Kabam

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 Grizzlies 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 overturnedRegards,Kabam Support

Initial Business Response / [redacted] (1000, 6, 2015/07/31) */ Greetings, Thank you for taking the time to submit this case Unfortunately Kabam itself does not support the Game you are having issues withBut we have contacted Ron your behalf and they have agreed to work with you on a resolution to your concerns in their ticket #XXXXXX They may have already contacted you by the time you receive this response Please work with them through this ticket Regards, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response I have received dated August 3, is different from what you have received on July 31, Please see what they have sent me regarding this complaintIt appears that they do not want to honor what the system stated I receivedI stand by my last submission in where their system has advertised to me and the entire game that these items were won yet I have not receivedIf I hear further from them and they resolve this to my satisfaction I will advise but as it stands currently, I have not received satisfactory resolution thank you see email from them below; AUG 03, XXXX XX:XXAM CEST David replied: Greetings [redacted] , The Rewards section of the Voodoo Urn shows which rewards you have wonAs you received all of the rewards that you were notified of in the Rewards section and they correspond to the number and type of rewards you should receive, we cannot send you additional prizes We understand that it is inconvenient to see an announcement that you were a winner of an additional rewardHowever, we cannot send you the AdvMahra as these items were not shown in the area where your rewards are announcedWe apologize but the balance of the game is easily interrupted and fulfilling your request would upset that as it would be unfair to all of the other players that participated in the event We have alerted the developers that this error in the Lucky Winners section occurred and we sincerely hope that they are able to prevent this type of problem from happening again in the future Again, we are sorry for the troubleThank you -The R2Games Team Final Business Response / [redacted] (4000, 13, 2015/08/21) */ Greetings, Thank you for getting back to us on this matter After speaking with the game teams about this issue as well as reviewing your correspondences with the Rsupport team we have been able to conclude that the window you witnessed which reported you had won additional items was unintentional and a bug within the game The game teams have been alerted to this bug and will be working immediately to prevent it from happening again As the window you saw was not the intended prizes you were to win based on a bug, and the game teams confirmed that you had been awarded everything that you were supposed to win we consider this issue fully resolved Kabam and Rboth sincerely apologize for any confusion of frustration that this issue has caused Sincerely, 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: [redacted] Due to the results of our investigation the account will remain permanently suspended/ This decision is final and will not be overturnedRegards,Kabam Support

Complaint: [redacted] I am rejecting this response because: Kabam once again is giving a canned response and not addressing my specific issuesMy issues are as follows: Kabam has kept referring to another offer associated with their Premium Daily Card, but there is no other offer mentioned in the wording of the offerThere are no other numbers mentioned or referred to than what are listed in the offer Because of above reason, x can only mean How am I to take that as something else if no other numbers or offers are mentioned? To reinforce the above point, Kabam has stated at the bottom of the offer, "3X the value when you collect your rewards every day!"How is this supposed to be taken if there are no other numbers or offers listed in the Premium Daily Card offer? Kabam has yet to even acknowledge that this wording is in their offer, genericly saying that they think the offer is understandable without stating the actual wording of their offerTheir reply means nothing because it doesn't state any actual numbers or support their statement in any wayPlease, once again, see the attached offer screenshot to verify all that I am saying I know you can't force Kabam to do anything, and I realize now that Kabam is not going make right what is clearly a fraudulent and misleading offer, so I am not expecting anything back at this pointHowever, there is no way Kabam deserves an A+ rating with the [redacted] when they have had so many complaints against them and an overwhelming majority of their reviews are decidedly negativeKabam has in no way addresed the issues I listed above and their rating should reflect thatYou should also make it clear that they refused to address the issues of my complaintPlease do what is right Sincerely, [redacted] ***

(The consumer indicated he/she DID NOT accept the response from the business.)They are flat out lying when they said "providing any compensation for this matter is beyond the scope of what we can do in this situation." Just a few months ago when this glitch/crashing started happening they would compensate us by giving us the health potions equivalent to what we lostThat's why we take screen shots and submit them the trouble ticketsSo for them to blatantly lying saying that they cannot provide compensation for the loss of health due to their games glitches and documented failures, is unbelievableThey are a multi million dollar company they we pay or entertainment and they can easily add the correct number of potions to anyone's account to compensate us for loss of health due to their programming errors, especially since we pay hard earned money to buy these potionsThey should be held accountable for thisI still want the equivalent potions for my lost health credited to my account.Also a key note is that when this started they did some kind of programming where you wouldn't lose half your health if the game crashed, but someone took advantage of this by pausing the game and ending the session when they knew they were going to lose and could restart the matchThey were losing money on this fix because someone put it on [redacted] and then word spreadSo they put the crashing = half health loss problem back in the gameThey are very aware of the problem and they try to say its our service/connections is just a ploy to not honor something that is their faultI have excellent everywhere in my house so it is not on my end it is all on their end as you can see from their message boards and through various other sitesIts getting pretty bad when things happen to you in this game and you talk about it with other people and they reference your troubles and getting KABAMED which means getting screwed over

Initial Business Response / [redacted] (1000, 6, 2016/01/08) */ Hello, Thank you for taking the time to submit this to case to us We would first like to apologize for any frustration regarding how Star Champions were released as this was certainly not intendedStar Champions are very strong, and as the game progresses will become even stronger, and initially we had planned on releasing the Champions in Arenas after a few weeks of releaseHowever, after reviewing the community feedback it was evident that the vast majority of the community were concerned with their introduction to Arenas so soonDue to this we decided that it would be best to wait a few months before releasing the Star Champions in the Arenas to give players ample opportunity to achieve themWith that being said the Champions were still strong and useful to early adopters as they could be used in any new Event Quests, and Alliance Quests As for the sell of your Champions, though we are sorry to hear that the decision you made to sell the Champions did not pan out exactly as you were hoping for this was ultimately a decision that you as a player madeWe added Star Shards to the items players would receive for selling their Star Champions, but we did not intend for players to sell their Star Champions as the main way to achieve Star ShardsWe wanted it to be an option for players that had an excess of Star Champions that they were not using, or if they needed a bit extra to make that final push, but overall it is significantly more beneficial to receive the Shards from various events, or by duplicating Champions rather than selling themWith that being said the strategies players decide to implement in the Contest are ultimately up to them to make, and as such providing any compensation for a decision even if it did not pan out 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 / [redacted] (3000, 8, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have invested too much into this game to be provided with informationThere was never a statement made that star champions would be delayed in use for arenas longer than a couple weeksYou just now informed me of thisI made a decision based on the information that was originally providedI find it poor customer service to not allow exchange or refund as most businesses offer if a product is defective or the customer is not satisfiedI feel you could do something to alleviate this issue, but you choose not toI lost a lot and you gained a lot from meMy current gameplay is drastically affected in a negative wayI cannot play as I was once able toI lost good champions, rare champions I worked hard to get including the Realm of Legends champions that I can never get againI spent a lot of time ranking and upgrading these champions to be competitive in the gameI chose to sell them believing the star champions would have more value, but I feel I was scammedI get it, you don't want to budge and I don't want to lose, so there must be a way we can reasonably solve this issue and both be happyConsider all I have invested, look into my account and you can see it for yourselfI should not be in a position of which I am crippled within the gameI should have a lot more to show for my time and investmentI believe you were not straightforward with your explanation of the value and usability of star championsMaybe they were introduced too soon, or maybe there should have been a better way to acquire themI just want what I deserve in this situation, at least a fair compromiseIt would be better if I could have even chosen the stars I wanted, not just received random champions.You would think that as hard as it is to get these champions we players would have some choice in the matterI would have liked Ronan, because I am now without my star Ronan I worked hard to win in the Realm of LegendsWith only champions available my odds were 25% and of course I lost the gambleYou are a big successful company making millions of dollars and I am just one person who wants to enjoy what I put into your gamePlease consider doing the right thing Final Business Response / [redacted] (4000, 10, 2016/01/22) */ Hello, Thank you for taking the time to submit this to case to us We would like to once again apologize for any frustration that this matter may have caused you, however, we did not announce a set date on when Star Champions would be usable in the Arenas, in fact we responded to the following question on the announcement thread "So there will be arenas held for them soon?" with "There are currently no plans to run Arenas for 5-Star Champions."The context provided in the previous response was to help you understand the decisions we made, but as mentioned previously providing any form of compensation for an intended decision to sell your Star Champions is beyond the scope of what we can provideFor additional context we have provided the link to the forum post and response below this email 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 http://community.kabam.com/forums/showthread.php?XXXXXX-X-Star-Champions/page

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 EBAHused 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 overturnedRegards,Kabam Support

Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Hello [redacted] , Thank you for submitting this case to us! Upon further review of this matter, however, it does appear that this may be a duplicate issue that is currently being addressed in [redacted] CASE#: XXXXXXXXWe ask that you please refer to [redacted] CASE#: XXXXXXXX for further assistance or if you have any additional inquiriesWe thank you for your patience and understanding! Best regards, Kabam Support

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Greetings, Thank you for taking the time to submit this case to us We would like to sincerely apologize for any confusion or frustration that this issue has caused you After investigating your account further (the KOM account registered to the email address [redacted] @hotmail.com) we were able to determine that your account was temporarily suspended from the game for the use of a 3rd party applicationThis goes against our TOS and will not be tolerated We apologize for the way in which your tickets were handled previously on this matterWith the recent increase in suspensions/bans for activity such as this we are reviewing our current process on how support will handle these tickets If you have this issue in the future, which hopefully you do not, you will be informed as to what behaviors you were affiliated with in order to cause the actions on your account Again we apologize for any confusion we caused and assure you that we are always working to improve our services Sincerely, Kabam Support

Hello,Thank you for taking the time to submit this to case to us.To help provide a bit of extra context we use an automated system to help filter our chat, and while this is highly accurate most of the time it is possible for a player's chat to be flagged as a positiveThis is especially true of players that are recruiting for their Alliance as this comes off to the system as spamWe would like to double check your account to ensure you were not affected by a positive, however, with the information provided thus far we have been unable to locate your accountIf you could please provide your player name we would be more than happy to investigate this for you As a final note, though we can continue this correspondence here it will be significantly faster to contact our Support department though the in game appI have gone ahead and provided instructions below: - From the home screen click on the cog at the top left to get to the settings menu - At the bottom left you should see a green button labeled "Support" click on that and it will bring up our Knowledge Base - Click on the article that best suits your issue (in your case any article will do) - At the bottom of the page there will be a button labeled "I need more help", please click that button - From there click on the "Contact Support" button located at the bottom of the page - Fill out the requested form and then click on the "Submit" button at the bottom of the page - From there we will get to your case as soon as we can! We appreciate you taking the time out of your day to contact us and hope to hear from you soon, until then please have a great rest of your weekRegards,Kabam Support

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Greetings, Thank you for reaching out to Kabam Support in regards to the recent issue you experienced in game when attempting to purchase currency packages We apologize for any inconvenience this issue may have caused youWe have investigated your account and our records do show the two packages purchasedUnfortunately it also appears that you have already spent the currency from these packages on Premium Hero Crystals which have also already been opened and applied to your accountSince the currency from the mistakenly purchased package has already been spent, and the items open and applied, we will be unable to refund you this purchase We apologize for any confusion, but thank you for your patience and understanding Best regards, The Kabam Team

Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ We are unable to verify any item missing from inventory, if player can confirm specific item missing, we would be more than happy to further investigate

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Greetings, Thank you for taking the time to submit this case to us After looking through our ticket system we have not received any tickets from the email address [redacted] @gmail.com Please reply back to us with which game of ours you player, the email address you have registered to that account (or the email address you use to contact us) and we will look into this matter further to uncover any further information regarding the standing of your account Regards, Kabam Support

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Hello, Thank you for taking the time to submit this to case to us We would first like to apologize for the confusion that this matter may have caused, and after reviewing your account it does appear that you did indeed leave the Alliance during the eventIn order for players to qualify for Ranked rewards they must not leave the Alliance from the time it begins until the end of the payoutThis is not an issue with the system, and is intended to ensure the integrity of the eventsOn that note allocating the rewards to your account for this event is beyond the scope of what we can provide in this situationIn the future we do highly advise ensuring that you and your fellow Alliance members remain in the Alliance for the duration of the payout as well as the event so unfortunate situations like this do not occur again in the futureWe understand that this is not always possible, however, the more times it can be avoided the better for you and your Alliance We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week Kind Regards, Kabam Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the communication with their representatives that mention their system is flawed, and regardless of that I was deprived of items rightfully mine at no fault or previous knowledge of my ownThey refuse to provide anything to rectify the issue and offer only apologies as they continue to rip people offUnacceptable Final Business Response / [redacted] (4000, 9, 2016/01/07) */ Hello, Thank you for taking the time to get back in touch with us We would first like to once again apologize for the confusion that this matter may have causedAs mentioned in our previous response this is not an issue with the system, and is intended to ensure the integrity of the eventsPlayers that do not stay in the Alliance for the entire duration of the event are disqualified from ranked prizesWith that being said allocating the rewards to your account for this event is beyond the scope of what we can provide in this situationIn the future we do highly advise ensuring that you and your fellow Alliance members remain in the Alliance for the duration of the payout as well as the event so unfortunate situations like this do not occur again in the futureWe understand that this is not always possible, however, the more times it can be avoided the better for you and your Alliance We appreciate you taking the time out of your day to contact us and hope that you have a great rest of your week Kind Regards, Kabam Support Final Consumer Response / [redacted] (4200, 11, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Despite them saying it is not a flaw if someone can soend thousands of dollars and though no fault of their own be deprived of the expected and deserved rewards from that money it is a flawKabam has shown time and time again all they care about is money and they screw over their customers constantlyThe fix would be easy and doable, replace the units spent for that AQ, the transactions have been relayed to them via my dispute with my banksI have spent thousands of dollars and only ask for the few small transactions involved in this particular issueIt should be very evident to everyone the lack of customer service and overal apathy for customers that Kabam hasHorrible

Complaint: [redacted] I am rejecting this response because: Contacting Support is indeed uselessI recently had a ticket, emails conversation with your support and the only thing I received was template replies and when I requested a manager or someone that has a brain to actually try to understand my complain and issue my tickets were just closedI’m not sure how you expect to receive information from us like thisFurthermore, each agent provided incorrect and contradictory repliesI DESERVE comesation for the HORRIBLE service you provide and the flawed game you give usI don’t mind to open Revdex.com cases for each issue I encounter until I get corresponding compensation because your customer service is as useful as a house made of toilet paperSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Hello, Thank you for taking the time to submit this to case to us There are several in-game factors which determine the drop rates of Champions, such as Specialty Crystals containing a greater chance at the featured Champion, Class Crystals only providing Class Champions, ectWe believe that our system keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued itemsWe also wanted to mention that though the featured Crystals indeed have increased chances at obtaining the featured Champions the difference may go unnoticed depending on the sample sizeIncreased chances does mean that it is much easier to obtain the featured Champion, however, it is still possible to have a bit of bad luck and not obtain the ChampionWith that being said providing a refund for services rendered is beyond the scope of what we can provide in this situation per our Terms of Service which has been linked below for your convince 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 https://www.kabam.com/corporate/terms-of-service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is the same pr response that has been given to me beforeThey promote gambaling so that they can make as much money as possibleThier business practice may be not be illegal but it is unethicalThey treat thier customers like work horses and when you have a disagreement with them they ignore you buy handing out these pr responses instead of actually trying to make the customer happyI spent 1200+ plus dollars and telling me it's bad luck means they rely on gambaling practices to make income on the gameThese practices are even illegal in some states which nullify Thier TOSI belive in the brand but not the company who is trying to milk as much money as possibleI spent a lot on this game and should not be treated as if I am asking somthing for freeI invested in this company and if they want to continue treating Thier customers this way, they will create an enemy and I will go after the company untill they fix thier business or they shut downI understand they need to make money but they have no right to treat Thier customers as disposable objects they have rights, ethics, and moralesWhich this company clearly lacks.if they continue giving these thoughtless responses and do not settle or give what I asked originally which is the charecters promised I will file with the federal trade commissionThier Chief financial officer has been indicted in the past and was released on technicalities and I am sure the FTC would like to check up on him to see how he is doingIf kabam keeps sending response like this and treating thier customers like disposable income I will make sure there will be war with the public and goverment(I mean non violent war by turning them in to various agencies, so please do not take that as a physicall threat which you acuse your customers all the time so you don't have to deal with them.) Final Business Response / [redacted] (4000, 9, 2015/12/23) */ Hello, Thanks again for taking the time to submit this to case to us Again we would like to apologize for any frustration or disappointment that the Crystal system may have caused, however, we do believe the current chances for Star, and featured Champions keeps a strong balance of offering an opportunity to win while maintaining the rarity and integrity of those valued itemsFor instance if Star Champions were easy to obtain there would be no value in having them because everyone would have Star ChampionsThis is the same reason players are not excited about obtaining a Star Champion, because the Champions are so common that each player has themAs mentioned previously providing a refund for services rendered in this matter 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 [redacted] Response Date bumped because: Holiday

Complaint: [redacted] I am rejecting this response because: I want to know when my account will be unsuspended? I also want it to be playable again as you have and refused not to provide proof I did anything wrongWill you please unsuspend the account? I would accept this and we can move on playing the gameIt's a better solution to keep arguing and your business receiving another negative ratingI also will not mention to anyone the account has been unsuspendedDo you agree to reactivate the account so it's playable again? Sincerely, [redacted] ***

Dear Kabam, In your reply you are contradicting yourselvesYou state that you don’t have the ability to roll back specific accounts however you also state that the assistance provided to some players was handled manually, this means that you CAN do a roll back or do specific account actions Furthermore, you claim with an iron fist that access to my account was gained due to me sharing my account details with someone and not by hacking of your serverClaiming such allegations without proof (because you haven’t provided it for EITHER case) is very serious and you are basically stating that I’m in violation of your terms and conditions, doesn’t the law say that any person is innocent until proven otherwise? Given that you are unwilling to cooperate with a long time user and provide me my heroes back I know what you CAN do since this was stated by agents on my email correspondencePlease provide me back ALL the signature stones, awakening gems and items I had as well as additional [redacted] awakening gems and [redacted] awakening gems since I’ll start to restart my journey in your game due to your lack of customer support and assistanceI would like a Skill [redacted] awakening gem or a universal one if possibleAlso, I would request enough [redacted] and [redacted] crystal shards to open at least crystals of each to take my account a step forward I’d appreciate this help at leastComplaint: [redacted] I am rejecting this response because:Sincerely,Tzion [redacted]

Initial Business Response / [redacted] (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 frustration that this instance may have caused you, and we want to let you know that as we move forward we will do our best to... ensure that this does not occur again. On that note as soon as we realized the Sage Tower trade was misconfigured we took the actions we believed to be best for the community at the time. This included removing the incorrect Sage Tower trade in, removing chests obtained from the Sage Tower trade, returning spent Tournament Coins to players, and we did our best to apologize to the community by providing an explanation of the error, and a lucrative compensation chest to all affected players. After reviewing your requests we have determined that amount of chests you are asking for is beyond the scope of what we can provide in this situation. With that being said we understand that this situation has not been ideal for you, and would like to do our best to assist you as much as possible. We have provided an additional 200 chests to your account on world 221 in addition to the chests already provided by our Support Team. 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 / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company error awarded a substantial amount of players with 10,000 chests at absolutely no cost, as they returned the coins that were used to trade for these chests. As was stated before, this provided those players with a huge advantage and amounted to granting them nearly $3000.00 in game content. Awarding me 200 chests as "hush-money" is insulting. It's not a fair compensation in any way, shape, or form as it still results in a gulf of 9,750 chests. Additionally, it does nothing to help return balance to the game, as it grants nothing at all to the rest of the player base that was affected by this mistake. Final Business Response / [redacted] (4000, 9, 2015/07/24) */ Hello, Thank you for taking the time to submit this to case to us. We understand that this matter was frustrating for all players, and we empathize with that frustration. As soon as we were aware of the mistake we did our best to resolve it in a way that was both fair community, and healthy to the game. We understand their were some outliers that received more than they should have, however, in order to ensure that the rest of the community was not punished for the mistake we took the actions that we did. Moving forward we will be working on precautions to prevent mistakes such as these from occurring, and practicing ways to better resolve them when they do occur. As mentioned in our previous response allocating 10,000 chests to your account is beyond the scope of what we can provide as we do not want to further compound this issue. With that being said we would like to help you out as best as we can, and have allocated an additional 100 chests to your account. However, this is the most that we can provide for this matter. 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 / [redacted] (4200, 11, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response to the issue was not "both fair to the community, and healthy to the game." Additionally, there were not "some outliers that received more than they should have," these "outliers" as you call them represent a substantial portion of population of game players and this issue has created a massive imbalance. It's clear, by the amount of current spending promotions that are running that this was a deliberate act to try and boost spending. This is unethical. The previous promotion that a number of players took advantage of should be reinstated for the entire game population, excluding those who you already gifted it to. That is the only fair and healthy resolution. As for your suggestion that providing one additional player with the advantage that you previously gifted thousands of players with, would "further compound the issue;" that's laughable and is an admission on your part of just how much of a devastating effect the "mistake" made on the game, that providing it to one additional person would further compound the issue. Regards.

Initial Business Response / [redacted] (1000, 5, 2015/12/19) */ Greetings ***, Thank you for submitting this case to us! If we understand correctly, you have some concerns related to the disappearance of items from your Hobbit: Kingdoms of Middle-earth accountWe are very sorry to hear this, and we assure you that we share your concerns! We certainly understand how frustrating it may be to lose items due to circumstances that are out of your control, and we assure you that we will do our best to determine what may have occurred, and provide you with a satisfactory resolution to this matter Upon reviewing your ticket history, we did find a case (XXXXXXXX) associated with a considerable loss of mightCan you confirm if this is the instance of lost items that you are referring to? If this is so, we would like to apologize if you did not find our resolution to this matter satisfactoryWe realize that the allocation provided in this case is merely a fraction of what you may have lost, so we will be happy to investigate this matter further Upon a thorough investigation of your Battle History, we were able to verify that a number of attacks occurred, beginning on 2015-12-19:27:25, which may account for these lossesThese attacks appeared to begin in Battle #XXXXXXXX and end approximately battles later in Battle #XXXXXXXX on 2015-12-21:24: It does appear that a considerable amount of casualties were taken on your end during these attacks as no hero was assigned to your cityThis appears to be the case as a considerable amount of gold was plundered in an earlier attack on 2015-12-06:12:(Battle Report #XXXXXXXX)Please understand that in order to assign a Hero to your city to defend attacks, there must be a surplus of gold to cover your Hero's assignment costs We certainly understand how frustrating this may have been and we do apologize for any confusion that this may have causedWhile we are typically unable to provide restorations of troops as these attacks appear to have occurred legitimately, we have provided your account with a partial restoration as a special courtesyYou may need to restart your application to see this changeWe thank you for your patience and understanding and we hope that this information helps to bring some clarity to this matterShould you have any other questions or concerns, please feel free to contact us, and we will be glad to help! Best regards, Kabam Support