Re: Poloniex account hacked and all monies traded away,TICKET NUMBER #271818

My chain of communication with Poloniex

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Hi xxxx,

I am very sorry that this has happened to you, however we have not had any breach of security on our side and this incident is specific to your individual account. We can not be held responsible for any breach where the attacker has used your login details to gain access to your account.

Your greatest risk is an account breach due to your login credentials being stolen through phishing or social engineering, which is most likely the case here. This is why it is so important to have 2FA enabled on your account. Also critical: the email address the account is registered under needs to be carefully protected as well, including a unique password and 2FA. Ideally, these accounts should be accessed either from a dedicated computer or a computer that is used for as little else as possible. Any sort of remote access software, such as Team Viewer or VNC, should be completely removed.

It is not possible to reverse trades and if the funds have already since left our system/been withdrawn then unfortunately they will be gone forever due to the nature of blockchain technology.

Our compliance team are investigating this particular matter however and if it surfaces that we can recover any or all of your funds then we would indeed inform you of this in due course.

Thank you for understanding.

Best regards,

Kevin
Poloniex Support

Ticket: https://poloniex.freshdesk.com/helpdesk/tickets/271818

B
xxxx, said 4 days ago
Thanks Kevin,

Please let me know how long will it take for your compliance team to investigate this particular matter. Also please send me the evidence of who traded against me (the thief) and the evidence if the funds have since left the system. And if the funds have not left the exchange have you made any effort to block the thief's account and recover my funds. I would need all that information in the legal proceedings to follow.

I did not have any security breach at my end and all my passwords Were secure. At the end of the day I have been a victim of a crime and exchange should do all it can to recover funds.

Thanks,

xxx
K
Kevin, said 4 days ago
Hi xxx,

First of all, your account details were not leaked by us. We have never had any data breach on our system. This has arisen from the attacker knowing your login details, most likely due to phishing or social engineering, or possibly even something so simple as a malicious browser extension.

With regards to your request, unfortunately we cannot disclose details of an account to a 3rd party without a subpoena from law enforcement.

Best regards,

Kevin
Poloniex Support

thats completely and utterly bulls"it, they have the power to freeze any account they like and they can easily track down who's account was doing this and freeze it, it seems to me they don't care about what this hacker is doing.

Thats true, I sent them a screen shot of trading graph and exact time of the attack, on the very illiquid pair. They still have not investigated this from the looks of it! totally outrageous

its beyond a joke. I've just updated my ticket to tell them my password was one of a kind, never used anywhere else, i never give my password to anyone, don't write it down anywhere, and Is used on a secure devise. if they was to actually bother they could freeze his/her account and recover the funds, they just can't be bothered. i still think these exchanges should insure everyones funds for such things, i would happily pay a monthly fee if they did such thing.

Do you think we should start a legal action? I have lost a lot because of this

i am from the U.K if you're also from U.K, i would defiantly be interested in starting legal action with you, i have also lost a lot due to this and its set me back a bit.