Guild Wars 2

I’m writing a ticket for anet, to ask for the restitution of items stolen from my bank by the compromised account of my friend.

He received this mail:
Regarding your items and characters, we often are able to restore compromised accounts. You should know, however, that an account restoration will result in the loss of any progress you’ve made since regaining access to your account. If we restore your account, it will be returned to its state on XXXXXX. Achievements, accomplishments, and items acquired since regaining access to your account will be lost, but you will regain the items and gold that were taken in the compromise.
In addition, characters that were deleted during the compromise incident also will be restored.
Please note that we are unable to recover any losses you may have suffered in your guild or on the trading post.

In our guild it’s always been just the two of us, I’m also no longer using the guild bank since the incident. It should be incredibly easy to check what is missing, because all the items where withdrawn at once and probably sold on the TP.

There is any chance to recover those items? If not I’m speechless.
Please, if anyone resolved this problem, tell me how.
I’ve tried to contact them, but probably I was not clear enought because the told me:

I appreciate your enthusiasm to help your friend, but we are able to assist or discuss an account only with the original account owner.

The stolen items with his compromised account were mine… o_O

Erick Alastor.3917:

I’m writing a ticket for anet, to ask for the restitution of items stolen from my bank by the compromised account of my friend.

He received this mail:
Regarding your items and characters, we often are able to restore compromised accounts. You should know, however, that an account restoration will result in the loss of any progress you’ve made since regaining access to your account. If we restore your account, it will be returned to its state on XXXXXX. Achievements, accomplishments, and items acquired since regaining access to your account will be lost, but you will regain the items and gold that were taken in the compromise.
In addition, characters that were deleted during the compromise incident also will be restored.
Please note that we are unable to recover any losses you may have suffered in your guild or on the trading post.

In our guild it’s always been just the two of us, I’m also no longer using the guild bank since the incident. It should be incredibly easy to check what is missing, because all the items where withdrawn at once and probably sold on the TP.

There is any chance to recover those items? If not I’m speechless.
Please, if anyone resolved this problem, tell me how.
I’ve tried to contact them, but probably I was not clear enought because the told me:

I appreciate your enthusiasm to help your friend, but we are able to assist or discuss an account only with the original account owner.

The stolen items with his compromised account were mine… o_O

It looks like you got your answer (in your bold text) so I’m not sure why you are asking for another. It has been a policy for as long as I know that issues with guilds / guild banks are between those in the guild and can’t be recovered by Anet.

I’m sorry this happened to you but unfortunately it is what it is now.

This is not an issue between those in the guild, it’s an issue with 1 ATTESTED hacked account. The only other account in the guild since day -3.
°___°

Unfortunately, they won’t restore anything stolen from the guild bank, even if it was removed by someone whose account was hacked or illegitimately used.

“Restorations do not impact guild banks.”

https://help.guildwars2.com/entries/27658708-Restoring-Your-Account-After-a-Compromise

Erick Alastor.3917:

This is not an issue between those in the guild, it’s an issue with 1 ATTESTED hacked account. The only other account in the guild since day -3.
°___°

Unfortunately, Anet can’t be held responsible for the lack of security of your guild members. I know that sounds harsh but that is the way it is.

Erick Alastor.3917:

This is not an issue between those in the guild, it’s an issue with 1 ATTESTED hacked account. The only other account in the guild since day -3.
°___°

Unfortunately, it is clearly stated that they won’t do anything for your guild bank.
You even highlighted in bold.
It’s not an ambiguous statement and, to me, has a crystal clear meaning.

My friend use antivirus and scan his computer regularly, he can discern phishing mail from anet ones, he doesn’t use a simply password and never use the same password on other site/game.
I’m not totally sure is my friend fault here. Some members of another guild I’m in are experiencing similar problems for a few days.
And again it’s a guild of just the two of us. Not nearly infinite transactions to check, just the last operated two day ago by his hacked account.

Actually this is what happening right now to my friend with our guild bank currently. It really doesn’t look good for restoring our stuff in our guild bank it seems. Something really should be done about security and restoring guild bank. unfortunately we are the paranoid kind and we do everything to prevent this and yet, it still happened.

Erick Alastor.3917:

My friend use antivirus and scan his computer regularly, he can discern phishing mail from anet ones, he doesn’t use a simply password and never use the same password on other site/game.
I’m not totally sure is my friend fault here. Some members of another guild I’m in are experiencing similar problems for a few days.
And again it’s a guild of just the two of us. Not nearly infinite transactions to check, just the last operated two day ago by his hacked account.

It’s not your fault but that of your friend’s lack of PC security that you lost items in your Guild Bank. You will not get them back.

Sorry for your loss. Be sure to tell your friend to read the following post when he has a chance:

https://forum-en.gw2archive.eu/forum/support/account/Account-Security-What-you-need-to-know/first#post3884132

It really doesn’t matter if the Guild is a two-person Guild, or a two hundred-person Guild. The policy can’t be changed to accommodate individuals because of their circumstances. If a policy is set for one, it is set for all. That is the only fair practice.

As for CS refusing to discuss it with you, I am sure you would not want someone else discussing your account with CS. Another policy that is set to protect each of us.

Sorry for your loss, I hope your friend has better security outcomes in the future.