BGMI - My account got compromised

Complaint Against BGMI/KRAFTON Regarding Recovery of Hacked Account

I am filing this complaint against KRAFTON India regarding my BGMI account, which was taken over by an unauthorized person.

I have contacted customer support multiple times and have consistently received template responses stating that they cannot assist with account recovery. However, what I fail to understand is why a company is unable or unwilling to return an account to its rightful owner when the original owner can provide evidence of ownership.

I have invested approximately ₹*.* lakh into this account through legitimate in-game purchases over the years. This account represents a significant financial investment, years of gameplay, achievements, and personal progress. Despite this substantial investment, I have been left without any meaningful assistance after the account was compromised.

I possess evidence that supports my ownership of the account, including purchase records, account-related information, gameplay history, and previous communications regarding the account. Yet, instead of conducting a proper investigation, KRAFTON has repeatedly sent generic responses stating that they cannot help.

My concern is simple: if a legitimate owner can provide proof of ownership, why is the account not returned to the rightful owner?

If someone steals a car and the police can clearly identify both the vehicle and its rightful owner, the vehicle is returned to its owner. The fact that a theft occurred does not transfer ownership to the thief. Similarly, if an account is compromised, ownership should not automatically belong to the unauthorized person who gained access to it.

The situation becomes even more confusing because account selling and unauthorized transfers are not permitted. If ownership cannot legally be transferred under the company's own rules, then the account should continue to belong to its original owner. In that case, why is the original owner unable to recover it after proving ownership?

This raises a serious concern for all customers. If a genuine owner who has spent around ₹*.* lakh and can provide evidence of ownership still cannot recover their account, what protection exists for customers against account theft? Such a policy creates the impression that once an account is compromised, the original owner has little or no chance of recovering years of investment and progress.

I have suffered financial loss, loss of access to digital property that I invested in, and considerable frustration due to the lack of meaningful support. Instead of receiving assistance, I have repeatedly been provided with automated or repetitive responses.

My complaint is therefore straightforward:

Why can a hacked account remain with an unauthorized person while the original owner, who can provide evidence of ownership and has invested approximately ₹*.* lakh into the account, is unable to get it back?

I request a clear and transparent explanation of this policy and how customers are expected to trust the security of their accounts if rightful owners cannot recover them after a compromise.