KingsIsle Entertainment

Hello, I have identified the account in question and removed the billing information from itSince this is a public forum, I will refrain from providing private information about said account, such as the nameThe account had an active Wizardand PiratesubscriptionThese subscriptions were purchased by a user with access to your credit card informationOne was started on 05/11/2014, the other on 06/05/Since that time, there has been no request to cancel, either online or through the Support TeamThis is the reason the system continued to bill your credit card That being said, I have refunded a total of $back to your cardThis covers the last two months of the game time purchasedIn addition, the account has been banned and can no longer be accessedShould you wish to discuss any specific account details with the Support Team, please contact us through the website, www.wizard101.com, or go directly to this link: https://www.wizard101.com/game/help Thanks, KingsIsle Account Manager

Hello,Your account was banned for multiple violations of our language policyThe reasons for the ban were detailed to you on multiple occasions, by multiple agents on our Support TeamThe decision to ban the account was confirmed by the highest possible authorityThat being said, there will be no appeal in this case and the account will remain banned.Thanks,KingsIsle Account Manager

Hello,Thank you for your inquiryWe will be more than happy to investigate this.If you firmly believe that your account has been "hacked" or compromised, please provide us with: Please note we need all of the following [redacted] your username [redacted] the billing name - first and last [redacted] your complete billing address including street address,city, state and zip codeDepending on your method of payment one of the followingIf you pay by credit card; [redacted] the last digits of your credit card on file If you pay by Paypal [redacted] the digits "Invoice ID" from the most recent paypal transactionLastly*the name of the main character*the original email address associated with the account*the approximate date/time you noticed a change in the account or couldn't access the account Once provided, we will further investigate the situation.Please Also noteIn our experience accounts are "Compromised" not "Hacked" meaning that account information was shared which resulted in the account being used by an unauthorized personAn account is typically "Compromised" because the player of the account shared account details/information with someone (either in game, YouTube, Facebook, etc)While we understand your concern, please note that the player is fully responsible for all activities conducted on their account Players are responsible for maintaining the confidentiality of their password and for use of their password to gain access to their account and their account information If they disclose their password to any other person, it is at their own riskPer our Terms of Use (linked at the bottom of this message): “Specifically you agree not to do any of the following(11) solicit, provide or exchange any personal information, including but not limited to user names or passwords..."Until our investigations are complete, the account will be suspended to prevent any further tampering that may occur and to protect the account's integrity This is merely done for your safety and security; we hope you understand Please note, if we find your account in violation of the Terms of Use, we will also sanction it along with the "hacker's" account.We greatly appreciate your patience in this matter Let us know if you have other questions or concerns.Regards,KingsIsle SupportP.S Please view the following links for your reference[redacted]

Hello again, One of the disputed charges was for Crowns (in-game currency), which is not a recurring chargeThe $is a monthly discounted family rate that was disputed Regards, KingsIsle Billing Support

Hello,I reviewed the information on both accountsEach was banned as a result of a compromise investigationDuring an investigation like this, the affected accounts are banned, to prevent access while the Support Team determines who the actual account owner isThe details of this investigation is not something that can be discussed through this forumIf you wish to regain access to the accounts in question, you will need to get contact with the Support TeamYou can do so by sending an email to the following address: [redacted] Please provide as much information as possible and a support agent will reply back as soon as possible.Thanks,KingsIsle Account Manager

Hello,I reviewed all of the information pertaining to the ban of the account in questionPlease know that we do not ban an account without sufficient causeIn this case, there was a severe amount of language violations committed not only on the account in question, but on the family of accountsWhile a language violation typically does not result in a ban, continued infractions of our chat policies can lead to such an actionPer the information found, we will not be removing the ban, nor will any refunds be processed.Thank you,KingsIsle Account Manager

Complaint: [redacted] I am rejecting this response because:The business has not provided a resolution to the complaint, only asked for information that was originally sent to them in their ticketing system where they refused to investigate the issueI went ahead and re-sent them the information requested via their ticket Regards, [redacted]

Hello,When an investigation is done on accounts such as yours, know that every scenario is taken into considerationHowever, the evidence that we find based on IP and MAC address logs, among other details, must corroborate the claimIn this case, the evidence led to the termination of the accountThis action has been reviewed and found to be correctThanks,KingsIsle Account Manager

Hello, I have reviewed all of the tickets and notes pertaining to this investigationAccording to the information available, the account was in violation of our chat policies, due to extremely inappropriate languageWhile I am not able to provide the exact chat logs in a public forum, I can say that the chat alluded to describe an act of sexual assaultThe phrase used, was intended to evade our chat filtersThis is why it may seem like gibberishWe take this type of chat violation seriously and as such, these violation receive the highest sanctions we can assign to an accountIf you wish to discuss this matter further, please feel free to respond to the active ticket you have with our Support Team Thanks, KingsIsle Account Manager

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

Hello, We've located the account and confirmed purchases were made Please note, in order for your card to be charged, the following steps must be completed correctly every time a transaction is done Log into the web account (not the game) with the username and password Click on "Buy Crowns" or "Upgrade Membership" Select the desired package(s) of Crowns &/or Membership Choose the account to apply the selected increment & add to cart Hit checkout & enter the parental control password Enter the credit card & billing address information (including CVV security code) - it’s possible that the “Save Credit Card Information” was manually selected ***ier Click "complete purchase" on the next page to finalize the order Receipt email is sent to all email addresses on file Our system only automatically charges subscriptionsThe majority of the disputed charges were user initiated The charges have been refunded back to your cardYou should see a credit for $appear in the next few daysPer the conditions of the refund, the account " [redacted] " and any other accounts tied to it within the family plan, have been bannedIn addition, the credit card used for unauthorized transactions, has been completely blocked from our system Sincerely, KingsIsle Account Manager

Hello, The account [redacted] has already been cancelled and the two most recent renewals have been refunded Regards, KingsIsle Billing Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI hope that all of my billing is removed from the accountI understand the account is banned "until payment" but I am hoping that this will not happen again with the same account, honestly you guys should watch closely so that this doesn't happen to anyone elseKingsisle is an excellent company, however I'd like to suggest to keep a close eye to prevent this issue with said account in the futureThanks for my money back Regards, [redacted]

Hello, I have reviewed the ticket submitted to our Support Team, regarding this issuePlease know that each account must have its own subscription, in order to access the premium benefitsAt this time, there are no available subscription packages that cover more than one account This is why you see three rates being charged Thanks, KingsIsle Account Manager

Hello,I can assure you that no one at KingsIsle, is removing and replacing Crowns from accountsIf that was occurring, it would show up in the Crown logsThe logs you see, are the same we have access to.Thank you,KingsIsle Account Manager

Hello, I have reviewed the tickets that have been sent in regarding the account in questionEach time, a representative responded, asking for more information, to which no response was receivedAs a result, the ticket was closedIn order for an investigation to be done, we would need the information requested by our support representativesThe main ticket I am referring to, is [redacted] Please respond to the request on that ticket and the investigation can begin Thanks, KingsIsle Account Manager

Hello, I have reviewed the tickets submitted through the email address tied to this Revdex.com postingYou requested that we assist in ending the active subscription that is billing your credit cardThe account names that you provided, did not have active subscriptions, nor any billing historyThe agent that responded to you, requested more information, which will allow us to find and resolve the issue at handTo date, that request has gone unansweredThe ticket in question is " [redacted] ." I would recommend responding to said ticket, with the information requested, so that the investigation can be done Thanks, KingsIsle Account Manager

Hello,When entering a tournament, you must make sure that you stay online until the tournament beginsIf you log off, or suffer a loss of connection that is not server related, you will lose your entry feeIf the server removes you from the game, via a crash or the tournament does not fill, your character will automatically be granted a token, that allows you to register for another tournament, free of chargeFor this reason, tournament fees are non-refundable.Thanks,KingsIsle Account Manager

Hello again, All the accounts linked to the account have been banned Regards, KingsIsle Support

Hello,The account in question, was banned as a result of two violationsOne, was sharing account information in gameThe second, was for receiving stolen goods from a compromised accountWhile I can not discuss the specific details of these actions through a public forum, I encourage you to contact our Support Team at [redacted] Thanks,KingsIsle Account Manager