Crypto platforms offer exciting opportunities, but they’ve also become a prime target for scammers. A troubling trend shows that increasing numbers of fraudsters are targeting users of the Dutch crypto exchange Bitvavo.
According to the help platform Fraudehelpdesk, 1,800 people have already been defrauded in 2025 alone through scams involving their Bitvavo accounts. That’s a dramatic jump from just 716 reported victims in 2024.
What Is Bank/Helpdesk Fraud?
This advanced fraud technique, often called “helpdesk fraud”, involves criminals posing as representatives from banks or crypto exchanges.
Victims typically receive a phishing SMS or voicemail that impersonates a trusted brand or service, often by using spoofing techniques that mask the caller ID. The message may claim that suspicious activity has been detected on their account, or that their Google Authenticator app has been compromised. Scam victims are then urged to call a number that appears legitimate.
Once connected, the fraudster walks the victim through a series of actions such as:
- Installing remote-access software like AnyDesk or TeamViewer
- Creating a new crypto wallet (e.g., Trust Wallet), while secretly viewing the private seed phrase.
- Convincing the victim to withdraw cryptocoins from the exchange and send them to the new Trust Wallet
With access to private keys or control over the victim’s device, the scammer then empties the victim’s Bitvavo account or the Trust Wallet, often before the victim realizes what’s happening.
In other cases, victims are redirected to a convincing fake Bitvavo website, where they enter their credentials, giving scammers direct access to their accounts.
How Big Is the Problem?
The data paints a disturbing picture:
- 6,000 reports of non-bank helpdesk fraud (including Bitvavo) were logged in the first half of 2025, up from just 372 in the same period of 2024.
- Financial losses from these scams exceeded €2.2 million, compared to a modest €80,000 the year before.
To put it in context, total crypto-related helpdesk fraud in all of 2024 involved 943 reporting victims who lost more than €25 million to various scams, so helpdesk fraud targeting Bitvavo represents just a portion of a much larger issue.
Bitvavo’s Countermeasures
Bitvavo is not passive. The platform has taken several steps to protect users:
- Prominent warnings on its site and during withdrawal actions, alerting users to helpdesk scams and urging caution.
- “Check your call” tool: a feature that lets users verify whether they are indeed talking to a legitimate Bitvavo employee.
- Anti-phishing code: users can set a unique phrase that appears in all genuine Bitvavo emails. If it’s missing or wrong, that’s a red flag.
- Withdrawal limits: it’s only possible to withdraw up to €25,000 per 24-hour period. Additionally, accounts showing suspicious activity may be frozen immediately.
Despite these protections, many scams succeed due to the “urgency” tactic: the fraudster makes the user believe immediate action is required to protect their funds. In a panicked state, victims may ignore even well-known red flags.
Tips to Protect Yourself
- Never answer unexpected calls or SMS messages asking you to log in, install software, or send crypto to “protect” your account.
- Don’t give out Google Authenticator codes, seed phrases, or remote access permissions, the real Bitvavo support never asks for these.
- Always access your Bitvavo account directly, never via links or phone numbers sent in messages.
- Enable Bitvavo’s anti-phishing code and confirm it appears in all platform emails.
- Be alert to spoofed phone numbers and phishing language in SMS or voice messages.
- Use the ‘check your call’ feature and remember: Bitvavo does not call without prior arrangement.
- Set withdrawal delays and use wallet whitelisting to control where funds can be sent.
Final Thoughts
The rapidly rising number of helpdesk scams targeting Bitvavo customers is a sobering reminder that fraudsters will always try to adapt. While platforms like Bitvavo are building in safeguards, ultimate protection comes down to user vigilance.
Remember:
- Helpdesk fraud thrives on fear and urgency.
- Always pause, verify, and if in doubt, contact Bitvavo or the authorities via known official channels, not those provided by an unexpected caller.
These scams may be inventive, but with awareness, you don’t have to fall for them.
