GamerMarkt Closed My Support Ticket After I Refused to Remove My Complaint

Approximately two weeks ago, I purchased a Valorant account through GamerMarkt. Shortly afterward, the account was reclaimed by its original owner through Riot Games' automated account recovery system, and I have been unable to access it ever since. The seller's username is p** b***, and the listing number is #1116418. In fact, someone attempted to access the account the very next day after my purchase, and I received a Riot Games verification code by email. Despite this clear indication that the account was being recovered, no meaningful action was taken.

As soon as I realized what had happened, I opened a support request through GamerMarkt. I was informed that the evidence needed to be verified through their system, that the seller had to be contacted, and that the investigation would take time. More than two weeks have now passed, yet I continue to receive the same response that the case is "still under investigation." No concrete solution or meaningful update has been provided. Most recently, I received a standard message stating that there is not yet sufficient evidence proving the account was reclaimed, that reaching an agreement with the seller may take time, and that the case could eventually be forwarded to the company's legal department if evidence is established. This explanation is difficult to understand, considering GamerMarkt requires extensive identity verification—including a national ID check, serial number verification, and phone number confirmation—before allowing financial transactions. Given these verification requirements, it should not take weeks simply to contact and verify a seller.

I have been a GamerMarkt member since 2019 and have completed more than 90 account purchases and sales on the platform. Despite my long history as a customer, I received no meaningful protection when purchasing an account from a seller with only a single completed sale. This experience has seriously damaged my trust in the platform.

I request either a full refund of the amount I paid or an equivalent Valorant account that is fully secure, functional, and cannot be reclaimed by the original owner. I also expect a clear explanation of my case and a prompt resolution without any further unnecessary delays.

After GamerMarkt noticed that I had posted a public complaint about this issue, its representatives contacted me and stated that my case would not move forward unless I removed my complaint. When I explained that I would not remove it, my support ticket on GamerMarkt was closed, and I was prevented from creating any new support requests. I believe closing my support access because I chose to exercise my right to file a complaint is unacceptable and has further worsened the harm I have suffered.