A letter from Bits of Gold CEO
I would like to contact you personally in order to give you the best picture and to reflect it as it is. Youval, CEO of Bits of Gold:
As you know, in recent months we have seen a tremendous increase in demand for Bitcoin, both in Israel and abroad. We at Bits of Gold are proud to say that we have been serving you for nearly five years and have tens of thousands of satisfied customers. With the recent increase in demands we are making tremendous efforts to adapt our service to your needs.
*** What are we doing ***
As a result of the growing need, we have recently recruited and are still recruiting additional quality personnel for operations and customer service to meet demand. We have opened a new call center with quick response times that provide the full information and helps any customer requesting help. We have upgraded and are still improving our email systems. We work on additional content such as training videos to open orders on our website and information about opening and securing wallets, as well as upgrading our FAQs that will be more comprehensive to your needs.
At the same time, we are working to create additional solutions for the purchase of Bitcoin in a fast and secure manner, such as upgrading the credit card system. We also have an ATM at the Bitcoin Embassy, which is used by dozens of new customers every day. We added a frontal service there and set up a regular employee who arranges the line and guides the customers how to make the purchase. In the sales aspect, the new employees who joined our team work hard to keep up with the amount of incoming sales.
*** What should one expect during this period? ***
We are aware that the tremendous amount of orders received on our website has affected the level of service of some of you, and you will be sure that we feel, are aware and attentive to you. We are making tremendous efforts to meet your expectations.
Along with our desire for continuous improvement, it is important for me to clarify a major point in order to have the full picture: The banking system today does not allow automatic or fast process for Bitcoin acquisition. Therefore, as a company, we must take all necessary precautions to meet the requirements of the law and ensure that our clients' funds are properly transfered and associated with identification documents. You have probably noticed that we have recently added a requirement to upload a photocopy of your bank transfers and other requirements. All this is in order to streamline the process for you and provide the best service.
These cumbersome banking processes affect the speed of service, and hence the delays in delivering the Bitcoin and Ethereum to your wallet - without addressing the inherent technological problems in the Ethereum network during traffic periods.
I would also like to emphasize that each customer identified according to the required protocols receives the Bitcoin or the Ethereum for his wallet according to the rate at the time the transfer was received and identified. The rate is set and locked every hour during the business hours of the company. We do not "hold" our clients' money more than the minimum time necessary to identify the source of the money and the purchase of the Bitcoin or the Ethereum, and when we lock the rate, we make a lot of efforts to send the coins as soon as possible, but there may be delays in delivery times due to traffic.
*** What next? ***
We continue to be committed to providing you with the best service we can, and to maintain the level of service we have been using for the past five years, and we have dealt individually with personal and warm treatment for each customer. We promise to continue to learn and streamline the processes for you. In the name of the Bits of Gold team, we appreciate the patience and compassion we receive even in the most busy moments, and apologize in advance for any delay caused by the reasons mentioned above and promise to improve as we did in recent months.
Happy to serve you always, I remain,
CEO of Bits of Gold.
Bits of Gold team.