Bigpoint GmbH

Initial Business Response /* (1000, 5, 2015/10/13) */
Hi there. I have read through all of your correspondences with our Support Team. I can see that you have written four separate queries regarding the same issue. I can also see that the team were preparing an alternative item in exchange for your...

duplicate purchase but you have contacted Payment Support about this issue in a separate message. The problem here is that Payment Support are the ultimate authority on payment-related matters so when a customer writes to them, we are then asked to advise the customer to continue corresponding with them rather than with ourselves to avoid the confusion of multiple queries being answered by multiple people. We also unfortunately can not see the contents of Payment Support tickets as they are confidential from our Department and that is why you were advised in separate tickets to continue contact with Payment Support.
However, I have spoken with the Payments Team who are happy for us to take over your case on this occasion. We can offer you 3.2 million Burning ice-ammo in exchange for your duplicate item, this includes approximately 200,000 extra as a goodwill gesture for the time taken to resolve this matter. Please let me know if this is acceptable to you.
Please also in future do your best to avoid creating multiple queries about the same issue; this only serves to confuse and increase the amount of time it takes to resolve the issue. If you write to Payment Support in future then you now know to keep corresponding with them rather than create or reply to any other regular Support tickets.
Hope this helps.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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-board. We can see that you managed to get into the first place group by...

completing a boss map in an impossible time (5 seconds); this is why the bug was rectified and the rankings were reset. It is also impossible to use 135 dragon fires in 5 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 server. That is why any compensation that is offered from our side is offered to all players. 2) I can see that once the rankings were reset you finished in the 21st-50th category and were rewarded with 40 x Dragonfire, 3 x Firestorm cannon, 10000 x Voodoo Blast ammunition and 40 x Bloodlust.3) I can not see any past correspondence from this email address to our Customer Support. If you have not done so then we ask that you contact Support as a first port of call. This 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.

Complaint: [redacted]I am rejecting this response because:
The following payments is unable in my location. I don't understand why I'm unable to pay using Paypal or another payment to try to pay the debt. I've notified your Company about this situation and I don't understand why I'm unable to retry the payment. I've also requested to speak to a supervisor to help solve this issue as well.
Sincerely,[redacted]

2. Dear User, Your account has been blocked due to the detection of the use of macros, scripts, external programs, scripts, software, or bot use. The bot or 3rd party tool was detected using specific search patterns. These search patterns look for, among other things (but not solely), gaming...

behavior. Our 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 allowed. For this reason, your account has been permanently banned. Please understand that we must exclude players, who use software and impact the game or the existing values in the game, from the game.

I personally added the items myself and our systems state that the items have been added. I 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.

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