KingsIsle Entertainment

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, ***

Hello, We have replied multiple times and resolved your requestWe have even provided additional Crowns to your account for the inconvenience you experienced in May Again, we are seeing that you are closing videos prematurely, which is not resulting in the crownsYou need to watch the video until the complete endIf you close the video before the video has finished in its entirety, you will not receive crownsRegards,KingsIsle Support

This company commits FRAUD on a regular basis I have cancelled subscriptions to my child's games more than months ago, my child no longer has access to member privileges, yet my credit card continues to be billed I have been forced to submit fraud reports with the credit card companies Kingsisle preys on people who cancel but don't take the time to file complaints with the credit card companies DO NOT DO BUSINESS WITH KINGSISLE, you will regret it

Complaint: [redacted] I am rejecting this response because: why should we have to pay for your mistakes! Why don't you just warn everyone and FIX the problem and if it keeps happening then start banning! This just isn't fair! I've been with wizard for a few years and I've run into game bugs that you guys still haven't fixed! We haven't stopped playing and giving you our money! You will be losing a lot of business this way....I just bought a lot of crowns , I have been paying for two accounts one for me and one for my brother...we have put a lot into this game and We only used tomato baskets a few times! Its not abuse or exploitation...you guys don't listen...you don't care when something is wrong in the game...you don't fix it right awayThat's abuse and exploitation taking our money when you know your game isn't perfectWe have given you chancesWhy can't we get the same respect and courtesyI tried logging into my account to cancel both my monthly acounts but I couldn't get in...so I hope I don't get charges for something I won't be usingI am very disappointed in your companyI hope you know you are making a big mistake not taking us backMost of us were high level players, we spent a lot of time and money and MORE time and money talking about you worshipping the game advertising you having people sign up opening several accts with membershipYou will be heating from me a lot until I get my accounts back...I don't know if you are doing this because you need more money and you are greedy and you want all of us high levels to start all over and pay more money or if you just like to piss your loyal customers/fan base off by taking something that's your problem and your mistake your glitch your bug and making it seem like it's our fault as if we are the developers who messed up...Bravo to kings Isle for supposedly being kid family people friendly and then turning around and lashing out on the people who stood by them when they first started out and took them to the top got them awards recognition and money nice lesson to teach the kids Regards, [redacted]

Hello,To date, there have been no tickets created by the email address that you listed with the Revdex.comIn addition, there have been no submitted tickets tied to your nameAs a result, I am unable to find the correspondence you mentionedIn regards to the account in question, there has been no charges on said account since 02/08/2012.I please ask again, that you contact our support team, using the link that was provided in my last correspondence, providing the necessary search information that will allow us to better assist you.Thanks,KingsIsle [redacted]

on the release of thier latest content polaris, I started questing and playing game (before this point I only did a token logging on tending plants during events and such not any serious involvment for over a year) within the first week back, I was banned for a day no reasons giveni ignored it since it was a day and figured maybe I just accidentally broke a rulewell after that day was past I go back to playing less then a week passes and I am banned again this time for daysi send the following reply ( Customer By Email 12/01/02:AM funny how now twice you have banned me for no reason other then saying you guys ruined the gameshould I be calling you know kingsisle Nazis now cause that how you now acting like or is it you don't like it when people point out how many times you have made promises and then lacked the honor to actually fulfill themlike how you said elucidate training would ruin game oh wait then you released mastery amulets a month later that is actually more game breaking then elucidate ever could beor now you say oh people were never able to land a critical cause people had more block them them uh news flash wrongtop block you can get was about 500-top critical was 650-all you do is come up with lame excuses to change a system that then results in very same reason mechanics don't fix [redacted] that not brokenyou attempt to fix something that not broken, boom then its brokenthat is what you have done with this gamecritical rating now means zero chance at critical is only 20%how do you expect anyone to stay in your [redacted] game if you keep breaking it and then to fix it you break it even moreevery world since celestia has turned the game for the worse and you blindly blunder on instead of stopping and thinking and saying where the [redacted] did we [redacted] up atbut you probably wont even read this since you rather ban someone for pointing out where you [redacted] up then actually listen or even better yet talk to them and get their opinionyou know I remember when I started playing this game it operated on the premise that you needed a strategy to your decksince celestia that has deteriated until khrysalis ruined it to point ther is no strategy anymorealso remember how it premised that kingsisle would listen to its player base but in the last years since your team took over, you have shown the absolute oppositethat is why you losing playersfix the problems, listen to your player base and maybe you can turn the game around.) this is thier response ( Response Via Email (KingsIsle Support) 12/01/12:PM Hello, We're open to hearing what you have to say and having a discussion about it, but we have a policy of not responding to people who take a malicious approach to conversationIf you'd like to try again with a kinder approach, we would be happy to have a conversation with youYou may want to also review the Terms of Use, "(a) Specifically you agree not to do any of the following: (1) upload to or transmit on the Site any defamatory, indecent, obscene, harassing, violent or otherwise objectionable material..." Regards, KingsIsle Support ) as you can see absolutely no response to my queryafter that they wait weeks then ban me a third time and again the third time they offer no reasonand this time they fail to even respond to my queriesthen less then days after that ban ended they mute me for years for no reason againon top the standard refusal to answer queries, I tried to post on forums under thier complaints section and first one was merely sensored and 2nd time they banned me from forums as wellthis used to be a really great game, a really fun game to play but it has gone downhill a lot and now it seems kingsisle is actively harassing, bullying their paying playersand yes I am an active subber the entire time this has been going on and I am a long time player of the gamea month ago, I would have suggested playing the game to someone but now I cannot suggest anyone to play this game nowthere are plenty of good games out there that dont ban/mute thier player base for no reason and will reply to thier player base rather then ignore them

Hello again, All the accounts associated with this email address were banned due to account sharingThe ban will not be released Regards, KingsIsle Support

Hello,I have reviewed your account and all of the submitted tickets involvedThe accounts in question were banned for violations of our Terms of Use, including but not limited to, account sharing and account compromisingThis issue was escalated to and investigated by the highest authority in our Support DepartmentAs a result, the ban will not be removed and an appeal will not 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,While I sympathize with your situation, the message you received from our Support Team was per policyWe can not guarantee drops that are considered random by designThere is nothing that the Support Team can do to change the drop chance, nor can they provide you with the item you are looking forI am sorry.Thanks,KingsIsle Account Manager

Greetings, Please know that emails were sent to all accounts that were affected by the sanctionsIn addition, no email addresses or emails were blocked in our systemIf you did not receive an email, it could have been moved to your "Junk" folder, or address was possibly set to "Bad Address" in our system, if any of our emails were bounced back to usIf this was the case, there may have been issues getting the email to youAll that being said, notifications were attempted in every case Sincerely, KingsIsle Support

Hello,According to the information I have, you submitted the following ticket to our Support Team: [redacted] .In this ticket, it was explained that your account redeemed and utilized a gift certificate that was purchased via a fraudulent transactionAs a result, the account was bannedThe agent then informed you that as long as you pay for the gift certificate that was used, the account could be reopened.Thank You,KingsIsle Account Manager

Hello,I have reviewed the incident in question. Please know that the distribution of any personal information in game, whether that be an address or social media account name, is a violation of our chat policies. This is the reason your account was sanctioned in the first place. That being... said, the punishment given was not in line with the policies that we have set for violations. I removed the mute from your account and you should have chat permissions at this time. In the future, please refrain from the distribution of personal information while in game.Thanks,KingsIsle Account Manager

Hello,I reviewed all of the tickets and evidence regarding the account in questionBased on the evidence gathered, the "account," was in violation of our Terms of UseChat and access logs were used to back up the violation found and the action taken was within the Support Team policies That being said, the account will remain bannedShould you wish to procure additional details, please contact the Support Team directly, through www[redacted] comThanks,KingsIsle Account Manager

Hello,Currently, there is no option available that allows the transfer of items from one account to anotherThis was explained to you at length by our Support Team in the tickets that you submitted and now confirmed by me in this correspondenceI am sorry, but this is not a request that we can accommodate.Thank you,KingsIsle Account Manager

Complaint: [redacted] I am rejecting this response because: I have sent a ticket to the support center to resolve this issue [redacted] I would like my previous response to also be noted when I am receiving a response as this is a sensitive case to meI apologize in the delay of my responding, this was due to an important conference meeting Regards, [redacted]

Hello, I have reviewed the tickets that you have sent into our Support DepartmentIt appears that sufficient verification information was provided, in order to reset the account's master passwordAs a result, I have reset that password for you and sent it through the ticket [redacted] I apologize for the frustrations that this has caused and hope that the resolution of this issue has not come too late Thanks, KingsIsle Account [redacted]

Hello, This issue has already been reviewed and the action taken has come from the highest authorityPlease know that we do not take this action lightlyIt was decided that the security of the account could not be maintained and the only viable action was to close it indefinitelyWhile 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 Thanks, KingsIsle Account Manager

Hello again, The account [redacted] has been permanently banned by violating the Terms of Use that is accepted upon account creation. The account has been involved in Cyber Sex chat activity in-game, which is highly unacceptable. Our priority is to host a safe environment for our players and this behavior is not tolerated. The accounts will not be released and banned accounts are not eligible for refund. Regards, KingsIsle Support

Hi there, I have located the Paypal dispute and issued a $60 refund through Paypal. You should be receiving a follow-up confirmation email. The account in which the purchase was made has been banned until payment for utilized services have been received. Please... let me know if you have any other questions! Regards, KingsIsle Billing Support

Hello, Accounts associated with the permanent ban have all billing information disabledA year ban is equivalent to a permanent ban Regards, KingsIsle Support