MU Online Official

Global MU Online Operational Policy

1. Definition of Operational Policy

2. Roles and Responsibilities of the GM

3. User Obligations

4. Policy on Misconduct and Abusive Behavior

5. Restoration Policy

6. Account Restriction Policy

7. Operational Policy for the Protection of GM Human Rights

8. Special Provisions Regarding Sever Mergers

1. Definition of Operational Policy

1-1.  The Operational Policy is established based on the Terms of Service to ensure the smooth operation of MU Online Global during its official service period.

1-2.  The purpose of this policy is to maintain a minimum level of order in the game environment—where many users interact in a shared MMORPG space—and to foster an enjoyable and healthy gaming culture.

1-3.  Based on this policy, issues that arise within the game will be handled in a consistent and fair manner.

1-4.   This Operation Policy serves as a supplement to the provisions set forth in the Terms of Service. Any matters not specified herein shall be governed by the Terms of Service and generally accepted social norms. In the event of any conflict between this Operation Policy and the Terms of Service, the Terms of Service shall prevail to the extent that it does not violate applicable laws. In the event of any conflict between this Operation Policy and the Terms of Service, the Terms of Service shall prevail to the extent that it does not violate applicable laws.

1-5.  The Operation Policy is subject to change to ensure more efficient game operations. In the event of any changes, a notice will be posted on the official MU Online Global website (https://muonline.webzen.com) at least 7 days prior to the effective date.

 2. Roles and Responsibilities of the GM

2-1.  GM (Game Master or Game Manager) is an individual responsible for the management and operation of the game.

2-2.  GMs make every effort to respond to and process user reports and inquiries as quickly as possible.

2-3.  GMs perform their duties fairly, without bias, regardless of personal relationships, emotions, or the status of the individual involved.

2-4.  When carrying out their responsibilities, GMs observe situations objectively and make decisions based on rational and transparent judgment.

2-5.  As the GM’s role is primarily to provide service to users, all duties are performed with a mindset of empathy, always considering the user's perspective and approaching interactions with respect and professionalism.

2-6.  GMs will never ask for a user’s account name, password, security questions/answers, or any other personal account information via in-game systems such as whisper, mail, or chat.

2-7.  GMs may enforce the provisions outlined in the Operational Policy against individuals or groups of users who violate it.

2-8.  GMs do not provide any form of preferential treatment or special benefits to specific users, except in cases of official events or promotions.

3. User Obligations

3-1.  Users must not use the Global MU Online game service (hereinafter referred to as “Service”) for any purposes other than its intended use—such as gaming or entertainment—or engage in any activities that violate the Terms of Service or this Operation Policy.

3-2.  Users are responsible for regularly checking the official Global MU Online website for announcements and updates.

3-3.  Users are solely responsible for managing their own account and password.

3-4.   If a user discovers a bug or error in the game, they must promptly report it to the company through the official Global MU Online website and cooperate in correcting it.

3-5.  Please note that the company cannot provide assistance for any issues or damage resulting from a failure to understand or comply with this Operational Policy. Therefore, all users are strongly advised to read and understand the policy thoroughly.

4. Policy on Misconduct and Abusive Behavior

How to Report: Global MU Online website → Support → Submit a Ticket → Player Misconduct

▶ Report Guidelines

1) Evidence related to misconduct is only accepted if collected directly by GMs through in-game monitoring or if submitted via player reports containing valid supporting materials (e.g., screenshots, video links).

2) Reports must include attached evidence files, along with clear details of the incident and the date on which the misconduct occurred. Reports will be reviewed and processed in accordance with this Operational Policy.

3) Reports with unclear chat content or edited materials will not be accepted as valid evidence.

4) Only reports submitted within 3 days of the incident will be considered valid.

5) Please be aware that submitting false reports may result in sanctions imposed on the reporting account.

6) The status of your report can be checked at Website→ My Tickets after submission.

To ensure smooth gameplay and maintain a healthy gaming environment for all Global MU Online users, any actions found to be in violation of our Terms of Service or this Operational Policy—according to the following criteria—may result in usage restrictions.

※ If a user engages in behavior corresponding to any of the categories listed, restrictions may be applied. In cases not explicitly stated in this policy, disciplinary measures may still be taken at the discretion of the GM if such actions are deemed harmful to gameplay or the overall game environment.

4-1. Use of Profanity and Defamation

Users may be subject to disciplinary action for using language that disrupts public order or offends public morals. The following types of expressions are strictly prohibited:

1) Content that damages the reputation of others or infringes upon their rights

2) Language that includes profanity or explicit sexual descriptions

3) Statements that slander, harass, or violate the human rights of other users

4) Insults or defamatory language directed at another user's parents or family members

5) Words or expressions symbolizing indirect hatred toward a user's parents or family

6) Content intended to promote or encourage criminal activity

7) Content aimed at promoting anti-national behavior or defiance of national order

8) Discriminatory or defamatory content targeting specific races, nationalities, groups, ethnicities, regions, religions, genders, individuals, or disabilities

9) Content that contradicts good morals, public decency, or generally accepted standards of social order

10) Repeated use of the same or similar offensive words, phrases, or expressions

4-2. Naming Policy

Users may be subject to sanctions if they use inappropriate names or images for character names, guild names, or guild emblems, including but not limited to the following:

1) Names, titles, or images that contain profanity, vulgar language, or defamatory content

2) Names, titles, or images that impersonate official service personnel recognized by the company, such as Game Masters (GMs), company employees, or affiliates

3) Names, titles, or images that contain profanity, vulgar language, or defamatory content

4) Names, titles, or images that suggest or imply the intent to engage in real-money or real-world transactions involving items, accounts, characters, game currency, or Wcoin

5) Names, titles, or images that are antisocial or violate applicable laws and regulations

6) Names, titles, or images that include excessive or distorted use of special characters or intentionally altered spellings

7) Names, titles, or images that include discriminatory or derogatory content targeting specific races, nationalities, organizations, ethnicities, regions, religions, genders, individuals, or disabilities

8) Names, titles, or images that circumvent the above rules by modifying spellings or combining characters to resemble restricted content

4-3. Attempts at Real Money or Real-World Transactions

Users may be subject to sanctions if they engage in, or attempt to engage in, real money or real-world transactions involving game items, cash items, characters, in-game currency, or accounts. This includes, but is not limited to, the following actions:

1) Exchanging or sharing personal information for the purpose of real money or real-world transactions

2) Creating a character name that implies the intent to engage in such transactions

3) Any in-game records or logs indicating involvement in real money or real-world transactions

4-4. Promotion of Real Money Trading Sties, Illegal Servers, and Commercial Advertising

Engaging in promotional or advertising activities for third-party products or services within the game is strictly prohibited. This includes the promotion of real money trading websites, illegal private servers, or any form of commercial advertising, and may result in disciplinary action. Examples include, but are not limited to:

1) Advertising websites related to real money trading, illegal private servers, or other sites that may negatively impact the game environment

2) Engaging in commercial promotion or advertising (including offers involving unreasonable compensation, in-game items, or physical goods)

4-5. Use and Distribution of Unofficial (Illegal) Programs

▶ The use or distribution of any programs other than the official client provided by Global MU Online—including server hacking tools, illegal software (“hacks”), or any unauthorized modification of client files—may result in severe penalties. Examples of prohibited use and distribution of unofficial (illegal) programs include, but are not limited to:

1) Modifying the Global MU Online client program, hacking the MU BLUE server, or arbitrarily altering any part of the website

2) Using the service or website for illegal purposes such as trafficking in pirated software or other unlawful activities.

3) Using or distributing any software—developed by yourself or a third party—that interferes with, modifies, or relates to the service or manipulates the in-game content

4) Using or distributing software that infringes upon the intellectual property rights of others or the company

5) Gaining benefits related to in-game assets or items by using unofficial (illegal) programs

6) Discovery of game log records that cannot be reproduced by normal system operations

7) Continuous detection of game data exhibiting fixed and repetitive patterns that cannot reasonably be attributed to manual player activity

※ If you are caught using unofficial (illegal) programs, all accounts involved—including those registered under the same name or considered related—may be subject to sanctions.

4-6. Exploitation of Bugs and System Abuse (Abusing)

▶ This refers to the intentional exploitation of bugs or system vulnerabilities to gain unfair advantages in the game. If a player discovers a bug or other issue, they must promptly report it through the integrated bug report page. Players must not exploit or share such information with other users. Failure to report a known bug and instead abusing it for personal gain may lead to disciplinary actions against the account involved, in accordance with this Operational Policy.

※ Please note that if the abuse is deemed to be of a serious nature, a permanent ban may be imposed even on the first violation.

※ Any items or in-game currency obtained through the exploitation of bugs or system abuse (abusing) may be retrieved or removed.

In cases where the exploited items or currency are no longer present in the account of the abuser or accomplices, the company may seek monetary compensation equivalent to the market value of the unlawfully obtained assets. If the abuser or their accomplices opt to return other items or assets of equivalent value (not obtained through the abusive act) in lieu of monetary compensation—regardless of item type or category—the company may recover such assets as a substitute for damages.

4-7. Impersonation of GMs

Users may be subject to disciplinary action for impersonating a GM or company staff within the game, especially when spreading false information or attempting to gain unfair advantages from other players. Prohibited behaviors include, but are not limited to, the following:

1) Impersonating a GM to solicit another user’s personal information (e.g., account ID, password, security question/answer, etc.)

2) Impersonating a GM to deliver or spread false information to other users

3) Using character names that impersonate or appear to impersonate a GM, company staff, or the company itself

Global MU Online GMs will never ask for your personal information (such as your account ID, password, or security question/answer) in the game. Your personal information should be known only to you, and you must take extra care not to disclose it to others.

4-8. Disclosure of Another Person’s Personal Information

Disclosing another person’s personal information—such as phone number, location, mobile number, or address—within the game may result in disciplinary action.

4-9. Abuse of Purchase Cancellation

Exploiting the payment process to obtain unfair advantages may result in penalties in accordance with the sanction provisions outlined in Operation Policy Section 6-2.

5. Restoration Policy

5-1. Definition of Terms

2) ‘Account Theft’ or ‘Account Theft Incident’ refers to a situation in which a user’s account ID and/or password has been leaked to a third party other than the account owner, resulting in damage, despite no fault or breach of the Company’s or the user’s security systems.

3) ‘Fraud’ refers to the act of intentionally deceiving another user to obtain unfair or unjust benefits.

4) ‘Data Loss refers to the loss of a user's character or related in-game data due to reasons other than hacking or account theft (including but not limited to power outages, fires, or technical failures on the part of the company or third parties). This includes both the complete disappearance of such data and instances where it has been transferred to others.

5) ‘Character, etc.’ collectively refers to game characters, cash items, in-game currency, virtual items, experience points, or any other assets or records of economic value that a user has lost as a result of hacking, account theft, fraud, or data loss.

6) ‘Restoration’ refers to the act of the company restoring a user’s lost ‘character, etc.’ when the requirements set out in the Terms of Service or this Operational Policy are met.

7) ‘Retrieval’ refers to the act of the company removing or confiscating digital assets or items from a user’s account.

8) ‘Abnormal Transaction’ refers to the exchange of items for no compensation or at an extremely disproportionate value compared to the standard market price.

9) ‘Severe Violation’ refers to acts such as hacking, account theft, operating farming/botting accounts, using macros, or other abusive behaviors aimed at obtaining in-game items or benefits through unfair means. 

5-2. Responsibility of the Company

1) The company is not responsible for any incidents resulting from account theft, or incidents caused by a member’s negligence in managing their account ID, password, etc., or by exchanging their account for real money or goods.

2) In cases of fraud, the company is not liable for damage caused by the user’s own negligence or incidents arising from engaging in real-money transactions.

3) The company is not responsible for any ‘data loss’. However, this shall not apply if the incident was caused primarily by the company’s intentional misconduct or gross negligence.

5-3. Restoration Policy

1) In cases where ‘data loss’ occurs due to the company's intentional misconduct or negligence, restoration is only possible if the incident is reported within 15 days of its occurrence via [Global MU Online website - Support - Submit a Ticket].
 
2) However, restoration will not be provided in the following cases:
 
If ‘data loss’ is reported more than 15 days after its occurrence
- Even in cases of the company’s intent or (gross) negligence, if the primary cause of the hacking, account theft, fraud incident, or data loss is the intentional act or negligence of the customer or a third party
- If, due to the nature of the character, item, or in-game currency, restoration is not possible
- If records from before the incident have been lost, making recovery impossible
- If the reporter is not the account holder
- If the actual user of the account is different from the account holder

6. Account Restriction Policy

6-1. Enforcement of Service Restrictions

▶ To ensure smooth gameplay and maintain a healthy game environment, users who violate the Operational Policy or the Terms of Service may have their access restricted without prior notice.

1) Any changes to this policy will be announced in advance on the official Global MU Online website.

2) Disputes between users in the game should be resolved by mutual agreement between the parties involved; GMs will not intervene or take action in such matters.

3) Users who repeatedly violate the Operational Policy—thereby severely disrupting gameplay or the integrity of the game environment—or who commit serious violations may be subject to escalating sanctions.

4) The type and scope of restrictions may vary depending on the severity of the offense, and, where warranted, all accounts registered under the same personal information may be sanctioned. Furthermore, new registrations for Global MU Online may be restricted for such users.

5) In accordance with Article 15, Paragraph 2 of the Terms of Service, the company may permanently restrict the service of users who have committed a “serious violation” even after a single offense.

   Additionally, any items, assets, currency points, or accounts (collectively referred to as “items, etc.”) acquired, created, or held through a serious violation may be retrieved by the company.

6) Anyone who receives or attempts to receive, contacts, advertises, arranges, or solicits to receive (including for free) ‘items, etc.’ that were formed or acquired through a serious violation—even if only once—may be permanently restricted from using the service.

   It does not matter whether the recipient acquired the “items, etc.” directly from the violator. The following cases apply:

   - Knowingly (or through gross negligence) acquiring “items, etc.” formed or obtained through a violation

   - Trading such “items, etc.” through normal in-game means but at significantly abnormal prices (either far below or above market value)

   - Acquiring such “items, etc.” through out-of-game transactions

   - Acquiring such “items, etc.” for free

7) If you wish to appeal a sanction imposed by the company, you may submit a ticket via the website - Support - Submit a Ticket.

8) Appeals will only be accepted from the account that received the restriction and must be submitted within 7 days of the restriction being imposed.

6-2. Description of Service Restrictions

1) Temporary Suspension for 7 days, 15 days, etc. – The account will be restricted from accessing the game during the specified period.

2) Permanent Suspension - The account will be permanently banned from accessing the game service.

3) Account Restriction - All games through the WEBZEN portal under the affected account will be restricted.

● Sanction Regulations

6-3. Lifting of Restriction

If your account has been restricted due to a violation of in-game regulations, please submit a ticket through [Global MU Online Website → Support →Submit a Ticket].

6-4 Sanction Aggregation and Others
1) If a user violates multiple provisions of the Terms of Service and the Operational Policy, the company may impose individual sanctions for each applicable violation.
2) The company may reduce or waive sanctions after considering factors such as circumstances of the violation, severity of offense, degree of damage recovery, and clarity of evidence.
3) The company may temporarily suspend a sanction in cases where it is necessary—for example, for recovery of damages, appeal processing, evidence collection, or other justifiable reasons. 
4) Even if a specific violation is not explicitly listed in the penalty table above, the company may impose sanctions (account restriction, termination of service, etc.) if a user is found to have committed an act that violates the Terms of Service, Operational Policy, or applicable laws and regulations. 

7. Operational Policy for the Protection of GM Human Rights

7-1. Acts that infringe on the human rights of customer service workers and obstruct their duties

 
1) A member must not engage in the following acts (collectively referred to as “verbal abuse and related acts against customer service workers”) toward company customer representatives, operational staff, employees, those contracted for customer service, security personnel, or other staff (collectively referred to as “staff, etc.”) via email, phone, face-to-face interactions, or any other means.

① Using abusive language or profanity

② Making statements or writing content of sexually humiliating nature

③ Implying or threatening self-harm or suicide

④ Repeatedly making the same or similar requests

⑥ Repeatedly engaging in actions that cause physical or psychological distress to staff, etc.

⑦ Making insulting comments, writing offensive content, or acting in a manner that demeans staff, etc.

⑧ Asking questions or making inquiries unrelated to the game being used by the member

⑨ Threatening the company or its staff, etc.

⑪ Any other acts that are equivalent to the above

2) If a member has any inquiries regarding game usage, personal information, payments, refunds, or other concerns, they must request support through the official method specified below.
Members must not request support through any other method other than those defined in the Operational Policy.


▶ Submission via Inquiry/Report Page   https://cs.webzen.com/Inquiry/RegistInquiry
 
7-2.  If the rights of customer service workers are violated, the following measures may be taken:

1st violation: Warning and Termination of Support
2nd violation: 3-Day Suspension
3rd violation: 7-Day Suspension

※ If abusive language, sexual harassment, defamation, or threatening expressions continue to be repeated even after the 3rd sanction, a permanent access suspension may be imposed from the 4th violation onward.

8. Special Provisions Regarding Sever Mergers

8-1. For “server-based PC games”, the “company” may proceed with server consolidation depending on concurrent server access conditions. 

11- 2. The game world provided to members through the game service is a virtual world created by the company, and the company holds comprehensive authority over the creation, modification, maintenance, and service of game content, including the consolidation of servers. In the event of a server consolidation, the company will provide prior notice to members through in-game announcements, official website, or other appropriate channels.