Quote from: renee25 on February 12, 2014, 03:14:49 PM

obviously they detected unusual activity in your account and suspended it.
i'm sure this has a timer , like money hold, and after that it will be reenabled.

i suppose they do this to give you time to "clean" your computer and reset all of your passwords to secure ones,
after that you should then ask them to re-enable your account.

however, as they don't know who is the legit owner, they will most likely not raise the block/money hold until the timer runs out, if you are in a hurry you should add your ID on the ticket.

Quote from: Wimmah on February 12, 2014, 03:35:29 PM

Hmm oké... that could be the case...

If they only would announce how long this timer will hold my account, things would be a lot less mysterious though.

I have another explanation and a very easy one - its something i faced in my time as webmaster too.

First, read please my comment to the user who told us to use skype.

So, you will see now that there is only one support way - to open a ticket at http://hdbtce.kayako.com/.
Even when we assume a direct contact (however you managed that) you must have a ticket number - or they can't help.
Except one of the owner or core members of that company is your friend or contact.

What is kayako.com? Its a help desk company, selling, renting & hosting a browser based ticket software (called help desk, which
is a standard ticket & consumer managment software).

As you can see here http://www.kayako.com/pricing/ you have to pay $50 bucks per month to use the software "per staff user".
What that means?

Staff user are the number of support members dealing with the software and helping you. Aka how many people are working as a unique support account.
For every support guy dealing with the software you pay $50 bucks. Thats quite a cheap & good offer btw.
Ok, why i pointing that out? You remember that skype account, even its outdated? The real one is "support (thailand)".

Thailand? Yes - thats guys doing the base support. And that is normal. That is a hired guys from, well, thailand doing the daily support.
Working through tickets and all. The name for that is outsourcing and thats how you do that as internet company, big or small.
There is no reason for many trivial support tickets like changing an email or such to burn the time of the admin or some other core members
of btc-e.

Now, here is what i think the problem is and what happend to people who experienced that their initial ticket was handled fast but
then the next step stopped.

The guy in thailand is not a core member of btc. With a chance its an independent internet guy or some student. Thats not bad - he
seems to do a good job. In fact thailand is known to deliver good and inexpensive people for this kind of outsourceing.

That thai guy will see your first ticket and he has some base access to the btc-e core system. For example he can set a flag to block a account.
Or to give an new email free. Such stuff, not critical and not dealing with money or account details related to the assets.

You don't want an outsourced support guy in thailand with access to your acocunt funds , right? And for sure btc-e don't want give
external people access to their hot or cold wallet, internal transaction data or the funds of an account too.

Thats something you want hold inside the company. In best case right in the next room under control of the owners or the high staff members.

So, what happens?

As the first ticket about was written, it was just an account block. The thai guy dealed with that. Because that kind of action must be
handled "in time" at support side, it is important to have a first fast eye on such tickets. You must have enough support guys dealing with
trivial and/or time critical tickets. If that initial ticket had needed like 5 days, the hacker would had already plundered the account and would
be gone. It must be handled in a somewhat close time window.

After he dealed with the hot problem and the account was successful blocked so no one can remove funds and manipulate it, the thai guy
moved the ticket over to someone inside the btc-e company itself. A second support member, an internal btc-e guy who has access to
funds & wallets and who can go in the details to determinate who is who, what the hacker did and how the real account status it.

That is, how a help desk ticket system works and why you have to pay for every staff member.

And that is now the explanation, why the ticket was handled one time fast and then slow. The fast must be fast or it will fail.

The slow is the worse one and the problem
. That support step is going wrong atrm. That btc-e support staff member , who ever he or she is, is not doing the right job.
He does not communicates, he did not gives signals and it needs far to long.

That is the point this thread hooks in. To suspend a account is one thing - to let it unexplained suspended and drop the communication
is another. Because hacked or suspended by other system - at last a core support member must deal with it and i assume they have
not a dozen of that sitting there.

Thran

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