My stars account has been hacked

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dpucciarelli

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Hi there. Yesterday I received an e/mail that said that a withdrawal of all my funds has been requested to a skrill account which is not mine.Luckily, I could cancel it from the cashier and I send an email to support in order to give some explanations about what had happened. I was constantly checking my account to see if everything was OK and it was. All the money in the cashier. I had no answer up to 14 hours later. Today, when i woke up i received an email from support telling me that my account was freezed since it was hacked by password commitment. They told me that, practically, it was my fault since my password was weak or i have shared it somewhere. I do NOT share my account and nobody has my details. Also, nobody has access to my account except me. They also told me that they would not take action with the lost of my bankroll. This is the part that scares me the most since all the money was in the cashier after i cancel the withdrawal. I have send them a picture of me holding the ID in order to verificate my account again and so they could give me a new password and PIN. It has been 5 hours since I have send them the email and I have no reply yet. Did I lost all my money???? I cant acces my account since they have frozen it. Can anybody help me?
Regards
Daniel
 
R

Rollex

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Crazy world... sometimes pokerstars support is useless when you need a reply.
Hope, everything will be fine.
Keep us in touch.
 
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dpucciarelli

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Crazy world... sometimes pokerstars support is useless when you need a reply.
Hope, everything will be fine.
Keep us in touch.

I will !!
 
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PHX

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They should sort it out.

Weird they should not be able to withdraw to a Skrill account unless a deposit from the skrill account. Plus Stars have a 48 hour period from deposit to withdraw. So if they processed the withdrawal it is their fault not yours and should refund you.

Also once you hit cancel withdrawal from cashier they promt you for passwaord once you put it in within 5 seconds the funds return to your account. At which point you should have changed your password.

I recommend getting the Pokerstars pin activated on your account as well as setting up mobile authorisation. Both options are free.

If you have a descent amount of funds consider buying the RSA Security token. It would cost you 37 bucks and you will have to wait for it in the mail to activate.
 
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dpucciarelli

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They should sort it out.

Weird they should not be able to withdraw to a Skrill account unless a deposit from the skrill account. Plus Stars have a 48 hour period from deposit to withdraw. So if they processed the withdrawal it is their fault not yours and should refund you.

Also once you hit cancel withdrawal from cashier they promt you for passwaord once you put it in within 5 seconds the funds return to your account. At which point you should have changed your password.

I recommend getting the Pokerstars pin activated on your account as well as setting up mobile authorisation. Both options are free.

If you have a descent amount of funds consider buying the RSA Security token. It would cost you 37 bucks and you will have to wait for it in the mail to activate.

Unfortunately i do not have 37 extra bucks to buy it and I did have a PIN in order to log in. I did not have sms since i did not know that method exist. I am still waiting for a reply.
 
BuzzKillington

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I agree. Get PIN and mobile authentication activated. Make your password not too easy to guess. Remember: the longer your password, the better.

If you do this, then you will have several levels of protection:

1. An attacker has to do a lot of work to guess your password. If your password is strong enough, then this is virtually impossible.
2. If they somehow get your password, then they still need access to your mobile phone in order to use it.
3. If they still manage to do that, then they also need your PIN.

Also, assuming that you are Windows user, make sure that your computer is free of viruses. Also make sure that your network is secure.

Take all the necessary precautions. Better safe than sorry.
 
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dpucciarelli

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I agree. Get PIN and mobile authentication activated. Make your password not too easy to guess. Remember: the longer your password, the better.

If you do this, then you will have several levels of protection:

1. An attacker has to do a lot of work to guess your password. If your password is strong enough, then this is virtually impossible.
2. If they somehow get your password, then they still need access to your mobile phone in order to use it.
3. If they still manage to do that, then they also need your PIN.

Also, assuming that you are Windows user, make sure that your computer is free of viruses. Also make sure that your network is secure.

Take all the necessary precautions. Better safe than sorry.

Thanks for your reply. I made a scan and nothing goes positive. I did have a PIN in my account .
 
PHX

PHX

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Unfortunately i do not have 37 extra bucks to buy it and I did have a PIN in order to log in. I did not have sms since i did not know that method exist. I am still waiting for a reply.

Once you have a PIN on your account they would not have just guessed your password they must have hacked you from a program on your computer or via your network.

You should have whatever devices you use to log onto PS checked out as well as your network. Be careful I would recommend not making any Credit Purchases from device or doing anything confidential or sensitive.

Also I would recommend going to a trusted friends place and using their computer and internet to change passwords on all your accounts. All email, bank, credit card ewallet basically anything you got. You dont know what else the hackers have.
 
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dpucciarelli

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Once you have a PIN on your account they would not have just guessed your password they must have hacked you from a program on your computer or via your network.

You should have whatever devices you use to log onto PS checked out as well as your network. Be careful I would recommend not making any Credit Purchases from device or doing anything confidential or sensitive.

Also I would recommend going to a trusted friends place and using their computer and internet to change passwords on all your accounts. All email, bank, credit card ewallet basically anything you got. You dont know what else the hackers have.

Thanks, I will do it.
 
hutzpaf

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Some time ago, someone tried to break into my account but didn't succeed. I use PIN. After that, I only have a small amount of money in the account.
 
walluyo

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My account also got hacked but in another site, so sad i wal lost all chips, in that account.
 
Debi

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These things don't get resolved in 5 minutes - much less 24 hours. Patience is a virtue. :)
 
shinedown.45

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I am still waiting for a reply from PokerStars support. It is a ****ing joke!
It can take up to 24 hrs to receive a response from pokerstars if I'm not mistaken.
They have not forgotten about you, you will hear from them, just be patient.
 
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dpucciarelli

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Thank you all for your replies. My problem was solved. After a long ID verification by email, pokerstars send me another PIN and password and my account was unblocked. All my funds are in the cashier so positive outcome ! Thank you all
 
Vlad symrak

Vlad symrak

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Those. support to help you! 21st century, no one is 100% protected, even government sites!
 
shinedown.45

shinedown.45

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Thank you all for your replies. My problem was solved. After a long ID verification by email, pokerstars send me another PIN and password and my account was unblocked. All my funds are in the cashier so positive outcome ! Thank you all
Good to hear, just remember, pokerstars has great customer support, slow at times but it is there.
 
cr0thund3r

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If you managed to cancel the withdraw its fine, the funds will be there. And yes practically it is your fault. they did all they could, they will confirm your account and thats it.

Also ask them to track the skrill account to which the withdraw was taken and try to figure out who it was.. If that email skrill later. Also I would suggest you acess PS from other pc because you may have a keylogger on your specially when choosing new pass and till you fix this.
 
Syltan

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I can only sympathize with you in this situation. I'm afraid that the only one who will help you is the support service.
 
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masha535

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I'm sorry , can not return , but it may take a week or more , you do not worry, maybe things will get better
 
BuzzKillington

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It has not been solved entirely yet. OP needs to figure out how their account was hacked. Otherwise the same thing might happen again in the future.
 
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dpucciarelli

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It has not been solved entirely yet. OP needs to figure out how their account was hacked. Otherwise the same thing might happen again in the future.

Well , you are right. not a clue how it happened...
 
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