- Blockchain.com - Reward account blocked and crypto staking gone

[pbal55555]

It has been a month since I no longer had access to the reward of the platform in question. Check documents pending for 30 days.
Despite the repeated reminder emails to date no one answers anymore. The account on the platform is now zero, 0,51 ETH and about 700 XLM they are no longer visible.
discussion opened on March 7 on Bitcoin Forum > Local > Italiano (Italian) https://bitcointalk.org/index.php?topic=5388743.0
any advice on how to recover my crypto?

[hosseinimr93]

I haven't ever used blockchain.com reward account and I don't know how it works. But you should be able to see your transactions history. Have you checked your previous transactions?
Your account may have been compromised and a hacker may have stolen your fund.

[NotATether]

Can you provide screenshots of the situation for non-Italian speaking users?

[pbal55555]

I haven't ever used blockchain.com reward account and I don't know how it works. But you should be able to see your transactions history. Have you checked your previous transactions?
Your account may have been compromised and a hacker may have stolen your fund.

yes controlled transactions. Nothing came out

[hosseinimr93]

yes controlled transactions. Nothing came out

If you are sure about that, there should be a bug causing the balance to be zero.
Blockchain.com wallet is so buggy. I have heard of many reports complaining about zero balance. Maybe, there's a same bug in their reward account.
If that's the case, the only thing you can do is contact their support and ask them for help.

[pbal55555]

Can you provide screenshots of the situation for non-Italian speaking users?

list the mails received from the support :

Feb 25, 2022
Hello ,
Thanks for reaching out. I’m sorry to hear that you are experiencing this issue.
 It looks as though you've recently recovered your Blockchain.com account. And this may have impacted on your ability to alter your assets.  Please note that this is an important security measure intended to ensure the security of your funds. Our team is currently reviewing your most recent verification request.
 Once you are re-verified for the Gold tier you will be able to continue using our custodial services and be able to withdraw any custodial balances.
 We appreciate your patience and will contact you if we need any extra information.
Best regards and thank you for using a Blockchain.com wallet.

Feb 28, 2022, 10:32 GMT
Hello,
I understand your frustration about the situation and we apologize for the delay, but as my colleague Ivan has mentioned, since you have recently recovered your account using the 12 words back up phrase, we are obliged to re-verify your identity manually. Our team is currently working on this and it might take a bit more time until it's finalized. We sincerely appreciate your patience, while this is getting resolved.

Mar 1, 2022, 8:47 GMT
Hello ,
Thanks for contacting us. I´m sorry you are having this inconvenience.
The designated department is still working in your case. We kindly ask you for your patience and understanding. We can't provide you with a time frame, but rest assured that we are working hard to get this issue resolved as soon as possible. It is very important to check your email constantly, if we need any additional information or once it's solved, we will contact you over email. Please check even on spam folder.

Mar 3, 2022, 8:49 GMT
Hello,
I can see that this issue took more time than you expected to be resolved, however, I can assure that our team is still currently looking into it. We appreciate your patience and you will be contacted very soon.

Mar 3, 2022, 22:22 GMT
Hello
 Can you kindly assist us by providing an explanation on why your account appears to have been accessed from a number of different geographic locations? In response, could you kindly provide us with the following:
 Where are you accessing your account from (city/country)?
Are you using a VPN?
If using a VPN, can you please confirm where is the server located (city/country)?
 As a preventative security measure we have temporarily blocked your withdrawals.
 Thank you in advance.

Mar 4, 2022, 8:18 GMT
Hello,
Thanks for contacting us. I´m sorry you are having this inconvenience.
The designated department is still working in the recovery of your wallet. We can't provide you with a time frame, but rest assured that we are working hard to get this issue resolved as soon as possible.

Mar 8, 2022, 15:39 GMT
Hello,
 It appears your account may have been compromised so I will need to send your ticket to our security team who will guide you through the next steps.
 The team will contact you via this ticket by email as soon as possible, if you have any funds they will explain how to transfer them to another wallet.

[ScamViruS]

Mar 3, 2022, 22:22 GMT
Hello
 Can you kindly assist us by providing an explanation on why your account appears to have been accessed from a number of different geographic locations? In response, could you kindly provide us with the following:
 Where are you accessing your account from (city/country)?
Are you using a VPN?
If using a VPN, can you please confirm where is the server located (city/country)?
 As a preventative security measure we have temporarily blocked your withdrawals.
 Thank you in advance.

Following their activities, it is clear that they are actually trying to deceive users like you. I think you can add some more factual evidence here so that the whole matter will be useful for the community members to understand. You gave them your personal information and the team is not paying attention to you anymore. If a website like blockchain.com does this kind of activity then it must be enough to panic. I am waiting for the detailed information in this thread. Because long ago I used blockchain.com a lot.

[hosseinimr93]

Mar 8, 2022, 15:39 GMT
Hello,
 It appears your account may have been compromised so I will need to send your ticket to our security team who will guide you through the next steps.
 The team will contact you via this ticket by email as soon as possible, if you have any funds they will explain how to transfer them to another wallet.

It's really weird. If your account has been compromised, why you don't see any outgoing transaction?
If they have locked your account for security reasons, why the balance is zero?
If they have locked your account, because it may have been compromised, they should show a message and inform you about that.
It's not the first time I've heard of such awful support in blockchain.com.
 

If a website like blockchain.com does this kind of activity then it must be enough to panic.

I'm not really surprised hearing such issues with blockchain.com. They are surely one of the worst bitcoin related services when it comes to support responsiveness.
I have also heard many reports complaining different bugs in their services. Unfortunately, blockchain.com is being used by many people, especially those who are new with cryptocurrencies.

[NotATether]

Well, since it looks like you have the 12 words, you'll at least be able to withdraw the non-staking funds in your wallet, right? It's not like they can stop you from typing the backup phrase into another wallet and send it somewhere else.

[khaled0111]

Well, since it looks like you have the 12 words, you'll at least be able to withdraw the non-staking funds in your wallet, right? It's not like they can stop you from typing the backup phrase into another wallet and send it somewhere else.

I don't think this will work. It seems all his coins are on his reward account which is a custodial service and the 12 words seed was used as identification to access his main account and from there he can access the reward account (pls correct me if am wrong).

What's funny is that it took them more than three days to figure out that he accessed his account from different locations and then five more days to realize that his account was compromized. And they are not ashamed to say that their team is working hard to solve the problem! Sorry OP and hope your issue will be solved soon.

[ScamViruS]

If a website like blockchain.com does this kind of activity then it must be enough to panic.

I'm not really surprised hearing such issues with blockchain.com. They are surely one of the worst bitcoin related services when it comes to support responsiveness.
I have also heard many reports complaining different bugs in their services. Unfortunately, blockchain.com is being used by many people, especially those who are new with cryptocurrencies.

Newbies use Blockchain.com as a wallet. I also used blockchain.com as a wallet for a long time when I was new to crypto world, but I stopped using it when I realized how dangerous it can be to keep funds in this wallet. It is true that blockchain.com has a lot of bugs that cause its users to suffer from various problems, crypto users should not use anything like this as a wallet.

[hosseinimr93]

It seems all his coins are on his reward account which is a custodial service and the 12 words seed was used as identification to access his main account and from there he can access the reward account (pls correct me if am wrong).

That seems to be the case.
From my understanding, OP (or someone else) used the seed phrase instead of username and password to access the wallet. That looked suspicious to them and now they don't allow OP to move any fund from reward account.

What's funny is that it took them more than three days to figure out that he accessed his account from different locations and then five more days to realize that his account was compromized. And they are not ashamed to say that their team is working hard to solve the problem! Sorry OP and hope your issue will be solved soon.

The more weird thing is that they changed the balance to zero.
Even if someone has tried to access the wallet, they shouldn't change the balance to zero.

[robelneo]

If a website like blockchain.com does this kind of activity then it must be enough to panic.

I'm not really surprised hearing such issues with blockchain.com. They are surely one of the worst bitcoin related services when it comes to support responsiveness.
I have also heard many reports complaining different bugs in their services. Unfortunately, blockchain.com is being used by many people, especially those who are new with cryptocurrencies.

Newbies use Blockchain.com as a wallet. I also used blockchain.com as a wallet for a long time when I was new to crypto world, but I stopped using it when I realized how dangerous it can be to keep funds in this wallet. It is true that blockchain.com has a lot of bugs that cause its users to suffer from various problems, crypto users should not use anything like this as a wallet.

This is my first wallet because it's easy to use because it is a browser-based I have not experienced any issue at all but I don't want to wait for these things to happen to me there are so many bad reports so many bugs and this is something that any active investors should use as one of their main wallets, my recommendation do not use Blockchain.com as your main wallet, use it as a transfer wallet but not a storing wallet, it should be a decentralized wallet like Exodus or Electrum where you can control all the private keys.

[hosseinimr93]

it should be a decentralized wallet like Exodus or Electrum where you can control all the private keys.

If you use blockchain.com as a wallet, it also gives you access you to all your private keys. You don't have access to the private keys if you use it for trading or getting interest, which is normal.
The biggest problem with blockchain.com is that it's close source and there is no way to know whether they have access to your keys or not.

Exodus is also close-source and I wouldn't recommend anyone to use it, especially for holding big amounts.

[sheenshane]

I remember before one of my friends told me that there's XLM free reward when you go through KYC, if I'm not wrong that was $25 worth right?

I have had an account on this web wallet too before but last few years when the changed SSL from Blockchain.info to Blockchain.com it seems they become buggy at this time.  Most newbie Blockchain wallet is their first wallet just like me before and I think this is just a bug, you can try to use another device to log in to your wallet it might be there or try to look at the transaction history.

Make sure you followed them well it could be it was discrediting the reward if they found something wrong, contacting support here is nonsense because they don't usually respond, if they will, you're very lucky.

[Potato Chips]

Custodial services (rewards/staking/interest etc..) are tied to your KYC information and not your backup phrase which is why if you try to recover your blockchain.com wallet using your backup phrase, all the custodial services you have started wouldn't exist. This doesn't mean it's all gone, you would need to reverify again like what the support told you to recover those custodial accounts. I've seen enough poor service from blockchain.com that I'm not even surprised you've been waiting more than a month for the verification to push thru...

But it's slightly a different story if your account has been compromised as the amount of coins you had may not be the same anymore... I've never used any of their custodial services but I've always thought users are to get some sort of notification for every withdrawal like emails. If so, have you tried checking on this OP?

[pbal55555]

I enclose emails for the recovery of funds... how will they transfer funds from the old to the new account?


Hello   ,
 Thank you very much for your patience.
 In reviewing your Blockchain.com account, we have noticed some suspicious activity. Therefore, we have restricted the usage of your account's custodial services, and your case has been escalated to our Security department for further investigation.
 Please note that Blockchain.com employees do not have access or control of a user's funds on their Private Key (non-custodial) wallets, which means we do not have the ability to reverse or cancel transactions, or refund lost funds.
 However, we would like to assist you in securing the funds currently in your Rewards (custodial) account.
 As it seems that your wallet may have been compromised, you should no longer use it to hold funds. If you’re using a computer, please visit https://login.blockchain.com/#/signup and create a new wallet with a new email address and a new, unique password.
 
As a reminder:   
Never share your 12-word recovery phrase. A third party can use it to access your funds even if you have two-factor authentication (2FA) enabled and change your password. Blockchain.com will never ask for your recovery phrase.
Never give a third party wallet access, or allow a third party to create a wallet for you.
Please take measures to secure your email, and the computer or device used for wallet access. This may involve running a malware scan or consulting an IT professional.
Avoid phishing sites or social media scams by bookmarking important links including https://login.blockchain.com/#/login and https://support.blockchain.com.
 
Please perform a security check on your device for any malicious software that might be installed. Please check your mailbox for a phishing email you might have received and your browser and apps for a fraudulent website that you might have visited or a fake social media account you might have been in contact with. Please provide us with any such information you might have.
 For more information on the most common scams in the crypto world, please click here.
 
As I mentioned, I'm happy to report that we are able to assist you with safely accessing the remaining funds from your Rewards accounts. You will first need to apply for Verified Level verification in your new account. Please have a look at this guide for more information on how to do this. 
 
Next, you will need to please reply to this message with an all-in-one high-resolution selfie of yourself holding an ID document and a paper with the following handwritten text:
Today’s date
Today’s bitcoin price
The cryptocurrency(ies) and/or fiat currency(ies) in your Trading and/or Rewards Accounts
Your full name
Your residential address associated with your new account.
Your date of birth
The email address associated with your new Blockchain.com Wallet
Your new Wallet ID
 
Please see the image attached for reference.
 Once we have this information, we will proceed with a review and inform you as soon as it’s complete.
 Thank you for your patience and understanding. Please let us know if you have any questions.
 Kind regards,

[Potato Chips]

how will they transfer funds from the old to the new account?

Since we're talking about their custodial services (funds they have full access/hold the private keys), it would be just importing your user data to your new account. Blockchain.com will just be inputting numbers.

Im curious if your non-custodial wallets (those tied with your backup phrase) had any amount in them? if so, were they all gone?

[pbal55555]

how will they transfer funds from the old to the new account?

Im curious if your non-custodial wallets (those tied with your backup phrase) had any amount in them? if so, were they all gone?

sure they contained an amount ...... yes

[Potato Chips]

sure they contained an amount ...... yes

Then it would be weird if you were to receive an amount less than what you had in your custodial wallets. A hacker having an access to your whole account (non-custodial and custodial wallets) and not wiping everything would be a very unlikely situation unless there was some kind of restrition (e.g. hold periods, etc.) which led to not being able to withdraw everything.