📵Hacked Account
A hacked account means that someone has gained unauthorized access to your gaming account.
1. Login Issues
You can’t log in because your password has been changed.
You receive a "failed login attempt" notification when you didn’t try to log in.
2. Unauthorized Transactions
Unfamiliar bets, withdrawals, or deposits appear in your transaction history.
Your account balance is missing funds.
Bonus funds or free spins are used without your knowledge.
3. Unexpected Notifications
Emails or SMS messages about account changes you didn’t make (password reset, email change, withdrawal requests).
The casino contacts you about suspicious activity.
4. Personal Information Changes
Your registered email, phone number, or payment details are changed without your permission or unknown binded bank.
5. Other Suspicious Activity
You receive messages from friends saying they got strange emails from your casino account.
Your account is locked or restricted due to unusual activity.
If we have encountered a potential hacked account issue. Please follow these steps to address the situation promptly:
Please disable the account immediately and proceed with KYC verification only after the account has been disabled. There’s no need to wait for KYC completion before disabling the account.
Additionally, please gather the following details:
✨ Username ✨ Registered number ✨ Registration date ✨ Last login ✨ Current account balance ✨ Does the account have an upper-level or agent? Are there any downlines? If yes, please provide the usernames of the downlines. ✨ Ask the customer when was the last deposit made? (Request the receipt for the last deposit and verify with BO if the receipt belongs to the customer. If confirmed, proceed with KYC.)
🚨 Important Note: For cases like this, ensure to request the following: 🔜 SIM card settings 🔜 Screenshots of each bank profile in bank management
🚨 Requesting Deposit Receipt for Verification
When verifying a player's account, request the receipt for the highest deposit amount, not just the most recent one.
Steps to Follow: ✅ Check the player's deposit history in the BO system. ✅Identify the highest deposit amount made by the player. ✅ Request the deposit receipt for the highest deposit. ✅ Send to your STLs or TL the deposit receipt to Verify with the BO team to confirm if the receipt belongs to the customer. ✅ If confirmed, proceed with KYC verification.
🦋 Example Scenario: If a player has made multiple deposits today:
1st deposit: 1:58 PM – 500 2nd deposit: 2:30 PM – 100 3rd deposit: 3:10 PM – 700 4th deposit: 3:30 PM – 1,000 (Highest) 5th deposit: 4:50 PM – 100 6th deposit: 5:10 PM – 100 7th deposit: 6:30 PM – 100
🚨 In this case, the deposit receipt you should request from the customer is for 1,000, as it is the highest deposit made by the player.
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