Dear
I am writing to address, in an objective, respectful, and constructive manner, the incident that occurred on December 16, 2025, which has already been formally reported and documented. The incident involved a security failure on TREZOR’s official website (trezor.io) and resulted in the loss of approximately USD 13,000 in cryptoassets.
I would like to highlight the following points, which I believe are material to a fair assessment of the situation:
- Access occurred exclusively through TREZOR’s official website, using a valid domain and security certificate;
- The interface requesting the recovery seed was presented within TREZOR’s official environment;
- TREZOR has publicly acknowledged that a third-party service integrated into its website was compromised;
- The financial loss was immediate and directly linked to this failure.
I fully understand and respect established security best practices, including the principle that a recovery seed should never be entered on web pages. However, the central concern remains that such a request should never have been technically possible within TREZOR’s official website. This circumstance created a reasonable and induced expectation of trust that was beyond the user’s control.
My intention in reaching out is not to pursue litigation, but rather to seek a fair, proportional, and definitive resolution that avoids unnecessary escalation or burden for either party.
All relevant supporting documentation has already been provided, including:
- screenshots of the website at the time of the incident;
- public blockchain records;
- the police report;
- TREZOR’s official communications acknowledging the incident.
In light of the above, I would like to respectfully inquire whether TREZOR would be open to evaluating a settlement proposal—whether through partial compensation, financial reimbursement, or another appropriate form of remedy—in order to resolve this matter amicably.
I sincerely believe that a consensual resolution represents the most reasonable path forward, as it reinforces user trust, reflects a genuine commitment to security, and preserves the strength and reputation of the TREZOR brand.
I appreciate your time and consideration, and I look forward to your response.
Sincerely,
Matheus do Val Ietsugu