Backflip Studios Inc.

Complaint: ***
I am rejecting this response because: The $in refunds was not sufficientI had issues weeks before the Crystal update as I stated in several emails and correspondence to Backflip, ***, and with a group of over other playersThe issues started long before the $I was refunded (they owe me over $400), that paid I in good faith that Backflip would do the right thing and fix the gameWhen Backflip kept brushing me off and was unwilling to listen and became rude, I realized I was never going to be able to utilize the money I had paid for months, to continue the gameIT IS NOT PLAYABLE THE WAY IT ISI cannot further myself in the game unless I absolutely Pay to play nowThat is advertising and Backflip has done nothing to fix the situationI have disabilities, they know I can't get an attorney and for them to treat me with such disrespect and twist my words....I know I won't see the money they perpetrated from me nor an apology for thier continued Rudeness And complete lack of ethics. All one must do to see that I am not the only person with issues is to go to the chat,forums, *** pages, game review on *** *** and app store, ect ectShame on Backflip, you are bulliesThis was supposed ro be a game that made people happy, now it's a cash cow and you could care less about the very people who pay to put food on your tablesI'm done being treated like an atm and a foolMy money could have been better spent on face painter in a park to light up children's faces instead of building tears in my grandsons eyesSHAME ON YOU BACKFLIP, you have lost your way
Sincerely,
*** ***

*** reached out to our support team expressing dissatisfaction with her purchase of Premium Crystals in Transformers: Earth Wars as she was receiving some duplicate characters with the purchased itemsIt was explained to her that the drop rates for characters are random, with some rare bots being
more difficult to obtain than othersGetting duplicate characters is a possibility, especially as she already has many of the characters in the game, but these duplicates can be converted into other in-game currencies and still provide value to the playerWith this understanding, *** continued to purchase Premium Crystals and was still unsatisfied with the characters she receivedWhen she expressed her concerns to our team again, she was given the option of a full refund of all money spent, or a one-time courtesy credit of Premium CrystalsShe opted for the free crystals in lieu of the refundI’ve attached a screenshot of the options we presented her, as well as her responsePlease let us know if you require any additional information. *** ***Backflip Studios Customer Support

Complaint: ***
I am rejecting this response because: the results were the samecrystals of the exact same bot (brawl) in a row with other duplicates.
I've rolled dice times and never once rolled of the same #s in a row I understand duplicates are a part of the game but how can you explain of the same dupes in a row?
Sincerely,
*** ***

[redacted] initially contacted us on March 19th, 2017 and requested a refund for some unauthorized purchases made by her son. Generally we are unable to offer refunds for items that are received and not defective, but we will typically offer a one-time courtesy refund in the event of an unauthorized...

purchase. As all billing is processed by the [redacted] store and not Backflip Studios, we need the order numbers for any unauthorized purchases in order to locate them in [redacted]'s system. We asked [redacted] to provide the [redacted] order numbers on multiple occasions, but never received the receipts or order numbers. As we didn't receive a response to our last request on March 29th, the support ticket was automatically closed by the ticketing system after 7 days. [redacted] contacted us again on June 15th and this time provided copies of her receipts when asked. On June 16th we processed a full refund for all unauthorized purchases and marked the ticket as solved. We have attached screenshots of both support tickets which document our conversations with [redacted]. Please let us know if you have any further questions or require any additional information.

In an update released in June, we fixed a bug that allowed extras of some items to be placed in the Storage Tower. This caused the extra items to become "stuck" in storage and required that an engineer manually remove them. When this fix was released, any extra items that would put the player over...

the new limits were removed automatically, and the player was reimbursed the full purchase price of those items. This allowed the player to repurchase those items once they made enough space in their park. I don't see that [redacted] has emailed our [redacted] team, but if she would like to contact us at [redacted]@backflipstudios.com we would be happy to look into her issues and provide a courtesy credit.

Complaint: [redacted]
I am rejecting this response because: I disagree with this response and would still like to keep the action against this company. There are many users complaining about the ripoffs including myself, that are occurring with this company. I see that they are stating they will not refund anyone after they are constantly purchasing virtually nothing and getting exact copies of something they already have but this company should give a refund or tell users the percentage of receiving these “bots”. If the percentage is 1% and 99% of your money is going into their pockets, we should be aware of this. I would like a refund or a posting placed within the game letting users know that the odds of them getting something they are paying for is virtually impossible.
Sincerely,
[redacted]

Complaint: [redacted] I am rejecting this response because: Their response is very accurate and I do not disagree about their claims but the part they are not looking at, and only briefly mentioned in their response is the 72 hour period after the in-game notification.  The events occurred as...

follows:1. They processed the batch of refunds2. They notify me in September (I believe it was either the 29th or 30th) that due to the fact that I didn't have any crystals, they are removing the last 30 results of crystal pulls, and not the results of what I got from the 30 refunded crystals.  That isn't right but fine, if they had no record, then fine, that is fair and accurate considering if a player got a refund on bad pulls and no refund on good pulls that just promotes player fraud.3.  The bots were not removed at that time but due to the game play is time expiring event driven, I have to continue to play to stay competitive.  4. On Oct 1st, I pull a [redacted] 4* duplicate, which means if the original 4[redacted] was removed, he would have been a new 4[redacted] to replace the original that they notified me was to be taken but had not yet been taken.  That is splitting hairs but because it was a first and only refund they could replace the leveled [redacted] back to level 1 worst case, or best case not take it because of its extreme rarity and that it was earned in a must play event and not something that is eligible to be purchased.   I then earn enough 4* shard to get a 4[redacted] which took many weeks, if not months to save up for.  5.  After spending all my resources on the [redacted] and [redacted], to level them up and make them valuable, they then take those bots as the most current bots pulled, even though they notified me that it was the 30 crystal results prior.I do not disagree with the extremes of their refund policy, as fraud is very costly, but they can't just take any 30 random results from whenever they choose.  At the point that they notified me that the last 30 crystals, they had documented what they were.  There is no ethical manner in which they notify me, wait many days until I have something of value, and then jump in and take them a month later.  Not only is it ethically wrong, but it must be illegal.  The discrepancy in their ToS, is what was the 30 results to be taken, before or after the notification.  I believe, as I don't have the exact time stamp of the notification sent, that it is intended to be the 30 results prior to notification on the 29th or 30th, not some before and some after just because they didn't get around to revoking them for a month.  I don't know again if it was exactly a month, but I know with absolute certainty that I pulled the [redacted] intentionally after the notification because the only result of value that I got was the 3[redacted] and they never even took him. If they want to be unethical, but abide by their ToS, they give me only the [redacted] back because it was pulled after the notification, unless they can prove the original timestamp to be after which I know is impossible.If they want to be stubborn but just barely fair, they give me back the leveled 4[redacted] and 4[redacted] at a level 1 ability 1.If they want to be nice, because all efforts have been made to prove that this was not intentional fraud but a misunderstanding of how they explained their system, then they give me both leveled bots back, or advance them to where the next closest awarded bot time is, since I couldn’t play them while contesting this.I really don’t understand the fight?  You notified me that the results were being taken back, then the [redacted] was pulled.  That part is 100% accurate and you have not disagreed with me or proven otherwise, but you still fight me like you can take whatever you want, whenever you want regardless. Through a whole lot of sorting I could figure out when the bots were taken exactly, but I use the term a month later, because it just took me 1 full month to take a 4* bot from level 1 to level 40, and when the [redacted] and [redacted] did finally get taken from me, both bots were in the high level 30s.  That falls way outside the 72 hours you state that you may take to remove the bots as well!    Sincerely, [redacted]

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{text-decoration: underline} [redacted] contacted us on September 17th stating she was becoming dissatisfied with our game [redacted]. Her feedback was sent along to the game’s Director and Producer, and she was provided a courtesy credit of 3,000 Crystal Shards (an in-game currency that facilitates acquiring rare dragons).   [redacted] sent another message on September 20th and was still unhappy with the compensation and the game itself. It seemed she was mostly frustrated with the most recent update to the game, so we agreed to issue a full refund of all purchases made since that update was released. This refund totalled $99.97.   All game progress made using purchased items is still available to [redacted], and has not been affected by new features added to the game. Purchased items that are received in-game and utilized during the course of gameplay are non-refundable as described in section 4.1 of our Terms of Service linked below:  
[redacted]   As such, we are unable to offer additional refunds beyond the courtesy refund we provided previously. Please let us know if you have any further questions or concerns.

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{text-decoration: underline} span.s2 {text-decoration: underline ; color: #e4af0a} The bots received from character bundles in [redacted] are randomized, with some rare bots being much harder to acquire than others. Being random, it is possible for the player to receive characters they already own, but these duplicates can be converted into other in-game resources which can be used to enhance gameplay and increase the rate of progression.   Purchased items that are received in-game and utilized during the course of gameplay are non-refundable as described in section 4.1 of our Terms of Service linked below:   [redacted]   If there are any further questions or concerns regarding character bundles we would encourage Arthur to follow up with our partners at Space Ape Games by sending an email to [redacted]

The characters received from Crystals are randomized, with some rare bots being much harder to obtain than others. Being random, it is also possible for the player to receive some characters they already own, but these duplicates can be converted into other in-game resources which can be used to...

enhance gameplay and increase the rate of progression. Generally we are unable to offer refunds for items that have been received and utilized in the course of gameplay. Our partners at [redacted], who handle all support requests for [redacted], were unable to locate a support ticket under the provided name or email address, but if [redacted] has further questions or concerns we would encourage him to follow up by sending an email to [redacted] . p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} span.s1 {text-decoration: underline ; color: #e4af0a}