Need help. Brothers account was hacked.

[KwZ]

So basically as the title says, my brother's account got hacked by an individual in China, we know this because his steam name was changed to a Chinese one, and had perfect world installed. He had steam guard on his phone but didn't receive any notification. He noticed when he logged onto his pc after taking a 2 week break from CS. A fresh game ban. The strange thing is that the hacker didn't even steal any skins. My brother has an inventory worth roughly $3000. I wanna help his case so bad, my brother has never touched cheats, never went on any shady links, he just logs into his PC and notices this thing. We already wrote to support, but if there's anything else that you guys suggest that we do, please let me know.

[Lavie]

Hi!

引用自 Cathulhu：

Do not trade until your account is secured.

Take the following steps to secure your account:

1. Scan for malware. https://www.malwarebytes.com/
2. Check that the email and phone number on the Steam account are still yours.
3. Deauthorize all other devices. https://store.steampowered.com/twofactor/manage
4. Change passwords from a clean computer.
5. Generate new backup codes for your Mobile App. https://store.steampowered.com/twofactor/manage
6. Revoke the API key (there should be no key). https://steamcommunity.com/dev/apikey

Steam does not return inventory items or wallet funds: https://help.steampowered.com/faqs/view/3B6E-B322-2400-8D24

If you no longer have access to your account, read this:

How to recover your account
https://steamcommunity.com/sharedfiles/filedetails/?id=1126288560

[KwZ]

He still has the account with full access, the problem is that he’s game banned and it wasn’t even his fault. He was hacked.

[Cathulhu]

He wasn't hacked, he was hijacked.
Your brother failed to secure their account properly, now they have to deal with the consequences of their actions.
Who used the account to cause the ban is irrelevant.
Your brother is responsible for the security of their account and ALL actions on it.

[Lavie]

Nothing can be do about that. But he still need to secure his account.

Can I appeal my game ban?
No. Game bans cannot be appealed and are not removed from accounts.

I was not using my account when it was game banned. Can the ban be removed?
No. Regardless of who was using the account at the time the ban was issued, game bans are permanent and are not removed.

https://help.steampowered.com/en/faqs/view/4E54-0B96-D0A4-1557

[KwZ]

He’s got steam guard. Literally he didn’t do ANYTHING to lead to the account getting hijacked.

[KwZ]

You’re telling me that there’s literally nothing we can do to solve his case? Literally nothing? He didn’t even receive a notification that someone else is logging in or anything like that either.

[Azure Fang]

引用自 KwZ：

You’re telling me that there’s literally nothing we can do to solve his case? Literally nothing? He didn’t even receive a notification that someone else is logging in or anything like that either.

He didn't receive a notification because he handed his credentials to a phisher and in doing so said phisher had valid access to the account. There is nothing that will be done about the ban. Account security responsibility falls upon the account holder.

[KwZ]

引用自 Azure Fang：

引用自 KwZ：

You’re telling me that there’s literally nothing we can do to solve his case? Literally nothing? He didn’t even receive a notification that someone else is logging in or anything like that either.

He didn't receive a notification because he handed his credentials to a phisher and in doing so said phisher had valid access to the account. There is nothing that will be done about the ban. Account security responsibility falls upon the account holder.

I’ve spoken to him and he claims to never have given anybody any information. No links, sus conversations, anything.

[Cathulhu]

He can claim that all day long. That is not how it went. We know and he knows.

The ban is permanent and will not be removed.
He failed to secure his account properly and one way or another leaked his account credentials including SteamGuard code.
That is the only way it happened.

[nullable]

引用自 KwZ：

I’ve spoken to him and he claims to never have given anybody any information. No links, sus conversations, anything.

A user not realizing they made a mistake, doesn't mean no mistakes were made.

[KwZ]

引用自 Cathulhu：

He can claim that all day long. That is not how it went. We know and he knows.

The ban is permanent and will not be removed.
He failed to secure his account properly and one way or another leaked his account credentials including SteamGuard code.
That is the only way it happened.

Bro so how were there instances where people have gotten their bans lifted. I hate this “I don’t care” approach from steam. Basically they’re just trying to justify their laziness

[nullable]

引用自 KwZ：

Bro so how were there instances where people have gotten their bans lifted. I hate this “I don’t care” approach from steam. Basically they’re just trying to justify their laziness

Well some people lie. Some people credulously repeat lies or believe them. But of course there's the occasional instance where a mistake could happen. Or extenuating circumstances, or whatever. Nothing is impossible, but not everything is equally plausible mind you.

All you can do is go through the process and make the case to Valve. Arguing with us isn't going to change anything one way or another. if we're right, you weren't misled. And if we're wrong you can set us straight, or gloat, or whatever.

[crunchyfrog]

引用自 KwZ：

You’re telling me that there’s literally nothing we can do to solve his case? Literally nothing? He didn’t even receive a notification that someone else is logging in or anything like that either.

No because it doesn't work like you think it does.

SteamGuard isn't a magic shield. It's just a means to offer a bit more protection, but just like having an extra locked door on your house, if you give the keys away, it might as well not be there.

When your brother GAVE AWAY his details by going to dodgy sites or downloading dodgy software, that meant the scammer had total access to his account.

And part of your obligations here are that YOUR acount security is ALWAYS your responsibility. Just like with any other service in the real worls - from bank accounts to rental contracts.

So Valve will NOT return itmes lost or games you were banned from, because it's always your repsonsibility to look after your account.

Say you went into a cafe and left your wallet on the table while you went to the toilet. You come back and someone's stolen it. You later find out they'd taken £100 out of your bank.

NOw here's the kicker - if you left the PIN number to your bank card in that wallet, then you will NOT get your money back, but if you didn't you should.

Because again, you were negligent in youtr security, exactly the same.

I hope this exaplins things.

[Lavie]

More infos here:
https://liquidsky.com/how-to-get-unban-from-csgo-a-step-by-step-guide/

*The title is a bit misleading, they explain pretty much the same information you have here.

Be award, you have now scam sites trying to sell "unban services"...

[KwZ]

引用自 crunchyfrog：

引用自 KwZ：

You’re telling me that there’s literally nothing we can do to solve his case? Literally nothing? He didn’t even receive a notification that someone else is logging in or anything like that either.

No because it doesn't work like you think it does.

SteamGuard isn't a magic shield. It's just a means to offer a bit more protection, but just like having an extra locked door on your house, if you give the keys away, it might as well not be there.

When your brother GAVE AWAY his details by going to dodgy sites or downloading dodgy software, that meant the scammer had total access to his account.

And part of your obligations here are that YOUR acount security is ALWAYS your responsibility. Just like with any other service in the real worls - from bank accounts to rental contracts.

So Valve will NOT return itmes lost or games you were banned from, because it's always your repsonsibility to look after your account.

Say you went into a cafe and left your wallet on the table while you went to the toilet. You come back and someone's stolen it. You later find out they'd taken £100 out of your bank.

NOw here's the kicker - if you left the PIN number to your bank card in that wallet, then you will NOT get your money back, but if you didn't you should.

Because again, you were negligent in youtr security, exactly the same.

I hope this exaplins things.

I guess so. I just feel so bad and wanted to help him.