My account was hijacked, how to get refunded?

[Sonic Punk]

Hi everyone!

Yesterday my account was hijacked and used to purchase a TF 2 item (Civic Duty Mk.II Ubersaw) using my Steam Wallet. I know the guy who hijacked my account is the same one who put this item on sale cause my login history shows a Russian location and that account is Russian too and probably used as a money laundry account.

I had 2FA enabled and I immediately changed all my passwords, deauthorized devices, removed Steam API key, scanned my PC etc... I have contacted Steam Support explaining in detail everything that happened with links, screenshots, etc. but after 20 hours of waiting they were only able to copy-past this automated message twice:



"If activity occurred on your account you do not recognize, it may mean your account or computer has been compromised.

Someone may have gained access to your Steam account through spoofing, phishing, or malware.

As an immediate first step, you should take some action to secure your Steam account from further access. Our article on account security recommendations is a good start toward securing your Steam account.

If you suspect your computer is infected with malware, we have some tips for removing malware from your computer here. It may be a good idea to contact a local computer security expert if you're having trouble removing this malware.

Additionally, all Community Market transactions are final and cannot be reversed or refunded. When an item is purchased from the Community Market, the cost is sent from the buyer's Steam wallet to the seller's. Reversing these purchases would mean we have to take funds out of the seller's wallet, creating confusion and possible purchasing issues across Steam.

I'm sorry we can't be of more help with this, but we don't reverse or refund Community Market purchases and sales."


I have made them clear that it wasn't a regular marketplace transaction, but a fraudolent transaction that wasn't made by me. I've asked them to block the hijacker account and refund me the amount, but seems like they don't want to and I'm ready to take any legal action if they will continue replying with automated messages.

If anyone has tips or similar experiences feel free to share!

EDIT 1: Since no one has tips or had similar experiences this topic can be considered closed.

EDIT 2: Despite all the useless comments below, I got my refund. People should really read terms and policies better. This topic can be closed now.

[Cathulhu]

What part of "Additionally, all Community Market transactions are final and cannot be reversed or refunded." do you not understand?

If a case five year ago got their money back, because the wallet credit was used to gift games to others then that is something completely unrelated to your problem.

When will you finally understand that you will not get your money back, no matter how much of a tantrum you throw?

[Sonic Punk]

引用自 Cathulhu：

What part of "Additionally, all Community Market transactions are final and cannot be reversed or refunded." do you not understand?

The part that doesn't mention fraudolent transactions at all.

引用自 Cathulhu：

If a case five year ago got their money back, because the wallet credit was used to gift games to others then that is something completely unrelated to your problem.

Can you read?

"had apparently bought some worthless stuff for nearly $500"

He said his wallet money was used to buy worthless items, not games.

引用自 Cathulhu：

When will you finally understand that you will not get your money back, no matter how much of a tantrum you throw?

When you will get a law degree (never).

[Cathulhu]

引用自 Sonic Punk：

引用自 Cathulhu：

What part of "Additionally, all Community Market transactions are final and cannot be reversed or refunded." do you not understand?

The part that doesn't mention fraudolent transactions at all.

Because it doesn't have to. Valve does not reverse trades or market transactions.
Valve also made you confirm that you are responsible for the security of your account and all actions on it.

Doesn't need a law degree to see you don't have anything to stand on.
Good luck with finding a lawyer for your lawsuit. Keep us updated.

[Frank ツ]

引用自 Sonic Punk：

引用自 Cathulhu：

What part of "Additionally, all Community Market transactions are final and cannot be reversed or refunded." do you not understand?

The part that doesn't mention fraudolent transactions at all.

引用自 Cathulhu：

If a case five year ago got their money back, because the wallet credit was used to gift games to others then that is something completely unrelated to your problem.

Can you read?

"had apparently bought some worthless stuff for nearly $500"

He said his wallet money was used to buy worthless items, not games.

引用自 Cathulhu：

When will you finally understand that you will not get your money back, no matter how much of a tantrum you throw?

When you will get a law degree (never).

Im waiting for that lawsuit you gonna do lololol.

Market transactions are FINAL.

Get this in your head

[Brian9824]

引用自 Sonic Punk：

引用自 Cathulhu：

What part of "Additionally, all Community Market transactions are final and cannot be reversed or refunded." do you not understand?

The part that doesn't mention fraudolent transactions at all.

引用自 Cathulhu：

If a case five year ago got their money back, because the wallet credit was used to gift games to others then that is something completely unrelated to your problem.

Can you read?

"had apparently bought some worthless stuff for nearly $500"

He said his wallet money was used to buy worthless items, not games.

引用自 Cathulhu：

When will you finally understand that you will not get your money back, no matter how much of a tantrum you throw?

When you will get a law degree (never).

I actually have a master's in business which includes contract law so yeah......

All transactions include fraudulent marketplace transactions. That is why they say ALL.

I mean you've been given the answer by a half dozen people if you want to sue valve go ahead but I suggest you read the agreement you signed where they have the right to terminate your account for any reason (such as suing them) and that any funds in your account are forfeit.

Which fyi is standard contract language used by basically everyone and is completely legal.....

Also hate to break it to you but I can say steam gives everyone who gives away their accounts a million dollars. It doesn't make it true.

The basic facts are steam has a no refund policy for all market transactions that you agreed to.

Your account was compromised due to mistakes YOU made, not by steam.

They clearly identified the refund rules and your options, and you not liking them isn't going to change them.

So feel free to sue, if you do your on the hook for your lawyer costs + valves costs when you win and they will terminate your account.

[Brian9824]

Gotta love when someone asks for advice and then tells everyone they are wrong when he is given the answer because he doesn't like it.

[Washell]

引用自 Sonic Punk：

引用自 Cathulhu：

What part of "Additionally, all Community Market transactions are final and cannot be reversed or refunded." do you not understand?

The part that doesn't mention fraudolent transactions at all.

Yes it does: "Additionally, ------>>>>> all <<<<<-------- Community Market transactions are final and cannot be reversed or refunded."

https://dictionary.cambridge.org/dictionary/english/all

All. The ones you regret, the ones you did, the ones you didn't do. All.

[Sonic Punk]

You're making fraud look like legally supported by Steam. If they steal your car cause you were looking somewhere else for a second it doesn't make it magically legal. While I had my share of fault, I also had 2FA enabled, it's not my fault if Steam API can be easily bypassed.

[Sonic Punk]

引用自 Washell：

引用自 Sonic Punk：

The part that doesn't mention fraudolent transactions at all.

Yes it does: "Additionally, ------>>>>> all <<<<<-------- Community Market transactions are final and cannot be reversed or refunded."

https://dictionary.cambridge.org/dictionary/english/all

All. The ones you regret, the ones you did, the ones you didn't do. All.

All, including crimeful transactions, right? Again, fraud is a crime, but you're saying Steam is above the law thanks to their "rules".

[Washell]

引用自 Sonic Punk：

You're making fraud look like legally supported by Steam. If they steal your car cause you were looking somewhere else for a second it doesn't make it magically legal. While I had my share of fault, I also had 2FA enabled, it's not my fault if Steam API can be easily bypassed.

It's not. But you're also not expecting the Police (support) to provide you with a new car. You expect them to catch the criminal and recover the car. Given the international nature of the internet and the small value of the crime, catching the criminal and recovering the item or funds is a no-go. So you're ♥♥♥♥ out of luck.

Have a read/watch how the real world (sadly) works.
https://www.google.com/search?q=old+lady+lost+life+savings&rlz=1C1GCEA_enNL856NL856&oq=old+lady+lost+life+savings&aqs=chrome..69i57.5086j0j7&sourceid=chrome&ie=UTF-8

[Brian9824]

Yep, steam doesn't investigate and eat the costs of every user who fails to secure their account. I mean they USED to try to restore trades by duplicating items but people then faked fradulent trades to get free money so that went away too over 5 years ago.

The steam API wasn't bypassed, you gave someone access to the account, and let them in. Any security system can be bypassed once you've given the attacker a copy of all the required keys......

So steam isn't going to pay for your mistake. Your gonna have to take responsibility for your actions and learn from your mistake.

[rawWwRrr]

引用自 Sonic Punk：

引用自 Cathulhu：

Again, provide proof of your claim that market transactions are refunded.

Just one of the many I read: https://www.steamgifts.com/discussion/Htz8U/steam-account-hacked-experiences/search?page=2#12jndDV

Did you actually read the rest of it, or did you stop at "got my stuff back"?

It came with a warning not to let it happen again. Others were telling the user to take better care of their account. That's all precursor to the change, the line in the sand, that Steam now operates under. Your failure to secure your account is on you, not Steam. You are responsible for everything that happens with the account.

[Brian9824]

引用自 Sonic Punk：

引用自 Washell：

Yes it does: "Additionally, ------>>>>> all <<<<<-------- Community Market transactions are final and cannot be reversed or refunded."

https://dictionary.cambridge.org/dictionary/english/all

All. The ones you regret, the ones you did, the ones you didn't do. All.

All, including crimeful transactions, right? Again, fraud is a crime, but you're saying Steam is above the law thanks to their "rules".

Steam is not the police, they don't investigate crimes. Your free to report it to the police and see if they are willing to do anything, but all those people who fall for phishing scams almost never get their money back.

Companies don't investigate fraud or go after scammers, that's the police's job.