Ongoing problems with Cryptoxchange

[LD-ZOGY8]

I am having some trouble with Cryptoxchange.

Sent them $120AUD on Friday, money arrived in account today, however every time I go to make a trade (even for 1BTC as a test) it says I have insufficient funds, even though the money has shown up in the account. I have thought that it was possibly because I have AUD and not USD, but I can't see any way to convert them on the site.

So I called their main support number (I am in Australia) and I got a message stating "Optus advises that the number you have called has been disconnected". Their online support, supposedly online 24/7, is offline, and they have not replied to the emails I sent over the weekend.

Can anyone offer any advice as to why I'm not able to trade, so I can just get my BTC and get the hell out of there? Has anyone else had success in contacting them?

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[mxxx]

Nope. I tried to withdraw from my account last night and couldn't do it, and today it doesn't look like any exchanges are happening.  There's a bunch of of bids/asks that should be going through but the whole system appears to have stopped. 

Maybe they've made a run for it.

[PatrickHarnett]

Similar - tried to withdraw, no response and odd bid/asks not completing.

[LD-ZOGY8]

Oh man... this was my very first experiment with Bitcoins, literally my first Bitcoin purchase ever...

I will be so incredibly angry if they have done a runner... believe it or not I am on a disability pension, and used some money I got for my birthday as I thought it would be fun to speculate, as I could do it from home on the net...

I was prepared to lose my money if the BTC collapsed, but not from dodgy operators.

But, it's not necessarily over yet... let's hope for a miracle

[mxxx]

Yeah, same, I just started last week.  Was beginning to enjoy myself too.  It'd be a real shame if these dudes are pulling some sort of scam.

On the other hand, could be any number of things.  Having the phone number disconnected is particularly suss though...

[the joint]

Same thing had been happening to me.  Yesterday I tried to withdraw 40 BTC and I was only able to withdraw about 39 of them.  Beyond 39, it said "insufficient funds."  Today, it gives me a new message trying to withdraw the remaining BTC, and it says simply, "Failed."

I emailed them about it yesterday and they responded, saying:

Very sorry about that we will sort this out, it must have been something in the latest update.
Thank you for letting us know we will fix this ASAP.
 
Thanks Again!
 
 
Regards
 
Ken Armitt
 
General Manager
 
Mobile: +61434552244
 
Phone Numbers:
Australia: (02) 8005 1901
New Zealand: +6498890114
United States: +12024706044
United Kingdom: +442081235669
Hong Kong: +85281999960

Emailed them today about it and no response yet.

[PatrickHarnett]

I don't think they've gone yet.  And there was a 20Feb update that might have tripped them up (but I would have thought unlikely).  User Cryptoxchange has been online today as well.

[LD-ZOGY8]

Okay, maybe I'm just panicking because I'm so new to this...

Thanks for posting that email, The Joint, I've just called Ken's mobile number and left a message. Hopefully this will sort things out.

[PatrickHarnett]

Just received an email from Ken.  I think the short version is it broke.  They're working on it.

[LD-ZOGY8]

Just spoke to Ken through the online support module (he did return my call but we missed each other a couple of times).

1. Trading back online
2. Apparently there were issues with the support / phone numbers which are being looked in to
3. There will be an update of the UI in the next month or so
4. I wasn't able to trade because I had USD selected but had AUD in account - turns out there is a small drop-down box in the top right corner (bit hard to spot). Changed to AUD/BTC and first trade went through no problems.

[Bitcoin Oz]

I think they are constantly working on the exchange system. Maybe they need a dev site so its not affecting the production version.

[vinny]

I'm also having big problems with Crypto X Change. I deposited CASH via their Bank Of America account on Feb. 16th. As instructed by Ken, I send the transaction details to them, along with my Crypto X Change account number.  It has been almost a week, and the money has not been transferred to my balance.

They have not replied to repeated email requests, and there is no on-line help despite the indication on their website.

--V

[vinny]

What I think probably doesn't enter into it, but if I were Crypto X Change I'd monitor the forums to see if anyone was having trouble.

Day 7 and still no response.

The on-line help doesn't work - nobody is ever on-line. The "we're off-line please leave a message" is also broken because it just opens a blank email in the user's default email program.

--V

[check_status]

With something so important as an exchange wouldn't a note on Bitcointalk.org be beneficial.
Some of the Bitcoin devs run this forum so it should be ok to post some news about an interruption in an exchange service, no?

Something like:
"Our site is experiencing some technical difficulties, we are working to restore service, we apologize for any inconvenience this has caused."

Also, maybe supply an emergency contact that is outside the normal chain, alternative email or other so people don't feel cut off and start to panic.

[the joint]

With something so important as an exchange wouldn't a note on Bitcointalk.org be beneficial.
Some of the Bitcoin devs run this forum so it should be ok to post some news about an interruption in an exchange service, no?

Something like:
"Our site is experiencing some technical difficulties, we are working to restore service, we apologize for any inconvenience this has caused."

Also, maybe supply an emergency contact that is outside the normal chain, alternative email or other so people don't feel cut off and start to panic.

I think it's more appropriate to have it on the site itself.  It'd be smart to put it here, too, but there are other Bitcoin forums and websites and I don't think it's their job to post it here.

[LD-ZOGY8]

With something so important as an exchange wouldn't a note on Bitcointalk.org be beneficial.
Some of the Bitcoin devs run this forum so it should be ok to post some news about an interruption in an exchange service, no?

Something like:
"Our site is experiencing some technical difficulties, we are working to restore service, we apologize for any inconvenience this has caused."

Also, maybe supply an emergency contact that is outside the normal chain, alternative email or other so people don't feel cut off and start to panic.

I think it's more appropriate to have it on the site itself.  It'd be smart to put it here, too, but there are other Bitcoin forums and websites and I don't think it's their job to post it here.

I would consider that with a community as small as we are, in addition to the 24 hour international nature of the trading as well as the immediacy of the forum that if it is not their job to post status updates here then it should be. Panic is exactly what I felt when I thought they had run off with my money; does Bitcoin really need more of that?

[vinny]

So I was able to reach Ken by cellphone, and he advised that he would get things set right. I also got a response from Mahin, that it was being checked out.

Afterward he asked for my deposit information via email, which had been sent twice already. Anyway, I'm now waiting for them to turn this around - but I feel a tad bit better about the potential that my money is not lost.

It seems that cash deposits to Bank Of America are not going to be a good way to move money into Crpto X Change.

-V

[bbit]

Oh man... this was my very first experiment with Bitcoins, literally my first Bitcoin purchase ever...

I will be so incredibly angry if they have done a runner... believe it or not I am on a disability pension, and used some money I got for my birthday as I thought it would be fun to speculate, as I could do it from home on the net...

I was prepared to lose my money if the BTC collapsed, but not from dodgy operators.

But, it's not necessarily over yet... let's hope for a miracle

Hey LD Zogy8 - this is just shitty   our community can't be having this happen let me know if you can't get your coins and I'll give you some because that is just messed up we loose so many credibility points when things like this happens....

(watching thread)

[paraipan]

watching...

[LD-ZOGY8]

Oh man... this was my very first experiment with Bitcoins, literally my first Bitcoin purchase ever...

I will be so incredibly angry if they have done a runner... believe it or not I am on a disability pension, and used some money I got for my birthday as I thought it would be fun to speculate, as I could do it from home on the net...

I was prepared to lose my money if the BTC collapsed, but not from dodgy operators.

But, it's not necessarily over yet... let's hope for a miracle

Hey LD Zogy8 - this is just shitty   our community can't be having this happen let me know if you can't get your coins and I'll give you some because that is just messed up we loose so many credibility points when things like this happens....

(watching thread)

Thank you very much for your kind offer, bbit but I did get my coins in the end. However the price when I deposited my money was $4.00AUD and by the time I was able to make the exchange it was $4.40AUD. On top of that the trade box automatically populated the buy price at $4.60 instead of the current price, so I lost a few dollars there. It was only a small deposit ($120 AUD) and it is all play money, but I have lost a lot of confidence in cryptoxchange.

I have decided that I will now use Gox for all back and forth trades, and only use Crypto when I want to withdraw to my bank account (I am in Aus and $5 withdrawal fee will be cheaper than international wire transfer fees).

Unless anyone knows of how I can get a dollar withdrawal to Paypal / Aus bank account / Western union or similar for less than $5?