Topic: Advice regarding refund from an Exchange(Bitlish)after a hacker got all my funds (Read 199 times)

Sorry, with your last response, I think your account was either hacked or you enter an unsecured site/phishing site.  This is really unfortunate, I condole with you. We need care while visiting sites.

Everybody saying this, that It's the users fault .If it was indeed my fault, i would sure take the blame, and stop crying over 100$ i lost( about 600$ bought in ICO stage). But i kept thinking, and analyzed my system, my pc security, i even analyzed the damn ip's connected to my wi-fi network and really found nothing.

Something is bugging me actually. Why didn't they gave me the last ip's log's , when i told them about my situation?

(Found my account with language changed in the morning, to RU) .
P.S. CO and other project members are from Russia .

Well, It's a 12 Alpha-numeric characters passw . I don't use the same passw on multiple exchanges, for obvious reasons . I try to keep my ass away from exchanges like HitBTC, and I've always tried to secure my passwords and accounts .I just don't like 2FA , as I find it time consuming, and I don't always have my smartphone around to get a text or to use my gAuth .

Do i really need to be punished for not liking 2FA ?

Trying to brute-force a 12 characters passw will sure take decades

These guys are smth else. The ways these antifraud system works is just to demoralize you, and keep asking you for unrelated documents, and shit like that just so it makes you give up . I've been asked for ID, Selfie with ID, Proof of adress, Proof of bank statement . After some days with no reply, i get a call with a hidden caller ID while i was at work(obviously i could not answer) from them. I ask them thrw a mail some updates and they told me anti-fraud called me a few days before , and i should have answered. BULLSHIIIT

Isolated case or not, it was not my fault .

I think it would be pointless because no exchange would really make a refund when someones account was hacked since its a traders or users diligence on the security of its account.Once tokens are sold and converted to BTC and sent to 3rd party wallet then exchange cant do nothing if they would decide to make refund then thats too generous for them but mostly they wouldnt do such thing.

This might seem like a very silly question, but how secure/robust was your password. Did you have a unique password or did you reuse your password on other websites? Given that you did not use 2FA, your password would have been your only defence.

Are you in talks with the other victim? and can you find any kind of relation to your current situation? Because if not your current situation could still be counted as an isolated incident. Plus minor evens like a few members that got hack cannot prove that the exchange's system has a threat in their security. Try asking for a follow up on your request maybe they will give you the information this time. And does your account not 2fa enabled?

But you are done with it and your funds will be stolen forever,and this is not an exchanges's fault so you can book a complaint against them or contacting their support team is useless.Your case is like you have a branded wallet like puma and you keep some money on it when someone take your money and you are now complaining about these to that Puma company,funny right.

BU\ut this is a good lesson,you even admit that the amount is very small so you no need to worry about that too much next time have strong password with 2FA enabled to have secured account.

The exchange getting hacked in India is very different from this story. Here, a user's login credentials have been compromised. In the Indian case, the exchange was hacked and funds belonging to users were stolen. There the exchange was at fault and it is their duty to reimburse their customers.

The problem in this case though, is that it's a fact that your account got hacked. Whether it's a fact that it's not your fault or that it's the exchange's fault has been yet to be established. Heck, it may never even be established without the help of law enforcement, which is unlikely to take any drastic actions because of the low amount involved. Ultimately, the burden of proof is on you.

I understand that you believe you did everything right, and I'm more inclined to believe you that you took perfect care of your security, but cases like this can't be completely ruled out when using a third party service to keep your coins. My suggestion would be to talk to support to get as far as you can with all your info. If you don't get refunded, which is the most likely scenario, stop using their service and move on.

Even if the exchange got hacked means the chance of getting refund is very less because they don't have enough money to pay all the account holders and we agree all the terms and conditions before sign up into any exchange so its our fault to kept that account unsecured because most of exchanges provide Two factor authentication so if you enabled this means your funds won't get hacked so exchange have no role to play in this case.

There is so much hustle going on about this exchange getting hacked and the funds getting lost . Similar thing happened in an Indian exchange too and the people who kept money in exchange lost it . This would obviously create a sense of panic . Giving your id might be their process as this is a local exchange , so i don't think there will be a problem about that . If you are not the only one who got losses then you might get a refund , otherwise forget about it and move on.

I can't find further more reviews from that exchanges so it's hard to trust on a website exchanges with no reviews. For some instances i think you have to change your password for your every account you have. I think your account maybe compromised in the first place if those choices are not in the second or third. Always use a 2FA for your every transactions, it keeps you protected in the first place.

If their support won't give you any response then i think it's time to move on and learn the lesson.

If your account was hacked means the exchanges have to refund your money so in this case you can't do anything,that might be a good lesson for you why the people saying we need to keep our funds in a wallets.Even the exchanges hacked in many instances so investors need to be careful with their funds.
Sorry for you loss buddy.

I understand you want to find out how this happened,there is no doubt that hacker is somehow found out the details for logging in your account.Since you found another case of hacking on same exchange it is possible that there is some security flaw-but in that case it would be realistic to expect more reports of hacked users.

Did you ever accessed your account in some public wi-fi network-or do you use wi-fi at your house?There is a chance you are a victim of man-in-the-middle attack.

If it is the second or third option I do not believe that any exchange openly admitted that it was about it,that would be very bad advertising-so it is always easier to approach to such problem in the way that the fault is transferred to the user.

Since you send them what they ask you need to wait for the answer,and if you are not satisfied with the outcome and you have the will to continue with the investigation, finding a lawyer is the next logical step.

If the website was actually hacked, we would have seen more people posting about the exchange being hacked. And if they were actually hacked, they would have realized and let everyone know and tell them to change their password.
I am not saying that its your fault, but if you had enabled 2FA your funds would have been safer.
Anyways there is nothing much you can do I guess. Just warn other people and if you do have solid proof then you may be able to take legal actions.

Indeed, i did not use any form of 2FA, just because i don't like using multiple devices to access my account. My authetificator is on my smartphone. I don't use the same credentials on multiple websites anyway. But why is it one's fault if the website gets hacked,you don't have 2FA, and you lose funds?(Assuming the vulnerability did not come from your end)

It's a low amount, I know, and it may seem like bragging, but i cannot help it. It wasn't my fault, i spent time on that project, invested emotions, had some plans, and now..SWOSHH ..GONE!

How easy is it to access your account? I mean was there any additional security layer on your account like two factor mobile authentication or email notification when someone from unknown device accessed your account? Or at least an email approval when withdrawing from your exchange. All these additional security level should exist in an exchange, or else you should avoid that exchange. And if it does exist and it is you who did not enable them, then its actually your fault. The hacker somehow got hold of your credentials and hacked your account. Maybe you used the same Login information on different sites and one of those sites had their database leaked.
Again, think about it this way. If they let you have  a refund, then imagine how many people are going to abuse it. They will say that their coins where hacked (despite it was them who sold their coins and cashed out) and ask for a refund.
Sorry to say, but the chances are low of you getting back your coins. I know its very frustrating, but the best thing to do is move on and stop crying over spilt milk, you will just end up with more losses. Since you believe that the price of HBZ will eventually skyrocket anytime soon, but the price has dropped for now, then use this opportunity to buy and sell it when the price goes up.

Not that isolated as you think, i did find another guy, whose account was hacked 25 days before mine. The chances to be my own mistake are quite low, a check with 4 antiviruses reviled nothing. Chrome history looks OK, my extensions have been verified, my Gmail has no trace of an external device.

My first ticked i opened with their support was me, explaining the problem, and asking them for t a list with recent login ips and informations. Guess what?! They ignored it !

Well, I didn't found enough reviews for me question this exchange platform when i decided to deposit my coins, but the hack still happened.

After i saw what happened with my account, i did a spyware check on my pc, and nothing showed up. No key-logger, no virus, nothing at all. I also checked my gmail, for recent devices and ip's and didn't found any devices that i do not own. I also did a check on all my smartphones i own, no spyware there also.

I never save the password on my Chrome/Firefox, and always get them offline on a piece of paper. I am an introvert, and actually did not even left the house/had guests since i deposited the damn HBZ.

Checked my history, no phishing tentative or smith similar looking.

I'm quite a tech-y guy , I;m not that dumb to fall trap to a phishing scam..

While searching some reviews and some news about this, i found another guy, that was trying to get help on a telegram channel, and found out his 4 Litecoins are also gone. He said he never received a text on his smartphone, not even an email notification, leting him know about his stolen assets.


If there really was one of the second/third options, They can just say it wasn't, and it was actually my fault, and there is nothing for me to do, other than stay pissed .

So your saying that all you have in your account is sold,? But you want it to be retrieved? It cannot happen mate. Once the fund is send to an external wallet means you don't have the clicking power to send it back again to you. You may now give up because even thou you retrieve your account but not the fund inside the wallet its useless. For now it will be a lesson. Even thou you complain and complain hackers will not give it back to you. Secure your account next time and don't just roam around with unsecured sites.

I sent them my ID and a selfie with the requested information, and now I'm waiting for feedback. As for the price drop, helbiz listed the coin at 0.75$ and all those with airdrops and free coins dumped. They have a pretty good team , and have Skrill as a partener, so i would expect this project to skyrocket in the future.

My HBZ were there because I put an order to sell at a higher price, and was expecting the price to get back to normal. But..whoever got in my account, sold all of them for low, just so he can clear the board. I won't give up anyway, I'm quite pissed off .

Definitely, you don't have any right to claim any recover or even damages as the hacked was made possible to your own mistakes. Seeing that you are the only one affected proves that the hack only has targeted you and not the whole exchange itself. 60$ is a lot of money but I wouldn't go through legal proceeding as it won't be worth it as it is only a few bucks to consider it in that procedure.

As for you providing your proof of identity to them all I can say is legal and other exchanges are doing it as well, some exchanges even limit your account if yours is not verified. Sending your proper documents would help them identify you as the right owner of the account.

I have found no news that this exchange is hacked, so this would mean that this is isolated case.Probably you are victim of phisning or some sort of malware/RAT on your device who came into possession of your login details and stole your funds.

After you submit ticket to their support they just want to be sure that you are the real owner of that account,so this is something you should do in my opinion.They will maybe conduct some kind of investigation to find out who is hacker.

In my opinion there are three possible causes which caused the loss of your funds :

- You are victim of phishing/malware.
- There is a security flaw in exchange system.
- This was inside job.

If it's the first case then it is not realistic to expect a refund,obviously it is the user's failure.In case the loss of funds came due second or third option,you can hope for refund-but in that case you will have to prove that this is exactly what it is happened.

At this point, I don't think there is anything you can do about it than to wait for their response to the ticket raised. On whether its legal to ask for your details, its unfortunate that you have to comply with it as your refusal would give them an excuse to shift away from their own responsibility for being held accountable. While there is nothing to recommend because there is nobody authority to report to, the amount lost is not enough to gather the number of audience to force an action on their part, you can only take this as a lesson.

One major lesson is never to keep your funds on exchange site. You are better at keeping it for yourself. I am also skeptical about the amount of time that coin would have been there because for it to lose value in such high percentage, you must have been waiting a long time for it to recover having bought it during the ICO period which might makes it an inside job for the perpetrator to have thought there is no one interested in the coin again. Another lesson is for you to be more vigilant in your investment decisions, if this coin had been a valuable one, you would probably would have sold it, or the developer have an offline wallet for you to keep it. #my opinion.

So, The exchange platform is Bitlish.com.

Exchange is registered on
Reg no. 9564930
161-165 Farringdon Road, London, United Kingdom, EC1R 3AL.

Context:

On april 30, between 2-3 AM my account was hacked, my 4000HBZ were sold for a crappy price in ETH, then converted to BTC and sent out to an external wallet.
In the morning i found the language switched to RU and all funds gone.

I submitted some tickets to their atifraud sistem,and after allot of waiting, they asked me for some photos with my ID, selfie, and a proof of address . (Is this legal? Do i have to send them?)

What would you recommend for me to do, so i get my assets back?

I know it's a long shot, for an exchange to refund it's users after a hack occurred, But i'm willing to do anything, even if i lose more money with lawyers and stuff like that, than what i already lost.

I also know i din't lose allot of money, my 4k HBZ were about 40-60$. But i bought those in ICO stage with 0.15$ per coin, so seeing the price drop, and after that losing my coins after i invested time into a project pissed me off.