news

recently, mr. li, a fuzhou citizen, reported to haidu news that his 11-year-old son used his parent’s mobile phone to visit the game aggregation app “233 paradise” developed by beijing longwei interactive technology co., ltd. (hereinafter referred to as “longwei interactive”). a total of more than 4,800 yuan was recharged in multiple games. he sought a refund from the "longwei interactive" customer service but failed repeatedly. the customer service asked him to provide materials to prove that the money was indeed deposited by the child, but the materials provided by mr. li did not meet the other party's requirements. faced with "difficulty in providing evidence".

parents

"naughty kids" secretly play games

recharge nearly 4,600 yuan a day

mr. li said that his children often secretly use his mobile phone to play games. "sometimes he borrows the mobile phone on the pretext of 'checking information', and even takes the mobile phone away while adults are sleeping." this is not the first time that a child has secretly recharged money. in july this year, the child secretly recharged more than 100 yuan into the game "eggboy party".

mr. li: "because the amount was not large, i did not ask for a refund. i just warned the child."

in early august this year, mr. li, who was supposed to receive his salary, found that there was only 10 yuan left on his salary card. after searching the payment records, he found that his child secretly charged money into the game "ninja must die 3".

mr. li: "the salary was paid on the 1st. i didn't pay attention. the kid recharged all the money into the game on the 4th. the recharge was nearly 4,600 yuan. including the recharge in july, the total was more than 4,800 yuan."

the wechat and alipay bills provided by mr. li show that from july 7 to august 4, 2024, his wechat and alipay accounts paid a total of 4,824.99 yuan to "longwei interactive technology".

the bill provided by mr. li

customer service

materials are required to prove minors’ recharge

mr. li contacted the customer service of "longwei interactive" and hoped for a refund. customer service told mr. li that for a refund, he needed to provide game character information, id card, household register, transaction information and other materials. mr. li submitted these materials under the guidance of customer service. however, the refund application failed. the reason was that the materials provided by mr. li could not prove the recharge behavior of minors, and relevant materials needed to be supplemented to prove the recharge behavior of minors during the recharge period.

customer service said that refunds require game character information, id card, household register, transaction information and other materials.

so, what materials can prove that minors are recharging?

the reporter consulted the customer service of "longwei interactive", and the answer given by the other party was: 1. the corresponding surveillance video file during the recharge time (need to be able to see the recording time, minors and mobile phone screen interface); 2. the game has chat records showing voice and chat time (the time of the conversation must be visible or there are videos or pictures that prove the conversation took place); 3. other behavioral materials that can be used to visually prove that it is a minor's recharge.

however, this put mr. li in a difficult position. “there is no surveillance installed at home, and the children don’t speak much in the game, so these materials cannot be submitted.” in desperation, mr. li could only use the wechat chat records of his children and their friends as materials, hoping to prove that the players are underage. people. he called customer service several times to explain the situation, but the customer service insisted on providing the above materials. mr. li said that the money was indeed recharged by the child, and he hoped that "longwei interactive" could verify it as soon as possible and refund the money.

phenomenon

easy recharge for kids

difficulty in obtaining evidence for parents

in fact, mr. li’s experience is not rare. the reporter searched for "longwei interactive" on the black cat complaint platform and found a total of 3,911 complaints. after a cursory glance, most of the content was about "minors recharge games, the company will not refund", and the recharge amount is small. there are hundreds of yuan, and as many as thousands or even tens of thousands of yuan. in the past 30 days, the number of complaints reached 188, of which only 4 have been completed.

many media have also reported that when parents encounter the problem of "refund for minors", they almost always face "difficulty in providing evidence." different platforms require different supporting materials. in addition to mr. li's case, which requires surveillance video and in-game chat records, some platforms also require parents to provide payment methods, the exact model of the mobile phone that has logged into the account, etc. many parents it is difficult to understand and obtain evidence, and insufficient evidence has become the main reason for online game companies to refuse refunds.

correspondingly, it is too simple for children to recharge. in november 2019, the national press and publication administration issued the "notice on preventing minors from addicting to online games", requiring the implementation of a real-name registration system for online game user accounts. although each gaming platform follows regulations and requires users to fill in their id number and name on the first login interface, and the authentication is successful after verification through the public security interface, it is not known who the real user is.

"children use my id card when registering for games. they are recognized as adults just by entering their id number and can play at will." mr. li told reporters that recharging is equally simple. "no face recognition is required. some don’t even require a payment password. you only need to enter the sms verification code to pay. if the platform controls it strictly, will the situation be different?”

lawyer

you can ask the platform to return the money

guardians also need to fulfill their supervisory responsibilities

can mr. li recover the recharge amount?

in this regard, lawyer shen zhanchang from fujian mintian law firm of fujian lawyers haidu public welfare group stated that article 19 of the civil code stipulates that minors over eight years old are persons with limited capacity for civil conduct and shall be represented by their legal representatives when performing civil legal acts. or with the consent or ratification of his legal representative; however, he may independently carry out civil legal acts purely for profit or civil legal acts commensurate with his age and intelligence. in this incident, mr. li’s 11-year-old child is a person with limited capacity for civil conduct. the recharging behavior is not suitable for his age and intelligence, and it is not an act of purely profit-making. this civil legal act is invalid. guardians can request the platform to return the corresponding amounts, but the guardians of minors are not exempted from their guardianship responsibilities.

lawyers also reminded that as parents, they need to fulfill their supervisory responsibilities to prevent children from using their accounts for irrational consumption.

(source: straits metropolis daily)

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