Hacked Accounts

So, my account was hacked over a month ago. I'd spent a lot of time and money getting my gear to level 20, enhanced 20 and had several million cash built up on my account. I also had several hundred coins on my account. Eventually I was able to get my account recovered - Friday, 2/22/13 to be exact. Which was 18 days after I had first heard back from support after having reported my account stolen. So on 2/5/13, Yoyo told me that she was going to verify ASAP the coin purchase history that I had sent her. On 2/21/13, I emailed back as I had not received a response from her. On 2/22/13 she provided me with my account password.

When I logged into my account, all of my coined equipment was gone. I had 3k cash to my name and no longer had any other treasures. My account had been cleared out the night before. It was obvious because the Daily Gift history was still in my mailbox and two days earlier my account had received 10 enhancement stones for a daily gift (one day prior it had received 20k stone). Since the stones were no longer in my treasure items and my account only had 3k cash on it, I know for a fact that it was cleared out.

Now, I had asked Yoyo to return my equipment to me which she said she would not do as it is not their policy to compensate for compromised accounts. I can understand that very well; if that policy were not in place, everyone would claim their accounts had been compromised in an attempt to get "recovered" some good gear. However, the problem that I DO have is two-fold and has gone unanswered. First, an entire 18 days had elapsed since I first provided support with my purchase history to verify my account. At that point in time, my fully enhanced equipment was still equipped, as indicated by a scout report. Second, my account had been cleared off THE NIGHT BEFORE I RECEIVED MY ACCOUNT BACK! There are only one of two possibilities in this situation:
1. Someone just so conveniently happened to clear my account for the first time of all treasures and money the day before I was given my password back after it had been hacked and stolen well over a month earlier (Jan 15).
2. Someone randomly decided to clear off, the very night before I got it back, the small amount pf money the account had made since they initially sucked it dry.
Option #2 doesn't seem very likely unless they had a heads up that I would be getting my account back... Yet option #1 doesn't really seem any more likely unless someone had a heads up that I was getting my account back.

So those things bother me, but they're only the beginning of my concerns. Aside from the possibility that support seems to be either providing information to people of that nature OR that support has had their means of communication compromised (which would generally be my first guess), I have ALSO obtained screenshots of my account being accepted into the #1 alliance on my server multiple times and having had all of its coins and resources donated to that alliance. The specific alliance in question is China on server 93, which is the #1 ranked alliance and which I have never had an issue with (I have been in a few lower alliances and then a mid top 10 alliance before deciding to go it alone). Not only that, but the person that provided me with the screenshots of my account being used for those purposes has explained and shown screenshots of his ENTIRE alliance, along with an "enemy" alliance that he warred with, having all of their accounts stolen and donated to this very same China alliance.

This just shows some of the various activity on my account from these hackers.

Compiled.jpg (73.84 KiB) Viewed 6691 times

That's right - this China alliance is stealing accounts left and right and yet support has done nothing to punish them for this behavior, despite having screenshots showing all of the nefarious activity and them needing to recover the password for dozens of accounts that this alliance stole and used for their own purposes. These accounts were all accepted into the China alliance by NewLady, NewDragon, and NewMimi and multiple trade reports of resources being sold at minimum market value were reported as having gone to those individuals as well as a fourth member of their alliance.

Where is the honor and loyalty? Where is the integrity for support to do what is proper and remove from that alliance all of their ill gotten coins and money? Why will they not punish them for this egregious display of disregard for rules and fair game play? Have they no morals? I have seen many other posts on this forum regarding the China alliance that I have disregarded until now; now I question how much pull they have over the support personnel on my server or even if one of the support personnel themselves play in that alliance. Has anyone anything else to say about this???

[support97]

Hi, support93 has contacted you regarding this issue via email. Please check.

I can vouch for what Kin has said! I am the leader of one of the alliances of which most all of our members lost their accounts! We all serve together and got into this game for some team building. It took a long time for me to contact a number of our original members that have gone on to different posts, but almost all of them lost access to their original accounts (as did I!). Over half of them have been able to recover their accounts now and all discovered the same thing - their accounts had their passwords and recovery emails changed on 15 January and all of our accounts had been accepted into the China alliance and had all of our coins, money, and resources donated to them.

I sent a very lengthy email to support with detailed documentation on all of this, including the members' usernames as well as screenshots that showed this activity. This evidence was sent on 4 February and I have YET to receive a response from support. I sent a follow up letter on 11 February also. I would REALLY like these cheaters dealt with! I would also like all of my coins returned to me and for my coins to be removed from their alliance. In fact, all of their players that were complicit in the heist should be permanently BANNED from playing this game again!

Hello, I have checked my email but support has not said anything to me regarding the people who have illegally used my account. As I have already explained, I can accept that I will not get my equipment back and I understand why. What I don't understand is why these obvious cheaters are not receiving any sort of punishment!

sad story...

While this is all very disturbing, and your stories are quite compelling, I'm sorry to say the evidence you present here is inconclusive.

If indeed someone (or some people) in said alliance are cheating in such a way, I would bet money that support has or is investigating the matter. They actually do take these things seriously.

One thing support won't do, is follow up with you as to their verdict.

In the meanwhile, you should refrain from singling out individuals in a negative light on these forums as it is against the rules and two wrongs just don't make a right, as my dear old mommy used to say.

When an account has been reported as being hacked/ Stolen Haypi should put a freeze on the account immediately - similar to at server merge / server maintainence , all crop refilled FOC & RW given for the time it takes to investigate.

This way it would be difficult to be able to abuse the stolen account, it wouldnt take Support long to be able to activate the freeze & possibly protect a players investment.

I for one would not mind if Haypi were to freeze my account to be able to investigate a possible Hack - at least i would be happy in the knowledge that my equipments werent being cashed out. Yes it may take 2 or 3 days to get the account back after verification, but with a few emails at least i would get it back with everthing intact.

I find it very poor business & customer service to leave a player for a long amount of time ( 3 days is a long time in haypi) and not at least stop any activity from the possilbly hacled account.

For the amount of money you will have clearly spent to make this account top level, i would take further action - outside of the remit of Haypi Kingdom. My personal stance would be to to send a letter - without prejudice to Haypi and inform them you intend to take the matter further - you have the evidence to hand.. not only of abuse of your account, but of a lack of action on behalf of support in your server.

I have unfortunately heard too many times in the past , of players who have lost accounts & a lack of Haypi reaction. Haypi is of course a business, one that would benefit from you losing your coin as you will have to spend to regain your position. The lack of procedure from the company is tantermount to them giving a green light to would-be hackers & gives support the ability to 'turn a blind eye' to whats happening.

Enough is enough & I would suggest taking the complaint further ...

AKAIZO
S127

[support93]

Dear player

We are very sorry for your account being stolen. After receiving your letter, we are trying our best to verify your account information. At present, because of lacking evidences, we hope that you could cooperate with us and provide hard evidences. If we have enough hard evidences, we will take serious actions towards the account hacker. About the unfair trades and alliance donations during the period of account being stolen, we will take subsequent processing. Thank you for your understanding. Hope you could protect your account information well from now on and don't use simple password. If you have any problems or suggestions, please feel free to contact us.

Best regards
Haypi Kingdom Team

I will, and have done, everything that I can do to cooperate. At this point, I have provided screenshot evidence of what had happened to my account after it was compromised. I have also indicated that it was done without permission from me. I further understand, from posts here as well as external communication, that dozens of people had their accounts stolen by these China hackers all around the same time and that they all showed up in China's alliance activity log of donating their coins, money, and resources. This is not an isolated incident and I have seen all the screenshots in question. I understand that most of the original owners have been able to recover their accounts through your hard work and that they have indicated the same, to some degree or another. What additional evidence do you need outside of the word of dozens of players with hundreds of screenshots backing up their accusations? Please let me know how I can help.

I am also seeing this issue happening in S128, i'm not sure who to believe. There are reports in world chat of people being hacked of accounts and their items sold.

How it is done i do not know, but i hope it stops. I have not yet personally been effected by any attempts at these "hackers", nor do i wish to.

This support is doing the best that it can to fix the problem, please be patient, as they deal with hundreds (if not thousands) of issues/problems a day, and are working towards fixing your problem to the best of their ability.

-GB
S12-103-118
S90-128