Dear Customers!

Please be advised that due to recent CNBC story, our servers were slammed quite a bit. Our equipment was not ready to process such number of new users simultaneously. We hope you understand that it gave us a jolt and we have been working non-stop since then to resolve all the issues.

Update on the current system status:

A lot of withdrawals were successfully processed. We are sorry if this is too straightforward, but people just don't tend to post that everything is ok, they tend to vine and then when it's ok, they just leave and never give feedback.

New code rolled out to production.

Fixed "stuck" of order execution.

Fixed "duplicate" addresses given to 73 users.

Those users had their address cleared and deposit unset. Please write a ticket with a subject "My crypto address was changed" and deposit TXID to prioritize. (It that is not your case - please do not abuse, we will penalty for that)

Fixed ETH and BTC deposits/withdrawals.

There is still 143 (down from 1200) pending withdrawals that should be processed manually.

Please check your balances, and if you are quite sure that you have any deposit missing - open a new support ticket and be sure to provide TXID of deposit.

Tickets which contains no information like "where is my money?" will be silently closed as cannot be handled.

PS: update for the users comments:

12000 deferred withdrawals handled,

about 7600 stuck deposits processed (but there can be more which we are unaware of, that’s why stated to open a support ticket)

Total users affected by locked orders is 12000, processed 8370, still working on it.

Total tickets created was 11000, all closed forcibly.

P.S.: We are hiring :blush:

20 vacancies for senior C/Golang programmers in Krakow/Poland

A lot of vacancies for support specialist in Krakow/Poland, Odessa/Ukraine.

Few vacancies for support specialist in UK/London.

Sincerely,

Bitsane Team