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Identifying Fake Customer Service Scams

Case Study: Ben's Encounter with a DApp Scam

In a recent interaction with a DApp product, Ben faced an issue and sought assistance in the Telegram group. Soon after, a seemingly helpful user initiated a private chat, offering to connect Ben with an official representative to address the problem. This user provided an account name, which Ben clicked on, taking him to the private chat.

The person posing as the "official representative" engaged Ben, explaining that the issue was related to a project database glitch that they were actively resolving. To prevent any further troubles, they requested Ben to reset his account and inquired about the wallet he was using. Subsequently, the imposter provided a link and instructed Ben to import his wallet using the mnemonic phrase for further actions.

However, Ben's cautious instincts kicked in, and he refrained from proceeding with the instructions, avoiding the potential phishing trap and safeguarding his mnemonic phrase/private key from exposure. Realizing the potential scam, Ben took swift action by sharing the profile picture and account details of the "official representative" in the DApp product's official community. The genuine customer support team confirmed that the individual was an imposter and warned all users against trusting private messages from strangers.

This case serves as a valuable lesson for all crypto enthusiasts. Impersonators often lurk in major communities, pretending to be official customer support. They employ various tactics to gain users' trust, directing conversations towards wallets, and enticing users to reveal their mnemonic phrases or private keys. Falling victim to such schemes can lead to the swift loss of all assets.

To stay safe, users must exercise vigilance and validate the identity of any supposed official representative. When in doubt, it is advisable for users can take screenshots and send them to the project's official email for assistance in identification. Usually, Bitget Wallet (Previously Bitget Wallet (Previously BitKeep))'s official staff will not initiate private chats with users, nor will they ask users to reveal their mnemonic phrases/private keys. If a similar situation arises, users should promptly verify through official Bitget Wallet (Previously Bitget Wallet (Previously BitKeep)) channels and report the impersonating account in the Bitget Wallet (Previously Bitget Wallet (Previously BitKeep)) official community to the administrators.