STEAM Is protecting scammers

[SoloAl]

Hello Steam Community,

I want to share my recent experience in hopes of getting help and also to warn other users. My Steam account has been hacked for the third time in a year. This time, the hackers purchased a community cosmetic item using my account.

I have tried contacting Steam support, but their responses have been automatic and offensive, showing no real interest in resolving my issue. They used the excuse that they do not offer refunds for community items. I have been a Steam user for many years and have over $3000 in items on my account. However, it seems that none of these items are truly mine or ours; we are at the mercy of Steam.

As a Latin American, I feel trampled and mistreated by Steam’s customer service. This situation has led me to consider selling my Steam Deck, as I no longer feel that my investment is safe on this platform.

To make matters worse, the amount stolen was only $8, which was a birthday gift. It frustrates me that Steam would do absolutely nothing over such a small amount of money.

Here is a copy of the response I received from Steam Support:

Steam Support Response:

To learn how to avoid scams or hijackings, please see our Trade Scam article.

To make sure that a scammer is reported, please report them through the Steam Community. Reporting a scammer through the Steam Community is the best way to prevent them from committing future scams.

Since there’s not much more that I can say or do to be of help with this particular issue, I am going to close this help request.

If you have questions on an unrelated issue, please create a new help request and we will be happy to help you.

Steam Support
Ken

Ken, I don’t know who you are, but you don’t get to treat people like that. You don’t ignore my loss of money and you don’t get to just cut off my support! Even the Chilean government has better customer support. What a shame.

I appreciate any advice or help you can offer.

Best regards,
SoloAl

[SoloAl]

Supafly lähetti viestin:

If your account is getting compromised, hijacked NOT hacked, the entry point is on your end. The fact it's the 3rd time in a year makes that so very, very obvious. Find the gap in your account security and PLUG IT. Blaming Steam for being hacked is pushing the blame somewhere else.

If you give you address and keys to a stranger and they enter your home to steal your stuff is it the lock makers fault? Is it the lock installers fault? Answer to both those question is no. In this case both the lock maker and installer are in the same position as Steam as they designed their locks and and installed them on their system. The stranger can't enter your home using your keys if you hadn't handed them the keys just like how someone got into your account, you gave them the keys.

Secure your account
Scan for Malware/virus https://www.malwarebytes.com/mwb-download/
Deauthorize all devices https://store.steampowered.com/twofactor/manage
Change your Account password on a secure device, mobile phone for example.
Generate new back up codes https://store.steampowered.com/twofactor/manage
Revoke the API key https://steamcommunity.com/dev/apikey

If you insist on using third party sites do it the safe way

1. Open Web browser
2. Login on Steams Official page
3. Visit Third party site
4. Look for and use the one click login button
5. If 4 doesn't work and you're asked for you username, password and Guard code your on a phishing site. LEAVE and DO NOT use again

Example of what it should look like
https://steamcommunity.com/sharedfiles/filedetails/?id=2338543075

I only use steam guard, i dont use third party log ins and I got an atempt to changing my password with a mail in russian now, google just alerted me of my mail and lots of passwords leaked, google blames microsoft and when i say a year Im trying to say that it hapened this year, but all in august - september

[rawWwRrr]

SoloAl lähetti viestin:

I only use steam guard, i dont use third party log ins and I got an atempt to changing my password with a mail in russian now, google just alerted me of my mail and lots of passwords leaked, google blames microsoft and when i say a year Im trying to say that it hapened this year, but all in august - september

Sounds like you have a more serious security problem than just Steam.

Instead of arguing with everyone here, focus on that.

[SoloAl]

Aluvard lähetti viestin:

SoloAl lähetti viestin:

This forum is supposed to be a place where we can discuss our thoughts and experiences with Steam. Resorting to defensive comments and dismissing others’ concerns doesn’t contribute to a constructive conversation.

Pro tip: Dismissing someone’s valid concerns by calling them “gross” or “faux” analogies doesn’t make you look good either. It’s important to recognize that everyone has different experiences and emotions, and invalidating them only perpetuates a toxic environment.

Yes, I’m emotional about this issue because it has caused me significant distress. It’s not about being a “spoiled brat”; it’s about expecting a level of support and security from a platform I’ve invested heavily in. Constructive criticism and open dialogue are essential for any community to thrive. Let’s focus on discussing how Steam can improve its policies and support, rather than attacking each other.

Pro-tip - you got scammed and you should accept it. It wasn't due to some powerful hacker who took over control of your account. You shared info with scammer either via logging into 3rd party sites or via malware (which btw also doesn't magically appear on your pc).


Steam SSA clearly defines they and mine duties, to keep account secure.

Do you feel comfortable knowing that Steam might not defend you if this happens to you? How would you feel if your less tech-savvy children spent days saving up for a game, only to end up empty-handed and blamed by customer service for simply being users?

Steam has clear rules regarding that. I've no problem with no one holding my hand saying, that everything will be ok because I failed to secure my own data.

Regarding children - they would learn importnant lesson about cybersecurity relatively cheaply. Hopefully that would save their bacon in similar situation in adult life.

ReBoot lähetti viestin:

Seriously, what the ♥♥♥♥'s with peopple complaining about the very stuff they perpetuate themselves? Here's a dude asking for a constructive discussion while refusing any views that don't meet their own.

He came here thinking that we will jump bandwagon "security is bad, someone else need to do sth about it".
Most likely he's in denial.

I don´t care about the hacking, I wanted to hear, don't worry do this to prevent it form hapening again and get this and this items as proff so they can take a closer look at your case, I think thats not a crazy thing to espect, if after their investigation they don't want to refund me its fine but try to look into it, sending the users to inform, manage, and bann scammers isnt what I spected,

[SoloAl]

steam told me to look for help here, and everyone is talking about the hacking when i wanted to talk about the refund of items, the fact that a scammer got into my acount and the fact that looks like my acounts are toasted (thanks everyone to make me figure it out) but the thing is, im fustrated with the refund thing, not the hacking, i get that you cant refund a item that I got in my inventory to prevent scams to steam but in this case, there was a purchase with funds and the item is in my inventory and there use to ve a button to refund, i didnt found it, i said ok lest ask maybe im in the wrong page, and i was shoked when everyone start talking about the hacking, sorry but again, AM i really an idiot for expecting a refund? its clearly, clearly not my purchase

[Emilio]

Well I do hope moving to consoles helps make you feel safe!
The lack of freedom for the user on there is a fantastic way to protect users against themselves.

While playing on PC allows a near infinite amount of freedom it has an equal amount of responsibility.
And in this case it seems that responsibility is affecting your enjoyment of gaming and your mental well being.

[ReBoot]

SoloAl lähetti viestin:

steam told me to look for help here

That most certainly didn't happen. Not the way you've just worded it, anyway. What EXACTLY were you told?

SoloAl lähetti viestin:

AM i really an idiot for expecting a refund? its clearly, clearly not my purchase

Not an idiot, no. But entitled. Not your purchase, your stuff though. When you let your wallet lie around on some park bench & someone else buys stuff with money out of your wallet, you won't get any refunds either. It was your money, it was your wallet, it was your responsibility to take care of the stuff. It's the same here. Your account, your responsibility. Not an idiot, but entitled.

[SoloAl]

Emilio lähetti viestin:

Well I do hope moving to consoles helps make you feel safe!
The lack of freedom for the user on there is a fantastic way to protect users against themselves.

While playing on PC allows a near infinite amount of freedom it has an equal amount of responsibility.
And in this case it seems that responsibility is affecting your enjoyment of gaming and your mental well being.

It is, I really don't want to be a cyber security enthusiast to be able to enjoy gaming, as videoeditor I have a nice pc, thats why its easier on pc for me, but I like getings the settings dail up and playing in 4k but the refund thing is a fist for me, again the hack defiantely my foult, no an excuse for not refunding me, its a digital item, it has no value, its literali a click on a button, not even visa envolved, now I wish my visa was stolen, instead of my wallet founds

[SoloAl]

ReBoot lähetti viestin:

SoloAl lähetti viestin:

steam told me to look for help here

That most certainly didn't happen. Not the way you've just worded it, anyway. What EXACTLY were you told?

SoloAl lähetti viestin:

AM i really an idiot for expecting a refund? its clearly, clearly not my purchase

Not an idiot, no. But entitled. Not your purchase, your stuff though. When you let your wallet lie around on some park bench & someone else buys stuff with money out of your wallet, you won't get any refunds either. It was your money, it was your wallet, it was your responsibility to take care of the stuff. It's the same here. Your account, your responsibility. Not an idiot, but entitled.

I was told this:

To learn how to avoid scams or hijackings, please see our Trade Scam article.

To make sure that a scammer is reported, please report them through the Steam Community. Reporting a scammer through the Steam Community is the best way to prevent them from committing future scams.


and how do I explain this, its hard, mmm, someone bought an item with my money and the item is in my inventory right now, the item apears as someting I own, so I understand that clearly the scammer is the one who the item was originaly, and now apears as mine, he is a scamer and bought someting for a game i dont have, I espected at least, we are investigating the issue, now i know is a comon issue and im not ok with their way of handle it , but is sooo clearly a suspicious activity, thats whats frustrates me really

folowing your example, is like im on the store with my brother, then he takes my money, buys a coke, and then 10 minutes later, i go back to the store and ask for a debit note, to get back the item to the store and cancel the purchase, i got a take care of your money next time, I get it, may be im entitled but the fact that I am called entitled for especting that, makes me sad really, thats why I feel like steam is protecting scammers

[SoloAl]

I was used to steam taking care of their customers, as I said half life alyx runed weird on my index, someone helped me directly from steam, sorry if IM disapointed on the lack of interest when not games, but money and credit cards are posibly involved, sorry that's why I was surpriced, and there is a clear difference now in how the response was handled, to be honest, Im shure if i wudnt sayd anyting about scam, and just press the item doesnt work they would straight up given me a refund

[SoloAl]

SoloAl lähetti viestin:

I was used to steam taking care of their customers, as I said half life alyx runed weird on my index, someone helped me directly from steam, sorry if IM disapointed on the lack of interest when not games, but money and credit cards are posibly involved, sorry that's why I was surpriced, and there is a clear difference now in how the response was handled, to be honest, Im shure if i wudnt sayd anyting about scam, and just press the item doesnt work they would straight up given me a refund

yesterday I got a developer for questline a Virtual table top fixing an issue for me live mid game, I pay 5 buks for his program, I pay 60 70 per game, and I espected at least someone aknoledging that there is suspicious activity instead of sending me to comunity posts, theres is a button for " I DIDNT MAKE THIS PURCHASE" you know what, im no intitled, steam made me expect this level of service and I have the right to critique it when it fails to keep the same quality as before

[magicISO Sweden]

SoloAl lähetti viestin:

SoloAl lähetti viestin:

I was used to steam taking care of their customers, as I said half life alyx runed weird on my index, someone helped me directly from steam, sorry if IM disapointed on the lack of interest when not games, but money and credit cards are posibly involved, sorry that's why I was surpriced, and there is a clear difference now in how the response was handled, to be honest, Im shure if i wudnt sayd anyting about scam, and just press the item doesnt work they would straight up given me a refund

yesterday I got a developer for questline a Virtual table top fixing an issue for me live mid game, I pay 5 buks for his program, I pay 60 70 per game, and I espected at least someone aknoledging that there is suspicious activity instead of sending me to comunity posts, theres is a button for " I DIDNT MAKE THIS PURCHASE" you know what, im no intitled, steam made me expect this level of service and I have the right to critique it when it fails to keep the same quality as before

you saying is so easy to get in to ppl account been here 11+ years spent loads of money and never have any get hold of my account or my mail account its called keeping your account secure ;) i have 2fa on everyting and you need to get hold of my phone plus my tablet that only have duty and that is to hold all the 2fa program plus those are back up on other 2fa program.

and i would never login with my steam logins on any place that says its safe to do so never and i would never use google login on any site or program that ask for it that is just asking for problems so dont blame steam for your mistake.

[Supafly]

SoloAl lähetti viestin:

Supafly lähetti viestin:

If your account is getting compromised, hijacked NOT hacked, the entry point is on your end. The fact it's the 3rd time in a year makes that so very, very obvious. Find the gap in your account security and PLUG IT. Blaming Steam for being hacked is pushing the blame somewhere else.

If you give you address and keys to a stranger and they enter your home to steal your stuff is it the lock makers fault? Is it the lock installers fault? Answer to both those question is no. In this case both the lock maker and installer are in the same position as Steam as they designed their locks and and installed them on their system. The stranger can't enter your home using your keys if you hadn't handed them the keys just like how someone got into your account, you gave them the keys.

Secure your account
Scan for Malware/virus https://www.malwarebytes.com/mwb-download/
Deauthorize all devices https://store.steampowered.com/twofactor/manage
Change your Account password on a secure device, mobile phone for example.
Generate new back up codes https://store.steampowered.com/twofactor/manage
Revoke the API key https://steamcommunity.com/dev/apikey

If you insist on using third party sites do it the safe way

1. Open Web browser
2. Login on Steams Official page
3. Visit Third party site
4. Look for and use the one click login button
5. If 4 doesn't work and you're asked for you username, password and Guard code your on a phishing site. LEAVE and DO NOT use again

Example of what it should look like
https://steamcommunity.com/sharedfiles/filedetails/?id=2338543075

I only use steam guard, i dont use third party log ins and I got an atempt to changing my password with a mail in russian now, google just alerted me of my mail and lots of passwords leaked, google blames microsoft and when i say a year Im trying to say that it hapened this year, but all in august - september

Then your Computer is compromised. Follow the steps to secure your account and remove and malware that allows the hijacker to keep taking control

If there was a leak with your Steam password an attack wouldn't be able to get in to your account because they'd need a LIVE Steam Guard code that changes every 30 seconds and only you have access to.

[Supafly]

SoloAl lähetti viestin:

steam told me to look for help here, and everyone is talking about the hacking when i wanted to talk about the refund of items, the fact that a scammer got into my acount and the fact that looks like my acounts are toasted (thanks everyone to make me figure it out) but the thing is, im fustrated with the refund thing, not the hacking, i get that you cant refund a item that I got in my inventory to prevent scams to steam but in this case, there was a purchase with funds and the item is in my inventory and there use to ve a button to refund, i didnt found it, i said ok lest ask maybe im in the wrong page, and i was shoked when everyone start talking about the hacking, sorry but again, AM i really an idiot for expecting a refund? its clearly, clearly not my purchase

I can fake a hijacking in seconds, trade a bunch of stuff away, spend my wallet buying 0.03 items on the market for hundreds. Then revert the faked hijacked access recover the account, from myself. If steam reverted or duplicated items and funds in that time every single user could exploit it and exploit it they did, which is why Steam does NOT restore items anymore.

[KalGimpa]

SoloAl lähetti viestin:

SoloAl lähetti viestin:

I was used to steam taking care of their customers, as I said half life alyx runed weird on my index, someone helped me directly from steam, sorry if IM disapointed on the lack of interest when not games, but money and credit cards are posibly involved, sorry that's why I was surpriced, and there is a clear difference now in how the response was handled, to be honest, Im shure if i wudnt sayd anyting about scam, and just press the item doesnt work they would straight up given me a refund

yesterday I got a developer for questline a Virtual table top fixing an issue for me live mid game, I pay 5 buks for his program, I pay 60 70 per game, and I espected at least someone aknoledging that there is suspicious activity instead of sending me to comunity posts, theres is a button for " I DIDNT MAKE THIS PURCHASE" you know what, im no intitled, steam made me expect this level of service and I have the right to critique it when it fails to keep the same quality as before

here is the thing

this has been their policy for years

i mean that literally

years

long before the deck came out

you can/should blame the same con artists that got you for that

[Unn4m3d (♥AUT♥)]

SoloAl lähetti viestin:

Unn4m3d (♥AUT♥) lähetti viestin:

You don't seem to be capable (or willing) to read what people tell you.


Nobody "hacked" your Steam Account.
You leaked your account information somewhere.
An account is perfectly safe as long as you don't hand them out.


And you were also told why Steam does not return any items.

That’s a flawed argument. If I fire a gun at you and you die, is it the bullet’s fault? The bullet didn’t pull the trigger. Similarly, if someone hacks my account, regardless of the circumstances, it’s impossible to definitively know who is at fault. Blaming the victim in such cases is not only unfair but also perpetuates a toxic mindset.

First, it’s literally impossible to determine who is at fault in a hacking incident. Security breaches can happen even to the most cautious individuals. Second, blaming someone for being hacked is akin to blaming a woman for being assaulted because of her clothing. This kind of victim-blaming prepares us for a truly rotten society.

Except you pointed the gun at yourself and pulled the trigger. So yes, it's your own fault.