Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been banned from the game for something I didn't even do for 5 years now. The GMs won't even give a second of their time for appeal as they continually ban any email that submits an appeal from appealing. GM ******* is the original perpetrator. Then some guy named GM ***** or *********. Most recently GM Aurta As someone who has played since the start of NA release, and has been subject to the negligence and lunacy of the GMs. As well as having a vast many friends also subject to their idiocy. I can confidently say they need to scrap their customer service team entirely and hire even somewhat decent human beings and not just total sociopaths.

  Business Response

  Date: 11/27/2023

  Hello,

  Looking over your account, it appears that the ban was originally placed for malicious account activity. This activity was investigated by several Game Masters, and the request to have the ban removed was denied in each ticket that you submitted.

  Your refusal to accept the consequences of your actions was met with an initial warning that continuing to submit tickets to appeal for your account will be considered abused of our support system. After you disregarded this warning, the next ticket that you submitted to appeal the ban of your account resulted in the removal of access to our support system.

  The ban will not be removed from your account.

• Initial Complaint

  Date:09/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue Regarding Mabinogi its a bit older but i stumbled upon this site by chance and i hope you wont send me away I tried to login to game and got prompt that my account was banned. When I opened ticket to support I got shutdown with canned response. Tried again got response that I was caught cheating and closed. Tried to inquire about details as I never cheated, mod game or anything that could be considered as actions against ToS as far as I know and I wasn't logining in for quite some time due to life. Got response that GM supposedly seen me cheating and if I won't stop pursuing issue I'll get ban on support as well.Could you please help me somehow? I love **** and I'm long time player so it's breaking my heart not being able to play on my account. I know I can create new one or something but it won't replace memories I created with this account and character, I don't care if retrieval would mean loosing all items, cash etc (except music scores those are signs of many memories created doing concerts in Dunbarton) I just want to go back to game and create more beautiful moments especially now when my life is flaming shitshow I simply don't even know timeframe or anything that is related to supposed reason of ban, and to be honest I'm afraid of opening new ticket because of the warning especially I got it after issuing 3 tickets trying to get any info why I got banned because each time I got canned response and closing tickets without giving me any chance of reply. That's why I wrote to you in hopes that even if you cannot help personally due to being in different division or something you could somehow get someone who's won't shut me down instantly on argument because we said so. I really can't even think of situation where I would cheat as I spended most of my time in mabi just doing Jam's in dunby and talking with people cause this aspect of mabi is most important to **** can provide support tickets (screenshots or copypaste) if they would help

  Business Response

  Date: 09/27/2023

  Hello,

  Looking over your tickets that were submitted in January of 2022, you were told that the ban was placed on your account for the use of third-party programs.

  After reviewing the investigation that was conducted by a Game Master, our information does show your account was using third-party programs that were designed to interfere with Mabinogi gameplay.

  Because of this involvement, the account was banned, and this ban will not be removed.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20662180
  
  I am rejecting this response because:
  As stated in tickets regarding this matter I returned to the game after break from it only to be greeted with info about getting ban. How can you be sure infringement was made on my part without even trying to verify if I was actively playing at whatever time ban was placed? I tried to inquire about timeframe but got told basically to F off and accept that you banned me and took my cash because you felt like it (I had VIP active shortly before break and it was still active when I stopped playing). I strongly suspect that someone used my account as I tried to return to Mabi mostly to check if anything is missing as I got security leak alert from one of services I was using hence I was going through changing passwords and checking everything out 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/10/2023

  Hello

  A review of the account access logs does not show any deviations in login history for a period of several months before and around the time the ban was placed.

  Because the activity on the account violated the ********************** Terms of Service, the ban will not be removed.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To summarize, NEXON America was negligent in their inclusion of in-game items during an event in March 2023. In early April 2023, a sister entity announced a game update for their local version of the game which provided this same in-game item (or it's effect) free of charge to all players without the use of a separate item. During the time this announcement was made, their game servers related to this event went offline and proceeded to stay offline for nearly two weeks. The result of these actions resulted in access to these items becoming unavailable at a time when materially significant game data and news was released, devaluing the items received less than two weeks prior at my expense. The changes to the sister game outlined above will now be implemented in the local version of the game, and the item is now obsolete.When notified of this via support ticket in early May 2023, their player support team while responsive, did not elect to engage in any form of resolution and directed me to the game team and online community for player engagement to determine if this affected enough players to warrant some form of compensation. I reached out directly to one of their community managers and did not hear back. I enjoy the game and will continue to play and support the developer. However, these types of business practices are unethical and warrant additional scrutiny as the Company's internal notifications should have indicated these changes would be forthcoming. Evidence of this is their most recent version of the same event, wherein they discontinued inclusion of the item referenced above (i.e. a pendant slot coupon) from the event entirely.My desired settlement and requested exchange of goods is outlined in the attached support tickets.

  Business Response

  Date: 09/18/2023

  Hello,

  The change to the Second Pendant Slot was announced for the Korean MapleStory (KMS) service, but there was no official announcement regarding changes to the Global MapleStory (***) service.

  Until the official announcement for ***, which occurred on August 25, 2023, there was no guarantee that the *** service will follow suit in changes to the Second Pendant Slot. The change to the Second Pendant Slot for the *** service will occur with the v.245 update, which is scheduled for October 4, 2023.

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Nexon America Support Team,I hope this message finds you well. I am writing to appeal a recent ban that was placed on my account due to accusations of Real Money Trading (***). I firmly believe that this accusation is unjust and would like to request a thorough investigation into the matter.My in-game username is *** (Buy+******* as if ***** merge), and I have been an active player of Mabinogi for over 10 years. I have always adhered to the game's terms of service and guidelines, including refraining from any form of ***. It has come as a shock to me that my account was banned on January 21, 2022.I have submitted multiple tickets in attempts to clarify the situation and request a proper investigation, but unfortunately, my appeals seem to have been overlooked or ignored. This lack of response has left me feeling frustrated and concerned about the fairness of the process.I kindly ask for your assistance in reviewing the evidence related to my ban. I am confident that a thorough examination will reveal that I am innocent of the *** accusations. I am more than willing to cooperate fully and provide any necessary information to facilitate this investigation.I understand that the Nexon America team is committed to maintaining a fair and enjoyable gaming environment for all players. I share this commitment and want to continue being a part of this community. It is my sincere hope that, upon careful review, my account can be reinstated and this unfortunate incident can be resolved amicably.I appreciate your attention to this matter and am eagerly awaiting a response. If possible, please provide me with an estimated timeline for the review process and any additional information you may require from my end.Thank you for your time and consideration.Sincerely,Buy of *******

  Business Response

  Date: 08/23/2023

  Hello,

  After reviewing your account, we have found that it has been involved in more than just Real Money Trading, which was the reason originally provided for the ban.

  Upon further investigation, we discovered that your account was found to have used third-party programs created specifically for Mabinogi.

  We apologize for any confusion caused by the initial reason provided for the ban. However, the use of third-party programs is a violation of our policies and therefore, we cannot lift the ban on your account.

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20474080
  
  I am rejecting this response because:

  What third-party programs?
  

  Business Response

  Date: 09/06/2023

  Hello,

  Naming the third-party program in a BBB response will not absolve the account of the program's use that resulted in the ban.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 Nexon Game Cards to make purchases on World of Tanks. World of Tanks is listed as a game that accepts Nexon Game Cards on Nexon's website. However when trying to make a purchase on World of Tanks the Nexon Game Card is not listed as an accepted payment option.

  Business Response

  Date: 08/10/2023

  Hello,

  Wargaming and World of Tanks accepts the Karma Koin card,which has been rebranded as the Nexon Game Card. Karma Koin/Nexon Game card are accepted payment options: ***************************************************************

  For any purchasing issues, please contact their customer support.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been playing Mabinogi since 2008. I've played off and on for 15 years. In December of 2010, I purchased an in-game pet for ****** NX (15 dollars) That pet has since disappeared from my account, which I had no hand in. I contacted Nexon support and they are offering no resolution such as replacing the pet that has disappeared, or offering replacement NX cash for the pet that is gone. This is totally unacceptable as there is proof that I purchased it, and it's literally gone from my account. This is a bug or error on Nexons side that they're unwilling to resolve.

  Business Response

  Date: 08/08/2023

  Hello,
  
  To conduct a thorough review of your account, please create a new ticket through our support center and include "BBB ID: ********" in the subject line.

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been banned from customer support/ the game mabinogi for 1 year now. I was banned from support because I sent too many tickets which I did because I was distraught and was hoping that there was going to be a slimmer of chance i'd be unbanned. I sent too many tickets during the time which lead to the final ticket (finalticket.png) and I was permanently banned from support. My account itself after speaking with GM's was because I had used a program which went against TOS. which is also on me and understand that I shouldn't have done it. I only turned on the program to see what it was about. Around this time there was a wave of bans in aug 2021 and myself being stupid I wondered what this program was and basically curiosity killed the cat. But after a year now and reading TOS/TOU. I would like to think that I have reformed and hope you give me another chance and that you unban me from support/ingame to play ********.

  Business Response

  Date: 08/02/2023

  Hello,

  As you have stated, the account was banned for the use of third-party programs that violated the Nexon Terms of Service. Because of the actions that you performed on the Nexon account, the ban will not be removed.

  Customer Answer

  Date: 08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In august 10, 2021 at 11:00am I got an email saying I got banned for breaking the Terms of use or code of conduct. I went to Nexon customer support asking why was I banned? They had answered saying I had illegal third party programs active and in use at the time access restricted was executed which is not true because I was not even online during the time or was even logged in for a while. I had read the *** at ******************************************************** and the Code of Conduct at **********************************************************************. I have not violated any of the rules and when asked for the reasoning behind the permanent ban I was sent a similar copy and paste ticket back and being told that I would get blocked from sending tickets. While reading the *** and code of conduct I have reason to believe I did not break any of them and this permanent ban should not have been regulated.when i check the website they wrote:"Additionally, we've detected the usage of third-party programs used for illicit or malicious intent, and have banned approximately 107 accounts today. While we cannot disclose the details of the bans directly, we can state that those affected were only those detected for using potential hacking software."nexon states that they banned 107 accounts that day for players who were detected for POTENTIAL hacking software and not even actually confirming if they were hacking. Not only was i permanently banned but i did not receive any prior warnings leading up to this ban. it is unfair as a lot of players who were banned received 14 day to 30 day temp bans for the same accusation when i have not even done anything in it's whole lifetime. source:****************************************************************************

  Business Response

  Date: 08/09/2023

  Hello,

  In your ticket (#*******), you were informed by a Senior Game Master that the account had directly used a third-party program that was designed specifically for Mabinogi. Because your account had actively used this program that violated our Terms of Service, access to your account was permanently restricted.

  The access restriction on your account will not be removed.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20404447
  
  I am rejecting this response because:
  

  Hello Nexon Support,
  I hope this message finds you well. I appreciate your prompt response regarding my account issue (#********. However, I would like to respectfully disagree with the conclusion reached by the Senior Game Master in their assessment of my account activity.

  
  I assure you that I have always been committed to abiding by Nexon's Terms of Service and playing the game, Mabinogi, fairly. I must clarify that I did not directly use any third-party program that is in violation of your Terms of Service. Additionally, I was not even online at the time when the alleged violation took place, which makes the situation all the more confusing for me.

  
  Moreover, I would like to emphasize that this incident is my first offense. As a long-standing player of ********, I have taken pride in my commitment to fair play and respect for the rules. The idea that I would suddenly deviate from this established behavior by using unauthorized programs is both perplexing and contrary to my history as a responsible player.

  
  I understand that account security and fair gameplay are of utmost importance, and I completely support your efforts to ensure a safe and enjoyable environment for all players. However, I believe there might have been a misunderstanding or a mistake in the assessment of my account activity. I kindly request that you review the situation once more, taking into account my assertion, the fact that I was not active on the game during the stated time of the violation, and my clean record as a player.

  
  I am more than willing to cooperate with any investigation or provide any information necessary to clarify this matter. It is my sincere hope that we can find a resolution that clears up any misconceptions and allows me to continue enjoying Mabinogi as a valued player.

  
  Thank you for your time and consideration. I eagerly await your response and hope that we can work together to resolve this matter.

  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/10/2023

  Hello,

  Two separate investigations were already conducted for your account.

  The first investigation was done prior to the ban being placed on your account. This investigation determined that a third-party program was actively affecting Mabinogi gameplay.

  A second investigation was performed after your ticket (#*******) was submitted to our support system. This investigation by a separate Game Master further determined that this program was not only active, but the program itself was specifically designed for Mabinogi.

  The ban on your account will not be removed.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In july 17, 2023 at 10:56pm I got an email saying I got banned for breaking the Terms of use or code of conduct. I went to Nexon customer support asking why was I banned? They had answered saying I was using multiclient which is not true because I was using two computers during the time. I had read the *** at ******************************************************** and the Code of Conduct at **********************************************************************. I have not violated any of the rules and when asked for the reasoning behind the permanent ban I was sent a similar copy and paste ticket back and being told that I would get blocked from sending tickets. While reading the *** and code of conduct I have reason to believe I did not break any of them and this permanent ban should not have been regulated.

  Business Response

  Date: 07/28/2023

  Hello,

  To conduct a thorough review of your account, please create a new ticket through our support center and include "BBB ID: ********" in the subject line.

  Customer Answer

  Date: 08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was blocked by Nexon on my Nexon account. After 4 weeks of trying and getting my tickets block, I finally reached out to an employee to understand what was the ban for. I was banned for the allegation of account sharing and selling of services. Now, I understand that on surface value, it would seem that way. I was saying nonsense such as s> carries in-game. However, in order to resolve this, I invited Nexon to request a bank statement from my bank to verify if I received any payment. Furthermore, I provided clear details of who were my friends that ran with me for weeks, and offered to take a video to prove that we were friends in real life. Nonetheless, this permanent ban was not warranted because there was no proof or evidence at all. Even though the onus should lie on them since they banned me without evidence. I took the step to provide evidence to them, but this was ignored. I am currently seeking a legal advice to hold the GMs that handled my tickets accountable. I believe that the blatant disregard of the evidence that was provided, makes them culpable of negligence.

  Customer Answer

  Date: 04/26/2023

  Hi, 
  
  Full legal name: ***************;
  Billing Address: **********************************************************

  Business Response

  Date: 05/01/2023

  On Aug 24 2022 this account was blocked for 7 days for engaging and promoting in illegal cash activities. On Mar 27 2023, access to this account was permanently restricted after being found to have been participating in account sharing and for engaging and promoting in illegal cash activities which is a direct violation of our Terms of Service (********************************************************). 
  
  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19978768
  
  I am rejecting this response because: 
  
  On Aug 24 2022 this account was blocked for 7 days for engaging and promoting in illegal cash activities. 
  For this matter, I invite Nexon to verify if I did sell in-game names for cash. Nexon is also invited to extract the logs within a 6 months timeframe before vacuum pet is released and there was no IGN changes. 
  
  On Mar 27 2023, access to this account was permanently restricted after being found to have been participating in account sharing and for engaging and promoting in illegal cash activities which is a direct violation of our Terms of Service (********************************************************). 
  I did mention S> carry. I am not denying that. However, I have gave the IGNs of the party members that I ran with. I run with the same 3 people every week, and they are real life friends and also my girlfriend. In addition, I offered a video evidence to Nexon for verification to prove that we are friends in real life, logging on to my 2 desktops which I showed a photo of, but was not answered. 
  
  If the ban reason is that I was engaging in illegal cash activities, I would be willing to provide my bank statements for verification. Alternatively, I asking that for a discovery request by Nexon to verify the same. Otherwise, if there is no verification that I received cash for engaging in illegal cash activities, then I am sincerely appealing for ban removal. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 05/11/2023

  Nexon America will not request any billing records to determine successful transactions.

  Per the Nexon America Code of Conduct: You will not exploit our games or interactive services for any commercial purpose, including selling of accounts, NX or **-game items, the provision of "power leveling" services, etc.

  As such; If you violate the Code of Conduct, action(s) may be taken to address the violation, including but not limited to temporary suspensions, permanent character/game bans, or permanent IP blocks (prohibiting your access to any Nexon game or interactive service).

  The original block on Aug 24 2022 for 7 days was for promoting in illegal cash activities. The subsequent account block on Mar ******* was for account sharing and for the continual promoting of illegal cash activities.

  Adhering to the Nexon Terms of Service; You may not, and may not offer to, purchase, sell, gift, or trade any account. Any such attempt shall be null and void and may result in the termination and forfeiture of the account.

  All internal records and logs of the activity contain proprietary information and will not be provided.