Hello everyone!
I have such a situation with FTX.com, which I haven't been able to solve for over a month, the support does not answer me:
I lost access to my FTX.com account (more than a month ago), lost access to the my mail that is linked to my account. This happened due to the loss of my phone. Since my account on FTX.com is fully verified, I took the following steps:
I contacted support to change my email and 2fa, because they were compromised due to the loss of my phone. I understanded this because I lost accessing the services where I am registered, including FTX. After request support about identity confirmation, I sent the required selfie with a my document and lettering on paper, confirming the ownership of the account.
FTX.com support actions:
Only changed my mail, but 2fa wasn't removed! Thus, my funds on the account were saved, but I have not access, beacuse my phone with 2fa was lost!
2. I again contacted to support for remove 2fa, for the reason indicated above.
FTX.com support actions:
For some reason, they returned my account to an old mail, thereby depriving me of access again. I did not understand these actions and why they did it!
3. I again contacted to support so that they would change me to a new mail (which I initially indicated and to which I had already changed) and removed 2fa (for the reason described above).
FTX.com support actions:
They changed my mail again on my new, but at the same time the 2fa wasn't removed again. And in addition, they sent me a text that said that I broke the rules, which ones they didn't indicate, I didn't understand this, and indicated that I have 48 hours so that I can withdraw funds and they will block the my account! But at the same time, I still do not have 2fa access, for the reason described above!
4. I contacted to support of FTX.com again to disabled 2fa. I waited about 1.5 weeks for an answer! And finally I got the answer to my question:
FTX support response (literally, text from the letter):
""
Hello,
Further to enquiries from Australian police in relation to this matter, and pursuant to our Terms of Service, we have frozen the "my_mail" account.
We will maintain this freeze until the correct legal and beneficial owner of the account is identified.
In order to make this determination, we require either:
(1) written agreement between the two disputing parties regarding the account’s true owner; or
(2) a court order granting legal and beneficial ownership in the account to one or both of the parties.
For the avoidance of doubt, the account will remain frozen indefinitely pending such determination
Thanks,
FTX
""
5. I contacted again to support of FTX:
What's the two disputing parties? Where did it come from? What the Australian police if I'm a citizen of another the country?
This time, no answer from FTX.com support was received to my question! I have been waiting for an answer for a month or more!
6. Since I do not receive an answer, I myself wrote and sent them a written and electronic agreement with me, because I do not know the other parties and don't understand what is at stake!
The agreement was sent by me from the old and new mail, which had an account and which is currently located.
I was able to do this because I finally restored my old mail a few days ago. It was on this old mail (which I was finally able to return) that the FTX.com account was originally located. It was to this mail that support returned my FTX.com account when I did not have access, although I did not ask to do this!
I'm pretty sure the scammers were in possession of the old mail and account while I was recovering the data, because after restore I saw messages sent to FTX support! I could not read them, the provider encrypts letters after recovery, but according to the situation I think it is obvious that it was so!
7. I wrote to various authorities where you can get at least some answer from FTX.com, at least some information:
- Twitter /FTX_Official;
- wrote in twitter /SBF_Alameda;
- wrote in Telegram to various people of support;
- wrote to FTX.com Telegram groups for communication.
But I didn’t get the answer!
As for the Telegram, for some reason they began to remove me from the FTX.com telegram group (@FTX_Official ; @FTX_Russian_Official) and do not want to help me at all! This is the only way I regard these actions! Also, the support admins with whom I had a conversation delete the correspondence and delete my message. I don't know how to interpret these actions, but it all looks very strange!
Let me remind you that tickets was written by me more than a month ago, and messages sent in support mail, are also completely ignored! I need help in further actions, I completely described my situation, I no longer understand how to resolve the issue and call support for dialogue, I tried everything.