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Cases of Fraud Involving Impersonation of Customer Service and Employees

We are sharing fraud cases reported to D'CENT customer service. Wallet users are advised to review these cases and take precautions to avoid falling victim to similar scams.

 

The following are cases of fraud involving impersonation of customer service and employees:

 

Case 1 : Customer Service Impersonation Fraud

  • A user in the United States, User A, had trouble transferring XRP coins to their D'CENT wallet. They searched the internet (Google, etc.) for D'CENT customer service contact information and found a phone number, "+1) 813-XXXX-XXXX."
  • User A called the number and was told by the person on the other end that their assets were frozen and that they could help restore the wallet.
  • The impersonator sent a link to a site claiming to restore the wallet and requested User A's 24 mnemonic words. 
  • User A became suspicious and contacted the official D'CENT customer service.
  • D'CENT advised that its headquarters is in Korea, and customer service contact numbers have a Korean country code (+82), warning users to be cautious of scammers impersonating D'CENT.

Prevention Tips :

  • D'CENT's headquarters, IoTrust Co., Ltd., is in Korea, and the customer service phone number is "+82) 02-1833-4022," which primarily serves Korean users.
  • Users in other countries should submit a 1:1 inquiry due to international call limitations and time zone differences.
  • D'CENT will never ask users for their 24 mnemonic words.

 

Case 2 : Employee Impersonation Fraud

  • A user in the UK, User B, was invited to a Telegram channel due to an issue with a service they were using and started a conversation with someone named "Dr Sadek."
  • The impersonator asked User B to send HBAR coins to their app wallet, promising to restore funds in their account.
  • User B complied, but all assets were withdrawn and disappeared.
  • It is suspected that "Dr Sadek" requested User B to install a program (likely a backdoor) on their phone, leading to the exposure of mnemonic words when assets were sent to the app wallet.
  • User B reported the incident to D'CENT's official customer service, which advised them to report it to the police immediately.
  • As User B sought other ways to recover their lost assets, another impersonator, "Bernard S. Farnworth," claimed to be a senior developer at D'CENT and offered help.
  • D'CENT clarified that no such person was affiliated with the company and warned User B to be cautious of scammers impersonating D'CENT staff.

Prevention Tips :

  • The official inquiry route for D'CENT customer service is "https://dcentwallet.zendesk.com/hc/requests/new".
  • D'CENT does not provide responses through any other method.
  • D'CENT customer service will not disclose employee names directly. If someone contacts you claiming to be a D'CENT employee, immediately reach out to the official customer service number (02-1833-4022) or submit a 1:1 inquiry.

 

Case 3 : Social Media Impersonation Fraud #1

  • User C was dealing with an issue regarding token price display in the D'CENT wallet and engaged with a Telegram channel claiming to be the D'CENT support team.
  • The impersonator sent a link, asking User C to enter their 24 mnemonic words to resolve the token issue.
  • User C found this suspicious and contacted D'CENT's official customer service, which confirmed that D'CENT does not operate any Telegram channels and warned of impersonation scams.

Case 4 : Social Media Impersonation Fraud #2

  • User D received a direct message on X (formerly Twitter) from someone claiming to be a D'CENT developer, requesting the 24 mnemonic words to recover their wallet.
  • User D provided the mnemonic words and later realized they had been scammed when all assets were drained.
  • D'CENT's official customer service confirmed that they do not send DMs to users and warned about impersonating accounts on X.

Prevention Tips :

 

If you have encountered a similar scam and suffered a loss, immediately transfer all assets to a secure address and report the incident to your local police or a cybercrime investigation unit for assistance.