💔 Your Items Are GONE - But You Have Rights
🚨 The Brutal Truth
If your Steam account was hacked and items stolen (CS2/CSGO skins, Dota 2 items, TF2 unusuals, trading cards), Steam's official policy is: "We don't restore stolen items."
- 🚫 Steam refuses to restore items - even with proof of theft
- 🚫 Steam refuses to refund money - even if you bought items directly
- 🚫 Hackers keep stolen items - they sell them, Steam takes 15% market fee
- 💰 Steam PROFITS from your theft - every stolen item sold = profit for Valve
- ⏰ Time limit: ACT IMMEDIATELY - the longer you wait, the harder to recover
But this doesn't mean you should accept it. Fight back with LEGAL methods.
Thousands
Daily Item Thefts
$100-50K
Typical Loss Value
Legal
Refund Claims
⏱️ First 24 Hours - Critical Actions Timeline
TIME IS EVERYTHING. Take these actions IMMEDIATELY:
⚡ Minute 1-5: Secure Your Account
- Change password IMMEDIATELY (if you still have access)
- Enable Steam Guard authenticator on YOUR phone
- Deauthorize all other devices: Settings → Manage Steam Guard → Deauthorize all devices
- Check email for Steam notifications - see which IPs logged in
⚡ Minute 5-15: Document Everything
- Screenshot your current inventory (what's LEFT)
- Check Steam Market history - screenshot all recent trades/sales you DIDN'T make
- Screenshot trade history showing items transferred out
- Note date/time when you lost access
- Note approximate time items were stolen
- Calculate total value lost (use Steam Market, buff163, csgostash prices)
⚡ Hour 1-2: Report to Steam Support
Go to: help.steampowered.com
- Select: "My account" → "Account Security" → "My account was hijacked"
- Provide ALL evidence: screenshots, dates, trade history
- State: "I am requesting account recovery AND item restoration under consumer protection law"
- Get ticket number - you'll need this for legal escalation
⚡ Hour 2-24: External Reports
- File police report for theft (items have monetary value)
- Contact your payment provider (bank, PayPal, credit card)
- Report to IC3 (USA), Action Fraud (UK), or local cybercrime unit
- Post on Steam Community (sometimes public pressure helps)
- Contact friends who may have received items from hacker
⚠️ What Steam Support Will Tell You
Expected response: "Steam does not restore items that have been stolen. This decision is final and cannot be appealed."
DO NOT ACCEPT THIS. This is a POLICY, not LAW. Their policy doesn't override your legal rights to property you purchased.
📍 Where to Report & Escalate
Don't stop at Steam Support. Report to EVERY authority:
1
Steam Support (Required First Step)
You MUST contact Steam first to create paper trail. They will reject you - that's expected.
📧 How to Contact:
URL: help.steampowered.com
Path: My Account → Account Security → My account was hijacked
What to Say:
"My Steam account was compromised on [DATE]. Items worth $[AMOUNT] were stolen from my inventory. I am requesting:
1. Full account restoration
2. Item restoration OR refund equal to purchase value
3. All trade history logs showing unauthorized transfers
I have proof of ownership and purchase receipts. Under consumer protection law, I am entitled to recovery of my property. Ticket #[NUMBER]"
2
Local Police - Theft Report
Your items have monetary value = property. Theft of property = crime. File official police report.
🚔 How to File:
- Go to local police station or file online
- State: "Digital property theft" or "Computer fraud"
- Provide: Total value, dates, Steam Support ticket number
- Mention: "Valve Corporation refuses to assist despite proof of ownership"
- Get case/report number - include in all future communications
Why This Helps: Police report = official documentation. Use report number when contacting payment providers and in legal action.
3
Cybercrime Authorities
Report to national cybercrime units - they track large-scale hacking operations.
🌐 Where to Report:
- 🇺🇸 USA: IC3 (Internet Crime Complaint Center) - ic3.gov
- 🇬🇧 UK: Action Fraud - actionfraud.police.uk
- 🇪🇺 EU: Europol Cybercrime Centre
- 🇦🇺 Australia: ACORN (Australian Cybercrime Online Reporting Network)
- 🇨🇦 Canada: Canadian Anti-Fraud Centre
4
Payment Provider Dispute
If you BOUGHT items with credit card/PayPal, you may be able to dispute charges.
💳 How to Dispute:
- Credit Card: Call your bank, request chargeback for "goods not received" or "theft of paid goods"
- PayPal: Open dispute for "Item not received" or file complaint
- Important: This may get your Steam account banned - only use if account already lost
- Provide: Purchase receipts, Steam refusal message, police report number
- Time limit: Usually 60-180 days from purchase (check your card's policy)
Warning: Chargebacks will result in Steam account suspension. Only do this if you're already locked out or Steam refuses to help.
5
Consumer Protection Agencies
File complaints with government watchdogs - helps build case against Valve.
🏛️ Where to Complain:
- 🇺🇸 USA: FTC Complaint - reportfraud.ftc.gov
- 🇺🇸 USA: Washington State Attorney General (Valve's home state)
- 🇬🇧 UK: Citizens Advice Consumer Service
- 🇪🇺 EU: European Consumer Centre
- 🇦🇺 Australia: ACCC (Australian Competition & Consumer Commission)
6
GDPR Data Request (EU Citizens)
Force Valve to provide ALL data about the theft - then use it against them.
📧 How to Request:
Email: gdpr@valvesoftware.com
Subject: GDPR Subject Access Request - Account Theft
"Under GDPR Article 15, I request all personal data related to Steam Account [USERNAME]:
- Complete trade history from [DATE OF THEFT]
- IP addresses that accessed account during theft
- All security logs showing unauthorized access
- Item transfer records
- Any communications regarding theft report [TICKET NUMBER]
My account was stolen with items worth €[AMOUNT]. I require this data to pursue legal recovery."
💰 Demanding Refunds with Purchase Receipts
If you have RECEIPTS showing you BOUGHT items with real money - you have STRONG legal claim for refund:
📄
What Counts as Valid Receipt?
- ✅ Steam Market purchases - Check Store → Account Details → Market Transactions
- ✅ Steam Wallet adds - Money you added to buy items
- ✅ Third-party marketplace receipts - CS.MONEY, Skinport, DMarket, Buff163, etc.
- ✅ PayPal transactions - For items bought via PayPal
- ✅ Credit card statements - Showing purchases to Valve/Steam
- ✅ Crypto transaction records - If you bought items with Bitcoin/ETH
⚖️
Legal Basis for Refund Claim
Legal Argument: When you purchase digital items, you enter CONTRACT with Valve. Contract terms:
- 💰 You pay money → Valve provides secure storage of items
- 🔒 Valve promises "Steam Guard" security
- ⚖️ If Valve's security FAILS → they breach contract
- 💵 When contract breached → you're entitled to REFUND or DAMAGES
Their "we don't restore items" policy does NOT waive liability for security failures. Consumer protection law in most countries prohibits companies from avoiding liability through fine print.
📧
Refund Demand Letter Template
Send this to Steam Support AND separately to: legal@valvesoftware.com
Subject: FORMAL DEMAND FOR REFUND - Account Theft [Your Account Name]
To: Valve Corporation Legal Department
Date: [TODAY'S DATE]
Steam Account: [YOUR ACCOUNT]
Support Ticket: [TICKET NUMBER]
Police Report: [REPORT NUMBER if filed]
FORMAL DEMAND FOR REFUND
On [DATE], my Steam account was compromised due to security failures in Valve's system. Items worth $[AMOUNT] were stolen from my inventory.
ITEMS STOLEN:
[List items with values, e.g., "AWP Dragon Lore FN - $4,500" or "Total CS2 skins - $2,300"]
PROOF OF PURCHASE:
- Attached: Purchase receipts totaling $[AMOUNT]
- Payment method: [Credit card/PayPal/Steam Wallet]
- Purchase dates: [DATE RANGE]
LEGAL BASIS:
1. I entered into contract with Valve by purchasing items
2. Valve promised secure item storage via Steam Guard
3. Valve's security failed, resulting in item loss
4. Breach of contract entitles me to refund or damages
Under [Consumer Rights Act 2015 (UK) / Consumer Protection Laws (USA) / ACL (Australia) / relevant law], I am entitled to:
- FULL REFUND of purchase price ($[AMOUNT])
- OR immediate item restoration
- PLUS compensation for time and distress
DEMAND:
I demand immediate refund of $[AMOUNT] to [Payment Method] within 14 days of this notice.
CONSEQUENCES OF NON-COMPLIANCE:
Failure to comply will result in:
- Small claims court action for $[AMOUNT] + court fees
- Complaint to [FTC/ICO/ACCC/relevant authority]
- GDPR complaint (if EU) - violations carry €20M fines
- Public disclosure on social media and gaming forums
I have already filed:
- Police report [NUMBER]
- Consumer protection complaint
- [Any other reports]
Your "we don't restore items" policy does not supersede contract law and consumer protection regulations.
I expect written response within 7 days acknowledging this demand.
Respectfully,
[YOUR FULL NAME]
[YOUR ADDRESS]
[YOUR EMAIL]
[YOUR PHONE]
Attachments:
- Purchase receipts
- Account ownership proof
- Theft documentation
- Police report (if filed)
IMPORTANT: Send via email AND certified mail if possible. Keep copies of everything.
⚖️ Taking Valve to Small Claims Court
💪 Why Small Claims Works
Small claims court is DESIGNED for cases like this:
- ✅ No lawyer needed - you represent yourself
- ✅ Low filing fees - usually $50-100
- ✅ Fast resolution - 30-90 days
- ✅ Valve often doesn't show up - you win by default
- ✅ Judges sympathetic - "big company stole from individual"
- ✅ Burden on Valve - they have to prove their policy is legal (it's not)
Multiple people have successfully sued Valve in small claims and WON refunds or settlements.
📋
How to File Small Claims Against Valve
- Step 1: Check your local small claims limit ($5,000-10,000 in most places)
- Step 2: Calculate your damages (item value + filing fees + time compensation)
- Step 3: File claim against: "Valve Corporation, 10400 NE 4th St, Bellevue, WA 98004, USA" OR local Valve office
- Step 4: List claim as: "Breach of contract, consumer protection violation, conversion of property"
- Step 5: Attach all evidence: receipts, Steam refusal emails, police report
- Step 6: Serve Valve with court papers (court will help you do this)
- Step 7: Attend hearing with printed evidence
TIP: Many judges rule in favor of individual vs corporation in "unfair terms" cases.
⚠️ Valve's Arbitration Clause
Valve's ToS includes "forced arbitration" clause trying to prevent lawsuits. However:
- Many jurisdictions deem forced arbitration UNENFORCEABLE for consumer contracts
- EU law prohibits forcing consumers into arbitration
- Small claims court often exempt from arbitration clauses
- Judges can rule arbitration clause unconscionable (unfair)
Don't let this scare you. File anyway - worst case, court transfers to arbitration (where you have same arguments).
🚫 Why Steam's "No Restoration" Policy is ILLEGAL
⚖️ Legal Arguments Against Valve
1. UNFAIR CONTRACT TERMS
"We can keep your money but don't have to protect what you bought" = unconscionable contract. Courts reject this worldwide.
2. BREACH OF IMPLIED WARRANTY
When you pay for items, there's implied warranty that Valve will provide reasonable security. Their security FAILED.
3. UNJUST ENRICHMENT
Valve profits from stolen item sales (15% market fee). They financially BENEFIT from refusing to help you = unjust enrichment.
4. CONSUMER PROTECTION VIOLATION
EU Consumer Rights Directive, UK Consumer Rights Act, US state laws, Australian Consumer Law - all prohibit unfair terms that leave consumer with no recourse.
5. CONVERSION / THEFT BY FINDING
Valve knows where stolen items went. Refusing to return them when they have power to = conversion (civil theft).
✅ What Courts Have Ruled
Previous cases against Valve and similar companies:
- ✅ French court: Valve's refund policy violated consumer law (2019)
- ✅ Australian court: Valve fined $3M AUD for misleading refund policies (2016)
- ✅ German court: Digital items have property value, must be protected (2013)
- ✅ Multiple small claims: Individuals won refunds for account issues
Valve is NOT immune. They lose in court regularly.
💪 Don't Accept Theft as "Policy"
Final Advice:
✅ ACT IMMEDIATELY - every day makes recovery harder
✅ Document everything - screenshots, dates, values, communications
✅ Use ALL channels - Steam Support, police, payment providers, consumer agencies, courts
✅ If you have receipts, DEMAND refund - you paid money for items that Valve failed to protect
✅ Don't accept "policy" as answer - policy ≠ law
✅ Small claims court works - seriously consider it for high-value thefts
✅ You're not alone - thousands suffer this daily, only YOU can fight back
⚠️ Realistic Expectations
Truth: Chance of getting items back from Steam directly = 5-10%. Most cases, Steam refuses.
But: Chance of getting REFUND through legal pressure = 30-50% if you have receipts and persist.
Why fight anyway? Every legal action costs Valve money. Every complaint to authorities creates paper trail. Eventually, governments will act. Your fight helps EVERYONE.
This guide is for educational purposes. MoneyLead is not a law firm. Consult qualified attorney for specific legal advice.
