https://www.reddit.com/r/Bitcoin/comments/6ovp29/btce_wont_give_back_money_email_got_hacked/

MONEY IN QUESTION: $5,000

On July 2nd 2017 I got a text message (http://imgur.com/a/16zsM) that said to call someone.  I knew it was fake and ignored it the first time but then got curious and called the number.  It just went to voicemail and I didn't think anything of it.  About an hour later my cell phone with T-mobile didn't have any network service and would not make calls. I called T-mobile two times and they both said something is wrong with my Sim card. Mind you it was a Sunday and I was at a family gathering so I was unable to go to the T mobile store to see what happened.  The next morning I tried to login into my email account and it said that my password was changed.  As soon as I saw that I knew that someone was after my BTC-e account.  I logged into BTC-e and it was said that my account was blocked due to 2FA unlinking.  My Gmail didn't have 2FA and I know that was my mistake but I never thought I would be a victim of a cyber crime.


I made a support ticket with BTC-e, and this is what their response was:


(http://imgur.com/a/1gLRh)  <---- (**LINK TO ACTUAL MESSAGE 1**)


--- (**message 1**) --
[Posted on: 03 July 2017 09:00 PM
Please note that my original account that I have no access to currently is XX@gmail.com and since the attack, I have made a new account to communicate and receive emails. XXX@gmail.com is my new email/btce account with 2FA.

My cell phone was compromised, and it turns out that the hackers were able to take over my phone number. As soon as my number was taken over my gmail account was compromised. Unfortunately, my email was not 2FA protected, and the hacker was able to recover the password by having access to my phone number. All my recovery emails/questions/etc were reset, and I no longer have a way to access my email account. What I can't figure out is how the hacker has access to my btc-e-account. I believe he has access to the account because when I try to log in, it says account disabled because 2FA was unlinked. Can you guys please lock my account from any withdrawls until this is resolved if one has not been made already.

I have included a copy of my id to verify my identity. My email was full of stuff that can be used to identify me as well. Please see what you guys can do to help. My last transaction was a sell order XXX and a XXX. I am also able to verify most of previous trades to proof that I am the rightful account holder.

*Please contact me at XXX@gmail.com because I no longer have access to XXX@gmail.com due to the hack.]


(http://imgur.com/a/DOs4Z) <---- (**LINK TO ACTUAL MESSAGE 2**)

 
--- (**message 2**) --  
[I have included more items to verify my identity:

-Bank statement in my name mailed to my address
-Gas utility bill that was mailed to my address
-Screenshot of Google authenticator that was unlinked yesterday showing XX@gmail.com as an account
-Picture of email accounts showing XX@gmail.com was tampered with

I have plenty of items that can prove my identity.

I moved from XXX to XXX almost a year ago. I believe in my profile it still lists my XX address.
 Bank statement.jpg (1.06 MB)
 Gas utility bill.jpg (886.25 KB)
 Authenticator that was unlinked.png (140.94 KB)
 Account change picture.jpg (102.03 KB)]


(http://imgur.com/a/OKxMe)  <---- (**LINK TO ACTUAL MESSAGE 3**)

--- (**message 3**) --
[Posted on: 05 July 2017 01:40 AM
Dear Customer,

Thank you for contacting BTC-e.
Your account is blocked, the funds are safe, to unlock your account, go through the verification procedure to a new email address.

https://support.btc-e1.com/index.php?/Knowledgebase/List/Index/73/verification

If you have further questions, do not hesitate to contact us again.

Best Regards,
BTC-e Support
Knowledge Base http://[Suspicious link removed]/BTC-e-Support]

(http://imgur.com/a/B9M8t)  <---- (**LINK TO ACTUAL MESSAGE 4**)

--- (**message 4**) --
[Posted on: 07 July 2017 07:09 PM
Hello, my original account xx@gmail.com was blocked due to my email account getting hacked. The 2FA was unlinked, and I was told to verify with xBTCe to get it reopened. I made a new email/trade account with xBTCe under xxx@gmail.com which was recently verified and approved. At this point how to get access to my old account at btc-e.com which was xx@gmail.com? I know I have to wait a certain period of time, but I'm just not sure if my funds will be transferred to the new account xxx@gmail.com or will you guys just give me access back to my original account? My new email is xxx@gmail.com, and I already made a new trade account with that email at both xbtce and btc-e. Please let me know what to do next and thank you guys for protecting my funds from hackers! A good review for the platform is incoming.
BTC-E Support
Staff

  
Posted on: 09 July 2017 04:47 AM
Dear Customer,

Thank you for contacting BTC-e.

To verify your account send us the details of your deposits to the exchange (Screenshots of the e-wallets from which you deposited the funds to the exchange.)

If you have further questions, do not hesitate to contact us again.
Best Regards,
BTC-e Support
Knowledge Base http://[Suspicious link removed]/BTC-e-Support

xxx
User
  
Posted on: 09 July 2017 04:58 AM
Here is a screen shot of the last deposit into BTC-e for my account xx@gmail.com from xx. My original deposit to the site was xx time period. My last few withdrawals from the site were from xx and back.
 Last btc-e deposit for xx@gmail.jpg (196.32 KB)]


(http://imgur.com/a/osdlX)  <---- (**LINK TO ACTUAL MESSAGE 5**)



--- (**message 5**) --  
[Posted on: 10 July 2017 08:50 AM
Dear Customer,

Thank you for contacting BTC-e.

We see that you sent the documents, but the verification process is not yet complete. Please wait for the verification procedure to be completed.

If you have further questions, do not hesitate to contact us again.
Best Regards,
BTC-e Support
Knowledge Base http://[Suspicious link removed]/BTC-e-Support

xxx
User
  
Posted on: 11 July 2017 05:55 PM

That's understandable, I was just under the impression that after they notified me that it was verified on xbtce's end that the process was complete. Is there an estimated time from this point when I can expect the verification process to be fully finished? Thank you.

 I have also included pictures from my xbtce account for xxx@gmail.com that said it was already verified, that why I figured that it was over with.
 verified on xbtc.jpg (145.76 KB)
 verified on xbtc 2.jpg (238.09 KB)
BTC-E Support
Staff
  
Posted on: 15 July 2017 11:28 PM
Hello

You need to pass verification to e-mail xx@gmail.com

xx
User
  
Posted on: 16 July 2017 12:04 AM
I'm sorry I didn't understand. Right now I don't have access to
xx@gmail.com because it was hacked. I tried to recover it but all my
recover options were changed. It looks like it's not recoverable ever.]


(http://imgur.com/a/ixfWV)  <---- (**LINK TO ACTUAL MESSAGE 6**)

--- (**message 6**) --  

[Posted on: 20 July 2017 04:52 PM
Hello,

Just wanted to get an update on my account status. I can also provide all the up addresses that I used to login to xx@gmail.com and currently still have access to if that helps. My ip's match xxx@gmail.com as well if you would like to check.

My home iPad that I used to login
104.xx
My home desktop computer is
104.xx
My cell phone ip address
172.xx
Work computer ip address
104.xx
Other work computer ip is
142.xx]

http://imgur.com/a/oO8Uj

After this, my ticket was closed and nobody responds or replies to anything.  I know that I fucked up with not having a 2FA on my Gmail account but I believe that I have provided more than enough info for them to unlock my account or change my email to my new email.  I have around 5k on my account I worked real hard to earn it.  I also like BTC-e and their platform, but I'm not sure why exactly they want to rob me of my coins.  I have been on the site since 2013 and the support I'm getting is terrible.  Has anyone had any experience with losing access to the main email account registered with BTC-e?