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Over 20 defrauded BIL customers are demanding accountability after losing thousands to a sophisticated phishing scam, with many criticising the bank's delayed response and lack of support.
Dozens of customers deceived by a fake BIL bank website have joined forces in a WhatsApp group, united by frustration over the bank's handling of their cases. The scam, first reported by RTL on Monday, has likely defrauded victims of a six-figure sum, with many describing similar experiences of financial loss and dissatisfaction with the bank's response.
The scheme preyed on routine banking habits: one careless click redirected users to a convincing replica of BIL's website.
Among those affected is Juliana Mondot, who in early July entered her login details on what appeared to be her bank's legitimate site. When the page stalled, she assumed technical issues – until a notification revealed €8,800 had been withdrawn without further action on her part.
Mondot recounts a fraught aftermath, citing long helpline delays and perceived indifference from BIL. "I did receive support from the police", she said, having filed an official report.
Tim Pauly of the Police Prevention Service underscores the importance of vigilance. "Never access your bank via search engines", he advises. "Use the official app or manually type the URL to avoid phishing traps."
Police received 20 reports during the first weekend of July alone from victims of the fake BIL website scam, with individual losses typically ranging between €6,000 and €9,000. While BIL has not disclosed the total amount stolen, Nicolas Remarck, the bank's cybersecurity head, confirmed that approximately 25% of affected customers could not be reimbursed despite intervention efforts like transaction blocking or reversals.
Among those coordinating in the WhatsApp group is Claude Melchior, who lost €12,000 after falling for a phone scam impersonating BIL. "They told me my LuxTrust profile was compromised", he said.
Read also: 'I've been a victim too' – Online fraud victims speak out after BIL site scam
Like Mondot, Melchior feels abandoned by the bank. "We're not just cash cows", Mondot emphasised. In her view, banks have a responsibility towards their customers. "And, after all, they have insurance."
BIL expressed regret over the incidents but defended its security protocols. Remarck noted that LuxTrust's digital signature system, which validates transfers, is "robust".
He implied customers who authenticated transactions may bear partial liability, though Mondot disputes this: "I never validated anything – my LuxTrust account was inaccessible."
The contradiction raises unresolved questions, including why some large transfers allegedly bypassed LuxTrust verification. BIL had not clarified this by publication time.
Victims plan to intensify their campaign, scheduling a 7 September meeting – potentially with legal representation – to discuss next steps.
Those affected who wish to join the WhatsApp group can get in touch via the following email addresses:
aliceluss2006@gmail.com
juliana.mondot@gmail.com
Scam sparks urgent parliamentary questions
The proliferation of fraudulent banking websites – some remaining active for weeks despite victim reports – has drawn scrutiny from Luxembourg's lawmakers. In an urgent parliamentary question on Wednesday, MPs Mars Di Bartolomeo and Ben Polidori of the Luxembourg Socialist Workers' Party (LSAP) demanded accountability from key ministers, highlighting systemic gaps in fraud prevention.
Addressed to Finance Minister Gilles Roth, as well as Justice Minister and Minister Delegate for Media and Connectivity Elisabeth Margue, their questions focus on why fraudulent sites continue operating despite prompt police reports, what concrete actions BIL, LuxTrust, and authorities have taken to enhance security measures, and where institutional responsibility lies when customers suffer financial losses to such scams.
