I have been a BtcTurk customer for only about 10 days and I am an inexperienced user of cryptocurrency platforms. On 25.12.2025, at around 16:30, while I was using the BtcTurk web platform on my computer via https://kripto.btcturk.com/, a very serious and suspicious incident occurred involving my ETH (Ethereum) balance. During a dispute with a live customer representative on the site, I was repeatedly kicked out of the site four times and my Google page was also closed. At that moment, a page with the content “I love you Israel” opened in my browser (https://i.pinimg.com/originals/49/5b/1c/495b1ca760620be126ccb2009dd5e568.jpg). Immediately afterwards, ETH worth approximately ₺20,000 in my BtcTurk account was transferred to an account I do not know and have never authorized. The employees identified the recipient wallet as “opabc1pav7c5xs6dv9l0l4xeqs9asjvavr5andtzxxll7ffehasqxu7j3nqg64rg9”. I clearly state that I did not initiate, approve or authorize this transfer in any way and that I do not recognize the mentioned wallet. I believe this incident occurred as a result of actions taken during my dispute with the live support representative, and I strongly suspect that BtcTurk side or someone acting through their systems played a role in this. After the incident, BtcTurk suspended my account, stating that it was for “security reasons”, but they clearly told me that they would not deal with my loss and that they did not accept any responsibility. As a result, not only did I lose ETH worth approximately ₺20,000, but I was also prevented from withdrawing the remaining money in my account. I request that my ETH loss of approximately ₺20,000 be fully refunded, that my account restriction be reviewed and the blocking of my remaining funds be lifted, and that a detailed investigation be carried out into this transfer, especially how and by whom the transaction to the wallet “opabc1pav7c5xs6dv9l0l4xeqs9asjvavr5andtzxxll7ffehasqxu7j3nqg64rg9” was carried out. I also request that the information about the account to which my ETH was transferred be revealed and shared with the relevant authorities if necessary. I expect BtcTurk to urgently investigate this incident, to clarify how such a security breach could occur while I was in direct contact with a live representative, and to compensate my financial loss.
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