[비즈한국] Amidst peak user distrust following the probability error controversy and unprecedented full-refund crisis in Nexon's game 'MapleStory Grow', the Game Rating and Administration Committee (GRAC) has launched a dedicated organization for handling damages related to probability-based items. The GRAC recently established the 'Probability-based Item Damage Relief Center' and significantly strengthened its post-management functions, aiming to restore the tarnished credibility of the gaming industry through administrative power.
The background to this organizational restructuring lies in the 'MapleStory Grow' probability error incident that recently shook the gaming industry. Nexon's 'MapleStory Grow' faced controversy over probability setting errors in its ability options and 'stealth patches' during its service period. On January 26, it was revealed that in the 'Ability' system, which allows players to reset character stats, the maximum-value options were set to never appear, contrary to what was announced. Due to a coding error where the probability condition was set to 'less than' rather than 'less than or equal to', the probability became 0%.
Even after identifying the error, the management team released a 'stealth patch' to silently fix it on December 2 of last year without notifying users. After users filed collective complaints with agencies like the Fair Trade Commission and the controversy escalated, Nexon decided to refund all payments made from the launch date of November 6 of last year to the notification date of January 28. Industry experts estimate that the cumulative revenue subject to refunds ranges from at least 150 billion won to a maximum of 210 billion won.
Nexon took disciplinary action against those involved, including the removal of Kang Won-ki, the head of the Maple division, from his position on February 2. To restore organizational trust, Nexon Korea co-CEO Kang Dae-hyun will concurrently serve as the head of the Maple division to oversee overall service operations. Nexon announced that it plans to open the refund application page on February 5. This incident sparked a call for a public system to monitor the fairness of probability-based items in games and provide relief for user damages.
Amidst this trend, the GRAC established the 'User Protection Headquarters' on February 1. The User Protection Headquarters provides one-stop support specifically for damages related to probability-based items. The organization consists of a 'Damage Counseling Team' for handling damage reports and inquiries, a 'Damage Investigation Team' for actual investigations and relief support, and a 'Damage Support Team' for legal assistance and institutional research.
Furthermore, the GRAC announced that it will shift toward a system that minimizes rating classification functions and strengthens post-management, through measures such as reinforcing post-management organizations to deal with illegal game private servers and illegal gambling PC cafes, and reorganizing the existing 'Rating Support Headquarters' into a 'Rating Support Center'.
Seo Tae-geon, Chairman of the GRAC, stated, "Through this organizational restructuring, the GRAC will transform into an organization dedicated to 'game user protection' and 'game post-management' in both name and reality," and added, "We will listen to the voices of the field through closer communication so that changes can be felt on the ground."