devtrackers.gg
UPDATE: My account seems to be in my hands again. THANK YOU so much to everyone in this subreddit who helped me with this situation even with a simple up vote, I don't know if this could have worked if it wasn't for your help. Just want to thank Mod Stevew for his effort in this, and for his awesome customer support on this thread. If anything else happens to my account I will update further, but for now it seems to be secure in my hands again. :)
Original Post: My username is Nelsi, & my account was recently hijacked today. They were able to recover the account somehow & were able to bypass using my email to gain access, & somehow have linked their email to the account through the recovery system. I have authenticator, pin, secure username, pass, never clicked any links etc.
I have checked my crystal math labs & it seems that they’re using my account to stake. I don’t care about the money I lost I just need help getting my account locked and returned safely. Any help is suggested, I’ve submitted my own recovery request trying to get my account back. But I don’t know what to do if the hijacker is able to provide enough info to get my account recovered themselves, which is the only option I have myself at this point.
Please help
Edit: All other information regarding this situation is in the comments. I didn’t expect this much support, & I thank everyone who’s helping. I’ll update this post with any further information regarding my account. For the most part, I just hope this post can help others from this happening to.
-Nelsi
Hi,
I've had a chance to look into this unfortunate situation. The first thing to get straight is that this has absolutely nothing to do with any staff misconduct or similar. This situation was caused by a very persistent, motivated person who was set on gaining access to the account.
They have obtained various pieces of key information relating to the account, likely over a period of several months, sufficient to submit a credible recovery request. Information included log in, creation date, creation ISP, creation location, postal code and some passwords - with some of this information stretching back over a number of years.
This person also attempted to mask the location that they were submitting the request from and make it appear that it was being submitted from the owners location. That doesn't fully work and we are able to spot it, but it does also mean that the owners location is known, as the hijacker knows where to try and make the request appear to be from.
Now, we are not without blame here.
Although the recovery request was strong, we should have given more credence to the fact that the account was being actively played by the owner, had Authenticator set and was a very desirable account. It's always a challenge to ensure we help owners when they genuinely need to recover but also balance the judgement based on the amount and quality of information supplied. This challenge is made even harder when a really determined person who knows a lot of information about an account submits a malicious request.
The good news is that these incidents are thankfully rare, but in this particular case I think we could have done more and been more risk averse in processing the request. Clearly we have let this player down and for that I do apologise.
The gold removed from the hijacked account was immediately sold to black markets, our ICU team are currently tracking that wealth and have already perm banned 5 accounts linked to the RWT activity. We have also identified the main account of the hijacker, and that has been perm banned as well.
We can see that the owner has a pending appeal to recover their account, that will be processed just as soon as our anti-cheating team have cleaned all the known and compromised info from the account.
It's never a nice job to have to come on this sub and admit that we have let someone down, but when that does happen we will always own up and clarify, and I hope the honesty and good intent of this post is recognised.