Hi,

My money from Pokerstars account was stolen. I will try to write everything about how it happened with emails step by step. (Sorry for my grammar in emails and here).

On November 3rd I woke up and in my email saw strange emails from PokerStars: account closure, email changing, payment method changing and others. https://gyazo.com/260eda9d6d993cb8df3d821ab77ac7aa
https://gyazo.com/e1bc733ce663bbb9af178da604720f83 - (from this email later I realised that my account was not breached).
https://gyazo.com/1fe48d492978ba469e3181f2d976dd5a
https://gyazo.com/e97707d8224909b6d6097ae351c6ff9b

The first thing I did is change every password and at the same time writing to PokerStars support and live chat to stop any cashout requests. I was informed (on live chat) that my account is under review and any cashout won't be done. At this time all money was in my account and there was no withdrawal for me to cancel on my account in PokerStars software. After confirmation that cashouts won't be made, I did answer more emails from PokerStars, where I said to stop everything and that I don't want account closure, it's not me.
https://gyazo.com/741662760967bbc5fb92fb6c8129cfad
https://gyazo.com/c6acb81f5a6e1054c694004e41507b5f - (answered what they asked and said don't want account closing).
https://gyazo.com/a36ef7765f14e69d6b10877da709e0ca

November 4th. The first email I saw was a cashout made to an unknown skrill despite all emails and chatting the previous day and from the account that was under review.https://gyazo.com/695b5f7c47d62350f3e238061b52ac00 I contacted again through email didn't get responses and live chat support said I will be contacted by email. On chat, support said that my email somehow was pending and it will leave everything as I said on chat (did not provide another email). So that all day I was looking for any breach on my email address and there was nothing: no suspicious activity, no logins made not from my PC. On this day, I did not get any emails from PokerStars.

November 5th. I got an email that my email address "could have been compromised" and "unfortunately unable to cancel the withdrawal". I did reply to this email asking why cashout was made while my account was under review. When I contacted everywhere I could. Asked for emails that made cashout requests (and other questions). Got a response that they can't provide any information because that will be a privacy breach and I should scan my PC. Despite that, I had already done all that on the first day, I decided to do a clean reinstall of windows and contact them.
Emails: https://gyazo.com/e4be12115d92190e7fcacaced9031216
https://gyazo.com/f14b706093a12a77e159bf7fe9125d0a
https://gyazo.com/2a862fc986ce600ebdc8fd483db1402c

November 8th, Monday. I sent an email with a full explanation, questions and documents. Until this day I got not so many answers. My account was full reinstated now. I got emails that said they can't provide me with email history, can't provide what was written and when. No information.
Emails (one conversation): https://gyazo.com/f369359f66e625376037ccd863d864bb
https://gyazo.com/1e5c196124a6eb630c5c15d6c8c6e465 - (subject change to "compromised account")
https://gyazo.com/eb885606c45648f053cec8eadaee3e23 - don't know why they answered from the "wecare" email.
https://gyazo.com/ebd598f346773b63bafa3f5802732b73
https://gyazo.com/20d9c33515ea7f04a3d7c6ba24c4ac8f

Not many answers or information from PokerStars. More emails and more questions from me:
https://gyazo.com/4d77203c37bb94c8d28117dd1ba6220d
https://gyazo.com/700e72a5c634b347f2142271e728fa8f
https://gyazo.com/0eee70b4606af63b674e9375d15accd4
https://gyazo.com/e0f785fad810d8cbfd9999b131231d4b

What I know now is that my Pokerstars account was not breached, didn't find any breach on email and if a scammer had my email he would be got everything changed. What I think happened is that someone from a different email contacted PokerStars and with a photoshopped or leaked document was able to do this. PokerStars departments communication between themself bad.
At this point, I feel like Pokerstars just ignoring me. I did send emails to a different department (game integrity, hope support forwarded it) and waiting for answers.
Still don't get: Why cashout was made when my account was under review?
Why are PokerStars not providing me with the documents they got in my name?
When an email with a request to close the account, change email and change payment method was made?
Why cashout was made when money was not wagered?
Why cashout was made to the new skrill without any deposit from it?
In one of PokerStars emails, I was said that emails were sent from my address. What emails?

If anyone from PokerStars can contact me, please do so. At this point, I don't know if it even save playing again. I will update the thread if I get more information.

Thank You for reading till the end.

How to post pictures - someone will probably want to help you, but presenting things so that they don't have to click on 20 (literally) different links will make it more likely that that happens

Can't see where I can edit a post or delete a thread to create a new one, so will post one here with screenshots.

Hi,

My money from Pokerstars account was stolen. I will try to write everything about how it happened with emails step by step. (Sorry for my grammar in emails and here).

On November 3rd I woke up and in my email saw strange emails from PokerStars: account closure, email changing, payment method changing, and others.

- (from this email later I realised that my account was not breached).



The first thing I did is change every password and at the same time writing to PokerStars support and live chat to stop any cashout requests. I was informed (on live chat) that my account is under review and any cashout won't be done. At this time all money was in my account and there was no withdrawal for me to cancel on my account in PokerStars software. After confirmation that cashouts won't be made, I did answer more emails from PokerStars, where I said to stop everything and that I don't want account closure, it's not me.

- (answered what they asked and said don't want account closing).


November 4th. The first email I saw was a cashout made to an unknown skrill despite all emails and chatting the previous day and from the account that was under review. I contacted again through email didn't get responses and live chat support said I will be contacted by email. On chat, support said that my email somehow was pending and it will leave everything as I said on chat (did not provide another email). So that all day I was looking for any breach on my email address and there was nothing: no suspicious activity, no logins made not from my PC. On this day, I did not get any emails from PokerStars.

November 5th. I got an email that my email address "could have been compromised" and "unfortunately unable to cancel the withdrawal". I did reply to this email asking why cashout was made while my account was under review. When I contacted everywhere I could. Asked for emails that made cashout requests (and other questions). Got a response that they can't provide any information because that will be a privacy breach and I should scan my PC. Despite that, I had already done all that on the first day, I decided to do a clean reinstall of windows and contact them.
Emails:



November 8th, Monday. I sent an email with a full explanation, questions and documents. Until this day I got not so many answers. My account was full reinstated now. I got emails that said they can't provide me with email history, can't provide what was written and when. No information.
Emails (one conversation):
- (subject change to "compromised account")
- don't know why they answered from the "wecare" email.



Not many answers or information from PokerStars. More emails and more questions from me:





What I know now is that my Pokerstars account was not breached, didn't find any breach on email and if a scammer had my email he would be got everything changed. What I think happened is that someone from a different email contacted PokerStars and with a photoshopped or leaked document was able to do this. PokerStars departments communication between themself bad.
At this point, I feel like Pokerstars just ignoring me. I did send emails to a different department (game integrity, hope support forwarded it) and waiting for answers.
Still don't get: Why cashout was made when my account was under review?
Why are PokerStars not providing me with the documents they got in my name?
When an email with a request to close the account, change email and change payment method was made?
Why cashout was made when money was not wagered?
Why cashout was made to the new skrill without any deposit from it?
In one of PokerStars emails, I was said that emails were sent from my address. What emails?

If anyone from PokerStars can contact me, please do so. At this point, I don't know if it even save playing again. I will update the thread if I get more information.

Thank You for reading till the end.

This is something I was allso wondering about. Sites are usually pretty strict about making cashouts using the same methods used to deposit and now they just decided to process it? I can't even choose any other methods than skrill atm when making a cashout even I have used neteller and trustly to deposit. You might want to tweet at starssupport if they could take a look at this.

Do you have any idea how you were targeted? Do you use the same email with other sites? How did they managed to make a cashout without logging in? Just emailing stars? Sounds pretty scary actually.

I don't know exactly why I was targeted, maybe the hacker had some information about me, because I streamed so I was a little public figure, maybe my documents were leaked somewhere. Like I said I'm looking for the answers. I use the same email to some sites. My account was not breached so yes, just emailing PokerStars. At this point, the main thing I want to know is how it was done did PokerStars get all those requests to change everything from my account (and it seems they didn't).

first of all,how much money were lost in the process?

Is it matter? It's not that big amount, but would be nice to have it on Christmas for my daughter's presents. The main thing here is to know how it is possible because I have everywhere 2fa+. Pokerstars said they got emails from my email address but did not provide any of them, then said they got some kinda document, but did not provide and told what document.

I assume you have checked your sent emails? Or sent and deleted. This whole situation is so weird. Blows my mind you can ask for account closure and cashout without logging to your account. That shouldn't be possible.

Oc because if it's under 10k people can be : oh lol who cares thats pennies.

Yes, I checked everything in my email. There was no sign of any breach, no suspicious activity, no logins from unknown devices. Yes, it's weird, because even when I chatted with live support they said my email was pending... How is that possible? You can change email only in soft, and it was not breached. It's strange that PokerStars did not provide me with documents they got or emails (if they did).

Have you tried to contact your email provider?At least to sent you the logs(hopefully he/she wasnt logged in your email using VPN and you have a chance to know who he/she is)?I strongly believe the person behind this is someone that knows you very well