UPDATED 04:10 EDT / MARCH 03 2014

MtGox sets up call center for worried users… But don’t get your hopes up

mtgox-rainstorm1Just when we were beginning to think that all is lost, beleaguered Bitcoin exchange MtGox has suddenly given users a glimmer of hope that they might see (some of) their funds again. The company has just set up a new telephone hotline to handle customer inquiries. MtGox’s call center when live this morning, while the company has also promised to post an update regarding last week’s decision to apply for bankruptcy.

Here’s the notice in full:

Shibuya-ku, Tokyo


An overview of the situation should be published here shortly (probably on March 3, 2014 (Japan time)).

Contact information

A call center has been established to respond to all inquiries. The call center is planned to start on March 3, 2014. All inquiries to MtGox Co., Ltd. should be made to the following telephone number:
Telephone number +81 3-4588-3921

Working hours Monday to Friday 10am to 5pm (Japan time)

Please refrain from contacting the office of the supervisor/investigator.

MtGox faced weeks of problems before filing for bankruptcy last Friday, when CEO Mark Karpeles admitted that the exchange had somehow lost 850,000 Bitcoins – 750,000 of these belong to its customers – valued at around $500 million at today’s prices.

Karpeles blamed the loss on flaws with MtGox’s software, which allowed hackers to siphon off the money, though others have laid the blame on the incompetence of the exchange’s management.

In any case, MtGox’s bankruptcy petition states that the company is now $63.6 million in debt, which amounts to about twice what it has in assets.

The establishment of a call center to deal with customer inquiries is probably the first positive thing we’ve heard since MtGox’s troubles came to light, though whether people will get answers from it remains to be seen. SiliconANGLE attempted to call the hotline on two occasions but our calls were unanswered. Meanwhile, Simon Sharwood of The Register claims that he did manage to get through on one occasion, only to be answered by a Japanese woman who apologized for her limited English skills and asked him to call back later.

We’ll be keeping a close eye on MtGox’s website to see if any further updates are posted.

A message from John Furrier, co-founder of SiliconANGLE:

Show your support for our mission by joining our Cube Club and Cube Event Community of experts. Join the community that includes Amazon Web Services and Amazon.com CEO Andy Jassy, Dell Technologies founder and CEO Michael Dell, Intel CEO Pat Gelsinger and many more luminaries and experts.

Join Our Community 

We are holding our third cloud startup showcase on Sept. 22. Click here to join the free and open Startup Showcase event.

“TheCUBE is part of re:Invent, you know, you guys really are a part of the event and we really appreciate your coming here and I know people appreciate the content you create as well” – Andy Jassy

We really want to hear from you, and we’re looking forward to seeing you at the event and in theCUBE Club.