Bigpoint GmbH

Initial Business Response / [redacted] (1000, 6, 2015/09/28) */ HiThanks for writing inI have taken a look at your account personally and also made sure that a member from the Game Team has done the same Your account was automatically detected for exploiting an Honor Mission bug in the game in order to gain vast amounts of Honor thus providing an unfair advantage over other playersThis carries with it a Permanent Account Ban as determined by the Dark Orbit Game Team and our Terms and Conditions, which all players sign up to when they create an account Although I can see that you are unhappy with the answer given to you by SupportPlease remember that we in Support act as a bridge between the Community and the Game Team; the more serious rules of the game are decided by the Game Team and it is our job to inform the Community and explain why this is the decision I have investigated your claim that Support informed you that you could have your account back within daysWe can see that this message was never actually sent from our System and we believe the file to be corrupted I wish I could do more for you in this case but unfortunately the advice given to Support is very clear Sincerely Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for answering me as support clearly said me they wont answer me anymore in their last message and I dont think how you should treat clients As for account I came in this site so I can get justice for my account and I feel that after that mail you sent to me that I sent you proof for it you keep saying me that it is not in your SystemAs long as me or anyone cannot access in your system you can keep saying that all the time and no one will tell you anything about it cause maybe it was someone that was kind to me that sent that message and you don't accept kindness of people, so I highly doubt this is called justice when there is no proof for me in thatI sent you screenshot proof so I could proof to you that you SENT me that message saying you were going to unban my account after daysI want to ask what proof should I bring in here so you can accept it and I get back my account and keep playing this game As for Terms and Conditions I think that I made sure in Support conversations that they have to say clearly in case of a bug that measures will be taken (in forums or everywhere)As I also said in support message I am old player in this game and I didn't even knew all points of Terms and Conditions cause I think last time I read it might have been some years agoAs far as I remember, I don't know anyone that got banned for exploiting game software bugs and they got a huge profit compared to those that didn't used itSo when no one was banned before and you were NOT saying it was STRICTLY forbidden by T&C, I think we also were dealing here with lack of information to players Also, that was mainly your problem and if players were not going to exploit it in hard way getting billions of honor but just some millions, I think that bug should have been still there letting first guy that discover it to get huge amount of honor without being punishedAs long as I have been a correct players all these years, I don't think permanent ban was perfect solution in this caseFirst of all, if your program bug wont be there, also none of players will have been bannedThat makes you as guilty as players (if not more) if we suspect it was all a bug made from you in order to gain money from playersAnd even it wasn't, I don't think any of those players that spent thousands in this game deserved to get a permanent ban, cause if bug was not going to be there none of them will be banned today, and all of them will be playing game right nowI have to add also that you could have choose other ways to punish those players without permanently ban themSome measures can be month ban and removal of gained honor, month ban and removal of all honor, or just removal of gained honor only without any ban cause it was 100% detected by your system As I said for my main complaint that support didn't helped me after saying that my account will be unbanned, I have to ask from you what and how should I proof that my mail was 100% authentic and wasn't a "corrupted file" like you said, cause I can proof that and you should unban my account as you said to me that you were going to unban my accountThat was reason why I came here and put this complaint so my request cannot be ignored as support did to me and if proof needed I can proof that too As I said I am only looking to get back my account and I am NOT demanding any money or compensation for being unable to play since 13th of September when my account had to be unbanned Thank you for your time and I am looking forward to see what I have to proof to you so I can get back my account Final Business Response / [redacted] (4000, 11, 2015/10/13) */ Hi againSupport have informed you of the decision made on your account by the Game Team and have given you the reasons for this; I can see in no way through your various Tickets that they have told you they will not answer youI believe they have treated you well and I have to dispute your summary of your correspondence with Support when I often read "Thank you and have a lovely day" amongst other pleasantries in your correspondences Our systems keep all correspondences with players, we can not see what is on the screenshot in any of your correspondences regarding this issue in our system, the person writing with you is my Team Lead- she full understands the rules for offences like this and doesn't recall writing this messageBased on the balance of probabilities; I have to conclude that she did not write this message Regarding Terms and Conditions; I can see you have been informed of this already but just to reiterate: As per the Terms and conditions: The use of programming bugs and/or errors to achieve personal gain is strictly prohibitedRecognized bugs should be reported as quickly as possible in the bug forum, by IRC or by e-mail All players must agree to the Terms and Conditions to play the game I can confirm that many players are banned for activity that is contrary to our Terms and Conditions; many of whom for exploiting a bug in the game for their own personal benefitThe punishment for which as decided by the Game Team is a permanent account banThis is the same for all players and we in Support do not have the power to make exceptions in cases like these All games have bugs and that is why most games have rules in place that punish players who deliberately take advantage of a bug or exploit for their own benefit In summary, the decision remains the same and I wish you all the best in the future Final Consumer Response / [redacted] (4200, 13, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent you my mail and there you can see clearly that you sent that so you can just log in my mail and see you sent me answerSo I want it to get unbanned as it was stated in your responseAs for have a lovely day it was irony and sarcasm by saying your account is banned and have a lovely day so I am complaining for that too and you have obligation to unban my account as I didnt sent it by myself but it was sent from your systemSo you should deal with what you said me

Dear User, Unfortunately your transactions were indeed cancelled by our security system, but the items were delivered to your accountError transactions are caused by payment attempts not being authorized, as such subsequent transactions are deemed untrustworthy, and due to our anti-fraud rules, the payments were cancelled due to this as a result.Because the items were delivered but payment was not successful, an outstanding balance was created, which needs to be repaid.In order to repay the outstanding balance, log into your account and head to the payment shopThe open balance will be shown in a pwindowClick on "Pay now!"You will then find a selection of payment methods from which you can chooseSelect your preferred payment method and follow the directions on the screen to make the paymentBoth Paypal and Credit/Debit Card are unfortunately not available for cases when there is an outstanding balance to clearIf your account is already suspended, then you can click on the button "Click here to go to the payment methods" From there, you can follow the instructions as described aboveYour account will be automatically released the day after the payment has been received

Hi thereThanks for your replyI will send this through to the Game Team and will get back to you as soon as I hear anything.As I wrote in my previous message "another bug", I meant that the only way for you to lose ranking points is due to a bug in the game rather than a manual change, which is not possible Thanks for your patience and I will hopefully respond soon

Dear User, We have already informed you that your account has been detected by our anti bot system by using bot or illegal programs in our gameFor this reason your has been banned indefinately from the game and you will not be able to play the game anymoreFrom the customer support we are not autorized to send you any "proof" of what kind of program you used or what you really did, but if you really want this, you will have let your legal advisor know that he should contact us and our legal team would help him get all the information you needOtherwise I am afraid we can´t help you further with you request Bigpoint Support

Hi there [redacted] and thanks for writing in, I have investigated your case and have found the following:1) The rankings were indeed reset because there was a bug, which players had benefited from to be near the top of the leader-boardWe can see that you managed to get into the first place group by completing a boss map in an impossible time (seconds); this is why the bug was rectified and the rankings were resetIt is also impossible to use dragon fires in seconds due to the cool-down time.Unfortunately we in SUpport can not offer personal compensations, as any issues which are due to server faults and are experienced by all players on that particular serverThat is why any compensation that is offered from our side is offered to all players2) I can see that once the rankings were reset you finished in the 21st-50th category and were rewarded with x Dragonfire, x Firestorm cannon, x Voodoo Blast ammunition and x Bloodlust.3) I can not see any past correspondence from this email address to our Customer SupportIf you have not done so then we ask that you contact Support as a first port of callThis is because you will receive a much quicker response and resolution using this method due to the fact that we have a team of people waiting to reply to queries.Sorry I can't bring you better news but hopefully I have explained what we can see on our systems and why the rankings were reset.I wish you all the best in the future

I personally added the items myself and our systems state that the items have been addedI have also had this checked with the Game Team who agree that the items have been credited so there really isn’t much more I can tell this player

Dear User, Your account has been blocked due to the detection of the use of macros, scripts, external programs, scripts, software, or bot useThe bot or 3rd party tool was detected using specific search patternsThese search patterns look for, among other things (but not solely), gaming behaviorOur Terms & Conditions, for which all players agree to when they create an account clearly states that the use of third-party programs such as these is not allowedFor this reason, your account has been permanently bannedPlease understand that we must exclude players, who use software and impact the game or the existing values in the game, from the game

Complaint: [redacted] I am rejecting this response because: Their another payment a supervisor can offer and which payments are available?Sincerely, [redacted]

Dear User, One or more transaction has been cancelled by your bank or by or security systems and therefore we ask you kindly to pay the debt in order to get your account backBut because the payment which was cancelled, was made throught your credit card, our security sistems blocks this payment method for security reasons until the debt is paid in fullOnce you pay it you will have all the payment methods back to your account We are sorry for the trouble

Complaint: [redacted] I am rejecting this response because: I'm unable to use the available paymentsI don't know what other options if their is only e-gift cards available as paymentIs their a Supervisor to discuss how to resolve this issue? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Thanks for your messageRegarding your points: 1) I have checked to see if this was a confirmed problem and could not find any other confirmed reports of thisI have also spoken to the Game Team who could not confirm it either Unfortunately even though you have provided a screenshot; we could not confirm the date and time that it was taken, but if we did have clearer evidence then this can be sent through to the Game Team to investigate as a potential bugIf they confirm a bug then they will decide on any compensation but without the Game Team's confirmation there can unfortunately not be any compensation offeredAs you have been informed in the ticket, we do post all important information in our Forums; we do recommend players to visit there regularlyI thought it would be prudent to make sure that the Forum Account linked to the game account you mention is working okay and I am glad to see that it seems to be as you were active on the forum when the Official Announcement was made regarding the Behemoth Repair Staff here http://www[redacted] staff.XXXXX/ Perhaps you didn't have chance to read this post but I'm glad to see that you will be able to see any future posts should you wish 2) Regarding your Mojo Deck- your case along with other players' cases were forwarded to the Game Team to resolve any items they should have had but didn'tA script was run which has rectified items which either increased (Your Mojo Deck) or decreased (Your scrolls) to finally reach the correct number of eachThis has been the same for all playersThis was announced in the patchday thread on 13th May "5% and 7% bonuses are now booked correctly - one is no longer prolonged when the other is won" Again, please try to understand that Support's role is often to inform our community of decisions made by the Game Team, which sometimes will not make them popular but it is the usually difficult role they have of being a go-between our community and our Game Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I think you are misunderstanding the situations at hand here Firstly, the game error did in fact happen, as proven with the screenshot I have already posted and the other screenshots that I will postYou say that you can't prove when these were taken, yet if you look in the bottom right of the screenshots attached to this Revdex.com ticket you will clearly see the datesThe layer and even the writing as seen in the screenshot wasn't removed until the 5th of June nearly two days after the date that was postedWhile what you're saying may be true, as shown in the screenshots below this is a 100% fact that there was an error and this is bigpoints faultYou (Bigpoint) advertised the repair staff for days after regardless of anything else this puts you at fault, when I bought pearls it was advertised thus I would like what I payed for, this isn't compensation, this is being payed what I am owedYou say that I need to provide more proof, but my question isHow can I provide more proof than a screenshot? Or multiple screenshots? There is no way that I can prove this any further Secondly, my mojo deck is correctWhat isn't correct is my and 7%I am 100% positive that the dates on my account are incorrectI am sure that if my account is looked into you can see the amount of money that has been spent by myselfAs for "the script which was ran" this clearly wasn't correct as you've fixed my mojodeck and voodoo priest in the pastIf the script was correct you wouldn't of had to manually do itThis is not something that can be argued this is simply an error in your game that needs to be rectified I am again requesting only what I have payed for and am owed Which is: year of repair staff And my and 7% to be fixedThis goes much further back then the 13th of may Screenshots for the repair staff: [redacted] Finally when it was removed: [redacted] Again, I want what I am owed

Initial Business Response /* (1000, 6, 2015/07/06) */
Thanks for your message
We are aware that there is a possible exploit whereby some players have managed to setup their payment shop to show Venezuelan pricesIf players are reported of this then their cases are sent to the Payments
Department to make a change if necessary
Regarding whether this has been deliberately organised by players continues to be investigatedThis is a complicated issue whether we have sufficient evidence to take stronger actionBigPoint must be covered from a legal perspective before this action can be taken and we hope to have a permanent solution soon
We ask for your patience while we achieve this
Initial Consumer Rebuttal /* (3000, 8, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the business bigpoint are admitting they have a problem with a exploit were people are swapping there payments to Venezuelan currency to gain massive discount there is no mention of theses players being banned or having their accounts suspended until they have paid back the money they have under spent in full
To give yourselves at the Revdex.com an idea of the sort of money being spent on this game you have my full permission to ask bigpoint how much I've spend of seafight since I started playing here's a recap of my account id frankthetankXXXX XX/XXXXXXXX seafight uk server
In the reply from bigpoint they only state the following (If players are reported of this then their cases are sent to the Payments Department to make a change if necessary.) which in my eyes no action will be taken other than theses peoples payments been swapped back to their own currency and there allowed unpunished to get away with committing cash fraud
So if this been the case then I expect the money I've over spent in comparison to these people to be reimburse to myself
Final Business Response /* (4000, 13, 2015/08/27) */
Please check back with my previous answerI stated that these accounts would be referred to our Payments Department but I also stated that:
"Regarding whether this has been deliberately organised by players continues to be investigatedThis is a complicated issue whether we have sufficient evidence to take stronger actionBigPoint must be covered from a legal perspective before this action can be taken and we hope to have a permanent solution soon."
For Privacy Reasons, I am unable to provide regular updates of the investigation but rest assured that legal matters do often take time to ensure that the solution can be held up as permanent
We ask for your patience at this time

Initial Business Response /* (1000, 5, 2015/05/29) */
HelloI have looked into the game account to find out what has happened
I can see that the account has been permanently banned by our bot banning system- we have been advised by the game team that we can trust these resultsI feel it is
important for me to point out that Support did not choose to ban your account but rather the system detected this account for the breach
We advertise throughout that the use of bots is against our terms and conditions and constitutes a permanent banWhen the system first came into place, we decided to first educate our community rather than banning first, we are now though at the stage where we are comfortable that we have given the community enough time to get used to this and so those found botting are now permabanned
The support agent was correct in telling you that it is now not possible to re-open the accountThis is under the instructions of the Game TeamWe in Support are expected to enforce the Terms and Conditions, which all players sign up to when they create an accountPoint explains that a refund is not possible when a severe violation has been committed of which bot banning is considered
The screenshot you have provided is from March of this year where as I can see from my system that the account you refer to was banned in January so perhaps the issue has been confused here
Hope this clears up this matter and all the best in the future

Complaint: ***I am rejecting this response because: I do not believe there was a error or a sync , nothing was or has been posted in any forum stating it,and every sync is and has been reported there . also bigpoint don't run sync`s between 1am and am as there is nobody at there office ,in addition all in my group of five who I did arena with constanly would of been affected by it as would everyone else on my and every server which they have not .so I would like the real facts and reasons behind this outrageand proof of this so called sync.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/27) */
Hi there
The reason why your request has been rejected is that you have already sent in the same codes back in November of last year and were credited with the bonus items at the timeWe have been informed that each box includes two CDs,
both of which have a code printed on themOne CD is for the ship design and one for the bonus itemsAlso, the same codes have been sent in by numerous people, which has further confused the process and caused suspicionOne option available to you would be to send in photos of everything you have bought along with your ID to help eliminate any confusion in this matter
We have recently been utilising a new Ticket Support system that incorporates a customer survey function for which the ticket must be closed in order for the survey to be sentThis may be why you have noticed some of your tickets have been closed and it may be that the survey has been sent prematurely on occasion
Just to query your timeline of events; you were informed that the Red Terror design can not be credited to a UK server account back in November of last year and you accepted that at the time ("I understand that you cannons (cannot) credit me the Red Terror, due to the system not allowing it on the UK server" so hopefully it was not a surprise to you that you were told this again recently like you were back in November
Also, this line: "she said to me that as this was the fault of support feeding me information" I can not see anywhere in the various ticket chains
Hope this helps

Initial Business Response /* (1000, 5, 2015/06/16) */
Hi thereThanks for writing in
I have checked with the Game Team and they have informed me that there was a display error, which meant that players thought they had the Voodoo Priest Level for longer than they had actually earned
The
decision was made to ensure that each player had the Voodoo Priest for the correct amount of timeThis was announced in our forums here: http://www.bigpoint.com/seafight/board/threads/patchday-notes-2015.XXXXX/#post-X...⇄ /> I realise that you unhappy with Support but please bear in mind that we do try to influence the game Team as to the community's wishes but in cases like this the instruction is very clear and that is why you have been informed this when you have written in
Hope this helps and all the best
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The thing is that the accumulation of the level priest was not over a couple of months but years and they had taken a couple of years away already but they were not satisfied until they took it all awayI will show you a picture of the time line items, premium, level carpenter, ebony deck, sailmaker are all in the five years time line of accumulation time and it stands to reason that the level priest was up there with all the othersI could not add picture here but I did have the attachment in the email and their respond of denial that I sent youI wish I knew how to do it here
Please do not show ID number, email or globalserverThank You
Final Business Response /* (4000, 13, 2015/07/03) */
Hi againI have spoken to the Game Team who asked me to pass *** onto you:
We ran a script successfully, which from our perspective meant that all players had the correct amount of Voodoo Priests- we have not proven any cases whereby a customer had an incorrect amount, which backs up our opinion that the script was successful
However, we look into your account in more detail when the team member responsible returns from leave in the next two weeks so that we can conclusively prove one way or another what the correct amount should be
I hope that this wait is acceptable and I will contact you back by email when I have the answer
All the best
Final Consumer Response /* (4200, 15, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still believe that I have years worth of voodoo priest which I lost when they had the chance over, and I can see that they are not going to give it to me back with this stallingThis is how I lost it to begin with, they stalled for over a year, where it went from years, then to years, then to days, then none in the mean time I was emailing them and told to be patience that they would fix it in time, and now here I am with none and still trying to get it fixedThe picture I sent shows how close all the time line crew members that you are able to get in the treasure chest are and the voodoo priest was no exceptionYou will see that they will deny their error and they will not give it back, there are a lot of players that have it for far more years then I had, they just want be to start buying again but I spent a small fortune to have all the time line crew members to where there are including the voodoo priest I will wait for the next respondThank You

Initial Business Response /* (1000, 5, 2015/07/07) */
Thanks for your message
We are aware that there is a possible exploit whereby some players have managed to setup their payment shop to show Venezuelan pricesIf players are reported of this then their cases are sent to the Payments
Department to make a change if necessary
Regarding whether this has been deliberately organised by players continues to be investigatedThis is a complicated issue whether we have sufficient evidence to take stronger actionBigPoint must be covered from a legal perspective before this action can be taken and we hope to have a permanent solution soon
We ask for your patience while we achieve this
Regarding possible Account Sharing/Trading- if there is sufficient evidence to support a claim then we will typically lock the account and then follow our Account Ownership procedure
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is the same kinda reply we have been receiving for over 4-years since the 1st lot of exploits started the same players that used then and still using all these new exploits nowthere paying minimum payments with this exploit and were still having to pay maximumhow long do you give them and why give them the time as by the time they sort this exploit out there always seems to be another exploit for them to use, and legitimate players am still paying full price and can never b able to beat the exploitsI'm sick of receiving the same reply every time you report some using them and continue watching them bragging over the game there stronger there better there gonna win this there gonna win thatand yes they do because real players cant compete in these situationsand am basically throwing money up the wall trying to play legitimate
Final Business Response /* (4000, 11, 2015/08/07) */
Hello, thanks for writing in
We at Big Point treat cheat exploits with the highest importanceIn order to take action, for legal reasons we must have 100% verifiable evidenceOnce we have this we will take the necessary actionWe are also regularly banning hundreds of players who have been caught by our bot exploit system
If it is found that players are taking advantage of a pricing exploit then they will likely be permanently bannedAny reports can be sent into Support with as much clear, verifiable evidence as possible
Also, if the ownership of an account is in question then we will often ask prospective account owners to verify their identity so that we know who the real account owner is

Complaint: ***I am rejecting this response because: Im not sure how to understand your reply is this a compensation offer due to the amount of time this is taken to resolve, or a or a final settlement offer.so clearly now you admit there was no bug or snc to fix one ,the question as to how my points were removed as still not been answered ,as im sure you are aware I was in first place and could not be beaten the rewards clearly stolen from me are as follows-
1st - 1x Leo Bonus Map, Days of Premium, Days of Behemoth Repair Staff, Days of Ogoun's Battle Blessing, Days of Lvl Voodoo Priest, 100,Voodoo Doom Ammo, 100,Soul Eater Ammo, 100,Voodoo Blast Ammo
which are worth hundreds of pounds, six useless firestorm canons are worthless to me and I feel rather insulting.so no thanks I do not wish to receive themi would like as in my previous letter ,the reason as to where and how my points were removed, the full rewards im entitled to or items worth the same amount,
thank you again for your time looking into this matter.Sincerely,*** ***

my case has not been resolved ,
the business bigpoint ,has done nothing but mess me and the Revdex.com around there last message says they have paid me which I can clearly prove they have not as this would show in my games account a simple screen shot would prove this
I would be delighted if the Revdex.com ran a story on this
I would still like the rewards / prizes ive won from bigpoint along with a explanation as to why they have done nothing but lie and dodge this subject .Even stating they will and have paided me is nothing but a blatant lie
to recap bigpoints replys they have so far more or less a accused me of lying ,cheating , which have all been proved to be untrue

In order assist you with your request, can you please send us the ID number and date and time of the purchase and an explanation about your problem again so that we can have a look a it.
Thank you