My Pokerstars account has been hacked

[kucu2014]

March 21, 2021 I logged in to my pokerstars account I received this message Your Stars account has been frozen please contact customer service. Then I looked at my email address and read this Hello Bela,
To verify you as the account holder, we need an additional verification document for confirmation.
Please send us a digital photo of you holding your ID document (in your hands, close to your face). This ID must be legible and the same document that you've already sent us. Ensure the photo clearly shows your date of birth and the date of issue and expiry.
We request this information to compare yourself with the photo identification provided.
You can upload your photo via our desktop software, mobile app, or website.


Once we receive and review, we'll notify you.
Any other questions? Just let us know.

Regards,

Antonino
Anti-Fraud Team

To enhance the security of your Stars Account, we strongly encourage you to set up our additional security features; Stars PIN, SMS Verification, RSA Token and Security Questions.

Activation of these features is extremely simple and can be completed within the ‘Account’ menu within our software.

We will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.



You are receiving this email as a customer of The Stars Group (TSG), who operate brands that are accessed using a Stars Account.

For more information visit: http://www.starsaccount.net/

Malta Address: Villa Seminia, 8, Sir Temi Zammit Avenue, Ta’ Xbiex, XBX 1011, Malta
Isle of Man Address: Douglas Bay Complex, King Edward Road, Onchan, IM3 1DZ, Isle of Man. I do not use a Neteller account. So who could have done that? I'll get another e-mail Hello Bela,
To verify you as the account holder, we need an additional verification document for confirmation.
Please send us a digital photo of you holding your ID document (in your hands, close to your face). This ID must be legible and the same document that you've already sent us. Ensure the photo clearly shows your date of birth and the date of issue and expiry.
We request this information to compare yourself with the photo identification provided.
You can upload your photo via our desktop software, mobile app, or website.


Once we receive and review, we'll notify you.
Any other questions? Just let us know.

Regards,

Antonino
Anti-Fraud Team

To enhance the security of your Stars Account, we strongly encourage you to set up our additional security features; Stars PIN, SMS Verification, RSA Token and Security Questions.

Activation of these features is extremely simple and can be completed within the ‘Account’ menu within our software.

We will NEVER ask you to confirm your login credentials or password via email, phone or chat facility or in any way. We do not advise giving your login information to anyone under any circumstances.



You are receiving this email as a customer of The Stars Group (TSG), who operate brands that are accessed using a Stars Account. :joyman: Well, I sent all the documents years ago. Why are they asking me again? I wrote to them that I didn’t understand why they were asking me again. I let them know that I did not request the Netteller payment.:joyman: I got that answer Hello,

Thank you for contacting Stars Marketing Security.

Unfortunately we are currently experiencing a period of high volume.

If you are awaiting a response please be patient, we apologize for the delay and will endeavour to respond as quickly as possible within the next 24 hours.
I'll do this later Hello,

Thank you for providing the requested documents.

We recommend you to take necessary action in protecting your computer, email, and account along with personal data stored in your computer. This includes, but not limited to; scanning your computer to ensure no harmful software is installed and changing the password in your registered email account and account as a precautionary measure.

To reinstate your account with a new password and PIN, we'd like to ask you that you please provide us with:

Confirmation of your computer/device and email safety - please scan your computer/device and remove any virus or malware detected.
Once this information has been provided, and the security check has been passed we will reopen your account.

Regards,

Vladislav
Anti-Fraud Team Then a few days later they sent an email with an access code. And this sight is received https://ibb.co/9Tk6ZJg

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What is this? Do you understand? Of course, I indicated to them that I did not do these. But I haven't received an answer yet. Now that's the thing, I can log in but all game rights have been revoked for an indefinite period of time.

 

[kucu2014]

https://ibb.co/9Tk6ZJg

 

[karl coakley]

Yeah, that sucks. I'm sure it will get sorted eventually, but this is why you have to be careful with how much money you leave in your account.

Hopefully it moves quickly, just stay on them.

 

[kucu2014]

I do not understand. How can my account be negative? Does anyone understand?https://ibb.co/9Tk6ZJg

 

[kucu2014]

I got this answer Hello Bela,

Thanks for your email.

Your account has a negative balance because of a recently failed deposit which wasn't successfully transferred from your bank to your account. We're not able to tell you why the transaction's failed however, we can confirm that the funds never left your bank account and should still be available for your use. Therefore, resolve the negative balance in your account by making a deposit as soon as possible.

You may use any of the deposit options in the Cashier. Transfers received (if possible) from other players will be applied towards any negative balance you have as well.

If you repay your outstanding balance via eChecks, this deposit must clear before you are able to play again.

Hope it resolves the issue but if you need anything else, just let us know.

Regards,

Vikas
Anti-Fraud Team ????????????????????????????????????? Is that how? Should I pay? How do you imagine? This minus $ 93.22 was on March 26th. Then I could no longer log in because my account was frozen. So who was it then? I looked it up in the emails afterwards. Dear kucu2014,
>
>
>
>This email is to notify you that we have received a chargeback from Mas =
>
>tercard account 5***********2612.
>
>The amount of your chargeback has been deducted from your Stars Account=
>
> balance for repayment of this transaction. Details are given below and=
>
> can also be viewed in your transaction history when you login to your =
>
>account and click on the "History" button in the Cashier.
>
>
>
>*Important: Your Stars Account has been restricted. You may login to vi=
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>ew your transaction history but your deposit options have been limited =
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>and your ability to play or transfer funds to another player have been =
>
>suspended (you may still receive transfers from other players). The details of the purchase transaction are:
>
> Reference Number: -1701907127
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> Amount: USD 93.92
>
> Date: 20/03/2020 02:30 CET
>
& gt;
>
> If your current balance is less than $ 0.00, this means that you did no =
>
> t have sufficient funds available in your Stars Account to repay the to =
>
> tal amount of your chargeback. Please make a deposit using one of the a =
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> vailable deposit options and / or contact "Stars Security" & lt; security @ star =
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> saccount .eu & gt; to discuss the status of your account.
>
> If your current balance is $ 0.00 or greater, you have already repaid t =
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> he amount owing, please contact "Stars Security" & lt; security @ starsaccount =
>
> .eu & gt ;.
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>
>
> If you confirm that you have no knowledge of this transaction, we will =
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> treat it as a criminal act, and notify the authorities in your area. Th =
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> is may result in the person responsible for being investigated and prosecut =
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> ed.
>
>
>
> Your assistance in resolving this matter is appreciated.
>
>
>
> Regards,
>
>
>
> Stars Security
>
>
>
> For additional information, please visit: http://www.starsaccount.eu/po=
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> ker / room / support / security-faq /
>
>
>
>
>
> You are receiving this email as a customer of The Stars Group (TSG), wh =
>
> o operate brands that are accessed using a Stars Account. = 20
>
>
>
> For more information, please visit http://www.pokerstars-gg.eu/starsacc=
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> ount. = 20
>
>
>
> TSG Interactive Gaming Europe, Villa Seminia, 8, Sir Temi Zammit Avenue
>
>, Ta 'Xbiex, XBX 1011, Malta.
>
>
>
>
>
> I didn't make this payment. But I can't access my Pokerstars account because it's frozen. But why was it frozen? I didn't do anything then why was my account frozen? I have never used credit card payments. Who could have done it?

 

[ChickenArise]

This is an interesting topic that I would like to see what other members think the best avenue to take would be. If I read correctly seems OP is on the hook for just under $100 that someone purchased with a card that didnt go through while hacked.

I dont think you can resolve this without making Stars whole and then adding 2FA to the account for additional protection in the future.

What others say?

 

[DomDoctor01]

I think it's best to also talk with your bank.I've had chargebacks on a Revolut account some time ago where and all I had to do was talk with the bank.Also im thinking that for this ammount if you cant solve it sny other way , to avoid prosecution maybe you should just deposit that 93$? Best of luck and dont worry , you will sort this out.

 

[pcurley17]

i feel for you bro,
lets hope it gets sorted soon

 

[toots babos]

Is that your mastercard?

 

[Serjo600]

The usual thing, just such letters come, if in the chain of those people with whom the exchange or just transfer of money was made, turned out to be scammers or noticed in chipdumping, then automatically, the account can fall under checks, also such checks are satisfied, if you often withdraw money, and this does not mean that your account was hacked.

 

[HungryLyan]

Wow that is scary. Now I start to worry how much I should have sitting in my PokerStars account. Maybe not over $200 so I just cash out leaving around $10 minimum to continue playing.

 

[kucu2014]

Is that your mastercard?

Not mine. And I don't know whose it can be

 

[toots babos]

Not mine. And I don't know whose it can be

It's a strange one. What about the netteler withdrawal cancellation? When did you request the withdrawal?

 

[kucu2014]

It's a strange one. What about the netteler withdrawal cancellation? When did you request the withdrawal?

I didn't ask for the payment. I do not use a neteller account. I have as krill account. After 3 a.m., someone asked when I was asleep

 

[toots babos]

I didn't ask for the payment. I do not use a Neteller account. I have as krill account. After 3 a.m., someone asked when I was asleep

OK, have you told pokerstars this? Do you always play from the same Internet connection and device? If so, you could ask them to look into potential suspicious log ins and see what they can tell you.

Edit: did you receive an email from them notifying you of a new log in from different device?

 

[Chebchoub]

I'm sorry for you. This is bad news. Pokerstars are hard to hack but our computers and phones are easy to hack. So it is better not to put any password on the computer or the phone

 

[kucu2014]

OK, have you told pokerstars this? Do you always play from the same Internet connection and device? If so, you could ask them to look into potential suspicious log ins and see what they can tell you.

Edit: did you receive an email from them notifying you of a new log in from different device?

I have already told them I replied I should report it to the police.

 

[ChickenArise]

I have already told them I replied I should report it to the police.

Unless someone is requiring a police report, the police arent going to help you accomplish anything.

 

[sharipov8090]

I have come across full account verification.I had to wait two weeks.But there were no such problems.He will hope that everything will be fine.

 

[Johnny78B]

Not mine. And I don't know whose it can be

Damn, first time I see it in poker stars. Looks like somebody tried to hack your account out. Hope you and PS sort this situation out.

 

[PatriceM915]

Yes, the rackers are smart, so be smart and don't leave a lot of money in your Poker account, better security and leave it in the bank that has insurance against rackers

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[kucu2014]

I got that answer: Hello Bela,
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We have fully reinstated your account.
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Our investigation shows that your account was accessed from a device with no previous logins.
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Your login credentials could be compromised because there were no failed login attempts. This means that whoever accessed your account knew your password.
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As stated in our Terms of Service, we'll not be liable for funds lost on your account. It's your responsibility to ensure that your personal details are secure, and we're not responsible for any losses resulting of insufficient security measures.
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For information on extra security features and suggestions to keep your password safe, visit the 'Help' section of our website:
www.pokerstars.eu/help/sub-categories/account-security
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Regards,
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Vladislav
Anti-Fraud Team

 

[toots babos]

Run a virus scan / malware scan on your computer please just in case someone has put something sinister on your machine.

At this point you're out of pocket. Can you ask pokerstars if the log in came from the same country as you. Are there any friends you don't trust fully?

Can you get yourself an audit from pokerstars to see what this person played during the period they were online? Where did they end up losing the money?

This should be easily traceable since there's a mastercard involved but perhaps it was a stolen one....

 

[Joe]

Has anyone out of the ordinary had access to your computer? Either in person or remotely?

If you've never shared or accidentally shown your pass to someone then it sounds like a keylogger to me.

Like that guy who installed Trojans on Polk's machines so he could remote view Polk's screen & seen his holdings, TF..? :dontknow:

Sad this happened to you & I hope it's resolved swiftly!

 

[kucu2014]

Run a virus scan / malware scan on your computer please just in case someone has put something sinister on your machine.

At this point you're out of pocket. Can you ask pokerstars if the log in came from the same country as you. Are there any friends you don't trust fully?

Can you get yourself an audit from pokerstars to see what this person played during the period they were online? Where did they end up losing the money?

This should be easily traceable since there's a mastercard involved but perhaps it was a stolen one....

I emailed them. I look forward to hearing from you