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Author Topic: Is MtGox withdrawal problems are transparent? - Don't think so...  (Read 2182 times)
szita2000
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June 19, 2013, 11:42:39 AM
 #1

Hi Guys. I am waiting 27 days for a withdrawal of 2400 euro from MtGox account.
This transaction is still in "confirmed" stage since the 23rd of May, However I made another withdrawal on the 5th of Jun, for 110$ which has arrived in 2 days.

This is the session that I had with MtGox support today.

To be honest it is worrying, but I will let you decide.



Linda Support, Jun 19 20:26 (JST):
Szita2000 has joined the room

Linda Support 16:12:
Welcome to Mt.Gox Live Chat Support

Szita2000 16:12:
Withdrawal requested 27 days ago, the status of the transaction is still only "confirmed"

Szita2000 16:12:
Hi Linda.

Linda Support 16:12:
Hello, This is Linda from Mtgox chat support. How may I assist you today?

Szita2000 16:13:
As you can see from my question I requested a withdrawal 27 days ago, on the 23.05, and it is still not processed.

Szita2000 16:13:
Can you advise please?

Linda Support 16:13:
Not to worry, I will try my best to help you.

Szita2000 16:13:
Sure.

Linda Support 16:13:
Could you please provide the account number or account username to proceed further?

Szita2000 16:14:
sure. the account number is M41272125X

Linda Support 16:14:
Thank you for the information.

Szita2000 16:14:
np

Linda Support 16:14:
May I place you on hold while I check your records?

Szita2000 16:14:
Sure.

Linda Support 16:20:
Thank you for being on hold.

Szita2000 16:20:
no problem.

Linda Support 16:20:
On checking I can see that you have made a withdrawal on 2013-05-23 for amount 2,400.00000 €.

Szita2000 16:21:
Yes. that's correct.

Szita2000 16:21:
That was 27 days ago.

Linda Support 16:21:
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. We apologize for any inconvenience this may cause.

Szita2000 16:21:
Sorry Linda but I can not accept that answer.

Szita2000 16:22:
The reason for that is if you check my account you can see that there is another withdrawal made on the 05.06 and that has been processed in 2 days.

Linda Support 16:22:
I apologize for the inconvenience caused. We are expecting the withdrawals to be cleared soon and we will update you as soon as possible.

Szita2000 16:22:
Can you explain why is the status of the transaction is still only confirmed?

Linda Support 16:23:
Usually, it is the last stage before it gets processed.

Szita2000 16:24:
SUre. I would like to make a complaint against MtGox. Can you please give me the name of the regulator in Japan, who is regulating the financial operation of MtGox?

Szita2000 16:25:
I hope you appreciate it, that you are handling my assets, and we have a contract between us.

Szita2000 16:25:
This is in the terms and coonditions.

Szita2000 16:26:
we have both accepted the terms and conditions and you are clearly in violation of it. I am not happy about the delay you causing so I would like complain.

Linda Support 16:27:
We understand how difficult it is to have the funds not processed for these many days

Linda Support 16:27:
We have already contacted our bank to increase the withdrawal limits

Szita2000 16:27:
Sure Linda. Can I have the contact details of the regulatory body please?

Linda Support 16:28:
We have an alternate option of cancelling the withdrawal and get the funds through the International transfer

Szita2000 16:28:
Sorry but I think that this is an international transfer. I given my Swift Code and IBAN number.

Szita2000 16:28:
So clearly there is something not right on your end.

Linda Support 16:29:
no this is a EURO transfer which we have already stated that we have been having issues with

Linda Support 16:29:
Intenrational transfers will be completed within a week

Szita2000 16:30:
Linda. I don't mind paying the fees for an international transfer but I need to get these funds from my account. Can you provide me detailed instructions on how to set up the international wire transfer please?

Linda Support 16:31:
Of course.

Linda Support 16:31:
TO LINK A BANK ACCOUNT FOR INTERNATIONAL WIRE - Login to your Mt.Gox Account - Go to funding option then click Withdraw funds. - Select "Bank Transfer" under the Available withdraw methods - Click on "Add Withdraw Method - On " Withdrawal Center Wizard" Select "Bank Transfer" - Click on Bank Transfer - Then enter your bank's IBAN or SWIFT /BIC code on the " Withdrawal Center Wizard" Click on Next - On the next Screen you will have to Enter your Bank Details listed below : Bank Name: "Will be automatically updated with reference of your bank's SWIFT /BIC Code" Bank Number: Label: Transfer Type: " Should be International"

Linda Support 16:32:
Please let me know whether you need to cancel the withdrawal made so that you can request withdrawal through Inetrnational transfer.

Szita2000 16:33:
Thanks for that, I do think that this is what I set up already. Can you check that for me please?

Linda Support 16:34:
On checking I can see that you have added a bank account BANK OF IRELAND INTERNATIONAL BANKING with Transfer type "euro".

Linda Support 16:35:
The withdrawal has been made through "euro".

Szita2000 16:35:
Yes. so that IS and international transfer. not?

Szita2000 16:35:
Since I am in Ireland the only account I have is in euro, but, the second transfer of the 100 euro reached me in 2 days.

Linda Support 16:36:
You will have to add the bank account with Transfer type "International" in order to withdraw funds through international wire transfer.

Szita2000 16:37:
Sorry you confusing me. both methods of IBAN or SWIFT are for international transfers. is that correct?

Linda Support 16:39:
Yes of course.

Linda Support 16:40:
You may add the same bank account with transfer type "International".

Szita2000 16:40:
That is what I have setup.

Szita2000 16:40:
And received money through it.

Szita2000 16:40:
in 2 days.

Szita2000 16:40:
Is that correct?

Linda Support 16:41:
You have made 2 withdrawals on 05 Jun 2013 and 04 Apr 2013 and has been processed through transfer type "euro".

Linda Support 16:42:
You may either wait for the withdrawal to be processed or cancel the withdrawal made on 2013-05-23 and request withdrawal through transfer type "International".

Szita2000 16:42:
Yas. and the second one arrived in 2 days. I need an explanation on why a much earlier withdrawal is not came through to my accont.

Linda Support 16:43:
All the withdrawals are queued and will be processed according to the queue. Once your queue is reached, the withdrawal will be processed.

Szita2000 16:45:
Linda. you are contradicting yourself by saying that there is a queue. you have stated above that I have made 2 withdrawals. in the past month. one in 27 days ago and one in about 14 days ago, and from those withdrawals the latest one come through. Can you explain that if you have a queue how come that the later made withdrawal is in my acocunt and the one waiting for 27 days is not?

Szita2000 16:45:
And please be careful what you stating.

Linda Support 16:47:
I apologize for the inconvenience caused and I can certainly understand how hard it is to wait for the funds withdrawn. We prioritize withdrawals as per the requested date and at times the smaller withdrawals get processed sooner because the value is less.

Linda Support 16:47:
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.

Szita2000 16:48:
Sure. I was expecting that, however I have to refer back to the contract that is exist between us, and of which you are violating now.

Szita2000 16:48:
Can you please give me the contact details of the regulatory body of your company in Japan.

Szita2000 16:49:
I believe this will be the Tokyo Chamber of Commerce, for the general operation of your company, but for the financial regulator I need details.

Linda Support 16:50:
I am sorry to inform you that we are not supposed to reveal any information as per our company policies.

Linda Support 16:50:
I will have this forwarded to our management team and they will contact you back.

Szita2000 16:51:
Sorry, but I am not happy with that. Can you get your manager on the chat right now please?

Linda Support 16:53:
We will forward the ticket right away and they would update you on this. Unfortunately they would not be able to assist through the chat.

Linda Support 16:53:
Please wait and we will contact you at the earliest

Szita2000 16:53:
Sure, but you should have the contact details of where I can place a complaint. Can I have that please?

Linda Support 16:55:
They are done only through the support tickets. The entire chat conversation will be created as a ticket and forwarded to them

Szita2000 16:55:
Linda. Please be aware that this chat thread will be an evidence in lght of my complaint. You not also violating the contract between you and me, but you are now refusing to provide me details on your regulatory body. Please be aware of that.

Linda Support 16:55:
I will personally follow up with this and ensure that you get the update on this

Linda Support 16:55:
We are not refusing. It will be forwarded to the concerned personnel and your issue will be addressed

Szita2000 16:55:
Sorry to give you hard time Linda, I know that you are only following policy, and I much appreciate this.

Linda Support 16:56:
Thank you

Linda Support 16:56:
Please wait for the update

Linda Support 16:56:
Thank you for using the MT Gox chat support

At this point they simply closed the chat.

Knowledge speaks, but wisdom listens...
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samson
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June 19, 2013, 12:31:43 PM
 #2

MtGox are bullshitting us about their banking situation.

I don't believe a word of it.

I suggest getting out while you still can.
szita2000
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June 20, 2013, 08:19:05 AM
 #3

I would but right now this is where I am standing with them. Seriously thinking of buying back some BTC and get it out on another channel. Problem is, that I am a bit worried with BTC-E too.


Knowledge speaks, but wisdom listens...
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June 20, 2013, 09:02:41 AM
 #4

I would but right now this is where I am standing with them. Seriously thinking of buying back some BTC and get it out on another channel. Problem is, that I am a bit worried with BTC-E too.



I went with BTCe - did a $10k wire with them yesterday. Will see how quick it works.

I think right now BTCe could attract a lot of big hitters away from MtGox.

At least they finally made an official announcement about a 2 week suspension of USD withdrawals :

https://mtgox.com/press_release_20130620.html
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June 20, 2013, 10:00:21 AM
 #5

I went with BTCe - did a $10k wire with them yesterday. Will see how quick it works.

I think right now BTCe could attract a lot of big hitters away from MtGox.

At least they finally made an official announcement about a 2 week suspension of USD withdrawals :

https://mtgox.com/press_release_20130620.html
Keep us informed please.
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June 21, 2013, 01:48:59 AM
 #6

I would but right now this is where I am standing with them. Seriously thinking of buying back some BTC and get it out on another channel. Problem is, that I am a bit worried with BTC-E too.



I went with BTCe - did a $10k wire with them yesterday. Will see how quick it works.

I think right now BTCe could attract a lot of big hitters away from MtGox.

At least they finally made an official announcement about a 2 week suspension of USD withdrawals :

https://mtgox.com/press_release_20130620.html

I thought BTC-e wasn't accepting US wires any longer?

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June 21, 2013, 07:19:19 AM
 #7

I would but right now this is where I am standing with them. Seriously thinking of buying back some BTC and get it out on another channel. Problem is, that I am a bit worried with BTC-E too.



I went with BTCe - did a $10k wire with them yesterday. Will see how quick it works.

I think right now BTCe could attract a lot of big hitters away from MtGox.

At least they finally made an official announcement about a 2 week suspension of USD withdrawals :

https://mtgox.com/press_release_20130620.html

I thought BTC-e wasn't accepting US wires any longer?


I think you're right about that.

I did a wire withdrawal in USD to a bank in Thailand so there's no US bank involvement.
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June 21, 2013, 07:23:06 AM
 #8


I think you're right about that.

I did a wire withdrawal in USD to a bank in Thailand so there's no US bank involvement.

so you did withdraw, not deposit?
Any progress? I am interested how smooth it goes.
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June 21, 2013, 07:36:35 AM
 #9


I think you're right about that.

I did a wire withdrawal in USD to a bank in Thailand so there's no US bank involvement.

so you did withdraw, not deposit?
Any progress? I am interested how smooth it goes.

It would have been processed yesterday so I expect it to arrive either today, Monday or Tuesday.

I'll update here - I have't checked my account yet today as I need to go to the ATM to do so with this particular account and it's raining hard outside right now.
szita2000
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June 21, 2013, 04:16:25 PM
 #10

Right. I just asked Gox to cancel my withdrawal request. I think I will try BTC-E as well.

Mt.Gox is a lying scamming bunch, that will loose lot of big time players (not that I am by any means) due to their ill business practices.

If you want some reading, here is the latest I got back from Support.

Now I got the person in charge... Smiley

But when I asked her instructions on how to initiate a wire transfer from their Japan Bank account (for a fee) there was no reply.

Hello,

I am Marion in charge of this service.
We apology for delay and issues.

As written on our website, there is one month delay on Euro transactions, we even published an article on our website about that.

Why ?
As you said we are a Japanese company, located in Japan. You made a withdrawal request in Euros to our Polish Bank account(and not to our Japanese bank account).

As we are a Japanese company, we have a withdrawal limit in Euro by day and we are strongly limited by this limit.

So, all withdrawals are processed following a queue, but when we are reaching the limit only little amount are processed in order to process a maximum of withdraw by day. That is why the second withdrawal was able to be processed faster. Mt.Gox has no profit or interest on keeping your money.

So, there is no issue with your withdrawal, it is in the queue to be processed.

I do not know if support let you know that you can withdraw from our Mizuho bank account by using an international wire, fee is more expensive but delay is around 5 business day maximum. If you want to change for this solution, you can ask the support to cancel your current withdrawal request.

Since one year, we are working on a new solution to propose to our European users. This solution should be available before the end of the year and will allow us to process more transaction by day.

Let me know, if you need anything else from me.

Best regards,
Mt.Gox Team

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June 21, 2013, 04:33:54 PM
 #11

Linda Support 16:21:
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. We apologize for any inconvenience this may cause.
...
Linda Support 16:28:
We have an alternate option of cancelling the withdrawal and get the funds through the International transfer

These two statements are a contradiction, and totally suggest that the reality is that the withdrawal hasn't even been started.  What bank, delaying a withdrawal, offers the option to "cancel" it?  Yet it's easy to pretend to "cancel" a transaction that hasn't even begun.

Linda Support 16:47:
I apologize for the inconvenience caused and I can certainly understand how hard it is to wait for the funds withdrawn. We prioritize withdrawals as per the requested date and at times the smaller withdrawals get processed sooner because the value is less.

What I hear is, "We are having cash flow problems, and it serves us best to only hold up the big withdrawals - the small ones aren't really the issue".

Last time I ever ran into a transaction size "limit" at my bank, I contacted the bank and let them know I had a legitimate business need to raise the limit, and voila, it was done.  Of course, this only works if the "limit" isn't your total bank balance in the first place.

Szita2000 16:48:
Can you please give me the contact details of the regulatory body of your company in Japan.

Szita2000 16:49:
I believe this will be the Tokyo Chamber of Commerce, for the general operation of your company, but for the financial regulator I need details.


This sounds dumb with all due respect - keep in mind that by going this direction, you are bullying a regular lower-level person just doing their job, not the actual person responsible for the mess.  This never pays.  The person "doing their job" knows they're telling you BS, probably hates it just as much as you do, your complaining makes them hate their job more, and they probably have far more power to make your situation difficult than to help you.  If you are going to pretend to threaten reports to regulators, it's best to actually just do it, and next to that, threaten somebody who is actually in charge.  If you want them to take it seriously, this would be best done in fluent Japanese as well.


Companies claiming they got hacked and lost your coins sounds like fraud so perfect it could be called fashionable.  I never believe them.  If I ever experience the misfortune of a real intrusion, I declare I have been honest about the way I have managed the keys in Casascius Coins.  I maintain no ability to recover or reproduce the keys, not even under limitless duress or total intrusion.  Remember that trusting strangers with your coins without any recourse is, as a matter of principle, not a best practice.  Don't keep coins online. Use paper or hardware wallets instead.
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June 21, 2013, 10:28:26 PM
 #12

What I hear is, "We are having cash flow problems, and it serves us best to only hold up the big withdrawals - the small ones aren't really the issue".

Yup.  Anyone still using Gox is playing with fire.  The writing has been on the wall for so long now.

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June 24, 2013, 09:40:39 AM
 #13


I think you're right about that.

I did a wire withdrawal in USD to a bank in Thailand so there's no US bank involvement.

so you did withdraw, not deposit?
Any progress? I am interested how smooth it goes.

It would have been processed yesterday so I expect it to arrive either today, Monday or Tuesday.

I'll update here - I have't checked my account yet today as I need to go to the ATM to do so with this particular account and it's raining hard outside right now.

My international wire from BTC-e arrived in my bank account today.

So I requested the wire from BTCe on Thursday and it arrived Monday.

That's not bad.
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June 26, 2013, 11:31:09 AM
 #14

Do anybody know if it possible to get the money that is in "confirmed" status back into the trading account? As the situation is now I have neither bitcoins nor dollars.

MtGox is suspending my withdrawal - I have to suspend a lot of things because the are holding my money. Can that be legal?
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June 26, 2013, 11:35:17 AM
 #15

Do anybody know if it possible to get the money that is in "confirmed" status back into the trading account? As the situation is now I have neither bitcoins nor dollars.

MtGox is suspending my withdrawal - I have to suspend a lot of things because the are holding my money. Can that be legal?

I had an internatinal wire withdrawal cancelled and credited back to my MtGox account.

I couldn't see it's status anywhere on the website though - I just opened a support ticket asking them to cancel and the money was back in my account the same day.
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June 26, 2013, 11:35:45 AM
 #16

Do anybody know if it possible to get the money that is in "confirmed" status back into the trading account? As the situation is now I have neither bitcoins nor dollars.
Hi wingding.

open a ticket and request a cancellation on the withdrawal transaction.

I did that then I bought back BTC, which I withdrawn to BTC-e, over there I withdrawn euro, which they fulfilled in about 2 days.
They charged an arm and a leg, (in fairness I don't understand how they calculated the fee)
All in all from 2340 eur withdrawn I got 2198 in to my account.

My view is right now:
-At least I have my money...

STAY AWAY FROM GOX !!!!!

Knowledge speaks, but wisdom listens...
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June 26, 2013, 11:38:04 AM
 #17

Do anybody know if it possible to get the money that is in "confirmed" status back into the trading account? As the situation is now I have neither bitcoins nor dollars.
Hi wingding.

open a ticket and request a cancellation on the withdrawal transaction.

I did that then I bought back BTC, which I withdrawn to BTC-e, over there I withdrawn euro, which they fulfilled in about 2 days.
They charged an arm and a leg, (in fairness I don't understand how they calculated the fee)
All in all from 2340 eur withdrawn I got 2198 in to my account.

My view is right now:
-At least I have my money...

STAY AWAY FROM GOX !!!!!
Seems like the Gox is cracking down.


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szita2000
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June 26, 2013, 11:39:39 AM
 #18

Seems like the Gox is cracking down.

Seems that they have cash-flow problems...

Knowledge speaks, but wisdom listens...
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June 26, 2013, 01:49:08 PM
 #19

Do anybody know if it possible to get the money that is in "confirmed" status back into the trading account? As the situation is now I have neither bitcoins nor dollars.
Hi wingding.

open a ticket and request a cancellation on the withdrawal transaction.

I did that then I bought back BTC, which I withdrawn to BTC-e, over there I withdrawn euro, which they fulfilled in about 2 days.
They charged an arm and a leg, (in fairness I don't understand how they calculated the fee)
All in all from 2340 eur withdrawn I got 2198 in to my account.

My view is right now:
-At least I have my money...

STAY AWAY FROM GOX !!!!!
Seems like the Gox is cracking down.

Actually seems like gox is lying about being cracked down upon.

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