Resolution Conditions:
- Hacking reports submitted more than 7 days after the incident will not be processed.
- The reporting individual must be the account owner.
Procedure:
- Customers can visit SohaGame headquarters in person with a certified copy of their ID card and the original ID card (for verification) registered to the account to file a report.
- Alternatively, they can send a written request with a certified copy of their ID card and account information to SohaGame's headquarters address.
- Customers can also use the email address registered to the account to report the hacking to the game's support mailbox.
Required Information:
- Contact Information (Name – Phone Number)
- Registration Document Number
- Registration Email
- VietID Account
- Character Name
- Class/Profession
- Level
- Server
- Issue Encountered
- Timeframe of the Hack
- Lost Items
Resolution Process:
- The hacking account will be permanently banned.
- Support will be provided on a case-by-case basis. Customer Service will contact the player directly to inform them of the resolution.
- Resolution details will be posted on the game forum.