Cryptocurrency exchange HitBTC has provided an official comment about the reported problems with the withdrawal and lack of response from the support team and project team.
«We know that users are concerned about the current state of Affairs on our platform and hope that it will clarify the situation for our traders and the entire crypto community», – is spoken in the company message.
In HitBTC explained that in recent years, many of the crypto sites experiencing problems due to the increase in the number of clients. As a result, some exchanges have completely stopped registering new users, and others – have adopted restrictive measures.
HitBTC is also experiencing these problems, but does not limit options available to customers, and proud of it. Due to the increase in the number of users has increased and the number of problems connected with infringements in work of separate functions. Accordingly, the increase in the number of complaints, said the company.
In the last two weeks, the exchange also suffered a number of DDoS-attacks, which further worsened the situation.
Currently, the HitBTC team is working to optimize the system for increasing number of users and keep the number of available markets, which in total reaches almost 500. The company argued that the employees are addressing these issues around the clock and seven days a week.
The company also mentions problems with the software. Often HitBTC among the first to support new coins, and it often starts in beta testing. As a result, the employees of the exchange engaged in the removal of various bugs and vulnerabilities in its work and, if necessary, manually processed transactions. This can lead to the fact that some currencies can in a few days to stay in maintenance mode, and transaction processing to stay.
The company noted that all these factors have led to the fact that in the first three weeks of December the number of calls to support increased 1.5 times compared with the previous three months.
In this situation, HitBTC argues that:
- «A call to support will get the answer». While the answer did not come, the company recommends that you periodically check whether you fixed the issue. Often, this happens faster than getting a response.
- «Trading on HitBTC has always been safe and remains so». The company noted that since the launch of the exchange in 2013 was not lost not a single bit of information. Due to increased hacker activity, the exchange’s management considers the protection of customer data a priority.
- «Our main priorities are the security of our funds and unlimited access to trading». This means that every Deposit will reach the goal, and each withdrawal will be processed.
- «It gets better». «Our team of experts develops advanced software that can cope with extreme levels of stress,» says HitBTC. The company also noted that the speed of query processing support has already improved.
Recall that the part of the clients HitBTC in about three weeks experiencing a problem with withdrawal from the stock exchange. While to date the company did not comment on the situation but support did not respond to user requests.
Earlier this week HitBTC also introduced the Commission for crediting BTC to the account.