Hi,

On the 10th of December and the 12th of December we gave you instructions on how to retrieve your account. To date, we have not received the necessary documents. More information in my PM.

Thank you for the explanation. We'll keep an eye on this for more example and make sure to mention it to our development team so they can check into it. Otherwise, we're happy this is working for you now. Enjoy the low fees over the holidays!

Hi,

First, I'd like to say thanks for choosing Mt.Gox to get your first coins. As I'm only just seeing this now, and we haven't looked into your issue, I can't really say what might be causing the issue. What I do know, is that we often have these types of requests and 99.9% it is not on our end.

Have you contacted our support team? The forum message you reference is from June 29th, around the time of our infamous hack-crash. It sounds like you weren't around then (you can maybe be glad about that!) and our users at the time were going through the claim process to recover their accounts. What I'm getting at, is that this is not a "known issue"

My suggestion is that you log into the email address that you registered your account with, find the confirmation email, and forward that to our support team at support@mtgox.com. This will a) provide you with the assurance that you haven't confused what email address you signed up with, and b) help us to identify you and confirm a), as well.

In the worst case scenario, we can always track down your account via your deposit method. Either way, we'll be able to get you your account back. If there is indeed an issue with our password recovery that we unearth while we investigate your issue, we'll look into it immediately.

Thanks for trading with us, and we look forward to getting to the bottom of this

-Adam

Thank you to Maged who gave me a heads up on this issue.

Unfortunately, we will not be able to discuss details about the account "zweiblum" on a public forum. We have left some feedback in your ticket.

TOKYO, JAPAN - October 28, 2011 - Mt.Gox is proud to announce today the update of several of its Trading tool including a new version of Mt.Gox Live and Mt.Gox Mobile for Android.

1 . Mt.Gox Live. Mt.Gox live,
a powerful Web application dedicated to get live trades update, has now been improved with several new features including :
- The support of multi-currency allowing you to get an overview of live trades update in 17 different currencies with : BTC, USD, EUR, JPY, CAD, GBP, CHF, RUB, AUD, SEK, DKK, HKD, PLN, CNY, SGD, THB and NZB
- Audio Alerts on Chrome, Firefox, Safari
- A new “Dark Theme” for a better readability.

2. Mt.Gox Mobile
Mt.Gox mobile application allowing to get full access of your Mt.Gox account by allowing you Buy, Sell or Transfer Bitcoins as well as giving you access to your transaction history, Mt.Gox Live, Mark depth... has been upgraded to the version 3.0 that comes with several new enhancement and various optimizations including :
- Cleaned Transfer Tab UI
- Udpated Transfer Functionalities
- Support of Multi Currency
- Numeric Keypad.

3. Note : Mt.Gox Mobile is available for both Android and iOS (Cydia) devices.

Regards
Mt.Gox Co. Ltd Team.

Media Contacts
press@mtgox.com

via: https://mtgox.com/press_release_20111028.html

Hello,

We have been working to get our back end to interface/parse with the Chase site, as they don't offer an easy way to do this. We had the scripts working in pre-prod however when we moved it to production we were unable to fetch the deposit receipts.

We apologize for the delay and our inaccurate forecasting of when this was to be completed. I've just check with MagicalTux and he has advised it will be available "soon", so just know we're working on it.

As a side note, anytime anything goes wrong people love to say Mt.Gox is insolvent, or we're running away with the money. I'd like to remind everyone that practically anytime a new product or service is launched under _any_ company, there are initial issues (sparing a few). We are not exempt from these, and always manage to get things up and running without running off with the whole of our users money.

I hope everyone can keep this in mind the next time we're "going insolvent", or planning to "rob our customers".







 

via: https://mtgox.com/press_release_20111017.html

Mt.Gox - Simplify your life with cash deposits!
TOKYO, JAPAN - October 17, 2011 - Purchasing Bitcoins has never been easier! Starting today all verified Mt.Gox users based in the USA will be able to purchase Bitcoin via cash deposit at any of the many Chase Bank branches across the country.

With over 1,500 branches, Chase is an ideal partner for Mt.Gox in the USA, providing anyone interested in purchasing Bitcoins a quick, simple and safe way of doing so.

How Does It Work?
Once you upgrade to a verified Mt.Gox account, simply walk into any Chase branch and fill out a Chase deposit slip with the following information:

1. The deposit date.
2. The customer name, being "Mt.Gox".
3. Your Mt.Gox customer account number - "MTG#####X" (E.g. below)
4. Your signature.
5. The Mt.Gox Chase account Number, accessible via the Mt.Gox Add Fund page.
6. Your total deposit amount in USD.

  Chase deposit sample

Once your deposit is processed by Chase, your Mt.Gox account will be credited within one business day and very soon (once our automatic processing system is in place), within one hour.

To locate your nearest Chase Bank branch, please access https://locator.chase.com

How To Become a Verified Customer?
To become a verified Mt.Gox customer you need to submit the following documentation:
1. A copy of your valid government issued photo identification (Driver's license, passport, etc.)
2. A copy of a utility bill or other proof of residence, displaying your current residential address. (Must have been issued within the last 3 months, bank statements are not valid).

Regards
Mt.Gox Co. Ltd Team.

Media Contacts
press@mtgox.com

Hello,

We completely understand your frustrations with the recent AML procedures we've implemented. We messed up, and we've made new procedures to try and make up for it. We're all making an honest effort to do things better for our users.

For an explanation on what has happened, please read:

https://support.mtgox.com/entries/20471711-security-measures-explained

and my responses a post similar to this one here:

http://www.reddit.com/r/Bitcoin/comments/kyf25/mt_gox_has_held_my_money_hostage_for_a_week_now/

If you visit https://www.mtgox.com/forms/verification we will action your request within 24 hours.

I can vouch for the Mt.Gox Support account. It's legit, and as they mentioned if anyone wants to be sure then just send an email to support@mtgox.com

Regards,

Adam

The last week has shaken the confidence of the bitcoin community as a whole. Thanks to news of MyBitcoin.com collapsing with an as yet undisclosed amount of bitcoins (now in receivership), and a critical technical problem that resulted in the loss of 17,000 BTC from Bitomat.pl (bitcoin’s 3rd largest exchange), the price of bitcoin has dropped into single digits for the first time since May.

Mt.Gox (Tibanne Co. Ltd.) believes that bitcoin and the community will grow and mature past these extremely unfortunate events, just as Mt.Gox endured the June hack event and has continued to prosper. Mt.Gox believes that the bitcoin market will recover from the recent price drop as trust is restored by the alliance of bitcoin related businesses.

Mt.Gox is convinced of this so much, that we’re going to put our bitcoin where our mouth is.

For Immediate Release.

TOKYO, Japan, August 11, 2011

In an effort to restore confidence in the bitcoin economy, Mt.Gox (Tibanne Co. Ltd.) has agreed to incorporate the Bitomat.pl user database into the Mt.Gox trading engine. As part of this process, Mt.Gox with the help of it’s partners will restore the lost balances of Bitomat.pl user accounts. Additionally, Mt.Gox will open it’s first additional currency market with the Polish Zloty, enabling Polish customers to deposit and withdraw funds easily with Mt.Gox and trade in the world’s largest bitcoin market.

On August 11, 2011 trading on Bitomat.pl will cease and the website will be shutdown while the migration occurs. Once the migration completes, the Bitomat.pl domain will forward to a Polish language version of MtGox.com and Bitomat.pl users will effectively become Mt.Gox users. Newly migrated Mt.Gox users will be able access their accounts with their Bitomat.pl username and password and begin trading immediately with their imported/restored balances. The main method for depositing the Polish Zloty into Mt.Gox will be via polish bank transfers with SEPA transfers to follow in the near future.

The integration of Bitomat.pl, the world’s 3rd largest bitcoin exchange, into Mt.Gox will further drive the overall bitcoin economy by further strengthening the world’s leading bitcoin marketplace.

“The acquisition of Bitomat.pl is a windfall for its users, especially in the wake of such a sudden and unsettling event. Also, for the first time ever on a bitcoin exchange users are now able to access a substantially larger market with their local currency, so we think it’s a happy ending all around”, said Mark Karpeles of Tibanne Co. Ltd.

About MtGox.com

MtGox.com is the world's leading bitcoin exchange, featuring instantaneous electronic trading of bitcoins for MTGUSD. MtGox.com officially launched July 18, 2010 and was acquired by Tibanne Co., Ltd. on March 6, 2011.

MtGox.com<
Adam Turner - Adam@Tibanne.com

via: https://www.mtgox.com/press_release_20110811.html

We are pleased to announce to our Canadian customers that both withdrawals and deposits are now possible through Paxum, a Canada based E-wallet and currency exchange company. Paxum is a fast, safe and reliable currency conversion service, and we hope to fully integrate their services into the Mt.Gox trading package. Paxum offers the following advantages over alternative transfer methods:

All transfers are handled automatically and should finalize within 1 hour, making trading with Paxum a Dwolla-like experience.
Paxum also offers the ability to withdraw money and make purchases both online and offline with a prepaid MasterCard® card, offering nearly instantaneous access to funds generated through Mt.Gox.
Fees relating to Paxum transfers are significantly lower than wire transfer methods.
While US Dollars are the standard currency in use by Paxum, various other currencies are available including Canadian Dollars, Euros, and more.
Further information about Paxum and the services it offers can be found at https://www.paxum.com/payment/index.php?view=views/index.xsl

Deposits to Paxum may be made by selecting "Withdraw Funds" within the Mt.Gox interface, and choosing "US Dollars to Paxum".
Withdrawals from Paxum may be made by selecting "Add Funds" within the Mt.Gox interface, and choosing "Paxum."

Happy Trading,

The Mt.Gox Team

via: https://support.mtgox.com/entries/20317173-paxum-deposits-and-withdrawals-now-available

Hello,

Last week we announced that we were running into an authorization ceiling at the branch level with our newly assigned bank SG, and that we were expecting to hear back from SG with news that our accounts were setup by July 21st. 

 

However, SG has refused to authorize our account and has pushed our case back to the French Central Bank (Banque de France: BDF). According to the French law, we are guaranteed a bank account, so we were reassigned by the BDF to our original bank (CIC). On one hand, this is favorable news as our payment systems are already configured to work with CIC. On the other hand, we will be back to the same daily/monthly limits that were holding us back the last time we banked with them. We were given the expectation that this should have been all signed off and over with last week, but we have now been advised that the French Central Bank forgot to send the letter to CIC and consequently we’ve been left waiting (the letter was sent on Monday).

 

Knowing that CIC is more than likely going to give some push back when asked to reopen the account, we are now expecting that SEPA transactions will continue to be unavailable until at least August 5th. In the interim, AurumXchange is available to accept Mt.Gox vouchers and is able to send them via a SEPA transfer.

 

We have also been working on some other solutions to this problem, but having our bank account reopened with CIC seems like it will be the most timely. Just know we’ve got a contingency plan or two should we continue to have trouble with CIC.

 

We sincerely thank our European customers for their patience and understanding as we work to get this resolved as soon as possible.

via: https://mtgox.zendesk.com/entries/20314481-an-update-on-euro-transfers-unavailable-until-next-week

via: https://mtgox.zendesk.com/entries/20298268-aurumxchange-partnership-european-transfers-now-available

We are pleased to announce that through an agreement with AurumXchange, you can now purchase Mt.Gox redeemable codes using SEPA wire transfers, Local GBP transfers in the UK, and USD wire transfers. This will allow European Mt.Gox users to deposit to their Mt.Gox account or withdrawal to their European bank account as an alternative to the standard SEPA transfers we offer.

In addition to this, you can also:

·      Purchase codes instantly and automatically using e-currencies.

·      Sell codes back to AurumXchange and receive instant payment through e-currencies.

·      Sell codes back to AurumXchange and receive wire transfers in USD with no restrictions on the amount.

·      Sell codes back to AurumXchange and receive a SEPA EUR transfer.

·      Sell codes back to AurumXchange and receive a direct bank transfer within the UK.


There are more features on the horizon:

·      Purchase AurumXchange MasterCard Instant Load debit card and load it INSTANTLY with your Mt.Gox redeemable codes (Coming July 29th).

·      Buy and sell Mt.Gox redeemable codes through bank transfers in the following currencies: CHF, AUD, CAD, HKD, YEN, MYR, NZD, SAR, SEK, and THB  (Coming July 25th).

·      Transfer your Mt.Gox redeemable codes to ANY Visa or MasterCard in the world (Coming end of August).

·      INSTANT bank transfers to buy Mt.Gox redeemable codes from selected European countries (coming mid September).

Buying and Selling Mt.Gox Redeemable Codes

To BUY Mt.Gox Redeemable codes go to https://www.aurumxchange.com/buy and follow the onscreen instructions.

To SELL Mt.Gox Redeemable codes, go to https://www.aurumxchange.com/sell and follow the onscreen instructions.

To Exchange Mt.Gox Redeemable codes to and from other currencies, please go to https://www.aurumxchange.com/exchange and follow the onscreen instructions.

We currently have bank accounts in the following countries:

·      United Kingdom

·      St. Vincent

Coming July 25th, our system will be able to take orders from and to our accounts in the following countries:

·      Australia

·      Austria

·      Belgium

·      Finland

·      France

·      Germany

·      Hong Kong

·      Ireland

·      Italy

·      Lisbon

·      Malaysia

·      Netherlands

·      New Zealand

·      Spain

·      Slovakia

·      South Africa

·      Sweeden

·      Switzerland


About AurumXchange


Aurum Capital Holdings, Inc. was founded on 2007 by a group of seasoned professionals in the technology and electronic payment industry. Since then, the company has been providing software and security services in the e-currency and electronic payment industry. In 2009, Aurum Capital Holdings decided to start an electronic currency business called The Aurum Exchange Company, quickly becoming one of the biggest and most trusted e-currency exchangers in the world. The AurumXchange company is a certified exchanger for GlobalDigitalPay, Solid Trust Pay, HD-Money, C-Gold, and it is also the official wholesaler for CosmicPay. We also work with Liberty Reserve and the company is currently undergoing the certification process to become a certified exchanger. The company is incorporated in the Commonwealth of Dominica, an offshore tax-free heaven with one of the strongest privacy and banking secrecy in the world.

Hi,

Yes it's actually 0.3%, not 3%.

When you are logged into MtGox.com you can go to the "Trade" section. There you will see

Buy and Sell the internet commodity known as Bitcoins!
Mt Gox charges a small fee (0.XX%) for each trade.

Dear Mt. Gox users,

We are pleased to announce that as a way to say we sincerely appreciate our customers who are “hanging in there” with us as we recover from the “hackcrash” (not to mention our growing pains), we will be extending the current discounted trade fees.

Those who are trading at 0% will continue at that rate until July 27. After the July 27 customers with the 0% trade fees will migrate to 0.3% trade fees which they will be able to take advantage of until August 9.

Those who were trading at 0.3% will continue at the same rate until August 9

We would also like to remind those users who are trading at 0% that they are eligible for a free YubiKey, a new One Time Password security feature at Mt.Gox that will ensure the security of your online transactions with us. Unfortunately, we will only be able to offer this for a short time so please make sure to order your key at http://Yubikey.mtgox.com (be sure to login) before July 27.

Sincerely,

-Mt. Gox Team.

https://mtgox.zendesk.com/entries/20273158-announcement-extension-of-reduced-trade-fees

Dear Mt. Gox users,

We are pleased to announce that as a way to say we sincerely appreciate our customers who are “hanging in there” with us as we recover from the “hackcrash” (not to mention our growing pains), we will be extending the current discounted trade fees.

Those who are trading at 0% will continue at that rate until July 27. After the July 27 customers with the 0% trade fees will migrate to 0.3% trade fees which they will be able to take advantage of until August 9.

Those who were trading at 0.3% will continue at the same rate until August 9

We would also like to remind those users who are trading at 0% that they are eligible for a free YubiKey, a new One Time Password security feature at Mt.Gox that will ensure the security of your online transactions with us. Unfortunately, we will only be able to offer this for a short time so please make sure to order your key at http://Yubikey.mtgox.com (be sure to login) before July 27.

Sincerely,

-Mt. Gox Team.

https://mtgox.zendesk.com/entries/20273158-announcement-extension-of-reduced-trade-fees

No excuses, our communication has been lacking. We've been wanting to centralize it on the Mt.Gox website, and were semi-successful in doing so during the hack ... (at least in comparison with what communications were going out prior to the hack) but we're not here to pat ourselves on the back. Thanks for the level headed take on the situation.

This means more than you know. "Pulling out of this intact" is fantastic, considering what was at risk... at this point the silence is deafening for most users. To be candid, the risk of losing customers due to extremely-less-than-satisfactory customer service is equally as damaging as the hack and leak that has happened.

I'm going to try and make this to the point....

I'd like to first start by saying I for one am hoping that we get to a point in the very near future where we can stop apologizing for the atrocious customer service everyone has been getting for the last month at Mt.Gox.... Since about the same time I started, now that I think of it.

Last week was hell on earth (if earth was our office) and between leaving the office and coming into work the next day, we saw between 1000 new tickets created in a 8 hour period. This is an outrageous number of unique issues to address as a small team. If we were struggling before, we are now suffocating in customer inquiries. Consequently, people are at the end of their nerves with us, response times, and a whole list of other things that have been building up. To make matters worse, when we migrated to the new back end practically all of our tools broke that we were using to pull customer accounts and transaction information. We've been the blind leading the blind for the last few days. So, while getting everything online has been fantastic for people whose transactions have gone smoothly, everyone else who has run into any kind of snag where they need our help has been seemingly left out in dark, naked, in a foreign country, and without any money (metaphorically speaking, of course). We are coming for you.

We bulk "solved" thousands of tickets two days ago because we couldn't tell real problems vs. probably resolved problems but we are hoping to hear back from everyone whose issue is outstanding. Please do not take it as a slap in the face if your issue hasn't been touched, and we've marked your issue as "solved". Reply back and it will open, and we will get to it. Towards the end of today we were starting to get our tools back, and are now getting some visibility into these issues that are outstanding. Also, in the mean time I've been working on how to streamline our customer inquiries so we can get back to you faster. I/we are embarrassed, and humbly ask for more of your patience (in what has proved to be almost infinite patience, I might add), in getting to your important issues. So much for "to the point" I guess.... feel free to take advantage of this post to vent frustrations, outstanding issues or whatever you need to.

I just wanted to say to the thousand or so "WHY AREN'T YOU ANSWERING" emails, we're here and although it's not good enough, are doing our best.

Hi Everyone,

We are evaluating 2 methods at this time. SMS, and Yubikey.

The "free subscription" we're referring to is SMS verification. Unfortunately we're a prime target for SMS flooding if we make this a free service, as you can probably understand.

As for the Yubikey, you will pay for a key and the service itself would of course be offered free of charge, making it effectively a one time fee.