Sign in

Kabam, Inc.

Sharing is caring! Have something to share about Kabam, Inc.? Use RevDex to write a review
Reviews Kabam, Inc.

Kabam, Inc. Reviews (278)

Initial Business Response /* (1000, 5, 2015/10/16) */
Hello,
Thank you for taking the time to submit this to case to us
After reviewing your account we were able to confirm that your account has indeed been permanently banned due to the fact that the account has violated our Terms of
ServiceWe will be unable to discuss the exact details that lead to the action taken on your account in order ensure the security of the gameHowever, the deciding factor that lead to this decision was that the account had been identified as using Third Party Software to exploit the in game mechanics, and despite prior warnings the account continued to use Third Party Software to exploit the gameThis decision is final, and it will not be overturned under any circumstances
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good day
I do understand their reasons for the ban that it is due to third party software, but my issue to the situation are as follows
Firstly,the first time the 72h ban happened I had no idea why/what this third party software was that they referred toI sent an email to support asking for clarity on the matter so that I can take the steps needed to prevent this from happening againThey refused to help me
days later I tried logging in again and again I got a 72h ban which resulted in a permanent ban
So my point is,I received a ban for something I was completely unaware ofAnd I feel that was unfairWhen I reached out to Kabam they should have been clear with me what it was that I was supposedly doing wrong so that I could have taken the proper steps
Secondly, after some time and reading through the forums I discovered the reason for the ban was for having the xmod app installed on the phoneNow I would like to point out just because this app is on a phone does not mean it is being used for cheatingThis app also has a video recorder to record in gameWhich many members of my Alliance did to share tips and strategies with each other
Lastly,I was completely unaware that this app was on my phone.My son installed it and occasionally he would play a bit on my phone
Taking all of this into consideration I am asking Kabam to lift my ban,because if they helped me properly the first time I reached out to them I could have checked for the cause and rectify the solution
Plus if they look at my in game stats they will see I achieved everything in game through hard work long hours of grinding and even spent money
Please assist me
Thank you
Final Business Response /* (4000, 10, 2015/11/02) */
Hello,
Thank you for taking the time to submit this to case to us
Due to the fact that despite previous warnings, the device associated with your account continued to access the game using third party software resulting in your account being permanently suspendedThe decision to permanently ban your account will not be overturned under any circumstancesUltimately, programs installed on your device are your responsibility and it is against our Terms of Service to install or use any third party application that can manipulate, or exploit unintended gameplay mechanics
Regards,
Kabam Support
Final Consumer Response /* (4200, 12, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does this even get read properly?
I DID NOT KNOW WHICH THIRD PARTY SOFTWARE YOU WERE REFERRING TO, IF YOU HELPED ME AND RESPONDED BY TELLING ME WHICH SOFTWARE I HAD INSTALLED CAUSING THIS I WOULD HAVE DELETED ITIN THE DAYS I WAS BANNED I WAS STILL UNAWARE AND THIS LEAD TO A PERMANENT BANIT WAS NOT BECAUSE I WAS IGNORING YOUR WARNINGS
If you do not help me I will have to take this matter further and consult legal adviceI have proof of people exploiting glitches and you did not ban them,you also did not remove the prizes that they received through these exploits and glitchesAbusing a glitch goes against your TOS yet you did nothing about itThat is no different to people using third party softwareYou are showing favouritism to some and not helping other players at allI also have proof of you unbanning other previously banned players

Hello,Thank you for contacting Kabam SupportLooking over your message, we understand that your account was recently compromised, and you are dissatisfied with how the situation was handledWe apologize for any disappointment or inconvenience caused by these circumstances, and we appreciate your
patience and understanding with us thus far.We reviewed the concerns you raised, as well as your contact with us at Kabam Support, and please understand that as per our Terms of Service, each player is responsible for protecting access to his or her account.If you would like to view our Terms of Service, it can be found here: ***Please know that when an account compromise occurs it is likely due to a leak of the account login informationWe can also confirm that, at this time, there are no compromises of the Kabam Server and player's login information is safe from the server side.Considering this, there are a number of ways your account login information could have been revealed to others, which include but are not limited to:- Sharing account login information with another player- The associated email for the Marvel: Contest of Champions account is compromised, and the password was changed using this email.- Entering login information into a fake Kabam website which captures the information- Entering login information into a third party website which captures the information- Malware on your device which has captured the information when entered in-game- Malware on your personal computer which has captured the information when entered on a websiteWe recommend that you ensure both your personal computer and devices used for accessing the game are clear of any potential malware, and that your login information is otherwise not shared or entered anywhere other than the gameWe do not have the ability to determine what device was used for certain actions in the game, and therefore we are not able to decipher one player's actions on an account from anothers.To address your exact request, please understand that we do not have the ability to "roll-back" an accountWe only have the ability to "roll-back" the entire server, and this affects all players and is only used in extreme emergenciesWhen you refer to previous "roll-backs" for exploitation of bugs that sometimes occur in the game, please know that these are manual removals of excess items gained from an exploit, and this process is not automated.With that said, we have limitations to what assistance we can provide in the case of sold championsPlease understand that how we handle these situations are not based on region or ethnicity.Considering all of this, please know that we won't be able to provide a champion restoration for your account's compromiseHowever, if you have any concerns about the security of your account please feel free to write in to us again so that we can help you furtherThank you very much again for your patience with us.Best regards,Kabam Support

Hello,
We appreciate you taking the time to share more about your concerns
In order to ensure the security of our game, we must confirm that we are unable to share exact investigation details that led to the action taken on this accountWe can confirm that this account was permanently banned specifically in regards to account sharing and/or the use of third party applications that alter the mechanics of the game
We reserve the right to make judgement calls based on the severity of the Terms of Service violations we take action on, which means that certain offenses may come with different ban periods and require differing levels of actionThe actions taken and the time-frames are indisputableThis decision is made with the overall health of The Contest in mind, and the level of negative impact your Terms of Service violation may have had on other Summoners that play Marvel Contest of Champions
We are unable to return any items used in-game or return any Units for items that have been used as we are unable to remove the benefits earnedSuch an action could have a negative impact on The Contest and game economyIt is also an action that is against our Terms of ServiceFor further information on our Terms of Service, please see:
***
This account will remain permanently suspended, and we will not overturn this account suspensionAny such actions are considered final
Regards,
Kabam Support

Hello,Thank you for contacting Kabam Customer Support.Our records show that your account has been banned for violating our Terms of Service specifically using third party software to manipulate gameplay In order to ensure the security of our game, we will be unable to discuss the exact
details that led to the action taken on this account.Your account was initially suspended pending further review for a period of hours, however, it was determined that a permanent ban was necessary which is final and will not be overturned Regards,Kabam Support

Greetings ***,Thanks for taking the time to reach out to us regarding the update to Marvel Contest of ChampionsWe appreciate the opportunity to hear your thoughts and provide additional information.If you’re curious about the most up to date features and changes to The Contest, as well
as some valuable and passionate analysis of the new state of the game, please check out the links belowYou’ll also find detailed information about the specific Champion changes, Special Events, bug fixes etcPatch Notes:***Official Game Team Blog:***Ensuring that every Champion, skill and game feature is performing as intended is of the utmost importance in providing the greatest gaming experience Marvel: Contest of Champions has to offerAnd the work is not done! On top of checking out the latest news and information on the recent update, we also have had some important discoveries and discussions about players’ concerns with certain features on The Contest Bug Reporting Thread:***These links represent not only the best place for information on the recent changes, but they also provide some context as to why they were made, as we look towards an engaging, evolving, and everlasting future of The Contest It’s amazing to be able to support a dedicated community of players as passionate as you, and we hope to do so for a long time to comeHowever, allocating any individual compensation for this matter in addition to the community wide compensation we previously allocated is beyond the scope of what we can provide.We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week. Regards,Kabam Support

Complaint: ***
I am rejecting this response because:I would like to mutually come to an agreement to a solution on how we can restore this account because I never used any 3rd party software to my knowledge. Thanks for your time and consideration in handling this serious matter.
Sincerely,
LC

Hello,
Thanks again for taking the time to submit this to case to us
As mentioned previously we are unable to share the exact details that led to the ban on your account to ensure the security of the game, but we were able to verify that your account *** used third party software to manipulate the Labyrinth of Legends, and make the fights significantly easierDue to the severity of this action the the account will remain permanently suspendedThis decision is final and will not be overturned.
Regards,Kabam Support

Initial Business Response /* (1000, 5, 2016/01/08) */
Hello ***,
Thank you for submitting this case to us! If we understand correctly, you have some concerns related to previous tickets in which you reported the unintentional activation of your Dire Shield RunesWe are very sorry to hear
that, but we will be happy to assist you with this issueWe certainly understand the value of these items, and we assure you that we share your concerns
First, we would like to offer our sincerest apologies if your experience with our Support Team was less than favorableWe have located the tickets that you have submitted, and rest assured that these cases are under reviewProviding our players with exceptional service is a top priority for our team, and we do apologize if your experience was unsatisfactory
In the meantime, we do realize that these runes may have been activated due to circumstances that were out of your controlDue to this, we have gone ahead and restored these Dire Shield Runes to your account, along with some Monday Marvel chests as an accommodation for your troubles
While we do apologize as we will be unable to offer a refund of your purchases, as this would go against our Terms of Service, we hope that you find these items helpful in your adventures! You may need to close and reopen the Application before you can view these items! Should you have any other questions or concerns, please feel free to contact us, and we will be glad to help!
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to add that is against the law to hold customers money and by law every customer has the right to claim or ask for a refund if the company doesn't reply and don't sort out the issues in a manner timeAs this happened to me many many many times I would like you to go ahead and issue that refund as that is my right and because your terms and conditions if you read them properly you will actually understand I have the right to get my money back, as a prof for all that happened to me I do have all tickets in my email and it would be really bad image for you, your company ( kabam ) to see how their customer service deals with their customers and to see how they hold onto our moneyThat is why kabam has sold the game to GAEA LTD to get rid of all these negative scores.I would like to add one more thing and this would be my last resort, if there wouldn't be a refund issued in my bank account I will be forced to put it out there on social media and I think your company's CEO wouldn't be so happy about itThanks
Final Business Response /* (4000, 9, 2016/01/26) */
Hello ***,
Thank you for the update! We certainly understand how frustrating these issues may have been for you, but please understand that as the restoration of purchases is against our Terms of Service, we regret to inform you that we will be unable to honor this requestYou can can refer to section for more details regarding Kabam's refund policy
https://www.kabam.com/corporate/terms-of-service
We hope that you understand our position in this matter, and we hope that you have found our resolution in regards to the accidental activation of your Dire Runes satisfactory!
Best regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my money back, I will keep fighting until you guys give my hard worked money back

Initial Business Response /* (1000, 6, 2015/10/26) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any confusion, and frustration you may have encountered with our Crystal systemWe understand how disappointing it can be to have your
hopes set on a specific Champion, or maybe even type of Champion, and be unsuccessful in obtaining itTo help provide context, the Crystal system we use is random within a predefined set of parametersFor instance in the Premium Hero Crystal there is a low chance to obtain a Star, a higher chance for a Star, and an even higher chance to obtain a Star ChampionWhat actual Champion that comes out of the Crystal is completely random with an equal chance at eachThere are exceptions depending on the specific Crystal, such as the specialty Crystals which have a higher chance to drop the featured Champion, or a Crystal such as the Mystic Crystal which will only drop a Champion from the Mystic classThere are factors such as these that can determine drop rates, but we believe that the current system keeps the Star Champions rare, and valuable while also being fair and obtainable for the communityThanks for taking the time out of your day to reach out to us, and we hope that our response was able to resolve your concern
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 8, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Kabam
Let me start by stating that there is no confusion or frustration with your crystal system, that this is a statement that I firmly believe Kabam is manipulating the randomness of "winnings" to encourage further spending and create a level of fairness between paying and non-paying playersThis establishes that the system is not pure chance and the use of the principle of random is a misleading sales practice
In your own response you claim that it is an "equal chance at each hero" while using the crystal system, yet the drop rate for duplicate hero's and hero classes is severely statistically inconsistent with a "random" systemIt is with 95% confidence level that I state the system is not random in the sense that it is "pure chance." While it does contain a random element, the terminology used such as "double chance","win," "random" and "chance" you are making sales claims is misleading as the system restricts aforementioned elements in your favor
Once again present the following events that occurred that have been never addressed by Kabam either through the in-game ticket system or through this *** ***
Kabam offers approximately the same or more heroes than a roulette wheel and therefore a fair comparison can be made to the documented odds of this random system of chanceMy in game experience includes
3* Dr strange was duplicated on successive spins, given all things being equal the odds of successive double zero spin on roulette would equal in
When you sell a 2* champion, on numerous occasions I have won that same champion back on the next successive spinOdds again are greater than in in a random roulette system
On one occasion I "won" a minimum of successive 2* iron fists (odds are greater than in 7500) and had the hero duplicated over times in the course of a year
Through the course of approximately a year I had a majority of "rare 4* winnings" concentrated in out of the hero classesNo matter how many times I tried I never "won" any 4* star heroes in the science or mystic class, and only in the cosmic class, yet I was able to "draw" duplicate 4* hero's twiceThe odds of said event are again statistically improbable in a random system
And Finally, in a week long Alliance Quest period I "won" Tier catalysts, while the members of my 30-person team won a total of at mostThis was not subject to direct "cash consideration" aspect of the crystal system, yet the odds of said event occurring are practically incalculable and it my firm belief that my account was used by Kabam as an "example" account to encourage other users to spend on the Alliance Quest game
My conclusion that given the legal parameters of a game of chance, there was consideration (the money I spent), the crystal system should be constituted as a "pure game of chance" by your own admission as there is no element of skill, and in a random system there should be no efforts to keep a balance of fairness between other players, yet you also allude to such in your previous response to this claim
What would make me happy is a refund of $469.82, which represents 50% of my spending and money that was spent from September and October of
I have presented your company with consistent statistical abnormalities time and time again that prove the system is most likely "rigged" in your favorYour response to my formal *** is nothing more than the same canned response I have received from your customer service via the in game ticket system and you have simply ignored the proof I have sent you with an accompanying statement that the system is randomStating the system is random and proving it are two different things
At the end of the day if I accomplished one thing and publically state that I believe that Kabam is a "stingy" and horrible gaming company that on numerous occasions constantly changes rules as you go along (without disclosure), does not appreciate the money and time of your customers, and provides an in game experience that is pure frustrationI have no desire to ever play or pay for a Kabam game in the future, because you simply create and environment that is not fun
After a year of playing the game I don't feel like I won anything, but feel like I was ripped off
My business has already been lost and will never be recovered
Final Business Response /* (4000, 10, 2015/11/20) */
Hello,
Thank you for taking the time to submit to get back in touch with us
We would like to apologize for any confusion that our previous response may have causedThe Crystal system is not pure chance in the way you have described due to the parameters that we have previously mentioned such as rarity having an impact on drop rate, and specialty Crystals having a better chance to provide the featured Champion among othersWe would like to apologize if there have been any misunderstandings regarding the Crystal system, but ultimately we believe that the current system keeps the Star Champions rare, and valuable while also being fair and obtainable for the community, and a refund for services rendered is beyond the scope of what we can provide in this situation per our TOSFor your convenience we have linked the TOS below this response along with the corresponding textThanks for taking the time out of your day to reach out to us, and we hope that our response was able to resolve your concern
Regards,
Kabam Support
https://www.kabam.com/corporate/terms-of-service
"YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT."
"YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE."
"All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeableBy purchasing Virtual Currency and Site Items (e.gclicking or tapping the relevant purchase button), you are confirming that you want the Virtual Currency and/or Site Item immediately credited to your Account and that by doing so you lose any cancellation rights under applicable laws, including but not limited to the EU Consumer Rights Directive (2011/83/EU) and/or any national laws implementing it"
Final Consumer Response /* (4200, 12, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since Kabam has decided to "quote" their Terms of Service I would like to also quote from Section of this text at this time
"We Both Agree to Arbitrate If we can't resolve our dispute through Customer Service or on our forums, you and Kabam agree to resolve any claims relating to the Terms through final and binding arbitrationThis applies to all kinds of claims under any legal theory
Either of us can bring a claim in small claims court either in San Francisco, California, or the county where you live, or some other place we both agree on, if it qualifies to be brought in that court
In addition, if you or Kabam brings a claim in court that should be arbitrated or any of us refuses to arbitrate a claim that should be arbitrated, the other of us can ask a court to force us to go to arbitration to resolve the claim (i.e., compel arbitration)You or Kabam may also ask a court to halt a court proceeding while an arbitration proceeding is ongoing."
If the matter of a refund is not resolved by the end of the year, I will potentially bring additional legal action against Kabam, under the provisions set forth as I believe that you are the entity that is in breach of contract
In summary I believe you have "rigged the system" and "cheated" me out of money under the assumption I could win "new rare heroes," yet said event is unobtainable under the system you have in place, voiding any contract provision set forth by KabamI have provided your customer service, The Revdex.com and have seen through experience that the game shows statistical proof that "winnings" of any value are virtual impossible to obtain given certain circumstances
(1) Money (ieLegal consideration) was given to Kabam to purchase "2X chance crystals," "Featured Hero Crystals" and numerous other crystals under the marketing and advertising terminology that I was purchasing a random game of chanceI have provided you ample information that demonstrates that what is actually being advertised as a game of chance is most likely a "rigged contest" and database algorithm that prevents players from acquiring heroes that will grow their rating too fast, favors new players and high spendersUnder such circumstances the game is clearly not a game of chance, random or "pure or partial chance" and clearly not a game of skill
(2) It is my understanding of Contract Law that you cannot impose "Terms of Service" or a binding contract that governs "a bet or gamble." The crystals are advertised as a "Game of Chance," yet you refuse and fail to provide any odds or explanation that demonstrates the aforementioned
(3) Your internal stakeholders and marketing of crystals frequently utilizes the operative word "rare" to describe the chances of winning 4* hero'sThis is a broad terminology, has no quantifiable probability of scope attached to it and I have, through game experience, encountered situations that would statistically be impossible under a game of chanceAlmost exclusively each of these situations has almost always provided a "win" that is of the least valuable of all possible outcomesThe failure to define the parameters of rare further voids any "terms of service" or implied contract
In conclusion, if Kabam wants to take my money and tell me I almost exclusively lose a "game of chance" every time during the course of year, I am going to fight you through all legal chances until my money is refunded
My previous correspondence indicated I would settle for approximately half of my spendingIf I am forced to pursue legal avenue to resolve this claim pleased be advised I will seek restitution for my full amount of spending and additional time and costs related to such actions
It's a game that you expect the players to play fair and not cheat, don't make the customer feel like they are being cheated by your companyIt is my belief that if Kabam does not change internally your company is doomed to fail
I believe that I have thoroughly and undeniably proven that your advertising and marketing states the crystals are a game of chance, and this is a misleading statement

Initial Business Response /* (1000, 5, 2015/07/24) */
Hello,
Thank you for taking the time to submit this to case to us
From what we understand you are concerned with your alliance Chaos Theory's disqualification from the Global Greatness SeriesAfter receiving multiple reports we began
investigating your Alliance, and obtained overwhelming evidence that during the competition multiple members of the alliance Chaos Theory were violating our TOS in order to gain an advantageSpecifically the use of third party applications in order to perform actions at an inhuman paceDue to the results of our investigation your alliance was disqualified from the seriesThis decision will not be overturned, and we suggest that you remove yourself from the alliance if they continue to exploit the game, and violate our TOS
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support

Complaint: ***
I am rejecting this response because: Kabam has not provided any proof as to their ban, I completely reject this response A customer that spends money with you should be provided with proof of their claim Provide proof or reinstate my account, or provide a full refund of all money spent
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/23) */
Hello,
Thank you for taking the time to submit this to case to us
We would like to first apologize for any disappointment your previous contacts with our Support Team may have causedWe are always improving the support we provide to our
players, and take feedback seriouslyIn regards to your original concern we wanted to provide some additional contextIn the event that your device does crash the data in most cases is stored on our servers, and will not be lostThere is some data that is stored locally on your device, but when a player opens a Crystal the data is stored on our servers to ensure that whatever prize the player was intended to receive is supplied to their account
After reviewing your account we were able to verify that the Crystals you opened prior to contacting us did not contain a Star MsMarvelDue to the results of our investigation it was determined that allocating the Champion to your account was beyond the scope of what we could provide in the situationWith that being said since we understood the situation was frustrating for you, and did provide a few extra Daily Crystals to your account as a showing of good faith
Again we would like to apologize for any confusion, or frustration that our previous correspondences may have caused, but after double checking your account we were able to confirm the results of our initial investigation, and will be unable to provide any further accommodations for this matter
Regards,
Kabam Support

Hello,Thank you for taking the time to submit this to case to us.Our records indicate that your account has been banned for violating our Terms of Service, specifically in regards to account sharing and/or the use of third party applications that alter the mechanics of the gameIn order to ensure
the security of our game, we will be unable to share exact investigation details that led to the action taken on this accountFor further information on our Terms of Service, please see:***The account will remain permanently suspendedThis decision is final and will not be overturned. Regards,Kabam Support

Initial Business Response /* (1000, 5, 2016/01/12) */
Hello ***,
Thank you for submitting this case to us! If we understand correctly, you have some concerns related to previous occurrences that may have affected the overall balance of the Hobbit: Kingdoms of Middle-earth, and we will be
happy to address these mattersThe integrity and the balance of our realms are very important to us, and rest assured that these are issues that we take very seriously
First, with regards to the Mighty Monday Mystery Chest Sage Tower Exchange issue which occurred in June of 2015, we would like to apologize for any inconvenience that this may have causedWe do realize that a discrepancy with the exchange event may have provided players with an opportunity to acquire these Mighty Monday chests at a rate much higher than what was intended, but please understand, however, that as our team was able to quickly identify and act on this matter, we do believe that we were able to minimize the effects of this issueDue to the quick response of our players who reported this matter to us, and the quick action by our Game Team, we do believe that the issues that could have potentially created a long term imbalance were avoided!
Next, with regards to your inquiry related to the Sapphire Gem VIIIs, we would to confirm that our team did perform the removal of these Gems soon after the issue with the item's drop rate was discoveredWhile we did perform the removal of these items in several different trials, we would like to assure you that this matter was ultimately resolved by September 22ndPlease understand, however, that due to the nature of the issue, we did choose to allow players to keep upwards of 2x Sapphire Gem VIIIs, as we did believe that this was the fairest accommodation for the players directly affected by this issueWe hope that this information has helped to bring some clarity to this matter
Finally, with regards to the your request for a refund of your purchases, we must inform you that we will be unable to honor this request as this action would be against our Terms of ServiceYou can can refer to section for more details regarding Kabam's refund policy
https://www.kabam.com/corporate/terms-of-service
We thank you for your patience and understanding
Best regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Firstly thank you for taking the time to respond
The sage tower glitch was a massive mistake and it wasn't handle the correct wayI had just spent a massive amount to get the level gems that where at the time still rareThen I wake up to the news that players in my ally were able to get the same gems through a glitchCatching something and fixing it are two different thingsFixing it would have been either taking all the items back or making the trades available to everyoneNeither were done and was a slap in the face to myself and many other players who spent money to get the items
Next the lvl gem premium glitch I know for a fact the gems were not removedPlayers in my alliance got them and they were never taken backPeople talk in game and on line and discuss these thingsWhile they might have taken some back I can assure you that it wasnt everyone and nobody in my alliance had them removedOnce again catching something and correcting something are two different thingsYes they fixed the glitch but long after players were able to acquire another extremely expensive item than myself and others just got spending to acquire
I really am at a lost hereDo you as a company have no morals or even consider what it's like for us players/customers to be treated in this fashionIt's basically something is extremely valuable one day then a glitch happens and it's like oh well sorry but not really
To top all of this off the players that acquired these items got them for free! Do you not see how wrong that is? If they would have been taken back then yes I wouldn't even care because that would have made everything right or if every player would have gotten the same trades then same thing fair enoughBut no the players who were awake were able to capitalize on the glitches
To add to my initial complaintsKabam allows players to break TOS religiouslyWe sat and watched players for almost a year break TOS by using third party software to acquire in game currency using auto softwareNow players are using another 3rd party software to basically do every function in the game including aquiring the same currency again that you all moved to allegedly was impossible to do
You know I'm not asking for much I'm basically asking for what I've spent back from the time these things effected my feelings towards the gameI've played supported this game for years and have been a loyal customerThey way I have been treated over the last six months has absolutely unfairI seriously don't understand how a company can treat their loyal customers who have spent and supported them since the start of a game in this manner
Final Business Response /* (4000, 11, 2016/01/26) */
Hello ***,
Thank you for the update! We realize how frustrating it may have been to have invested your time, money, and effort into acquiring these rare items, only for them to become more readily available due to unforeseen issuesIn these specific instances, however, we do feel that the appropriate actions were taken by our Team in order to minimize the long term effectsRest assured that we will be doing our best in order to prevent these types of issues from occurring in the futureIn the meantime, however, while we do apologize as we will be unable to offer a restoration of your purchases as you have requested, as a special courtesy, we did provide your account with a package of itemsWe hope that you find these items helpful in your adventures
Best regards,
Kabam Support
Final Consumer Response /* (4200, 13, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Typical responseI'm guessing you didn't read those threads from your games forumHow we were lead to believe that the sage tower and gem glitches were still being looked into for months mind youA few tokens in a game that has been ruined by inflation and rigged events doesn't make up for all let downs and items that I personally spent a great deal of money on to obtain only to see it given away through a glitch for nothing
Do you really not see things for your customers perspective?
How would you yourself feel if this happened to you with anything? It wasn't a one time thing eitherFor a company that sells nothing but virtual items you'd think they take a bit more pride in them and actually take into account the customers aspect of the game

Initial Business Response /* (1000, 5, 2015/12/01) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any frustration that this instance may have caused youWe were able to verify that there was an issue with your account during the
timeframe of this event, and on that note we have provided those Milestone rewards to your account without any further delayHowever, in regards to the Star Elektra we have no way of adjusting player win streaks or guaranteeing certain outcomes would have resulted from events had players not run into issuesWith that in mind, it is difficult for us to allocate prizes based on outcomes that may have happened, or alter the results of the event as they have been recordedWith that being said allocating the Star Elektra Ranked Reward is beyond the scope of what we can provide in this situation
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not seen the rewards appear in my account as noted in the response (I restarted the application to confirm)In addition, my *** is based on the fact that the response was not timely and therefore, I was not only locked out of competing in the timed event, but had to spend an inordinate amount of time attempting the various "fixes" that the customer service department suggested (namely, deleting and reinstalling the game)Therefore, I do not feel it is a large assumption to think I would have placed high enough to receive the prize given to the top tierThere is no technical reason this could not be added to my account
Final Business Response /* (4000, 9, 2015/12/10) */
Hello,
Thanks again for taking the time to submit this to case to us
As mentioned previously it is difficult for us to allocate prizes based on outcomes that may have happened, and though there is no technical limitation in providing the Ranked rewards to your account, it would be unfair to the rest of the community that participated in the Arena to do so, therefore providing the Ranked rewards to your account is beyond the scope of what we can provide in this situationIn regards to the Milestone rewards provided to your account we were able to verify that the following was provided to your account as of Tue Dec 17:16:UTC
- Units
- 4,Battle Chips
- 8,Gold
- 3,Premium Hero Crystal Shards
Due to the fact we were able to verify the correct rewards were provided to your account allocating any additional rewards is also beyond the scope of what we can provide in this situationWe appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel that the company's poor handling of my original *** (by stalling and not addressing the issue until the next event had started) and the excessive amount of personal time I had to expend to address the standard "fixes" (restarting app, restarting device, checking different devices, removing and re-installing app) are worth in-game compensation above the standard milestone rewards the company states it provided to my account (this is difficult to verify on my end...I thought the company would send them via a message, but they contend they merely added them to my totals)I still feel the 3-star Elektra that I was attempting to earn through gameplay is adequate compensation, but I should at least receive a 3-star crystal above and beyond the milestone rewardsUp until this particular arena, I had regularly competed in 3-star events and normally posted 600k+ scores, earning the championThat was my intent again on this event and I had already set the initial pace to match these scores, but was locked out of the event due to technical difficulties

Initial Business Response /* (1000, 5, 2015/12/15) */
Greetings,
Thank you for taking the time to submit this case to us
We understand that you have noticed charges on your account that you believe to be unauthorizedOur recommendation is to contact your credit card company to replace your
card and to report the fraud
Thank you for your time and patience
Regards,
Kabam Support

Thank you for taking the time to submit this case to us,
I regret to inform you that while Kabam did once own the property you are having issues with (Hobbit: Kingdoms of Middle-Earth) we have since sold that property to *** *** a couple years agoAs such we do not have any control over the
game or it's support anymore
In order to receive the support or assistance you need please contact *** ***:
***
We hope this helps you get the assistance that you need
Kabam Support

Initial Business Response /* (1000, 5, 2015/06/15) */
Greetings,
Thank you for taking the time to submit this case to us
We would like to first sincerely apologize for any inconveniences that this issue has causedWe became aware of the servers being down during the weekend and worked as
quick as we could to get them back up and running
During this time we had discussions with the game teams about how this affected the player base and what we could do to help you outBased on these discussions the game teams came up with a compensation package that would be granted to those affected on servers 4, 8, and Aside from this compensation package we are unable to grant anything further as it would unbalance the gameplay
As for your request of a refund for everything that you have sent in this game, we will unfortunately have to deny this requestAs per our TOS (linked below), we do not issue refunds
https://www.kabam.com/corporate/terms-of-service
Specifically this topic is covered in sections and
"YOU ACKNOWLEDGE AND AGREE THAT YOU ARE FULLY LIABLE FOR ALL FEES AND CHARGES MADE THROUGH YOUR ACCOUNT.YOU ACKNOWLEDGE AND AGREE THAT THERE ARE NO REFUNDS FOR FEES AND CHARGES MADE THROUGH YOUR ACCOUNT."
"YOU ACKNOWLEDGE AND AGREE THAT VIRTUAL CURRENCY AND SITE ITEMS HAVE NO CASH VALUE AND THAT NEITHER KABAM NOR ANY OTHER PERSON OR ENTITY HAS ANY OBLIGATION TO EXCHANGE YOUR VIRTUAL CURRENCY OR SITE ITEMS FOR ANYTHING OF VALUE, INCLUDING WITHOUT LIMITATION, REAL CURRENCY, AND THAT, IF YOUR ACCOUNT IS TERMINATED, SUSPENDED OR OTHERWISE MODIFIED OR IF YOUR RIGHT TO ACCESS THE WEBSITES AND/OR SERVICES IS TERMINATED, THE VIRTUAL CURRENCY, SITE ITEMS AND YOUR ACCOUNT SHALL HAVE NO VALUE"
"All purchases of Virtual Currency and Site Items are final and under no circumstances will be refundable, transferable or exchangeable."
Based on these passages, as well as other sections of the TOS, we are unable to grant you a refund
Again we would like to sincerely apologize for any inconvenience when the servers were down and assure you that we will be working to keep issues like this from arising again
Sincerely,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not going to sit there and read the entire TOS but surely somewhere in there it says your company must provide the service I agreed toThe game has been out for quite a while and seems to be getting worse as far as bugs, glitches, and unplanned outagesIf that's not in your TOS then this might be considered a lemon under the Lemon LawI should be able to get a refund for spending on a game that is advertised as finished but clearly isn't and there isn't enough of an attempt by Kabam to fix it
Final Business Response /* (4000, 9, 2015/07/08) */
Greetings,
Thank you for getting back to us on this
We would like to assure you that any issues currently going on with the game are being investigated by our developers and they are working on resolutions as fast as humanly possibleAdditionally if you are still having issues accessing the game like players had about a month ago please submit a ticket to our support team and we will gladly look into why you are still having issues accessing the game and most other players have since been able to access again and play
Additionally we would like to point out that Lemon Laws only apply to purchases of Consumer Goods which have a WarrantyOur application is a free to download for anyone, and within our TOS we state:
"Disclaimer of WarrantiesTHE WEBSITES AND THE MATERIALS, INCLUDING WITHOUT LIMITATION ANY PRODUCTS OR SERVICES OBTAINED OR AVAILABLE THROUGH THE WEBSITES OR ANY THIRD PARTY PLATFORM, ARE PROVIDED "AS IS" AND WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED."
Based on this section of the TOS our application does not fall under the Lemon Law and we are not obligated to grant you a refund of your purchases made within the game as covered by the sections we previously covered with you in our TOS
As it stands, we are sorry to hear that you are still having issues accessing the game and do implore that you contact our support team via our ticketing system as soon as possible if you are still unable to login to the game
Sincerely,
Kabam Support

Complaint: ***I am rejecting this response because: This is still a canned response and doesn't begin to address my complaintThe ad clearly says X at the topThe ad also says I will get times the value if I collect all daysThere are no other offers or values mentioned in the ad, so how am I supposed to take it as anything other than times 2550? Please see the attached screen shot to verify what I am sayingKabam has yet to aknowledge the wording of their own offer.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/02) */
Hello,
Thank you for taking the time to submit this to case to us
We would first like to apologize for any confusion that this matter may have causedAfter reviewing your account a second time we were able to confirm that your city was
not under protection during the attacksYou initially applied a hr Rune of Protection on 2015-06-03:02:UTC, and the Rune of Protection expired on 2015-06-15:02:UTCThe confusion appears to be coming from the fact that you did not activate another Rune of Protection for roughly hours after your first one expiredThe second Rune of Protection you activated was at 2015-06-22:59:UTC, and the battles that resulted in troop loss were from 2015-06-22:54:UTC till 2015-06-22:56:UTC
Due to the fact that we were able to verify that your Protection Rune did last all hours, and the attacking players also lost Might in these battles allocating the lost Might to your account is beyond the scope of what we can provide in this situation
We understand that this may not have been exactly what you were hoping for when you contacted us, but we hope that this explanation has helped resolve your concernThanks again for taking the time out of your day to get in touch with us and we hope that you have a great rest of your week
Regards,
Kabam Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know I immediately applied new protectionKabam is well known by players to NOT take care of the issues or ever admitting they are wrongIts always the players fault when the game glitches and they make up excuses and lies to cover it on their endYou've lost a spender and I will not be wasting more money on this gameI will just enjoy it for free with my in game friends
Final Business Response /* (4000, 9, 2015/07/15) */
Hello,
Thanks again for taking the time to contact us
We would first like to apologize for the disappointment that our previous response may have caused, however, after triple checking your account we were able to confirm that your city was not under protection during the attacksDue to the fact that we were able to verify no in game error caused the Might loss, and because other players also lost Might attacking your city allocating the 85m Wall Troops is beyond the scope of what we can provide in this situation
We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week
Regards,
Kabam Support
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't give me wall troops but they gave me million ttroops, no nearly enough replacement the troops I lost in errorWhy give me any replacement if there wasn't an error on their part?

Check fields!

Write a review of Kabam, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Kabam, Inc. Rating

Overall satisfaction rating

Address: 795 Folsom St. STE 600, San Francisco, California, United States, 94107

Phone:

Show more...

Web:

This website was reported to be associated with Kabam, Inc..



Add contact information for Kabam, Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated