KingsIsle Entertainment

Hello,I reviewed all of the information in regards to the banned accountSaid account was in violation of our chat policies, including, but not limited to, distributing personal information and soliciting inappropriate websitesBased on the evidence found in our logs, the action taken was well within our policies and can not be appealedThanks,KingsIsle Account Manager

Complaint: [redacted] I am rejecting this response because: These are separate accounts we are dealing with the account:andrewfarsaci, has been banned and I'm ok with that, I'm refering to the [redacted] account witch was banned "per request" witch is in fact false, the andrewfarsaci account is fine I want the [redacted] account to be unbanned due to the fact I didn't authorize it to be banned Regards, [redacted] [redacted]

Hello,I have reviewed all of the accounts and tickets involved in this investigationThe accounts in question were banned for violations of out Terms of Use and chargebacksThe violations include, but are not limited to, account sharing and account compromisingThis issue was investigated by the highest authority in the Support DepartmentAs a result, the bans will not be removed, nor will an appeal be consideredWe're sorry the choice was made to violate the Terms of UseWe respectfully request you seek entertainment elsewhere.Thank You,KingsIsle Account Manager

Hello,I have reviewed the information provided by your correspondence and the information provided by the Revdex.comTo date, we have received no ticket requests from either the email address listed with the Revdex.com, nor the email address tied to the game accountIn addition, there have been no tickets received, that mentioned the account nameAs a result, the automated renewal, which was detailed on the check out screen and the receipt email at time of initial purchase, charged the active billing profile on the accountIn regards to the ban placed on the account, a dispute was filed for the charge in question through your credit card issuerThis resulted in a chargeback, which forced a refund from usAny time this occurs, the account tied to the chargeback is bannedThat being said, the charge was eligible for a refund and I have removed the ban from the account, including all the game time that was remaining.Thank you,KingsIsle Account Manager

Complaint: [redacted] I am rejecting this response because: What you are saying about me not sending you any emails asking for a refund before now is not true I have copied the first e-mail again and attached it As shown in the original e-mail, it was sent JANUARY 6, THIS IS CERTAINLY A TIMELY REQUEST FOR CANCELLATION, SINCE YOU CHARGED US FOR AN ENTIRE YEAR JUST DAYS BEFORE MY E MAIL I have also forwarded it to both [email protected] and http:// Revdex.com.org/central-texas There are a second and third e-mail as well I included copies of them in the body of my complaint to you the first time Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: While I do appreciate your answer that only took me contacting the Revdex.com to obtain, as on your website it states that you will provide reasoning why on your website though an simple emailI hope you fix that issue soon You state, "Specifically, the user of this account was found to have given access to the account to unauthorized players." Can I please see proof as to why you believe I gave access to "unauthorized players"? I am requesting it as I am the account holder, I would like to see evidence as to what my account did for that specific violation, as I believe the only issue is on your end Thanks

[redacted] your username - [redacted] the billing name - first and last - [redacted] your complete billing address including street address,city, state and zip code - [redacted] [redacted] the last digits of your credit card on file It's a diffrent card, I don't know the last four *the name of the main character - [redacted] the original email address associated with the account - I forget the email, I believe it is [redacted] the approximate date/time you noticed a change in the account or couldn't access the account - Sep

Hello, Unfortunately, we can not provide that type of information in a public forum such as thisHowever, feel free to contact us directly through the Wizardwebsite, or at [email protected] being said, I have reviewed the evidence found during the investigation of this account and can confirm that the action taken, was within the perimeters of the policies we have set for account sharing Thanks, Kingsisle Account Manager

Hello,As stated in my previous response, compensation can not be awarded for connections issues not related to the game serverWhile I do sympathize with your situation, the item you are requesting, nor any other type of compensation can be given.Thanks,KingsIsle Account Manager

Hello, Using the information provided to the Revdex.com, I was able to find the accounts in questionI was unable to find any created tickets, tied to the email address provided to the Revdex.com, nor the addresses tied to the accountsIn any case, I provided a refund of $and banned the accounts responsible for the chargesYou should see the refund on your statement within the next 3-business days Thank You, KingsIsle Account Manager

Hello,As per your request, the Membership for the account in question, has ended and will no longer be billed a recurring fee I'm sorry you didn't see the notation regarding the automatic renewal when you first signed up as we do have it noted n a few places throughout the purchasing area in hopes that any confusion would be diminished, including the receipt emailAs a courtesy, I refunded the most recent charge, back to your credit card and removed the billing profileTo date, we have yet to receive a cancellation request from either the account you contacted the Revdex.com through, nor the email address on the accountThis is the reason we did not take action or respond.Thanks,KingsIsle Account Manager

Hello, An email was sent in regards to the ban in questionThe ticket associated with that correspondence, is [redacted] A copy of that response can be found below(user name redacted since this information is public): --------------------------------------------------------------------------------...⇄ Hello, The account *xxxxxxxx [redacted] has been banned due to a confirmed violation of our Terms of Use Specifically, the user of this account was found to have given access to the account to unauthorized players You are responsible for the safety and security of your account information including the user name and passwordAs per the terms of use; " You are responsible for maintaining the confidentiality of your password and for any use of your password to gain access to your account and your account information" For the integrity & security of the account, it has been permanently banned and is no longer accessible All billing has been removed and no further access can be made Regards, KingsIsle Support P.S Please review the following https://www[redacted] com/ [redacted] --------------------------------------------------------------------------------...⇄ This response was sent on 09/09/ Thanks, KingsIsle Account Manager

Hi There!When you subscribe to our services, you agree to a recurring charge unless cancelled beforehand.As per your request, your [redacted] Membership for username [redacted] has ended and will no longer be billed a re-occurring fee As a gesture of goodwill we've issued a credit of $that should appear on your banking statement within 2-business daysThe account can be resumed at any time without loss of character data.Thank you and we hope to see you in the Spiral again soon!Regards,KingsIsle Billing Support [redacted] Did you know you don't have to wait until the day before renewal to cancel? [redacted] ***

Hello,I’m sorry, when we get word from a credit card company that a card holder has issued a chargeback against an account, our only choice is to suspend that account until the investigation is completeWe will gladly reinstate the account as soon as we hear from the card issuer that the chargeback has been rescinded or otherwise resolved If you wish to expedite the process, please contact your bank directly.If you wish to make payment for the chargeback amount, you can do so by sending a check or money order to KingsIsle Entertainment, [redacted] *** Please be sure to include your username! Upon receipt, we will notify the credit card company to resolve the charge back dispute in the cardholder’s favor and reinstate the game account The amount necessary to reinstate this account is: $($disputed amount + $($per line item) (credit card chargeback fee to KingsIsle)).We will notify you via this email when the account is reinstated.Thank you and we look forward to having you back in The Spiral!Regards,KingsIsle Billing Support

Complaint: [redacted] I am rejecting this response because: I tried repeatedly to obtain a refund before months had past, as shown in the e-mails to them which I copied to Revdex.com I do not accept the excuse that it is "way past eligibility" If is able, it can always check to make sure the account has not been used My son assures me that it hasn't, but if that can't be proven , even a partial refund would be more fair than to simply: Charge $ Refuse to respond to any of the three messages sent to you asking for a refund( one right after we were charged, so it WAS timely) Use the excuse that this is now past any eligibiity Regards, [redacted] ***

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 I don't think it's fair that my son's account will be "banned" now because of their error, but I want the refund Regards, [redacted]

Greetings,Based on the information that you have provided in this case, it appears that you made this Crowns purchased through the Apple iTunes storeIf that is the case, we can not assist with that purchase, as we do not have access to the billing or sales records for the iTunes app storeI recommend getting in contact with Apple in this regardIf the purchase was made through the Wizardsite, or the game itself, then a purchase would have been detailed on the accountTo date, we show no Crowns purchase on your account.Thanks,KingsIsle Account Manager

Hello, I reviewed the account information and the support ticket regarding this incident The action taken was in line with the policies we have in place for in-game chatThe account information was given to another player, thus causing the compromise to occurSince the account security can not be guaranteed, the account has been muted Thank You, KingsIsle Account Manager

Hello,I have reviewed all of the information in regards to this issueBased on what I have read, the account tied to your email address, is responsible for hundreds of reports made against other players in gameOf the reports investigated to this point, an extremely low percentage have proved a credible violationWhile we encourage players to report wrong doing in our game, there is a point at which it becomes disruptive to players who have been reported falsely and to the Support Team that investigates each reportDue to the egregious amount of reports, the mute condition was applied to your accounts and will remain active.Thanks,KingsIsle Account Manager

Complaint: [redacted] I am rejecting this response because: I understand as to why some of the accounts that you sanctioned were in the wrongFor that I understand any backlash and/or problems you may have I am not asking for all accounts to be unbanned, I did not know the stolen accounts were sanctioned for more than one reason, for that I understand your reasonings But you keep saying "account" which account are we referring to? I'm sorry to keep dragging this out, but I'm trying to get an understanding, and hope we're on the same page You mass banned accounts, so what i'm asking isWhat account are we referring to, you keep saying "account" Furthermore, if you'd like to sanction or accounts, If you find their in some violation, that is understandable "security of the account could not be maintained", again, what account? Security couldn't be maintained? What do you mean by this? I kept security over me and my families accounts, the ones that were stolen from my family and added later, I could not secure them because they already had exposed personal information All I'm asking, is can you please tell me what ALL the accounts did to get bannedIn other words, I sent an forgot username to my email, ALL the users in that message were bannedWhy? I'm guessing you're going to say "security"? Or maybe you're unaware ALL the accounts under my email were banned If you say "security" non of my accounts have ever been hacked, infact, it has an pretty clean/solid record whenever it comes to being hackedI've had other accounts under my email sanctioned before, and I was never banned So why was ALL the accounts under my email banned? It wasn't for security, so why else? What do I have to do, to get you to appeal the bannings of other accounts? All we want to do is play your game and enjoy it, you sanctioned multiple accounts under no violation and was never accessed by anyone besides family, and no personal information was exposedMy cousin wanted to restart and was so scared to put his creditcard information because he thought you'd ban him for thatI had an friend who got banned, made an new account with his old email address and his account was sanctioned months later randomly for being associated with his old email addressMy point is, your support/company scares people, you say allot of things are right/wrong but never have really made an in-debth terms of useI understand you say "We do investigations"What investigation told you to ban all of my families accounts? Obviously I can prove ownership, along with them, so what investigation lead you to believe that these accounts are stolen in the first place? Or that I cannot protect my accounts? In your terms of use "and to keep the information current through updates." We did that, we tried providing the security of our accounts after some were stolen"You may not impersonate any person or entity or misrepresent your identity, including by using another person’s account information." We did not "impersonate" anyone, nor misresent our identities, it was clear from the startAlso I don't understand "Use anyone elses account information" so basically me and my family cannot use the same information? Please explain this "We may suspend or terminate your account for any failure to comply with these Terms of Use" I did not see, MUITPLE accounts"You are fully responsible for all activities conducted through your accountYou are responsible for maintaining the confidentiality of your password and for any use of your password to gain access to your account and your account informationIf you disclose your password to any other person, it is at your own risk." I complied with basically everything in your terms of use, I did not see that you'd sanction mutiple accountsYou say I am responsible for al activies on my account, I maintained the confidentiality TO THIS DAY, no one has accessed the emails currecently on the accounts NOR has anyone stolen the accounts with my email already on the account, so what security problem is there? I've maintained the confidentiality of my accountsI did not give out personal information to ANYONE either That is ALL your terms of use says about accounts, I don't find my account and my families in violation of any of thoseAgain, I contacted my attorney, I had him assist me, He also agree's you banned multiple accounts under no violation So all i'm asking is, what account are we referring to here? Furthermore, why was all accounts under my email address sanctioned, or how can I get you to appeal the bannings of the accounts with no violation? Also, can you please provide evidence that I MYSELF (or my family) Did something wrong? Basically what it sounds like, a few accounts had security issues so you banned them allThat's pretty unfair because, again, multiple accounts were in no violation and had no security issuesSo i'm just asking for assistance, We just want to play your game, So please explain this"While I understand the points that you have made, the fact remains that there was sufficient evidence to ban the accountThere is nothing further that can be done with this account." What evidence? What account? Furthermore, again, account, you banned EVERY account, my family just wants to play againThanks Regards, ***