iWin Inc.

1) We have not had any contact from this customer - So we are not aware of any issues this customer is having.2) There is a Customer Account on iPlay Games under the email : *** - This customer would have been transferred to the iPlay site when *** Games closed down and would
have been contacted by both iPlay Games and *** in regards to this and these emails included all the details needed on cancellation etc.3) As the Customer is paying by Credit Card - There should be a Phone Number listed in the transaction details on the Credit Card Statement - This is the Customer Support Contact Number.++++++++++++Actions Taken - Customer Account held on iPlay Games under the email : *** has been cancelled as requested

Initial Business Response /* (1000, 7, 2015/09/21) */
The Customer did not log a request via our Support Portal for their account to be terminated - So we were unaware of their desire to cancel until informed by Revdex.com
The Customer uses a Totally Different Email Address for their account within
our Systems to the one used on this Revdex.com Complaint
Email we have on File : ***@yahoo.com
Email on this Revdex.com Complaint : ***@yahoo.com
The Customer also uses a Total Different User name on our sites of "*** lee cook 52" - So even a User name search was not yielding any results
Since we were unaware of the Customer's request and had to do some Detective work to track down their account it has delayed the Processing
We can confirm that the Account using the emailed Address "***@yahoo.com" has had it's recurring subscription canceled

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 7, 2015/08/21) */
The Customer provided the Incorrect Email Address for his Account - So locating him took some time
The Customer also had an account on a Afflicate site - Rather than iWin.Com - So this also delayed locating the Customer's
Account
Customer's 1st Contact with iWin Customer Support was on 3rd August - Days after they opened their complaint with Revdex.com
After investigation - It appears that the Customer had an existing subscription with one of our affiliate sites and not iWin.com directlyIn order to comply with the Customers request, we requested cancellation on his behalf for the GameSaver or MSN Discount Program subscription active on the respective site
Should the Customer have further questions related to his account from one of our affiliate sites, they should use this email ***@supportcenteronline.com or contact support via the game site you have a subscription with
We can confirm The GameSaver or MSN Discount Program subscription for this Customer has been canceled as per their request
Per the subscription terms provided at the time of checkout prior to original transaction containing subscription offerings: "GameSaver membership includes an automatic monthly membership charge to your credit card or other payment methodYour membership will continue and you will receive your monthly benefits until you cancel your membershipThere is no commitmentYou can cancel at any time without any further obligation."

Initial Business Response /* (1000, 5, 2015/12/01) */
This Customer has 2 Accounts - Held under 2 similar, different emails addresses.

[redacted]@yahoo.com - Account 1
[redacted]@ahoo.com - Account 2
Since they submitted support ticket requests via [redacted]@yahoo.com - We...

could initially not locate an account with the charges they were querying given the data we had been provided with.
It was not until the customer provided the additional information such as Last 4 numbers of CC - that we were able to locate the 2nd account.
++++++++++++++++++++
"explanation of the 3 charges applied to my account"
Despite the Customer being very rude to the Customer Service Agents in the tickets - We did provide this Customer has already been provided with an explanation of the 3 charges applied to their account.
They opened 3 Tickets with us via our Support System which were all responded to by a Customer Support Representative.
In regards to the Ticket being Closed immediately was due to the Customer opening an Identical Ticket on the same issue - They were clearly informed of this in the ticker response as the reason why the ticket was being closed.
++++++++++++++++++++
"emails receipt that was never sent"
For this item - The issue occurred due to the customer entering their Email Address incorrectly. We cannot accept responsibility for Emails being sent to the Wrong place when the Customer enters their details incorrectly.
In fact the Customer was advised in the response to the 1st ticket that they should ensure that their email address on the 2nd account was up to date - The Customer has failed to do so.
And we cannot retrospectively issue email receipts from our Payment Systems.
++++++++++++++++++++
"Refund for either the iclub subscription or the game part that wasn't discounted
refund of the coins unfairly and misleading presented with"
We have explained to the Customer why they do not qualify for a refund - But they have failed to understand the explanation and have taken to being rude to Customer Support Staff in their tickets. They have also taken to posting statements on the iWin Facebook page abusing iWin and saying that Customer Support never responds despite the fact that all 3 of their tickets to Customer Support have been responded to promptly.
In all instances all Customers on our Website are clearly shown a shopping cart - With Prices and other elements clearly displayed - There is secondary 'Confirm your Purchase' Screen for Customers - Confirming what they will be charged and what for.
In this case the Customer did not read the information they were presented with or they did and they ignored it.
However iWin are willing to show understanding and will refund the following
1) The $6.99 Membership Fee for the Club iWin Membership
2) The $7.00 Charge for the Additional Tokens needed to purchase the game.
Total Refund $13.99 to the User's Payment method - Which has been processed today - 1/12/15
However we also feel that the Customer should show understanding and take responsibility for their inaccurate statements on Facebook.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On the first ticket submitted I have provided the username, last numbers on my credit card details as the ticket wouldn't allow you to be submit otherwise,its a compulsory fill ,marked with *
The company has not supplied me with a receipt for any of the 3 transactions sent,again initially,to set up this account you would need an email address and email confirmation is then sent originally to the email to confirm correct account ,so they did have my correct email address,yes,I had to change email address afterwards at the end of november as I have emailed them on 01/11/2015 (by the way,I never received a reply to this )to say that their website does not recognise the old email anymore as I was trying to log in,saying my email address is not tied up with any account,all this time I was receiving emails from them under the same email address "their website wasnt recognising ",I did received an email in jan 15 I think,however no receipt email sent to any of the email addresses,I can post in here as proof with previously received emails from them on the old email address where they sent me all type of other info.I can post the email,no problem
With regards to their cahrges,again misleading,if you go to their page where you are able to choose what type of subscription you want,the Iclub one or what is called states big:first game bought at 2.99 dollars,however in their reply ,after I was charged they said bcz I wasnt a new member it does not apply to me?this was my first game bought from them,even if I had all access subscription before ,should I have know that ?why do I have to find out this after I bought the game?
Also they have charged me for some coins I have no idea I was buying ,as I thought I am buying the game I was interested in via this coins,it turned out they charged me for teh game and teh coins.
The complains on FB refer to the fact that I wasnt able to reach the co by any means,they do not give an option to email them,they seem to have someweher lost my email address,no phone number given to contact them and their ticket submitting wasnt functioning at the time,and when in fact I managed to send one they have told me they cant locate teh transactions, other people had in fact mentioned they are having problems with their support on fb previously,not only me.
They have charged me for I dont know what,no receipt sent,no way of contacting them ,and only after I kept trying and had to leave their platform where I was logged in and went to their website and sent ticket from there was I able to submit .
The response I got was superficial and they closed my inquiry very quickly ,not leaving me option to update the same ticket or question their response as they have this option ,it seem that they have dis-activated it in this case ,after I have tried to understand what they actually charge me for.
Only option I had was to open another ticket for same inquiry,and when I tried to do that ,they emailed me saying that they wont accept my ticket as its a duplicate.
It appeared to me as a dishonest business that is not willing to give account of their charges and leave you up in the air,it was hard to contact them,no receipt to know what I bought,no discount given.
I have tried phoning them which it doesn't work.
On fb there are diff people that have had bad experience with this company,they can be seen and can be posted in here if necessary
Besides that,the staff seems to be unaware that you cannot email to this email address and you have to submit a ticket as per posting below(found out after trying )
When trying to submit a ticket:
but they are saying you cant send emails to support, and direct you a ticket page, that page is so slow gets frozen and after u filled all details, and want to press the send button, error message comes along
Their reply:
"I'm so sorry for the troubles you've encountered getting your refund and trying to contact Customer Support. Please send an email to [redacted] and one of our Support reps will get in touch with you shortly to issue your refund.
My reply:
" I think u are unaware that the email bounces back and send u to ticket submitting, its written on ur websitr"
I didnt know what I was charged for as no receipt was sent,it seems that they had had a bug in their system or something I dont know,it looks their system deleted initial email address,If I had not inquired ,I would have never known ab the coins and the fact that I wasnt given the 2.99 offer they advertised which I see in fact they didnt explained above,they did have email address and last digits of my cc were provided on the very first ticket submitted .
I have sent them a email on 01/11/2015 to let them know I am having problems logging in,I have never got any reply from them,after that I have changed email address,the game was bought at the end of nov,and when they were bought no receipt email sent to any of the emails,if in fact I have submitted on my ticket one letter short of my email address,does not in fact frees them from emailing receipts,I had to have correct email address to log in my iwin account otherwise it would have mentioned to me the email is wrong,again question is why no receipts sent?
It is very hard in fact to conclude what @ahoo.com would have been,if in fact I have submitted my ticket with the wrong email address

iWin have responded to the customer on Friday 10th March - To address the customers concerns regarding the Download Games Manager Issue.For the issue with the software titles. The Customer originally purchased the software in 2009/2010 and installed it upon their Windows Vista PC at that time.Since...

then [redacted] Games has ceased operating and iPlay has been acquired by iWin.  As already stated to the customer it is not possible to recover these games. As previously mentioned, the reason for this is because the game purchase(s) were either made from a company which is now defunct or the game is no longer within our catalog for distribution per contractual reasons.As our company has acquired some former game sites, traditional acquisitions are assets based and do not contain customer records per privacy reasons. Unfortunately this includes past purchase information related with game activation codes and processes. In some cases, the developer (the game creator/owner) has asked us to no longer distribute their game and per contractual reasons we must oblige. Due to one of these reasons, the game(s) cannot be recovered or reinstalled.While this is an infrequent event, we certainly do apologize for inconvenience or misunderstandings.The Customer purchased this software through a now defunct company  and though the software maybe running on the Old PC - this is software which was provided by the previous companies and as such we cannot provide copies of it for reinstallation as we do NOT have access to the installers.We are sorry that we cannot assist the customer further - But we are not the merchant of record for these transactions and have no obligation to provide support for software sold 7 years ago by an entirely different company.
For the Customer's current issues with the iWin Games Download Manager (a seperate issues to the above recovery issue) - We reached out the Customer on the 10th of March and are awaiting their response.

Complaint: [redacted]I am rejecting this response because: Refusal to contact me. I am not responding to these people again. The downloads manager has been reinstalled and its still not working. The issue is with the game manager and not the games since I successfully activated one of the games. This company should have never bought [redacted] Games if the refuse to support existing customers. And honestly, my problem is with their games manager and not the game itself. Please close this complaint as unresolved as I will not be responding to these people again. They need to shut down if they cannot respond professionally and appropriately to a customers request. Sincerely,[redacted]

Thank you for taking the time to provide the feedback to our response.
Unfortunately we cannot call the Customer as we do not provide Telephone Support to any customers.Our Customer Service team has already reached out to the customer via their existing Customer Support Ticket to try to assist them with the issue that they are having with the Download Manager.So far the Customer has not responded to this request.We are NOT able to help the Customer recover these Game Purchases as they do NOT have a Game Purchase with this company (iWin)Their purchases were made through a defunct company ([redacted] Games) whose Assets we (iWin) purchased.  The Game may still be available to download - but these are games are based upon the iWin Platform.  The Customer purchases were made through the [redacted] Platform which no longer exists and which we cannot honor purchases made upon that defunct companies platform.We are happy to assist the Customer with their iWin Download Manager issues and they need only to contact us via their Customer Support Ticket for this assistance.  However we cannot help them recover games purchased via an entirely different company.

Initial Business Response /* (1000, 5, 2016/01/04) */
Thanks for Contacting Us
We have no record of the Customer contacting us in regards to this request using the email :
"[redacted]@yahoo.com"
The last contact we had from this Customer via this email was on the 11th Feb...

2013
They have no account on iWin under the email : "[redacted]@yahoo.com"
If they can submit an Email request for a refund to "[redacted]@iwin.com" - We will get them logged into the Customer Support System and we can investigate further.
We need to know the email / username they use on iWin.Com to assist us in tracking down their account and processing a refund for them.
Please let us know if you need any additional information in regards this matter.

Upon review of our support system, we did not find previous contact from this customer. We have located her subscription and have canceled it. In light the customer will not be billed further. Below are the terms of service. Thank you! 
[redacted]

Complaint: [redacted]I am rejecting this response because:  First of all, I asked for a call from someone at iWin. They purchased this program from [redacted], but do not want to assist with simple questions regarding my games. The issue is that the download manager is not working properly, which is causing issues with some of my games THAT ARE STILL DOWNLOADABLE AND AVAILABLE to be played. I am not ignorant by any means and these people keep repeating the same thing to me, which is not the case. There are games I purchased that are still available and some are not. I understand that and this is NOT the reason I am complaining. These people need to take responsibility for their product. My complaint is about the games manager. I am requesting a call. The tone of their response is very unprofessional.
 
Sincerely,[redacted]