How the fund started
This page brings together why the Account Care Fund was set up, where its funding comes from, and the market statement we published earlier, for anyone who wants more background.
Why we set up the fund
For many players an account holds years of memories. We set up the Account Care Fund so that, when an account is stolen, the affected player can get help organising proof of ownership and guidance on the official appeal, and so that people willing to help return an account have a confidential channel for communication and verification.
Where the funding comes from
The company commits 1% of the profit from eligible orders to the Account Care Fund, providing funding for account return coordination, player care and related support.
The fund cannot guarantee that every account will be recovered or assisted, but we will carefully verify every genuine lead.
Market background: the coin reversal incident
The following is quoted from the market statement we published earlier, so you can see what happened.
Read the full statementStatement on Recent Black Card Incidents
Recent market incidents have seen players' coins being reversed, affecting some of our Taobao store customers and merchants. After detailed investigation, we solemnly declare and legally guarantee that these coin reversals were caused by certain competitors' upstream suppliers illegally using fraudulent payment methods.
Incident Explanation
These coin reversals were not caused by recent top-ups, but by top-ups from months or even a year ago. The reason is that black card top-ups mostly involve credit card fraud. After victims discover the fraud and report to their banks, the banks then request chargebacks from the game company. This process involves multiple parties and verification procedures, typically taking months or longer. Due to this long time span, misunderstandings have arisen between innocent merchants and affected consumers.
Our principles
- We do not buy accounts, and we do not pay for stolen, extorted or resold accounts
- We do not promise release from any liability
- Account ownership is always decided by the game's official team; we only help organise materials and guide the appeal
- We will never ask for your account password, verification codes or authentication codes
Need help, or willing to help return an account?
Go back to the Account Care Fund page and choose the contact option that matches your situation.
Go to contact options