Recently, a Reddit post titled “Scammed by Lootbar.gg” has raised concerns within the Genshin Impact community regarding LootBar's platform and the legitimacy of a high-value transaction. As a company that values transparency, security, and customer trust, we are releasing this official statement to clarify the facts surrounding this case.
The Situation
On November 22, 2024, a user registered a new account on LootBar and attempted to purchase 41 units of 6480 Genesis Crystals for Genshin Impact, totaling $3,517.59. Due to the high transaction amount, this triggered our Know Your Customer (KYC) protocol, a standard measure implemented for the safety of both our users and our platform.
Initially, the user failed KYC verification through our automated partner process. They then submitted photos manually to our customer service team and were manually approved, based on the materials they submitted.
Later that day, at 20:35:54 (UTC+8), the top-up was successfully processed through our official partner channel for Genshin Impact and was subsequently confirmed by the miHoYo Payment Center.
However, shortly afterward, the user contacted our customer service and claimed that they did not receive the recharge. We responded promptly, providing the transaction confirmation and coordinating with our official partner channel to further validate the recharge status.
Key Findings
After a thorough investigation involving the miHoYo Payment Center, the following key facts have been confirmed:
- The recharge was successfully delivered to the user’s Genshin Impact account, as confirmed by miHoYo’s backend records.
- The KYC documents submitted by the user were forged. All three required materials—document photos, selfies holding the document, and photos of the document alongside the KYC website—were fabricated using samples of a Hong Kong Permanent Resident Identity Card and were digitally manipulated to meet our manual KYC requirements. The deception succeeded in part because our customer support team operates globally and cannot be fully familiar with all regional document formats and forgery types. Moreover, the user applied digital editing techniques, such as Photoshop, to enhance the realism of the fake images, which misled our staff during the manual verification process.
Note: The user's UID has been partially redacted in this document to protect personal privacy. LootBar treats all users equally when it comes to safeguarding sensitive information. We strictly adhere to industry standards to ensure that personal data is handled with the utmost care and responsibility.
- The user refused to provide additional proof when asked to support their claim.
- The video evidence provided by the user was inconsistent with the real Genshin Impact transaction interfaces and behavior.
Technical Irregularities in the Video
In the user-submitted video intended to demonstrate missing top-ups, only two recharge records are shown:
- Blessing of the Welkin Moon on 2024-09-11 23:37:19
- One other earlier recharge
However, suppose this is the topmost record, since miHoYo's transaction records are implemented through an embedded H5 webpage. In that case, they can be refreshed by pulling down, and normally, you can pull down to a considerable height. Compared with normal user operations, the video only allows pulling down to a very small height.
Similarly, due to the rendering implementation of the web page, the user cannot scroll the topmost record, and the page will automatically revert to its original height. Compared with real user operations, you will find that the top number of the record is always on the same plane, but the height in the video provided by the user is raised by a few pixels. This issue is not easily noticeable by direct visual inspection, but it can be detected by frame-by-frame comparison.
These two pieces of evidence indicate that the top record of the user is not the latest. According to miHoYo's record rules, the latest record is displayed at the top. There must be more records above the user's Blessing of the Welkin Moon record on 2024-09-11 23:37:19, including the 6480 Genesis Crystals record that was attempted to be hidden but has actually been credited.
Final Remarks
LootBar operates with a strong commitment to integrity, transparency, and player security. Our partnerships with official top-up channels, and our adherence to strict KYC protocols, are designed to prevent fraud and protect both customers and game publishers.
We regret that the user chose to publish misleading allegations instead of continuing the dialogue. However, we are committed to presenting the facts and protecting our community from misinformation.
Thank you for your continued trust and support.
— The LootBar Team
