So, how much exactly was "stolen"? And from whom? If you read the original thread on Reddit, you'll see that there's not a single person who actually lost money with Freewallet! The reason our users got worried is because they checked their wallet balances on the blockchain explorer and found out the funds aren't there. However, the address displayed in the app is a so-called "hot wallet" used for receiving transactions. We consider keeping the funds there as well as storing private keys locally a risk because if the access to your device is compromised, it would give a hacker an opportunity to steal your assets.

That is why after our user receives a transaction, the funds are moved to the cold storage. Whenever he/she needs to make a transaction, the funds are transferred from the cold storage as well. Their actual balance is displayed in the app; what people see on a blockchain explorer is most likely an intermediary transfer of funds in/out of the cold storage (and our users aren't charged with any fees for such transactions). That's exactly what it was: rebalancing between different cold storages. Not piping our users' funds to an outside source.

You sent tokens that aren't currently supported in the app to your Freewallet address. Your tokens aren't stolen, you can see them sitting right where you had them sent in the blockchain explorer. As soon as there's a technical possibility and the support of your tokens is added, you will be able to access them in our Token Wallet app.

We strongly recommend contacting our in-app support to make sure the tokens you're planning to send are supported in the app before making a transaction to avoid such situations in the future.