NEWS

 

 

 

 

 

 

 

 

Hello, This is Dragon Nest Service Team.

 

 

 

 

We apologize for causing concern to Adventurers who cherish, love, and support Dragon Nest due to the recent controversy regarding the Customer Center in various SEA communities.
In order to inform only the coherent and obvious facts with this notice, time inevitably was required to compile along with internal process result. We ask for your understanding of this unavoidable delay.
We have confirmed all the areas of doubts and concerns you may have, and we would like to inform you within the scope that can be disclosed in full as follows.

 

 

 

 

First, we have never applied permanent service sanctions based on the only history of randomly purchasing items from the Trading House.
In the process of investigation, we have confirmed that there was a significant amount of Gold movement and usage logs in the player's account, and relevant disposition was applied according to a causal relationship.
If necessary, we are also investigating other histories, including the history of the exchange, but in the case of controversy, we have confirmed that permanent sanctions are not applied only to the history of using the Trading House.

 

 

 

 

Second, the investigation process keeps getting disrupted because the players who filed the request for re-investigation have not provided clear evidence of the matter.

In order for us to conduct a close investigation once again, on May 3rd, we have requested again the materials to prove the innocence of the player concerned and attached them to their inquiry ticket.
However, after checking their submissions, we have confirmed the contents that the players shared once again were not related to the suspension of the use of the Dragon Nest service.

 

 

 

 

As a result, we hoped to conduct a re-investigation, but the review is no longer possible because the player's cooperation is not in sync.
In addition, other Adventurers who are close to the player continue to submit re-investigation requests to the Customer Center, causing delays in handling inquiries and supporting the service operation of others.
In principle, we would like to inform you that all inquiries received at the Customer Center are only notified of the results of the processing to the account owner or case party, and we ask for your cooperation so that our team can provide favoring game service to other players.

 

 

 

Third, we have confirmed that most of the materials submitted in the above process include the fact that account sharing is not allowed by the current Operational Policy.
In the event of damage related to account sharing, the Operational Policy agreed upon at the start of the game states as follows.

 

 

 

'Should players' accounts be damaged due to sharing or loan of accounts, Customer Support may be unable to assist with account recovery, and the account user shall be wholly liable for damages sustained.'
'In the event of account damage due to hacking due to account loaning or sharing, Customer Support will be unable to help with the recovery process, and such accounts may be sanctioned according to policies regardless of their actual user.'

 

 

 

In other words, when considering the case along with the submitted evidence, it was confirmed that there was an account rental and sharing, which we found to be a case that was not eligible to receive damage relief in accordance with the mutually agreed policy.

As of now, there is no element to help the player in relieving damage, but if it is confirmed through mutual cooperation and confirmed evidence in the future, we are willing to afford a certainly reasonable compensation.

 

 

 

 

Lastly, the rumor that in the case of SEA server, hacking recovery is not supported, only NA server supports hacking recovery is spreading, so we would like to overturn this as well.

If the admins and [GM]s determine that hacking recovery support is necessary to the extent that cannot be attributed to the service users (e.g., account sharing, etc.), support is rightfully provided, and the same applies to SEA.
We stress that the rumors that recovery support is only being applied to certain servers are not true.

 

 

 

 

The source of all communication is reliability.
We are based on quantified data such as game logs so that cases, where dispositions are misapplied due to differences in facts even among team members in charge of support work, do not occur as much as possible.
In addition, we always do our best to review the materials you submit, so we hope that Adventurers who need help will visit the Customer Center with confidence at any time.

We, Dragon Nest Service Team, will continue to work hard to provide better service to all of you.

 

 

 

 

 

Best regards,

Dragon Nest Service Team