tl;dr: Review and reconcile your Mt. Gox account history against your other systems (Dwolla, Bank account, etc.), you very well could have missing money...

A couple of days ago I was reviewing my Mt. Gox account history and I noticed a strange discrepancy.  I had two withdrawals in the past few weeks, each for $10k, that were marked as "error".  I withdraw to Dwolla, so I went and checked my Dwolla history and indeed found that those two withdrawals had not shown up in my Dwolla account.  The terrifying thing was that the transactions marked as "error" had deducted the USD from my account, but NOT CREDITED IT BACK TO MY ACCOUNT AFTERWARD.  Thus, $20k USD was essentially missing from my account.

I opened a support ticket with Mt. Gox to make them aware of the issue and once a support representative was assigned to my case (~24 hours later or so), and after convincing them that this was indeed a real issue (their side showed all withdrawals processed), they were very expedient and attentive to my issue and we had it solved within 48 hours.  The solution was for them to re-process transactions in question which then succeeded and changed the status of the withdrawals in question from "error" to "processed" and the expected funds then showed up in my Dwolla account.

For all the flak that Mt. Gox has been getting lately regarding their technology, I am impressed more and more each time I have an issue by their attention to customer support.

So basically you are saying that you had a breach in the system and the attacker flagged accounts? Since AML doesn't work on weekends?

People. STOP LYING.

I'm a verified 1 year old Mtgox account holder investing spare money in btc when I can affort it, making small deposit from time to time (few hundreds at most)


My last deposit was not showing up for no reason and I contacted support

• The link provided states I'm a verified member (I know that..) and there is no upload button anymore.
• I contacted the AML team by mail and recieved 0 answers.
• The support desk team keeps saying the same thing over and over without even reading messages.

I'm at loss of words

 

Is anyone else experiencing problems withdrawing BTC from MtGox?

Whenever I try and withdraw it just sits saying "Withdrawing..." but never does anything! Have tried Chrome and IE and neither work.

Tried to contact MtGox on their chat but its not connecting to anyone either...

Really annoyed as they are no longer able to withdraw to my UK bank account via their Polish account even though it worked a few weeks ago. They sat on a transaction for two weeks without telling me, so I eventually got my cash back and bought more coins and now I can't even move those!

So.. earlier today I transferred money via the Poland/MtGox (putting money into my account), now I was stupid and forgot to add in the 'message' my code so that MY account would be credited correctly.

I contacted them instantly, and have been bouncing back and forth emails now.

My bank (statement) clearly shows my money has gone and been transferred (with a specific code/numbers).

Yet one of the details I'm being asked to provide to prove that I did send that money is a - wire conformation document -

I've been on the phone repeatedly to my bank (lloyds) and they've told me repeatedly that such a document does NOT exist. I've provided MtGox with the code/number on my statement (which my bank says is the only thing to show that I have sent the money, which obviously it does show, and the amount), and that this code/number WILL show up for MtGox on their side, and should be enough to verify (as obviously no one can guess that number & my name & my bank & the time I sent it & the amount I sent).

Yet I am still being asked by MtGox to provide the 'wire conformation document' ... which does NOT exist ......

I am still bouncing emails back and forth with MtGox, and hope they'll accept all the other information I've provided (and offered to phone Japan or anything else, but obviously can't provide something that I'm being told by my bank doesn't exist).

If anyone has any experience with something like this, please feel free to help, really don't want to lose my money to some kind of 'sinkhole' to MtGox because I can't provide something that doesn't exist and providing EVERYTHING else is not good enough ..

I like MtGox, don't get me wrong ... but their verification procedure BADLY needs to be better, or else people will lose all their money disappearing this way.

Help ..

from what i'm hearing they might have questionable English skills i could be wrong though

if so it would be stupid for anyone outside of Japan to be dealing with a company that has no proper understanding of English

and just uses pre-written English scripts for their website

Hello,

I would like to confirm that all of our staff can speak, read and write English fluently.  I have to admit that there are some macros that we use when answering tickets, but we will never use them where they are not applicable to the situation.  We also do not use any pre-written scripts on our live chat.  I see that your friend has tried to contact our Mizuho bank.  Unfortunately, I regret to inform you that not all bank staff in Japan are able to communicate with customers in English as it is not their native language.  From your other post, it seems that your friend has made a deposit to us and he has to verify himself.  If you could let me know his ticket number or provide the details of the situation, I will put in my best efforts to sort out the issue for him. 

Hehe he has been very patient so im pretty sure many of you are wondering by now why they even let you open an account without getting verification? done at the same time hahaha

Not to mention the live chat my friend told me it doesn't work and he showed me the agent never gets to answer your request! They seem to have changed it after he has complained, by saying wait for a ticket or something i guess that must mean a complains process or something.

Can someone please help with the opening hours of live chat whether it works or not and whether Mtgox is a respectable company.

At this stage my friend is on the verge of convincing me we can easily upstage Mtgox by opening our own exchange and flooring this disrespectful company in the way it most definitely deserves - Not my words.

Oh i forgot to add he tried to call the bank that hosts Mtgox's account in Japan and they couldn't even understand a word of English and they didn't even try to find someone who could. While i understand they are not Mtgox but surely Mtgox would realise they might need a bank service that could handle a global customer base hahahahahaha!!!

I was hesitant to make this post but so many points he has made, making it quite difficult for me to understand why they are giving him so much grief over opening an account and buying a few coin hahahahaha!!!

Please forgive me its really funny and my friend is extremely pissed at Mtgox now.

withdrawal request: january 10th , not processed,

mt.gox could not tell me when will i get my money

mtgox is the largest/best bitcoin exchange?  you are joking
can't send me 28.000 eur form a polish bank to a hungarian bank more than 3 weeks

i think you should consider not to use mtgox anymore , if you want to see your cash again via mtgox

here are mtgox answer:    changing time to time

jan 18th
"On checking I can see that the withdrawal is still being processed and it should go through soon. We will keep you posted once the withdrawal is processed. Let us know if you have any other questions."


jan 22th
" I apologize for the delay and will update you as soon as possible."
 

 jan 24th
"the transaction is queued up and we are yet to get an update from our developer"  ,  "we are unable to provide an exact ETA"


jan 28th
"The delay is due to the withdrawal limits imposed on us by our bank. We are working with them regarding this and the withdrawals will be cleared soon. I will keep you updated on this. "

feb 1
"We apologise for the delay in the withdrawals. Due to our daily bank withdrawal limit on our Polish account, all withdrawals are queued and will be processed according to the queue. Also I can see that your withdrawal is very high and you can consider cancelling this and then request like 1,000 EUR each and that will be processed faster. We have also contacted the bank and we are working with them to increase the withdrawal limits. "

so my money is still at mtgox in a queue , and not in a bank queue


"1,000 EUR each and that will be processed faster"    28.000 EUR = 28 days , so mt.gox claim that 28 days is faster than the current witdrawal process (21 days+28days), so i wont get my money in this month February

if 1000 EUR could work then it means if you withdraw only 1000 EUR or below mtgox will put your request before my request in the queue

so if you do this enough time, perhaps will never get my "very high"  amout

https://bitcointalk.org/index.php?topic=138528.0

guess when will i get my money?  march, april ?

or give me advice what to do

I think you used the magic words to summon mtgox's natalie.

(A Japanese Natalie somehow always makes me think about http://www.youtube.com/watch?v=w8oytatiahQ)

is there a way to get validated for more than $1000/day or $10,000/month?

I know you guys are aware; I'm aware that I've gotten no estimate of when it will be fixed in over three weeks and been constantly fobbed off with things about your developer.

Please give me an estimate of when your developer will be able to restore my account?

Do you have a link to her profile, I can't find her just by 'Natalie'

Sure... I could understand that for a few days.  But 11 days and counting?  That doesn't make much sense.

I recently changed my Dwolla account to a commercial account in the name Bitcopia. I made several Dwolla deposits after this change and they went through in the expected time frame. I made a deposit Friday and noticed they did not make the credit on Monday. They didn't even contact me to let me know they were holding it. After realizing my account was grossly underfunded, I contacted them, and they explained I needed to submit proof that Bitcopia is a legally registered business name of mine. Ok, I get why they want the documents but I don't get why nobody contacted me to let me know what was going on!!! So I sent them my documents and they released the funds.

Now I made another deposit Monday and they are holding the funds again!!! Ah I'm so frustrated. It sounds like their AML department and whoever is crediting the Dwolla deposits are not communicating properly. Sorry for the rant, I'm just frustrated.