Kakao Games bows to the "Matcha Protest"... CEO Jogyehyun vows "to give my all"

[Image source=Yonhap News]

[Asia Economy Reporter Seungjin Lee] Jo Gye-hyun, CEO of Kakao Games, directly apologized regarding criticisms of the inadequate management of the mobile game "Uma Musume: Pretty Derby." This came in response to the growing backlash from Uma Musume users, who have staged carriage and truck protests and demanded refunds.

According to Kakao Games on the 4th, CEO Jo posted an apology on the official Uma Musume cafe the day before, stating, "We caused great inconvenience and deep disappointment to our customers due to inadequate management of the domestic service," and "We deeply reflect on this and sincerely apologize."

CEO Jo said, "I am well aware that a simple apology notice is insufficient to restore the lost trust and deepened disappointment," and added, "I would like to offer my apologies and promise our future plans, albeit insufficiently, to our customers."

Previously, domestic Uma Musume users raised their voices by protesting with carriage and truck demonstrations and considering collective refund lawsuits against Kakao Games' inadequate game management. As of 11 a.m. on the same day, the cumulative refund requests approached 8.5 billion KRW.

Along with the apology, plans for future management measures were also announced. The improvement plans revealed include strengthening communication with users, resolving issues related to in-game currency distribution, addressing delays in update notices, localization, and alarm functions. First, to enhance communication with users, the ‘Suggestions & Error Board’ will be reinforced. Measures will be taken to respond quickly to users’ suggestions and questions.

Regarding the in-game currency distribution, which has caused strong user backlash, CEO Jo said, “During the localization process, while accepting the opinions of the developer Cygames, the schedule for currency distribution was partially adjusted,” and added, “I believe this was an immature decision made under the assumption that the total amount of currency distributed remained the same, and I reflect on this.” He continued, “Going forward, we will review the timing of all currency distributions to ensure they are given at the moments users feel are most necessary.”

CEO Jo stated, "Despite all these promises and commitments, I deeply realize that the already lost trust will be difficult to recover easily," and added, "We will reexamine all currently serviced and upcoming content from the customers’ perspective and reorganize the company’s work methods."

This content was produced with the assistance of AI translation services.