Nexon has agreed to a consumer compensation plan worth an estimated 21.9 billion won (approximately $16.5 million) following the largest collective dispute mediation in South Korea’s gaming history. The Korea Consumer Agency (KCA) and the Fair Trade Commission (FTC) announced on the 22nd that Nexon had accepted the recommendation of the Consumer Dispute Mediation Committee to compensate all MapleStory players affected by certain in-game purchases between 2019 and 2021.
The dispute arose from complaints about the purchase of in-game items, specifically Red Cubes and Black Cubes, which were central to the controversy over changing odds in loot boxes without adequately informing players. The committee decided that Nexon should compensate players for 3.1% of their Red Cube purchases and 6.6% of their Black Cube purchases. Nexon accepted this recommendation on September 9.
From September 23 through the end of the year, eligible players who used Red or Black Cubes between March 1, 2019, and March 5, 2021, will be able to claim their compensation via Nexon’s official website.
This case marks a significant milestone as it is the first collective mediation where all affected consumers, not just the claimants, will receive compensation. With over 80,000 users affected, the scale of the compensation is the largest in the history of the KCA's dispute resolution process, demonstrating the effectiveness of collective mediation in swiftly addressing widespread consumer grievances.
This dispute also highlights the broader issue of transparency in the gaming industry, particularly regarding loot box mechanics. The FTC penalized Nexon for changing the probability rates of in-game items to the detriment of consumers without adequate disclosure. This prompted the KCA to take the unprecedented step of actively recruiting affected players and initiating collective dispute mediation on their behalf.
Collective dispute mediation offers a faster and more efficient alternative to civil litigation, as it provides a legally binding resolution similar to a court verdict. Despite the involvement of nearly 5,800 claimants, the process was completed in approximately five months, with Nexon agreeing to compensate both participants and non-participants alike.
The FTC is now working to revise the law to enhance consumer protections in the gaming industry. These changes will require both domestic and international gaming companies to maintain transparency around loot box probabilities and to provide refund mechanisms if services are discontinued. Additionally, amendments to the e-commerce law are being proposed to ensure that overseas game developers adhere to the same consumer protection standards as domestic firms.
Should the revised e-commerce bill pass the National Assembly, gaming companies will be required to propose corrective measures, including financial compensation, in the event of consumer harm. This would allow for quicker resolutions without the need for individual lawsuits or further dispute mediation.
A representative from the FTC emphasized the importance of protecting consumers in the gaming industry, echoing comments made by President Yoon Suk-yeol during a policy forum earlier this year, in which he stressed that consumer trust is fundamental to the growth of the gaming sector.
Sayart / Kang In sig, insig6622@naver.com
