Disclosure: This has also been sent to Adam as an email. I also sent MagicalTux a PM notifying him of this topic. I have no interest in bad-mouthing Mt.Gox, but i have a legitimate interest in getting my money. After trying the Support-route for several weeks, i now have the illusion that public exposure might help me get my money.
Short Summary for the tl;dr-crowd: I withdrew nearly $4000 via SEPA a month ago and still haven't received it. I've opened a support ticket, which led to them asking me to give them my full name and adress, which i did. Then, two weeks later, i opened another support ticket, and they asked me the same thing, which makes me question if they even read my answer to the previous one. I am still waiting for my money, and now wondering what to do. Are you also waiting for your withdrawals, or am i the lone sucker here?
I don't know if anyone remembers me, but i made the first bitcoin qr-code generator back in january ( http://qr.ma.eatgold.com/
) a few people still use the images in their signature. I didn't post in the meantime, but traded a bit. :-)
On June 11, June 12, June 14 and June 16 I ordered a withdrawal of $3981.93 (in total) from my Mt.Gox account to my EU bank account via SEPA withdrawal. This shows up in my Account history just right. I had withdrawn money before (~$200), and it had worked, so i didn't worry too much. I waited. 3 business days they said. I waited some more. Then, the next week, all hell broke lose at Mt.Gox (i presume you remember). Now i was worried about Mt.Gox collapsing completely and my money being lost in there.
On June 22 I opened support ticket #2770, in which i described the transactions in detail. To my pleasant surprise i got an answer within the day. The told me that the bank in France rejected the transaction and that they needed my Full name and Adress for the transfer to continue.
PROBLEM#1: If the transfer got rejected, then why didn't they return the money to my Mt.Gox account? Or at least notify me that it got rejected? It is my money, not theirs!
Still on the same day (June 22) I gave them my full name and adress. And waited. And waited.
A week later, on June 28 i added a comment to the ticket asking for news on the withdrawal status. I got no answer.
PROBLEM#2: Is it that hard to get back to me?
Another week went past, and i didn't get anything from Mt.Gox. Neither my money, nor a reason for the delay. I was now waiting 25days in total and 13 since i told them my full name and adress (which supposedly was the reason for the delay).
So on July 5 i opened a new ticket #6617, in which i explained the problem (SEPA withdrawal) once again, gave the details of all the transactions again, gave my full name and adress again and also mentioned that it was a duplicate of #2770. For some reason, it now took only a day to get an answer. But what Bullshit.
Were these the funds that you made?
[details of four totally unrelated transactions]
We checked over these and all of these has been already processed.
PROBLEM#3: "Read the ticket, then answer." is not standard operating procedure at Mt.Gox Support.
So instead of reading my ticket (in which i detailed the transactions, including tx#, date, etc) they just took me to mean some random transactions, some of which happened more than a month earlier. I answered them:
It would be nice, if you had actually read my ticket! This is about 4 withdrawals (for which i gave you the transaction IDs!!!!), which are not arriving. If you look at the title of the ticket, it clearly says WITHDRAWAL.
What you sent me are bank transfers from me to you, that is me funding my mtgox account. i know that these have been processed, as i already used that money for trading (which you would also know if you had taken 5 seconds to look at my transaction history).
I also request that the priority be increased from "low" to "high". 4 weeks of withdrawal time is not a small matter.
This new tone seems to have had its effect, as within two hours i got an answer:
We have located your withdraw status and it shows that it has been rejected.
Could you provide us with full street address and full name.
So once again, instead of reading my ticket (in which i gave them my full name and adress) or looking at the related ticket #2770 i referenced (in which i gave them my full name and adress more than two weeks earlier) they just wrote something random. Well, of course, i pointed out to them where they could find my name and adress in the ticket (it is line 7).
I am now waiting for three days to get any new information, and for a month in total. Which sucks. Hard.
Well, i am now giving them another week (until Friday, July 15). If by then the money has not arrived on my bank account or on my Mt.Gox account (in which case i will buy BTC, transfer them to another Exchange and sell them there!), i will ask my lawyer to look into this. I know that i probaly is quite expensive to go after them legally (they are in Japan after all), but i would rather spend the 4 grand on my lawyer than just giving it up to Mt.Gox - they didn't do anything to deserve it.
Do you have any alternative ideas what i am supposed to do? Do you have similar experiences?