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Gatehub Withdrawal missing? PLEASE HELP


Bejzbox
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Hi, @gatehub @enej @gregor @klasurekar

I know that I shouldn't be posting this here, but I have already emailed and gone through Gatehub's new support page, and am kind of in a bit of a panic having not received a reply.

I have sent a payment from my gatehub wallet to SEPA bank account on Jun 6, 2017. It normally does not take more than 3 working days.  I have not received anything yet.

As a test, I placed an identical transaction on May 30th (just a different amount) which was processed normally and received in bank account as expected.. 

I am a bit worried about where my funds have ended up as they are not visible in either my wallet nor bank account.

I would be very grateful if anyone of you could put my mind to ease.

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I don't know if my experience is helpful but I also had a very long delay when withdrawing funds to my bank account (or, rather, trying to). After a week, the money appeared back in my Gatehub account. No explanation, nothing. (When I contacted GH they told me they "had to reject my withdrawal" because the bank account is not in my name. Which, of course, it is. It's simply a joint account and I'm one of the two account holders.) So you might want to keep an eye on your GH account, in case there was a glitch and your money bounces back there.

Anyway -- good luck. I know how frustrating this is.

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2 minutes ago, cap said:

I don't know if my experience is helpful but I also had a very long delay when withdrawing funds to my bank account (or, rather, trying to). After a week, the money appeared back in my Gatehub account. No explanation, nothing. (When I contacted GH they told me they "had to reject my withdrawal" because the bank account is not in my name. Which, of course, it is. It's simply a joint account and I'm one of the two account holders.) So you might want to keep an eye on your GH account, in case there was a glitch and your money bounces back there.

Anyway -- good luck. I know how frustrating this is.

Thanks.  The thing is, I had already done a test to the same account just a few days before and all went well and as expected..

Just hoping for at least some sort of reply from them..

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18 hours ago, cap said:

I don't know if my experience is helpful but I also had a very long delay when withdrawing funds to my bank account (or, rather, trying to). After a week, the money appeared back in my Gatehub account. No explanation, nothing. (When I contacted GH they told me they "had to reject my withdrawal" because the bank account is not in my name. Which, of course, it is. It's simply a joint account and I'm one of the two account holders.) So you might want to keep an eye on your GH account, in case there was a glitch and your money bounces back there.

Anyway -- good luck. I know how frustrating this is.

Was this a long time ago?   I ask because their support seems overwhelmed.  A week, one year ago could translate to alot more at the moment.

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I made the withdrawal on Monday last week. The money appeared back on my Gatehub account seven days later. Since then, I've tried to explain to GH that the account I'm trying to withdraw to is, indeed, my account (which shouldn't be too hard to realize, since my name is one of the two listed account holders) but they are not replying or, it seems, attempting to solve the problem.

Overwhelmed? Incompetent? Who knows?  From where I stand, it doesn't make much of a difference.

 

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On 13. 6. 2017 at 2:45 PM, Bejzbox said:

Hi, @gatehub @enej @gregor @klasurekar

I know that I shouldn't be posting this here, but I have already emailed and gone through Gatehub's new support page, and am kind of in a bit of a panic having not received a reply.

I have sent a payment from my gatehub wallet to SEPA bank account on Jun 6, 2017. It normally does not take more than 3 working days.  I have not received anything yet.

As a test, I placed an identical transaction on May 30th (just a different amount) which was processed normally and received in bank account as expected.. 

I am a bit worried about where my funds have ended up as they are not visible in either my wallet nor bank account.

I would be very grateful if anyone of you could put my mind to ease.

Please see my PM or email.

7 hours ago, cap said:

I made the withdrawal on Monday last week. The money appeared back on my Gatehub account seven days later. Since then, I've tried to explain to GH that the account I'm trying to withdraw to is, indeed, my account (which shouldn't be too hard to realize, since my name is one of the two listed account holders) but they are not replying or, it seems, attempting to solve the problem.

Overwhelmed? Incompetent? Who knows?  From where I stand, it doesn't make much of a difference.

 

Hi @cap please send me your email and I will double check with our team why your withdrawal has been rejected.

---

On behalf of GateHub I would like to ask everyone for a little patience while we are clearing the backlog. We are on-boarding 2000-5000 accounts per day and while we are scaling the team as fast as possible it will take a couple of weeks until things gets back to "normal". Expect a more thorough report from our us soon.

Kind regards,
Enej

 

 

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30 minutes ago, enej said:

Please see my PM or email.

Hi @cap please send me your email and I will double check with our team why your withdrawal has been rejected.

---

On behalf of GateHub I would like to ask everyone for a little patience while we are clearing the backlog. We are on-boarding 2000-5000 accounts per day and while we are scaling the team as fast as possible it will take a couple of weeks until things gets back to "normal". Expect a more thorough report from our us soon.

Kind regards,
Enej

 

 

I can accept the backlog or the delay due to on-boarding and I can completely understand being spread thinly -- my issue is the blatant lack of a response...

A courtesy follow-up (such as your response above) via a generic email or splash page url would have put mine - and I am sure a lot of other customers of yours -- mind at ease. You are dealing with people's hard-earned money here.  I hope you can understand how frustrating sending 6 unanswered "support" tickets (and counting) in a span of 20 days can rub people the wrong way. 

 

 

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25 minutes ago, swisha2k said:

I can accept the backlog or the delay due to on-boarding and I can completely understand being spread thinly -- my issue is the blatant lack of a response...

A courtesy follow-up (such as your response above) via a generic email or splash page url would have put mine - and I am sure a lot of other customers of yours -- mind at ease. You are dealing with people's hard-earned money here.  I hope you can understand how frustrating sending 6 unanswered "support" tickets (and counting) in a span of 20 days can rub people the wrong way.

Please check your email. Your case has been resolved now.

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12 hours ago, enej said:

Please see my PM or email.

Hi @cap please send me your email and I will double check with our team why your withdrawal has been rejected.

---

On behalf of GateHub I would like to ask everyone for a little patience while we are clearing the backlog. We are on-boarding 2000-5000 accounts per day and while we are scaling the team as fast as possible it will take a couple of weeks until things gets back to "normal". Expect a more thorough report from our us soon.

Kind regards,
Enej

 

 

Thank you Enej for taking personally care of this, much appreciated!

 

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On 6/15/2017 at 5:36 AM, enej said:

Please check your email. Your case has been resolved now.

DEAR enej,  I have the same problem, my eth is 13 hours missing, and i have sent private letter to u, can u check it.

tx hash: 6DA5B25C502C562DFF76A63577BDCC351C03C5F0CAED3FCA719D0D1276EADACF

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@enej Mine too... BTC 

Transaction Details

TX Hash:699498EDE0452C4FE241FE5D104D4A99B756FF4A4F24430601CE3137D70B413F

Time:Jun 19, 2017 4:44:02 PM

Type:sent

Show Transaction on Ripple Charts

Sent to

Address13dvJAVRR6ZdYN1Wdso1VLs4XNHjpTqB6i

NetworkBitcoin

Deleted0

Balance Changes

IssuerBalance ChangeFinal Balance

BTC ChangeGateHub Fifth-0.10680.0000

XRP Fee-0.000054.9914

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