We use automatically stored save points to roll compromised Diablo III accounts back to their pre-compromise state. Save points are regularly updated, but they will not be totally current when a compromise occurs. Because of this, progress gained on the account since the save point was made, including all progress (such as items, gold, or newly created heroes) since the potential compromise, will be permanently lost when we roll an account back. We cannot adjust the automatic rollbacks in any way, or restore any progress lost as the result of a rollback.
Each Diablo III account is limited to two rollbacks. We require your approval to use one before we can investigate this issue further. If you would like us to investigate the compromise and roll your account back (if possible), please respond to this ticket and clearly state "please use one of my two rollbacks, if possible". Do not play on the account after approving a rollback. Any progress gained before the account is rolled back will be permanently lost.
If you do not respond, we will not roll your account back.
Note: After we roll an account back, that account's access to the Diablo III Real Money Auction House will be restricted until an authenticator is attached. If the account is compromised a second time, access to the Diablo III Real Money Auction House will be revoked.