If you have unintentionally fallen victim to an online scam or cybercrime, such as phishing attacks designed to steal your personal information, Bitkub Exchange kindly recommends that you take the following steps as soon as possible to help increase the chances of recovering your assets.
Step 1: Gather All Supporting Evidence Related to the Offender
It is highly recommended to collect and securely store all evidence related to the cybercrime incident. These may include:
- Information about the offender, such as full name, photograph, phone number, email address, or any other identifiable details
- The digital asset wallet address of the offender
- The process, method, and steps used by the offender to deceive and unlawfully obtain your assets or to commit the cybercrime
- Any other relevant supporting evidence
Step 2: Contact Bitkub Support As Soon As Possible
If you are a customer of Bitkub Exchange, please contact Bitkub Support as soon as possible to request the suspension of your account or to temporarily freeze digital asset withdrawals to ensure the security of your assets.
In addition, to support the recovery process, Bitkub Exchange kindly asks that you proceed with the following:
Provide any information you have gathered regarding the offense, such as details of the offender and the offender’s digital asset wallet address (if available) to Bitkub Support.
Share a clear description of the methods and steps used by the offender to deceive you and unlawfully obtain your assets or commit cybercrime.
Cooperate with Bitkub Exchange as advised, including filing an official police report within 72 hours. During this period, Bitkub Exchange will temporarily suspend suspected transactions or digital asset wallets on the Bitkub platform based on the information you provide (if applicable) for 72 hours from the time you contact Bitkub Support.
Step 3: File a Police Report Within 72 Hours
Please file a police report as advised by Bitkub Support as soon as possible or within 72 hours. These are methods to report cybercrime cases:
Online filing: through the official cyber police website at https://www.thaipoliceonline.go.th/.
Online Report User Instructions
Click “แจ้งความออนไลน์ (Report Online)”.
Register an account and verify your identity using OTP via email or phone.
Log in again to proceed with your online report submission.
A user manual for the online system is also available (in Thai) here.
- Filing a report at the local police station that has jurisdiction over the matter: Inform the police officer that you wish to file an official complaint to proceed with criminal prosecution until the case is concluded, and provide all relevant facts and any supporting evidence you have gathered. (The recording of the daily report serves only as a record of an event and does not constitute a formal criminal complaint requesting legal action against an offender.)
After filing an official police report, please contact Bitkub Support to submit a copy of the report as supporting evidence for further processing.
Additionally, you may request that the police issue a subpoena/order for documentary evidence and asset freeze. The subpoena may include a request for the following information:
KYC information of the offender
Transaction history of the offender (please specify the date range, e.g., 1 January 2025 to 31 January 2025)
Current asset balance in the offender’s account
Digital asset wallet address of the offender
Furthermore, within the same order, you may also ask the police to include a statement explicitly instructing Bitkub Exchange to freeze the offender’s account and digital asset wallets. (This does not pertain to freezing Bitkub Exchange’s commercial bank accounts or Bitkub accounts for customers.) You may refer to a sample of the subpoena for documentary evidence here.
Once the police issue the order, they can send it to Bitkub Exchange via the following channels:
Email: Send to either support@bitkub.com or compliance@bitkub.com.
Postal Mail: Send exclusively through Thailand Post to the address below:
Bitkub Online Co., Ltd.
2525 FYI Center, Building 2, 11th Floor, Rama IV Road
Khlong Toei, Khlong Toei, Bangkok 10110 (Head Office)
For further assistance or inquiries regarding the reporting process or legal procedures, you may contact the relevant authorities at:
Cyber Crime Investigation Bureau (CCIB)
Hotline: 1441 (available 24/7)
Facebook Page: Cyber Police Thailand
Precautions
If you have provided any personal information to the offender, such as your username or password, you should change your password immediately and carefully check your account for any suspicious or unauthorized activity.
References
Bank of Thailand (BOT)
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