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Title:
Roblox Ignores Victims of Account Hacking and Refuses to Restore Accounts Despite Full Proof of Ownership
Complaint Text:
My name is Sasha Liak, and my Roblox account (username: Sasha_Liak1) was hacked in 2025. Although I still have full access to the email linked to the account and the original password, the hacker enabled unauthorized two-factor authentication (2FA) via an authenticator app, which completely locked me out of my account.
I have provided Roblox with all necessary and very detailed proof of my ownership of the account, including:
login history with IP addresses,
confirmation of access to the linked email,
date of birth,
location,
purchase history, friends list, and in-game activity,
video evidence of my gameplay before the hack.
I also offered to provide scans of my passport or ID, but Roblox Support responded that this was not required.
Despite all this, Roblox Support consistently ignores or rejects my requests, stating "insufficient information" without specifying what exactly is missing to recover my account.
I have contacted Roblox Support four times already, and each time I receive only copy-paste, generic responses with no real assistance. This behavior is blatant negligence, lack of responsibility, and inability to protect users, especially minors like myself.
Roblox’s refusal to help restore hacked accounts undermines user trust and poses a real security risk to the community.
I strongly demand immediate intervention and resolution of my case. If the issue is not resolved, I will be forced to escalate it to regulatory authorities, consumer protection agencies, and public organizations, as well as inform the wider audience about Roblox’s negligence.
Country of complaint: Ukraine
Claimed loss: I suffered emotional distress from my hacked Roblox account. Despite full proof, support ignored me. I lost progress, items, currency, and friends. At 16, I felt abandoned and lost trust in Roblox.
Desired outcome: I demand full restoration of my Roblox account with all data, plus an investigation into support negligence. I expect an apology and security improvements. If ignored, I will pursue legal action to protect my rights.
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