BIL Fraud: How to Report It and Stop the Money
If money left your BIL account without your permission, or you paid a scammer, contact BIL straight away and ask it to block the payment and your card. The first minutes matter most.
Do this first
- Call BIL’s official line below, or use help inside the official BIL app. Never use a number from a text, a caller or a search result.
- Give them the transaction details (amount, time, and the account or number you paid) and ask them to block your card and stop or recall the payment.
- Change your online banking password and PIN if anyone may know them. BIL will never ask for your PIN, password or a one-time code.
- Report it to the police too: see who handles cybercrime in Luxembourg, and keep screenshots of every message and payment.
Official BIL fraud contacts
BIL (Banque Internationale à Luxembourg)
Bank- Card blocking (Worldline):+352 49 10 10(24/7)
- Client Care Center (fraud):+352 4590-5000(Mon–Fri 8:30am–6pm)
App or online: In the BILnet app: select the card › Gestion, or Contact › Bloquer ma carte. You can also block or suspend your LuxTrust certificate.
Know this about Luxembourg
- Spuerkeess, BGL BNP Paribas and BIL all block lost or stolen cards through Worldline on +352 49 10 10, 24/7.
If BIL won’t help
CSSF customer complaints (out-of-court resolution)
Free out-of-court resolution of complaints against banks and payment providers supervised by the CSSF.
Complain in writing to the bank first. If you have no satisfactory answer within one month, file with the CSSF within one year of your complaint to the bank, using the online form or [email protected].
Official websiteYour rights as a BIL customer in Luxembourg
- EU Payment Services Directive (PSD2). Your bank must refund an unauthorised payment promptly, normally by the end of the next business day, unless it suspects fraud. If a lost, stolen or misused card or payment details were involved, your loss is capped at EUR 50, unless you acted fraudulently or with gross negligence. Payments you approved yourself, even if you were tricked, are usually not covered. Source
Report it to the police too
Cybercrime agencies in Luxembourg lists who to report to.
Common questions about BIL fraud
- What is the BIL fraud helpline number?
- BIL lists these numbers on its own website: Card blocking (Worldline): +352 49 10 10 (24/7); Client Care Center (fraud): +352 4590-5000 (Mon–Fri 8:30am–6pm). Always dial the number printed on your card or shown in the official app if you are unsure.
- How do I report fraud to BIL?
- Call BIL's official line, or report it in the app or online: In the BILnet app: select the card › Gestion, or Contact › Bloquer ma carte. You can also block or suspend your LuxTrust certificate.. Tell them the amount, the time and the account the money went to, and ask them to block your card or the payment.
- What if BIL will not help or refund me?
- In Luxembourg you can complain to CSSF customer complaints (out-of-court resolution). Details of what each one handles are on this page.
Other providers in Luxembourg
These contacts were read on BIL’s own website on 3 October 2026. If a number has changed, use the one in the official app and tell us. Ministry of Cyber Affairs is not BIL and cannot recover money. All Luxembourg providers are in Bank Fraud Help: Luxembourg.