Quote from: CEX on August 21, 2015, 11:57:20 AM

Quote from: flip21 on August 21, 2015, 11:13:56 AM

Quote from: CEX on August 21, 2015, 11:07:38 AM

Quote from: flip21 on August 21, 2015, 10:57:19 AM

@Cex, Still no comment regarding the theft of bitcoin via maintenance fees i see...

@flip21
We agreed that it was our mistake.

According to our refund policy (https://cex.io/refund-policy)
Section 6 - PROCESSING TIMELINE

Refund/Return will be processed within twenty (20) Business Days from the date of notifying the User on the CEX.IO decision.

Since the request and final decision was sent on 17th of August - please give us time to process this request.

Thanks.

So does that mean you will refund everyone, regardless on whether they send a support ticket about it?

It is what you should do, be proactive rather than reactive.

EDIT: And also you should fix the "well known issue", regardless of whether you feel it is cheaper to refund the users own BTC. Bugs must be fixed as soon as they are noticed!

Currently it is hard to identify everyone who was effected by this.

If you want to get into details, here is a technical explanation of this error by our CTO:

"What you have experienced is a result of the system recalculating previous blocks. If there is a discrepancy found in maintenance or payout it is compensated. Even after you sell off your GHS the system performs those checks. These fees and payouts are technically for the older blocks that have already been paid out, but due to system limitation the number of currently mined block appears on the history at the moment the entry appears."

So basically, what we are trying to say is that we didn't turn any miners on without your consent.
Moreover, our system architecture is built in a way that these recalculations can go both ways, in the favour of the company as well as in the favour of users.
And we have never seen a customer complain that the recalculation was in their favour.

So in order to avoid any misunderstandings and long discussions if it is fair or not - we prefer to refund these satoshis (we are talking less than $0.01).

Another technological characteristic of our architecture is the impossibility to find all users affected by this recalculation without suspending the platform and running a script over the existing database which is VERY BIG.

And finally, all issues we encounter are documented in our backlog, however the priority of this issue is very low due to the fact that cloud mining is currently paused and the cumulative impact on all users totals to $2.00 per month max, and our developer team is working on more important features and fixes, which we will announce real soon.

We hope you understand the situation from our point of view
Thank you.

Sounds like some technical blabble, but I take it this is your final answer? So it isn't because Miners reboot like Thomas said, nor is it an unexpected glitch like Akhil said and your tech team aren't working on it. (3 lies right there)

I guess if you aren't going to fix existing issues that constantly happen (twice in 3 days!) I will continue to call this intentional theft/fraud, regardless of the amount, it is obtaining funds by false accounting.

How can you tell us its a maximum of $2.00 per month, you just admitted you have no way of telling how many users are affected?

I guess it is official, CEX has turned into a scam exchange. Maybe you should send a email to each of your users explaining this bug the fact it costs too much to fix so it won't be fixed.

Be transparent, Be honest. Be Proactive. Don't lose what little trust you have left because of bugs in your system and dishonesty.