Bigpoint GmbH

Initial Business Response /* (1000, 5, 2015/08/18) */
Hi thereI am sorry to read that you appear to be so unhappy with the situation in Dark orbit and I hope to be able to go some way to improving how you feel with itI have read through your most recent ticket regarding your wish to have your
entire purchases from the game account refunded
Firstly, what you have been informed is correctWe in Support are instructed to direct our customers to our Legal Department should the customer begin discussing legal proceedingsAlso for the sake of fairness, the message you received was this, which I think is polite and reasonable:
"If you have already contacted a lawyer, this is no longer a game issue but a legal one, so we are forced to direct you to our Legal department since we are not qualified to deal with legal matters, we are offering technical and game support
The contact details for legal department can be found at the bottom of every game page,
under "Legal information"
Good luck with your inquiry!"
SecondlyIt is unfortunately not possible to receive refunds for every purchase made on a Game Account because once these items are used up in-game then there would be nothing to remove from the account to facilitate reimbursement
However, what I can do for you is liaise with our Payments Department to work out which of your purchases could be refunded for youIf you would like me to look into this for you then please create a new ticket for the attention of the ICM English
I also note that your most recent ticket contains multiple accusations towards various persons within the Dark Orbit teamIf you would like me to investigate your claims then please include in your ticket the evidence you have to hand to support your claims
All the best
Initial Consumer Rebuttal /* (3000, 8, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you to whoever replied to my inquirethe best reply I have ever gotten from anybody who works at Bigpoint before
"It is unfortunately not possible to receive refunds for every purchase made on a Game Account because once these items are used up in-game then there would be nothing to remove from the account to facilitate reimbursement."
Ok, but where do you think the Uridium went? It went directly into my accountWe know LF4s are not cheapMy request is to give me a full refund based on what I've spentThen you can ban my account, as if it never existedI'll get my money back, you'll get your virtual currency back technically, and the investment that my ship is, and everyone will be happy
I'd also like to note to you that after looking through my purchase history, I found several unauthorized charges, which I reported to my bank and their fraud team is dealing with that nowNobody accesses my account except me, and no payment information is saved
If we can come to an agreement, something reasonable, I'll drop this complaintI'll drop my ICcomplaintHowever the fraudulent charges is another story, and that will be a legal matter between my bank, Paypal, and you guys to figure out
As far as the harassmentI don't think the in game name "***" is offensive, nor is it against the terms, especially since lots of people have "***" in their namesOk, so a moderator either didn't know, or just didn't like me, and decided to ban me for it, that's not what the big problem wasThe problem was your horrible customer support taking full days to reply to my inquiry, only to offer me a few gate spins and DCR-Rockets as reimbursments, for over 100,Uri I could have made during those events at the time on the gameI wanted the moderator who banned me to apologize to me tooI didn't get thatI don't remember the mod's name, but if you check through my support tickets, you'll see when this happenedFurthermore, later on, probably less than a month later I got banned for alleged racism for saying "white meat tuna"are you serious??? Your game moderators are just out of control, and I refuse to play a game with non existent customer supportI refuse to lose my investment on this game, which is why I am asking for a refundGo look at that status of my accountFront page, has almost everythingNever botted, never cheated, never "staged" for cheatingAll legit, 100%All paid for with real hard earned money
Those problems I had are just a few of the manyI'm not gonna go all into detailI know sometimes I've done things in a moment of anger that got myself chat banned, that I deserved, but for the most part, and I think everyone would agreethe chat mods throw their weight around
It's also extremely unfair when people pay full prices for things, only for you guys to nerf the prices down significantly later, and offer no reimbursement to your customersFor example the hangars most recentlyI paid hundreds of thousands of Uri to have several hangars on my accountNow the first cost credits, and you can get the rest for as much Uri as what I paid for one?? Come on!
Back on the matter with the moneyI want a full refund, or at least something significant to what I've spentYou can take your account back, ban it or do whatever you want with itThe hours I've spent on it are a lost causeIf we cannot agree upon something, I will pursue this, and push this to the next level
Final Business Response /* (4000, 13, 2015/08/27) */
Hi thereI have continued to correspond with you since this most recent message here
Please continue to reply to my emails, especially regarding accusations made against the Support team
Sincerely
Regarding your refund requests; We have been advised here in Support that refunds are only possible if the items purchased are still in tact in the game account; you have advised me that this is not the case unfortunatelyWe have also been advised that if a customer makes it clear that they have contacted legal authorities then we must inform them to contact our Legal DepartmentThe relevant information can be found here: https://legal.bigpoint.com/DE/imprint/
All the best
Final Consumer Response /* (4200, 19, 2015/08/28) */
@ BigpointDo not lie on here to make yourselves look goodYou've done nothing to help meYou can't offer me any sort of refund based on what I have on my accountReally?? Full LFall upgraded, everything upgraded, almost full Bio, full HavoksWhen did you ever try to refund me for anything other than uri which you already know there is none, probably because it's been used to buy everything already
@Revdex.com, I could show you the emails from Bigpoint, they never tried to help me in anyway, they never offered me anything for my specific account, and never expressed any sort of compassion *** my disappointment with them
Future Darkorbit players, bewarethis site is a scam, and anybody who has played the game for years, who has already invested money will tell youThey keep coming out with more and more things to milk every last cent out of youCustomer service- non existenceModerators- non existentOther players cheat and get away with itBigpoint offers no compensationPlus they renew stuff you've already canceled, without authorization
Save yourselves the time, money, and frustration, and just avoid Bigpoint and all their gamesThere are far better online games out there

Dear User, The transactions you see in our payment window when you login your account, have been cancelled by your bankIn order to pay the debt, you need to use one of the many payment methods available on your account now and once you do it, then we can activate all the payment methods you
usually use to do your transactions in the gameI am afraid we cannot activate any other payment method to pay this kind of debtIf you have any other question, please let us know

Thanks for your patience with this matter ***I have taken your case as a special request back to the Game Team, which they have investigated and I have then pushed for a solutionThis has all taken much longer than is ideal
In your case, they have agreed with me that due to the length of time and confusion involved that they will offer you the first prize rewards; if you would like me to proceed with booking this then please let me know
All the best

Complaint: ***I am rejecting this response because: ok thank you for your time, I will wait and see what feed back we get from the Game Team on this matter and see if both partys can resolve this matter.Sincerely,*** ***

Hi againSorry for the confusion with my first reply; it seems that the Game Team misunderstood your problem and attributed it to a completely different bugI have gone back to them on your behalf and asked them to further investigate
They have informed me that they do not have a confirmed bug for your rankings issue but in the interests of fairness, they have authorised me to offer you Fire Storm Cannons due to the initial confusion and time this has taken to resolve
I would also like to reiterate that there are no members of any of our language Support Team who have the access to alter these ranking scoresI can say that with 100% certainty.Please let me know if you would like me to proceed with this and apologies for the initial confusion
Sincerely

Complaint: ***I am rejecting this response because:I have
been sending the same information for a while now and that is the same response I got when all this first began.They didnt hesitae to ban my account but they seem to not have a problem moving slowly to unbann itI havent gotten a response from them through the ticket number since 5/7/and was told basically the same thing.Thats just week of thisThe whole situation has been going on since 4/10/2017.Sincerely,*** ***

3. Dear User, Can you please let us know the exact date and time where you made the transaction? The payment method and what you exactly bought so that we can verify what happened with your transactions?

Hi there. We are still speaking with the Payments Team about this; the customers bank statement has been sent to them to hopefully resolve this case.
We will continue to write to this customer using our ticketing system.
All the best

Initial Business Response /* (1000, 6, 2015/09/28) */
Hi. Thanks for writing in. I 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 players. This 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 Support. Please 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 30 days. We 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 /* (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 System. As 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 that. I 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 30 days. I 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 ago. As 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 it. So 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 punished. As long as I have been a correct players all these years, I don't think permanent ban was perfect solution in this case. First of all, if your program bug wont be there, also none of players will have been banned. That 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 players. And 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 now. I have to add also that you could have choose other ways to punish those players without permanently ban them. Some measures can be 1 month ban and removal of gained honor, 1 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 account. That 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 /* (4000, 11, 2015/10/13) */
Hi again. Support 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 you. I 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 message. Based 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:
1.2.10 The use of programming bugs and/or errors to achieve personal gain is strictly prohibited. Recognized 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 benefit. The punishment for which as decided by the Game Team is a permanent account ban. This 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 /* (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 answer. So I want it to get unbanned as it was stated in your response. As 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 system. So you should deal with what you said me.

Hi there. Thanks for your reply. I 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.

Initial Business Response /* (1000, 5, 2015/10/19) */
Hi there. Thanks for writing in. I have investigated your case and have found that the emails you refer to is from an email campaign aimed at attracting players who no longer play any more back to the game with the bonus items you...

mentioned.
It is likely that you are receiving these emails because you have once created accounts on different servers to your main account and then not played said accounts. The bonus offer is for these accounts and so the bonus items are not added to your main account.
The game team are looking at how we can avoid this issue and make the situation clearer to players.
One option I can offer you though, to avoid you receiving these emails in the first place is that if you can write to Support asking for a list of accounts linked to your email address; you can then choose which to keep and which to delete.
Hope this helps.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have heard this before.
It is bogus on several levels:
1. The link does not work. Accepting the offer takes me to a website that is not working. There is no way for them to check my activity, once I accept the offer. It is obvious that BigPoint had no intention of fulfilling the offer.
2. All my accounts use the same email address. To access any of the server locations, I first have to log into the game using my base account information. How is it that individual servers do not know I am an active player?
3. There is no mention of qualifications to the offer, that it is because I am an inactive player. What constitutes inactive? There is no mention of it. The offer is open to me, all I have to do is accept it.
4. This is an ongoing issue. I had contacted Support several times in the past on other occurrences. They told me they were unable to delete the unused accounts for me. There is no option in the login screen to delete the unwanted accounts. They offer a solution that does not exist, yet persist in sending offers that can not be accepted.
They are blowing smoke.
Final Business Response /* (4000, 15, 2015/10/27) */
Hello again.
I can actually see six Drakensang game accounts registered to this email address, which I would think supports what I have informed you in my previous message, which offered you an immediate solution to this problem while the Game Team carry out their investigation.
If you are unwilling to write to Support to ask for any of these accounts to be deleted then they will remain open.
All the best.
Final Consumer Response /* (4200, 17, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already asked Support to stop the sending of bogus emails, and to delete the werian and tegan accounts. They said it was under BigPoint control, and that they could not change it, but that BigPoint might consider it later. If you had examined company records, you would know that.
If fact, the last time I wrote Support on the matter, they directed me to the legal department. Having had enough of the BS, I contacted the Revdex.com instead.
As to my accounts, 3 of what you might call subordinate accounts were created at the company's request and invitation for testing purposes. Why do you not know that?
Previously I requested completion of only the latest false offer. Now I want all three completed.
The central issue is still not addressed: I was offered a unilateral contract on several occasions, which BigPoint did not offer. IT may not be RICO, but the next step is a Federal Consumer Protection Agency complaint. You can play lawyer with them instead.

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

Initial Business Response /* (1000, 11, 2015/10/09) */
Hi there. I am also corresponding with Mr [redacted] through our ticketing system so if it is okay with him we can discuss this issue there for hopefully a quicker resolution. All the best.
Initial Consumer Rebuttal /* (2000, 13, 2015/10/13)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
I have received  nothing as my account clearly states, look at my account its log book etc , this has been going on for over three months and it looks like bigpoint are trying every thing in there power to mess me about .
here is my account id number as is clearly shown in the screen shots provide in a previous post to both yourselves and your support team.   
 my account -   [redacted]   seafight uk serverSincerely,[redacted]

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 game. For this reason your has been banned indefinately from the game and you will not be able to play the game anymore. From 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 need. Otherwise I am afraid we can´t help you further with you request. 
Bigpoint Support

Dear User, 
 
Unfortunately your transactions were indeed cancelled by our security system, but  the items were delivered to your account. Error 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 shop. The open balance will  be shown in a pop-up window. Click on "Pay now!". You will then find a selection of payment methods from which you can choose. Select your preferred payment method and follow the directions on the screen to make the payment. Both Paypal and Credit/Debit Card are unfortunately not available for cases when there is an outstanding balance to clear. If 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 above. Your account will be automatically released the day after the payment has been received.

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 back. But 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 full. Once you pay it you will have all the payment methods back to your account. 
We are sorry for the trouble.

Hi there. There was recently a confirmed bug, which allowed players accidentally to gain an advantage in the Arena. The Seafight Game team decided to fix this bug by syncing the game, they carried this out and anything earned unfairly (if not deliberately) was automatically removed from players'...

game accounts. We have been informed that we can trust the results of the sync as being correct. Hope this helps

Initial Business Response /* (1000, 5, 2015/07/09) */
Thanks for your message. Regarding your points:
1) I have checked to see if this was a confirmed problem and could not find any other confirmed reports of this. I 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 bug. If 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 offered. As you have been informed in the ticket, we do post all important information in our Forums; we do recommend players to visit there regularly. I 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't. A script was run which has rectified items which either increased (Your Mojo Deck) or decreased (Your scrolls) to finally reach the correct number of each. This has been the same for all players. This was announced in the patchday thread on 13th May 2014
"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 /* (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 post. You 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 dates. The 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 posted. While 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 fault. You (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 owed. You say that I need to provide more proof, but my question is. How 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 correct. What isn't correct is my 5 and 7%. I am 100% positive that the dates on my account are incorrect. I am sure that if my account is looked into you can see the amount of money that has been spent by myself. As for "the script which was ran" this clearly wasn't correct as you've fixed my mojodeck and voodoo priest in the past. If the script was correct you wouldn't of had to manually do it. This 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: 1 year of repair staff.
And my 5 and 7% to be fixed. This 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.

Hi, if it could be at all possible to get the account ID, the server and email address the account was originally opened with then we can look into this issue and see exactly what happened.
 
Many thanks,
[redacted]