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Gatehub BTC wthdrawal stuck


nadam
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Hi,

I have withdrawn 0.85 BTC worth of XRP to my bitcoin account on Gatehub. The transaction is marked successful on the UI in the history, so seemingly the transaction went through on the Ripple network, but I did not receive my BTC. This was approximately 20 hours ago. Also not just I am not getting the BTC, but the Gatehub fifth BTC hot wallet did not send any BTC for 24 hours, which is very suspicious, as deposits and withdrawals usually occur 50-50% on this hot wallet:

https://blockchain.info/address/1Ccb4vrC5atJHHdj3hHhYwJmYxtVZLZXWc

Seemingly their internal withdrawal process stuck. They also did not answer my support request. Maybe they do not have support on weekends? Or should I start to worry?

My ripple transaction hash for the withdrawal is this:

 

CA8782E72AB5A9423A360AC629FFE73874090DC0D629E5E2B56D23B0E2800EFC

The BTC address I wanted to send to:

 

1Ks5vqfCAfR5SJMqHbgkvukGCPi1cLrrGW

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"You've withdrawn XRP to a bitcoin account?"

No, when you select 'Send' on the user interface, they have an option to send as BTC. In this case the send is exchange to Gatehub Fifth issued BTC (I have that trust line enabled), and then the BTC is supposed to be sent to the given BTC account by the Gatehub Fifth BTC gateway (of which the hot wallet address I have pasted above, and does not have any send transaction for 24 hours, which is not normal):

https://gatehub.net/gateways/fifth/

Also the exact same way I could send myself BTC previously (some days ago).

So I am not a complete beginner in XRP, this is clearly a Gatehub issue.

Edited by nadam
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I'm having the same problem.  My withdrawal is not nearly as large, however.  @enej, @gregor please help, we're just trying to move some coin here.  I can't even view the status of my support ticket as the link didn't appear in the automated e-mail.  There should be a way for users to access their support tickets past and present from a login to the support portal in case the link to the actual ticket doesn't appear in the email.  I sent a second support ticket 2 hours later, and the same thing--no link.  

Txn hash:  63B98BEFAFA5F1FA73C985EC633194DC93A6971803FE37DE50FA366E18CD65D4

Target BTC address:  13hxjhn8abeQDCdQRAN6x6eYZA6PCEmYQx

Edited by artpope007
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At least there is public proof on the ripple and bitcoin ledgers that Gatehub is sitting on our money, otherwise I would be even more worried.

If you go to

https://xrpcharts.ripple.com/#/graph

and look at the history of my account:

rwr2EnQQaJ5SmNTgQAykvCtZqrH3BxjMsQ

It can be seen that there is a successful payment with hash

CA8782E72AB5A9423A360AC629FFE73874090DC0D629E5E2B56D23B0E2800EFC

"STATUS:

This transaction was successful, and validated in ledger 32818822 on September 16, 2017 8:37 PM.

DESCRIPTION:

This is a Payment transaction.
The payment is from rwr2EnQQaJ5SmNTgQAykvCtZqrH3BxjMsQ to rchGBxcD1A1C2tdxF6papQYZ8kjRKMYcL.
The payment has a destination tag: 321757151
It was instructed to deliver 0.85 BTC.rchGBxcD1A1C2tdxF6papQYZ8kjRKMYcL by spending up to 17,353.409841 XRP.
The actual amount delivered was 0.85 BTC.rchGBxcD1A1C2tdxF6papQYZ8kjRKMYcL
The transaction's sequence number is 9"

You can also see, that after that they zeroed out the BTC amount on my the trust line to BTC.gatehub_fifth, but fortunately there is also public proof that they have'nt paied anyone from their hot BTC wallet since then (evn since Saturday afternoon London time): 

https://blockchain.info/address/1Ccb4vrC5atJHHdj3hHhYwJmYxtVZLZXWc

(I got the bitcoin address of their BTC hot wallet from this site: https://gatehub.net/gateways/fifth/ )

 

Judging from the previous traffic of the given BTC hot wallet I suspect there are at least a dozen users affected by now.

Gatehub did not even answer my ticket since then...

Edited by nadam
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One thing you can say about the folks at Gatehub is that your funds are never lost.  Once you have the hash and/or addresses, they will find your funds.  Also, you see that the response time is not soooo bad.  I just wish problems like this wouldn't creep up in the first place.  In any case thanks to the Gatehub team @enej,  @gregor and the support staff for a great service and prompt response.  

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