Professional Documents
Culture Documents
A site designed to steal passwords / numbers / sensitive information. Disguised as a trustworthy entity so people fall for the scam
First hoax site appeared back in November 2005. A lot of money stolen in March 06. A lot of money stolen in Sept 06, however we were able to recover 90% Seeing a new hoax site every few days Majority of hoax sites appear to be from the same group. Very professional. Very few other phishing scams appear.
Our Job
Respond to all hoax/phishing related questions. Investigate accounts to see if they have been compromised. Forward any accounts that have had funds stolen to Fraud Queue in Kana
New Procedures
Handbook entry: Answer emails in Hoax Related queue Determine if player is informant or victim Place restrictions on account Respond to player addressing concerns and educate them
file://///tpfs1nw/workflow$/HANDBOOK/HANDBOOK/Initial%20Response%20for%20Hoax%20Related%20 Emails.html
Case #1 - Victim
In this case we would add the web address to report Social Security Number fraud. (http://www.ssa.gov/oig/hotline/index .htm)
Case #2 - Informant
Send template XXX.XXX We thank these players for letting us know. Tell them how much we value players like themselves here at Full Tilt Poker
Case #3 - Informant
Send template XXX.XXX We thank these players for letting us know. Tell them how much we value players like themselves here at Full Tilt Poker
Case #4 Victim
Player informed us that they didnt give password We do not need to place restrictions on account. Respond to player requesting they change their password just to be safe.
Case #5 Victim
Player entered PlayerID and email, and was waiting for us to respond Assume player was impatient and entered details. Follow standard victim procedures
This was posted in the message part of the table during tournament 13449279. I went to the site and they said congrats etc, fill out name, password, and e-mail address. I did and then it said you could not put the money in my Full tilt account and offered options like paypal. That is when I quit the process.
I changed my password to my account. My screename is 2007orBust and my e-mail address is overnightllc@aol.com. Please let me know i this was a fraud and if I need to do anything further.
Case #6 Victim
Player entered PlayerID and email. However they had informed us that they had changed their password. Therefore account is secure. No need to place restrictions or reset password. Confirm for player that this was a hoax site, and thank them for changing password.
Reading Know100
Run a Know100 with a big threshold like 9999999 We are looking for a foreign login over the past few days.
Clean logins
Foreign Logins
Restricting Account
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2.
Select the Security & Limits tab in WAT Check No Play, No Mix, No Deposit, No Transfer, No Chat and hit Submit and Accept.
Reset Password
On Player Summary page, select Reset Password. Enter Hoax Site Victim Resetting Password
Notate account
In WAT, notate account with: HOAX: Victim of hoax site. No foreign logins found. Reset password and placed restrictions on account. Once player emails in confirming they have changed their password, please remove restrictions.
Note: Please ensure player doesnt have any current chat related bans.
Sending Email
We will be using templates, however it should be customized just like every other email If they mention a payment processor, provide their contact details. If they say a credit card, then get them to contact their bank Sympathize with the player Educate with links to our identity protection page.
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Boot player from system. Notate account with: Hoax Site victim Used to spam hoax site Restrict account. Send player an email. Follow handbook to have website removed Note: Do not TRAP account. This will only cause headaches for us.
Pause account IR the player explaining their account has been compromised and we are investigating. Route the follow-up to the fraud queue