am closing this issue.

June 10, 2013 06:21
Danny
Support Desk
Request #94583 "BTC Withdrawal not added to bloc..." was closed and merged into this request. Last comment in request #94583:

And please, no automated responses like "we will keep you updated". If you want to resolve it later, just tell me when.

June 10, 2013 06:28
Me
How can an issue be merged into a closed issue?

June 10, 2013 06:30
Danny
Support Desk
Hello,

We are still waiting for the response from the developer and I will keep you updated.

Best regards,

Mt.Gox Team
https://www.mtgox.com

[Attention: Please protect your account using OTP to ensure that your funds are safe and secure. Failing to do so makes your information vulnerable to hackers.
Please visit https://mtgox.com/security]

June 11, 2013 07:02
Me
Hello,

How could I be sure that my funds are secure using OTP, when you can't even tell me whether that transaction will go to blockchain or stay inside your system forever?

You ignore my questions and keep saying:
"I will have this checked further"
"keep you updated"
"I will have this checked further with our developer"
"We will update you"

One more answer with no information value and I will write to someone who can provide some information (maybe your supervisor). If you are human, don't worry, if you read this, write "I read your question" to ensure me you are not a random-answer bot.

[ranlo]

This isn't a good sign. Waiting that long for a response is a bit ridiculous. I get that they're going through issues but that's just bad customer support.

[mirelon]

And what would you do? I tried contacting someone else, but they merged everything into this one even when it was closed.

[mirelon]

I just wrote to their developer (Tibanne Co., Ltd.), do you think it was a good idea?

[ranlo]

I just wrote to their developer (Tibanne Co., Ltd.), do you think it was a good idea?

The developer of the site? They wouldn't be able to do anything that I know of.

Bringing the situation to light is probably the best thing you can do right now.

[mirelon]

I created a new account at support.mtgox.com and created new question.
Finally, the new desk helper is able to respond with answers that are less random:)

(when I did that with old account, the new question was automatically merged into the first question as you can see in the log)

[ranlo]

I created a new account at support.mtgox.com and created new question.
Finally, the new desk helper is able to respond with answers that are less random:)

Please report back with whether or not your problem gets resolved. I'm hoping for the best!

[Bitcoin Merchant]

Your fault for support MTGOX in the first place.

[Maged]

"The developer" is actually Mark Karpeles (MagicalTux), so I'm fairly confident that this will be resolved.

[mirelon]

"The developer" is actually Mark Karpeles (MagicalTux), so I'm fairly confident that this will be resolved.

Do you think that when I wrote to Tibanne Co., Ltd. (throught their contact form https://www.tibanne.com/contact.html or maybe contact@tibanne.com), it will escalate to him?

[ranlo]

"The developer" is actually Mark Karpeles (MagicalTux), so I'm fairly confident that this will be resolved.

Do you think that when I wrote to Tibanne Co., Ltd. (throught their contact form https://www.tibanne.com/contact.html or maybe contact@tibanne.com), it will escalate to him?

It can't hurt to try! Just ask them if you can get in touch with him -- by name.

[Maged]

"The developer" is actually Mark Karpeles (MagicalTux), so I'm fairly confident that this will be resolved.

Do you think that when I wrote to Tibanne Co., Ltd. (throught their contact form https://www.tibanne.com/contact.html or maybe contact@tibanne.com), it will escalate to him?

By the sounds of it, your issue already has been escalated to him. He's just really busy, so it might take a few days to get to you.

[mirelon]

"The developer" is actually Mark Karpeles (MagicalTux), so I'm fairly confident that this will be resolved.

Do you think that when I wrote to Tibanne Co., Ltd. (throught their contact form https://www.tibanne.com/contact.html or maybe contact@tibanne.com), it will escalate to him?

By the sounds of it, your issue already has been escalated to him. He's just really busy, so it might take a few days to get to you.

"Peter support" is a lot better than Danny. He already found out something: (maybe bug?)

Thank you for contacting us.We have check the address 17d9smBHGZ1C6rDotUC6uYKesP43QLhAvE and we are not able to located in the blockchain or this address is not linked to any of our Mt.Gox account and we will check on behalf of this and update you once it resolved.

I thought there is some condition:

Code:

if (receiving_address_is_a_mtgox_internal_address)
  find_account_linked_with_receiving_account 
  add_btc_to_that_account
else
  push_to_blockchain 

But it seems a bit buggy...

[mirelon]

I was lucky to get a online chat support and got some info:

Linda Support 20:32:
It may be lost in the network.

Linda Support 20:33:
Please be advised to enter the correct Bitcoin address next time in your transfers.

Miso 20:33:
But it is not lost in the bitcoin network (as it is not in the blockchain) => it is lost in the MtGox's network

Linda Support 20:33:
We will not be able to trace the lost Bitcoin transaction.

Miso 20:34:
But it is not a Bitcoin transaction

Miso 20:34:
Bitcoin transactions are all reflected in the blockchain

Linda Support 20:35:
We will not be able to trace the lost Bitcoin withdrawal.

Miso 20:36:
Who is "we"? The transaction is invalid and has a reference number. It is stored in MtGox's database

Miso 20:36:
Any admin could do that

Miso 20:37:
So do you think it is time to contact Mark Karpeles? Some guys have already recommended to do that...

Linda Support 20:38:
Mtgox will note be able to trace the withdrawal made to a invalid Bitcoin address.

[Surpbitcoin]

Wtf? That live chat chick was a bitch! MtFux Sux!

Surp

[bongwater]

Ive been saying for the longest time mtgox is a scam exchange

[mirelon]

How can I get a developer support (don't want standard support) ? Just curious what really happened after invalid withdrawal...

[bongwater]

Is that really a automated help desk? seems like a real person