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Author Topic: Mt.Gox problem -- any help welcome!  (Read 1683 times)
cdb000
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October 06, 2011, 06:31:09 AM
 #1

Near the start of September I tried to withdraw 100 Bitcoins from Mt.Gox and got the message:

 "Your account is currently pending review, please contact aml@mtgox.com"

Did so and was asked to supply copy of passport, copy of utility bill.

I have now sent these _THREE_ times and have had no response at all.

Does anyone know how to get Mt.Gox to action this - or are they simply 'never going to allow me to withdraw' (steal) my bitcoins?



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Mt.Gox Support
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October 06, 2011, 06:33:42 AM
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Hello cdb000,


Please be aware that due to the sudden increase in AML requests, processing of submitted documentation has become slightly delayed. We thank our users for their continued patience and support as we adjust to the requirements which have been obligated upon Mt.Gox.

Mt.Gox : The Leading International Bitcoin Exchange.
Mt.Gox Merchant Solutions : https://mtgox.com/merchant
cdb000
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October 06, 2011, 06:36:28 AM
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Hello cdb000,


Please be aware that due to the sudden increase in AML requests, processing of submitted documentation has become slightly delayed. We thank our users for their continued patience and support as we adjust to the requirements which have been obligated upon Mt.Gox.


Could you please quantify 'slightly'? I first sent scanned documents on 15th September - this is now 21 days ago.

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October 06, 2011, 06:40:20 AM
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Please resubmit your documents here: http://www.mtgox.com/forms/verification

Mt.Gox : The Leading International Bitcoin Exchange.
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cdb000
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October 06, 2011, 06:54:21 AM
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Please resubmit your documents here: http://www.mtgox.com/forms/verification

2 files uploaded. Can you give me a timescale please -- as you can imagine, I am getting quite upset having now submitted documents _FOUR_ times over a period of THREE weeks.

For what it's worth, I am quite happy for you to convert the dollars in the account into Bitcoins, then send me all the Bitcoins using the address to which I have previously withdrawn Bitcoins, then close and delete the account.
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October 06, 2011, 07:06:41 AM
 #6

We apologize for the delay. Our team is currently reviewing all documents and processing users in queue. Your account will be approved very soon.

Mt.Gox : The Leading International Bitcoin Exchange.
Mt.Gox Merchant Solutions : https://mtgox.com/merchant
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October 06, 2011, 07:13:02 AM
 #7

We apologize for the delay. Our team is currently reviewing all documents and processing users in queue. Your account will be approved very soon.

 Could you  P L E A S E  quantify -- "soon" is maybe 5 picoseconds to a particle physicist, or maybe 5000000 years to a geologist.

 What does "soon" mean when the word is used by Mt.Gox Support ?

 
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October 06, 2011, 07:40:29 AM
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We apologize for the delay. Our team is currently reviewing all documents and processing users in queue. Your account will be approved very soon.

 Could you  P L E A S E  quantify -- "soon" is maybe 5 picoseconds to a particle physicist, or maybe 5000000 years to a geologist.

 What does "soon" mean when the word is used by Mt.Gox Support ?

 

think of a time-frame which seems ridiculously long to you, and then add 10%.

that's what 'soon' means to mt gox support.

to mt gox support: i highly suggest you set up an AUTO-responder on aml@mtgox.com that tells people about that verification url. i suspect most people only find it by chance.
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October 06, 2011, 07:47:23 AM
 #9

Quote
think of a time-frame which seems ridiculously long to you, and then add 10%.

that's what 'soon' means to mt gox support.
That's not fair - I had to deal with them numerous times over the past few months and never had to wait more than one day until my issues were resolved (including reviewing documents for the AML department).

In my experience they were always very responsive and helpful.
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October 06, 2011, 07:51:10 AM
 #10

Quote
think of a time-frame which seems ridiculously long to you, and then add 10%.

that's what 'soon' means to mt gox support.
That's not fair - I had to deal with them numerous times over the past few months and never had to wait more than one day until my issues were resolved (including reviewing documents for the AML department).

In my experience they were always very responsive and helpful.

awesome Cheesy this is the first time in more than 3 weeks i have ever heard of anyone anywhere having their aml documents reviewed. thanks.
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October 06, 2011, 07:57:55 AM
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Quote
think of a time-frame which seems ridiculously long to you, and then add 10%.

that's what 'soon' means to mt gox support.
That's not fair - I had to deal with them numerous times over the past few months and never had to wait more than one day until my issues were resolved (including reviewing documents for the AML department).

In my experience they were always very responsive and helpful.

I am impressed - how did you achieve this? Please give me step-by-step instructions everything I have tried for the last 3 weeks has been an abysmal failure.
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October 06, 2011, 08:02:14 AM
 #12

We apologize for the delay all users have been experiencing with getting their accounts reviewed. We have set up a new system to approve all requests which should speed up the process. Please visit http://www.mtgox.com/forms/verification if your account has not been approved yet.

Mt.Gox : The Leading International Bitcoin Exchange.
Mt.Gox Merchant Solutions : https://mtgox.com/merchant
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October 06, 2011, 08:25:45 AM
 #13

We apologize for the delay all users have been experiencing with getting their accounts reviewed. We have set up a new system to approve all requests which should speed up the process. Please visit http://www.mtgox.com/forms/verification if your account has not been approved yet.

 I conditionally accept your apology for the unnecessary delays.

 I have visited http://www.mtgox.com/forms/verification and uploaded files, as I stated in an earlier post in this thread.

 W I L L   Y O U   P L E A S E   R E S P O N D   T O   M Y   R E Q U E S T   F O R   A   T I M E S C A L E ?

 I have asked several times now, and every time you answer in terms of a meaningless generality. Please give a real answer, even if only to tell me that you are not going to give a real answer.

 Am I to expect the process, which has already taken 3 weeks, to take

   Another day?
   Another week?
   An additional month?
   A year?
   Forever? (equivalent to you stealing my BTC)

 Also, what are the rules for this stuff? I have been trading Bitcoins on Gox for many months, and have been able to withdraw both Bitcoins and cash. Then, one day, for no obvious reason, without any warning, I am told that my account is pending review and I have to jump through hoops. Can you tell me what triggered this so I know what not to do again?

 To be honest, I do not think it is unreasonable for customers of a currency exchange to be given a clear statement of the rules, and notified, with opportunity to withdraw if unhappy, when/if the rules change.

 



 
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October 06, 2011, 08:28:20 AM
 #14

I am impressed - how did you achieve this? Please give me step-by-step instructions everything I have tried for the last 3 weeks has been an abysmal failure.
Sure - I transfered money on Sep 9 (Friday), didn't show up on Tuesday like expected so I shot them a mail, 21 minutes later I got a reply stating that I needed to submit documents for the AML department. I sent them on the same day in the evening to aml@mtgox.com and 10 hours later I got a reply that my funds got credited (which they were indeed).

A few other (non-standard) requests/inquiries were also handled within hours.

Of course, YMMV but I am pretty sure they are not delaying anything on purpose!
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October 06, 2011, 08:48:17 AM
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I am impressed - how did you achieve this? Please give me step-by-step instructions everything I have tried for the last 3 weeks has been an abysmal failure.
Sure - I transfered money on Sep 9 (Friday), didn't show up on Tuesday like expected so I shot them a mail, 21 minutes later I got a reply stating that I needed to submit documents for the AML department. I sent them on the same day in the evening to aml@mtgox.com and 10 hours later I got a reply that my funds got credited (which they were indeed).

A few other (non-standard) requests/inquiries were also handled within hours.

Of course, YMMV but I am pretty sure they are not delaying anything on purpose!


I attempted to withdraw 100 BTC on (I think) about 12th or 13th Sept and got the "please contact aml@mtgox.com" error message (on the same page as a statement that I can still withdraw 100 BTC)

I sent am email and got a reasonably fast response.
On 15th September I sent documents and heard nothing.
On 20th Sept I emailed a request for progress and got no reply.
On 1st October I sent documents again, and requested acknowledgment. No response.
Earlier today I sent documents again by email, and via web page , and another email requesting acknowledgment... we'll see.

Is there a thread anywhere that compares the various Bitcoin exchanges. Are any of the others better than Gox? I have been with Gox since last year and was willing to be forgiving whan Gox was hacked as I think everyone should be allowed one error, but I think I have now lost the willingness to forgive -- rudeness has no excuse. All I want from Gox now is the return of my money.

Mt.Gox: You are asking me to prove to you that I am not dodgy, so I ask you to prove to me that you are not thieves by returning my cash. I will then go away and never bother you again.


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October 06, 2011, 09:01:41 AM
 #16

We apologize for the delay all users have been experiencing with getting their accounts reviewed. We have set up a new system to approve all requests which should speed up the process. Please visit http://www.mtgox.com/forms/verification if your account has not been approved yet.

 I conditionally accept your apology for the unnecessary delays.

 I have visited http://www.mtgox.com/forms/verification and uploaded files, as I stated in an earlier post in this thread.

 W I L L   Y O U   P L E A S E   R E S P O N D   T O   M Y   R E Q U E S T   F O R   A   T I M E S C A L E ?

 I have asked several times now, and every time you answer in terms of a meaningless generality. Please give a real answer, even if only to tell me that you are not going to give a real answer.

 Am I to expect the process, which has already taken 3 weeks, to take

   Another day?
   Another week?
   An additional month?
   A year?
   Forever? (equivalent to you stealing my BTC)

 Also, what are the rules for this stuff? I have been trading Bitcoins on Gox for many months, and have been able to withdraw both Bitcoins and cash. Then, one day, for no obvious reason, without any warning, I am told that my account is pending review and I have to jump through hoops. Can you tell me what triggered this so I know what not to do again?

 To be honest, I do not think it is unreasonable for customers of a currency exchange to be given a clear statement of the rules, and notified, with opportunity to withdraw if unhappy, when/if the rules change.

 



 

We are processing more of the requests tomorrow, so your account should be verified (if all necessary documents are in place) within 24 hours.

Mt.Gox : The Leading International Bitcoin Exchange.
Mt.Gox Merchant Solutions : https://mtgox.com/merchant
cdb000
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October 06, 2011, 02:02:06 PM
 #17


We are processing more of the requests tomorrow, so your account should be verified (if all necessary documents are in place) within 24 hours.


 Thank you for the clear answer.

 Any hope on this:
Also, what are the rules for this stuff? I have been trading Bitcoins on Gox for many months, and have been able to withdraw both Bitcoins and cash. Then, one day, for no obvious reason, without any warning, I am told that my account is pending review and I have to jump through hoops. Can you tell me what triggered this so I know what not to do again?

It would be nice to know what to not do again!
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October 06, 2011, 03:07:36 PM
 #18

We are processing more of the requests tomorrow, so your account should be verified (if all necessary documents are in place) within 24 hours.

how will we know when this occurs? does the account say 'VERIFIED' somewhere in the profile?

or do we just need to keep attempting withdrawals until the 'pending' message goes away.
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October 06, 2011, 04:36:29 PM
 #19

If it's any consolation,
It took me multiple tries to get my limits raised also.
I actually tried again recently to raise my BTC limit more (they should have someone ready to do this quickly because there are no AML requirements associated with withdrawing Bitcoins), and never heard back so just said forget it.
Overall Gox has only lagged on upping my limits.This seems to be where they are most unresponsive.

http://cryptoswap.com
XRP/BTC/LTC/BTE
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October 06, 2011, 04:55:25 PM
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If it's any consolation,
It took me multiple tries to get my limits raised also.
I actually tried again recently to raise my BTC limit more (they should have someone ready to do this quickly because there are no AML requirements associated with withdrawing Bitcoins), and never heard back so just said forget it.
Overall Gox has only lagged on upping my limits.This seems to be where they are most unresponsive.


Same here - my AML was approved relatively quickly, but that was a couple months ago.  Asked to raise my BTC withdrawal limit over a week ago, but still no dice.  Although they did reply to ask if I had already sent in my AML info (shouldn't they know that?)
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