KIXEYE

Initial Business Response /* (1000, 5, 2015/11/09) */
[redacted],
The bonus gold purchasing deals are the result of what's called an A/B test. The nature of these tests is that some elements of the game (in this case, bonus) are made available to certain players and if those...

mechanics/bundles are successful, they will be expanded to the majority of players. Due to the nature of the test, we're only able to keep it to the specific user base that it was initiated for at this time. I'm sorry for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Any market test should not impair users right. The A/B test Kixeye mentioned actually impair many users' right by limit the bonus to certain players. I don't accept this explanation. I already heard this from Kixeye support. The only thing I request is to have similar bonus available to my account. It doesn't have to be in same way as the bonus distribution.
Final Business Response /* (4000, 9, 2015/11/24) */
[redacted],
We're not able to extend the A/B test to more players at this time as it would affect the results. However, depending on the results, we may extend similar offers to all users in the future.
Final Consumer Response /* (2000, 11, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Black Friday Sales is on and I get the deal. Let's close this conversation, although no resolution is provided.

Initial Business Response /* (1000, 5, 2015/11/17) */
Hi [redacted],
Support tickets are addressed in the order they are received and volume can impact response time. Make sure to only update a ticket when necessary for the fasts responses as each time you update a ticket, it will reset its place in...

the queue.
The game team works every day to improve stability and functionality of all KIXEYE games, as it is our goal to produce awesome games.

Initial Business Response /* (1000, 5, 2015/08/26) */
Hi [redacted],
SOS errors and disconnections during gameplay are typically the result of bandwdidth interference or general connectivity problems. Diagnostics tests are not invasive and are very common in IT troubleshooting. DXdiags were...

created by Microsoft for the express purpose of IT troubleshooting. Likewise, a Traceroute is a common form of connection test. We use them both on our home computers frequently.
If you are unwilling to follow our steps, then we are unable to confirm where the troubles are that is causing these issues. Our goal is to help. We will happily provide some coins for repairs for this matter as soon as we can diagnose these issues.

Initial Business Response /* (1000, 5, 2015/08/17) */
Hi [redacted],
The assertion that we do not take action against cheaters is simply not true. We aggressively track down cheaters and take appropriate action. Our FairPlay team is dedicated to removing cheaters from the game and developing...

tools to prevent players from cheating in the first place. I encourage you to read a FAQ series one of our FairPlay team wrote addressing your concerns.
Part 1: https://www.kixeye.com/forum/discussion/XXXXXX
Part 2: https://www.kixeye.com/forum/discussion/XXXXXX
Part 3: https://www.kixeye.com/forum/discussion/XXXXXX/p1
Part 4: https://www.kixeye.com/forum/discussion/XXXXXX/p1

Initial Business Response /* (1000, 5, 2015/10/12) */
Hi [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable...

violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters from finding ways around our detection methods. This decision is final and the removed research will not be returned. You are free to upgrade your units legitimately again but please note any further cheating will result in a permanent ban.
Additionally, please note that at no time are refunds offered for any purchases or transactions rendered in War Commander per our Terms of Service agreement.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable. You cannot tell me that this was the case on my account when I know 100% that it wasn't. I would assume that your last sentence saying I am free to upgrade units again that you assume that because I have alot of maxed units that I must cheat to get to that level?
As I said before if you look at how much time I actually spend on thia game you and what I have used my Thorium on you will clearly see that I do not use any cheats.
There are many players who have better units than I do and all of those guys are still playing amongst thousands of actual hackers that you constantly do nothing about but when a legitimate player like myself actually work [redacted] their account by playing for hours every day you automatically say it must be cheating. This personally is a disgrace. It not right and surely cannpt be legal for you to accept my money but bann me for something I know I havent done because an assumption has been made. This is all you have done, is assume coz I knpw I havent cheated. Its hard to cheat when you have no idea how to.
I asked you previoisly to check my account as I believed to have been hacked as wasnt operating correctly and your answer was that it was fine. Why would I report and ask you to check my account if I was cheating on it? Seems very silly does it not?
I appreciate that it is hard to explain at times where someone is cheating as it in then open to being manipulated. I work for a major bank and understand certain reasons why this is hard to explain but I am not asking for specifics. If you are banning me saying I am cheating, it is my right as a paying customer to know why? I have played against hacks on this game for years and I am aware they use many different forms of cheating but not even telling me what ive done is not acceptable. If its about my toon strength then say so, thats not exactly leaving it open to finding detections around. I only say this again as it sounded that way when you wrote your reply. If I was cheating you would find that my base / toons or whatever would be at max strength but they arent. Only units I use are decent as its the ones I work [redacted] getting good.
I know that if you unbanned my account then many others would expect the same however its not always the case. I appreciate you know your job but on this occasion you have 100% got it wrong and should never be allowed to bann someone who has spent this long and spent money on this game without 100% accuracy. I can assure you this is not the case with me and after 5 years and thousands of hours of work its extremely sad and disappointing that you end my game the way you have done. Not only has this now been a complete waste of time and money it has also damaged my reputation as a well thought of player in this game amongst hundreds of friends.
As a result, if this decision is not over turned many of my clan members have decided and more will decide to leave the game. I dont say this as blackmail as I know you probably dont care but I say it as sheer principle that I 100% know that I have done nothing wrong and many people know me and believe in what I have said and are also disgusted with the decision you have taken that they will no longer play or spend money as they dont wont the same to happen to them and nothing to be done about it.
I sincerely pray you look at my account again and check against my time spend in the game and what I spend resources and Thorium on and say to yourself can he have built his base/units with what hes doing and how he plays. Because I can assure you it can be done and has been done legitamately. If you have any questions about my base or toons all you need to do is ask and I can explain fully why they are like they are or give you a reasonable and acceptable answer for any suspicions you may have. I know that this is not practicle again due to genuine cheaters being able to get a way around this info but I despise cheaters and even if I knew something they didnt, theyre the last people on earth I would say to.
Let me leave you with this final thought and let me know if you feel this is correct and acceptable. Its an analargy similar to how you at kixeye have made me feel.
You banned me, gave me a wrong and unnaceptable reason and then had the cheek to say I cannot send tickets or write amy requests as I will not get a response.
This is like ...... Telling someone they have been accused of murder. They will not disclose any evidence of that murder to the person they are accusing however tell him hes now to go to prison for the rest of his life. He cannot explain his story nor write anything as he will not get a reply. We have made the decision, the decision is final. Even though it is wrong and no evidence was given it apparently doesnt matter all because someone decided so! Does that seem right? Well thats exactly how I have been made to feel.
I strogly disagree with your decision and agai appreciate you would expect anyone(even cheats) to want to try and get their accounts back. But as you read my reaponses tou clearly see they are not short in any means and would not go to all thia trouble if I thought I done anything wrong. Again I plead that you fairly look at my account again.
Thanks for your time.
Final Business Response /* (4000, 9, 2015/10/20) */
Hi [redacted],
The fact of the matter is evidence was found on your account that definitively confirmed your account had activity on it that violated the terms of service and this is the only reason an account would ever be suspended. The research in question was tied to this activity and so were reverted. We will not be crediting back these reversions.
Final Consumer Response /* (4200, 11, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You surely cant tell me that I violated terms of service without explaining what I have apparently done. I have been reported for cheating by many enemies on this game and never had an issue however conveniently because I wouldn't accept your ridiculous reaolution offered by yourselves for messing up my account I instantly get banned. To me it appears that rather than resolve a complaint that you caused due to an update issue you would rather bann people and give them no options for continuing to send tickets that your support team clearly cant deal and resolve correctly.
You say I have violated the terms of service and cant explain or prove this to me. I ask for this proof as I 100% know there is none. So for me as a paying customer you take peoples money bann them, give no proof and say I have violated the terms. All on your say so.
How do I know that your update that caused my units to double creating over capacity which would then lool like I am cheating didnt show this violation?? Without being given the accused reason to allow myself as a paying customer to respond to any concern should be a violation in itself. As a multi million operation company you cant be expected to accept my money with no questions and them bann me again no questions asked?
For all I know your issue which I was complaining about is what caused my violations? I have no way of knowing this unless I know what I have been accused of. Your update caused my toons and my units over capacity which were never resolved. Looking at my account peoplw would assume I was a cheat on this issue alone having multiple units of a unit that you can only have one of. This was your update issue , not anything to do what I have done.
Again you cant call someone a cheat or accuse me of something unless you can provide evidence of this.
Its not like your tipping of money laundering is it. Your explaining to someone about instances in a birtual game. You say it gives hackers or whatever to figure a way around it but lets be honest with yourselves here. Hackers have ridiculed your IT guys for years. They have hacked for years on this game and you havent stopped them. So saying to me that you cant explain is a bit of a cop out atatement to use.
I write this out of sheer principle that you have made a massi e mistake and must be hundreds of other people in my situation where you have happily taken theor money but bamn them leaving them disgusted by a terrible service given.
Again saddened and extremely disappointed that you make a wrongful decision and arent the one bit interested in resolving. I'm a nobody to you and obviously just a number. I bet if I was paying thousands on this game and havking you wouldnt bother to even look at me. All about money and nothing about the right thing. Its the whole reason you've lost tens of thousands of players.
I was hoping an independant party was looking into the terms of their service to conclude whether their actions to bann members who pay for this service was legal and actionable without giving that member a reasonable answer for their actions. Doesnt seem this is correct.

Initial Business Response /* (1000, 5, 2015/11/18) */
Hi [redacted],
We are unable to offer refunds going forward in our games per our terms of service, which you agreed to when creating an account (here: https://www.kixeye.com/tos)
But that does not meant that we are unwilling to help. I see...

that you currently have an open ticket with us and we'll be more than happy to help resolve this issue via the ticket you sent in. We answer tickets in the order that they were received, but we'll happy to continue working with you on this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
I disagree with this. I digned No Contract with them to play a Free Game. I want my Money back because they exercise very poor Customer Service
Final Business Response /* (4000, 9, 2015/11/24) */
Hi [redacted],
As mentioned before, KIXEYE does not offer refunds on services delivered.
Please read the terms of service here: www.kixeye.com/help/tos
Final Consumer Response /* (4200, 11, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid to money to play a "FREE GAME" I NEVER signed any Contract to play this Game. Kixeye never refused to take my money, yet they Provide the WORST Customer Service EVER. They never sold issues, they only respond by blaiming my computer for the issues I send in tickets for. I am not Happy. I do Want a REFUND of All my money, and I know they csn refund it. They have never resolved anything, yet as I said I paid money for various reasons such as to shorten upgrade times.

Initial Business Response /* (1000, 5, 2015/05/26) */
Hello [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable...

violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters from finding ways around our detection methods. This decision is final and anything removed related to the cheating will not be returned. You are free to upgrade your units legitimately again but please note any further cheating will result in a permanent ban.
This suspension for cheating is entirely unrelated to your base reversion issue and was just an unfortunate coincidence that both happened at the same time, thought it is quite possible the cheating contributed to the other problems on your account. We are still working on restoring your account (again with anything illegitimately gained removed) and it will be fixed as soon as possible. We will not be providing any alternative or additional compensation for this issue.
Additionally, please note that at no time are refunds offered for any purchases or transactions rendered in War Commander *for any reason* per our Terms of Service agreement.

Initial Business Response /* (1000, 5, 2015/10/21) */
Hi [redacted],
Covering what you've presented here, the 10 second timer is to keep players from being able to deploy and base hold. It's to keep players from playing unfairly. If you need longer to load, that means that there is a performance...

issue outside of our control and I'd recommend running a speed test to make sure that you're running War Commander optimally. Also, it would be beneficial to check our Minimum System Requirements to make sure the hardware you're using meets our games' requirements: https://www.kixeye.com/forum/discussion/XXXXXX/x
We do not charge people to play our games. They are free. If you choose to speed up repairs/builds, than that does cost gold, but that is optional and there are plenty of players that play our games proficiently without spending a single dollar.
As for Support, our games are large and our staffing is limited. You can still report cheaters and check our forums updates and make your voice heard there alongside your fellow players.
W appreciate the feedback and are happy to share it with the game team going forward.

Initial Business Response /* (1000, 5, 2015/09/30) */
Hi [redacted],
With player reports, for cheating or other violations, we have to be a bit more formulaic in our responses for legal and privacy reasons. I know this can seem like we are not reading your messages or doing anything about them but...

we take player reports very seriously and investigate all of them fully.
We receive a lot of player reports every day, and I assure you we check every single one thoroughly. If a player you reported has not been banned after you reported them it could be for any number of reasons, including but not limited to:
- We are still investigating the issue.
- We need to monitor some of their activity live, and they aren't online.
- We are waiting for additional information.
- Other less severe action than a ban was taken (warning, suspension of specific in game privileges, etc)
-They simply aren't cheating or their action was not deemed inappropriate.
Properly filed reports on suspected cheaters are directly sent to our dedicated FairPlay team for review. This does mean you will not receive a response for these. We decided to not offer responses because we can not share any results of our investigations anyway and it frees up time for our FairPlay department to spend stopping and catching cheaters. Other reports (harassment, offensive language, etc) are still handled by Customer Support and do receive a response, but they are treated with no less respect. We fully read and investigate each report, but as with cheaters, we still can not share the results of our investigations so our replies are generally simple acknowledgements that your report has been processed.
Please do continue submitting tickets and reports, we can't actively monitor everything all the time and we really appreciate your help in pointing things out for us and making War Commander a safe and secure place to play. I hope this better explains our behavior in responding to these complaints as well.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the typical response you get from this company. They readily admit they have internet hackers playing the game and taking advantage of honest players. When I signed up for the game I was assured that it was a safe place to allow my personal information to be shared with the company.... now according to the above response they are doing all they can to catch the hackers... does anyone else see the irony of this... it's like we were told that it was a great game to play and secure and then years later most of the time we are dealing with those that have chosen to hack the game.... Kixeye refuses to compensate those that have spent money on the game and fallen victim to those hackers.... you may ask why would they refuse to compenste to the victims of hacker... the REASON more money in their pockets and the victim just has to realize that this hacking problem is just part of the game...
When I started playing several years ago a hacker was rare, nowdays it's an everyday event. there are wbsites that advertise buying a program to hack the game
http://[redacted]
here's a google search of al those offering the hacks
[redacted]
does this feel like a safe place to have your private and personal information shared? no it doesn't... I want a refund on part of the expenses I've incurred due to hackers over the years.... you admit to having them but the reason you don't is because if you started refunding people (vicitms) you'd lose your company... It's rampant
at this point I have quit playing the game because no-one seems to be able to find a solution
Final Business Response /* (4000, 11, 2015/10/07) */
Hi [redacted],
Cheaters create new methods of cheating our games. We must create new methods of combating those methods. Sometimes this takes time.
We do not offer compensation for cheater hits as it encourages people to write in whenever they are hit to ask for gold and claim that the enemy was cheating. Instead, we do our best to remove cheating in our games.
We aggressively track down cheaters and take appropriate action. Our FairPlay team is dedicated to removing cheaters from the game and developing tools to prevent players from cheating in the first place. I encourage you to read the FAQ series one of our FairPlay team wrote addressing your concerns.
Part 1: https://www.kixeye.com/forum/discussion/XXXXXX
Part 2: https://www.kixeye.com/forum/discussion/XXXXXX
Part 3: https://www.kixeye.com/forum/discussion/XXXXXX/p1
Part 4: https://www.kixeye.com/forum/discussion/XXXXXX/p1
Final Consumer Response /* (4200, 13, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it hard to believe that you can ban a person for cheating and hacking and not have the resources to evaluate and track the hacker activity and compensate those that were victims of the hacker... this response is negligent and irresponsible... the fact is you still make money even when there are hackers...
your forum requests that players report anyone suspected of hacking... why is this the job of the customers? It is not my job to try to report suspected incidents.... that's your job to prevent them... there is NO fair play when the environment is so easy to hack.... this is the typical response of a company trying to dodge their corporate responsibility...
then your threaten to ban someone if they contact their bank card to dispute charges of in game financial losses due to hackers... this image you have is totally unprofessional

Initial Business Response /* (1000, 5, 2015/12/11) */
Hi [redacted],
Support will only ever suspend an account that we have definitive evidence of breaking the terms of service. If you have not already, please submit a ticket to support to learn more about your suspension....

https://www.kixeye.com/support
Also, Kixeye does not offer refunds on successful purchases, as outlined by the Terms of Service, www.kixeye.com/help/tos

Initial Business Response /* (1000, 6, 2015/10/29) */
Hi [redacted],
I understand your frustration, but when our Fair Play team takes action against players, they do so only when there's definitive evidence of cheating. We are unable to offer a refund because all of our in-game gold sales are final....

If you haven't already, please submit an appeal suspension ticket and we'll be happy to discuss this further with you.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to talk with them more and they said that there will be no futher communication through the support site now if they dont wanna give me my money they can give me my account back if they will show you the glitch happen right when my gold was bought and you will be able to see the time on my recipt and their scan the times are the same and what ever the glitch was caused me to lose my money and my account and it happened on their survers they need to take responsibility for what happen and not take my money and try to justafie it buy saying I cheated
Final Business Response /* (4000, 10, 2015/11/06) */
Hi [redacted],
While I can understand your desire to know, it is neither our obligation nor our policy to share the details of your suspension. I can assure you that we only suspend an account when we have definitive proof of activity that violates our Terms of Service. For this reason, Customer Support will not be able to respond to further requests for these details.
Final Consumer Response /* (4200, 12, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In their first response they tryed to get me to use the support site knowing they wasnt gonna talk to me in this responce they admitted they wasnt going to talk to me knowing that I would like to see what they say this can be resolved peacefully im sure but it isn't going to be just their way I would either like this account returned or my money returnedand them to aadmit fault if not of their own but their servers glitched

Initial Business Response /* (1000, 5, 2015/06/04) */
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable violations of...

our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we will not be lifting this suspension.
Please note that at no time are refunds offered for any purchases or transactions rendered in War Commander per our Terms of Service agreement, even in the case of permanent suspension.
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as I have repeatily said there was no breach in terms and service on my part,there were .to bein game errors on their part.to be slandered as a cheater is outragiuos.I was with a group reporting cheaters and hackers.there is no way on my part that any cheating was taking place.they were banning many many ppl just for being reported by another player for awhile there since their game became corrupted with a bug for hackers to exploit.thats where the terms and service's were broken on their end.
Final Business Response /* (4000, 10, 2015/06/25) */
Your account was banned in accordance with our Terms of Service (http://www.kixeye.com/terms.html). We only ban when there is firm evidence of cheating. Our decision is final and we will not be unbanning your account.

Initial Business Response /* (1000, 5, 2015/09/22) */
Hi [redacted],
The game team is investigating and working on making offline repairs more consistent. I'm sorry you've had so much trouble with this though. The likely reason you haven't received replies to your tweets or been able to ticket is...

because your account does not qualify for premium support. http://[redacted]
If you do qualify for ticketing support, please submit a ticket or pass ** your User ID so we can better help with this!
Initial Consumer Rebuttal /* (2000, 7, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think they fix the problem now.

Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
Fair Play investigates every single submitted report and only takes action against a player when there is definitive evidence of cheating. Please keep in mind Customer Support has no control over these reports nor do they investigate...

them. If you suspect evidence of cheating, please submit a report to our Fair Play team at https://www.kixeye.com/support/web/report.

Initial Business Response /* (1000, 5, 2015/12/22) */
Hi [redacted],
I'd be happy to look into this ticket for you. If you can either let me know the ticket number here or submit a new ticket and refer to the ticket number and your concerns, we can look back at the previous assessment of the...

situation.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are asking for more information.
New Ticket#: XXXXXXX
Original Ticket#: XXXXXX
Final Business Response /* (4000, 9, 2015/12/29) */
Hi again [redacted],
After reviewing those tickets, I can see that the agents addressed your concern correctly and accurately. One of support's responsibilities is troubleshooting and by what you described, the performance issues could be due to an underlying issue. The only way to find out if this is or is not the case is to perform some tests so we can gather more data and provide any relevant steps you can do to improve performance alternative, the information could better inform us of an issue on our end.
The only way we can help is with collecting more information so we know what next can be done!
Final Consumer Response /* (4200, 11, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Provider isn't offering any resolution to their known game problems with their servers that moderators and other people that work for the company admit to on their message boards at certain times. They've not addressed their problems and certainly haven't reimbursed me for time nor money spent.

Initial Business Response /* (1000, 5, 2016/01/18) */
Hello [redacted],
Thanks for checking in with us about this. With player reports, for cheating or other violations, we have to be a bit more formulaic in our responses for legal and privacy reasons. I know this can seem like we are not reading...

your messages or doing anything about them but we take player reports very seriously and investigate all of them fully.
If a player you reported has not been banned after you reported them it could be for any number of reasons, including but not limited to:
- We are still investigating the issue.
- We need to monitor some of their activity live, and they aren't online.
- We are waiting for additional information.
- Other less severe action than a ban was taken (warning, suspension of specific in game privileges, etc)
-They simply aren't cheating or their action was not deemed inappropriate.
Properly filed reports on suspected cheaters are directly sent to our dedicated FairPlay team for review. This does mean you will not receive a response for these. We decided to not offer responses because we can not share any results of our investigations anyway and it frees up time for our FairPlay department to spend stopping and catching cheaters.
As for gameplay changes, it's hard for us to know exactly how you were affected without knowing the exact issue you ran into and I'm sorry that our support team hasn't been able to resolve the issue. While we are not able to credit for things like balance changes or other gameplay changes for the sake of the betterment of game balance, we still do want to help if you ran into performance trouble. If you have an open ticket regarding these issues, we'll be happy to take another look and try to address your concerns if you provide the number. Thanks and I hope this better explains our position.

Initial Business Response /* (1000, 5, 2015/05/29) */
Hi [redacted],
In the past, we had a system in place which helped us to expand our cheat detection. This allowed players, under very specific guidelines, to attempt to break aspects of the game while we monitored their accounts. Our current...

ability to detect various cheating is in no small part due to this system. It has since been discontinued and the players who took part and then attempted to cheat have since had appropriate action taken on their accounts. It is not as you describe. Players were never able to openly hit others under this program. The restrictions on this was extremely strict. If not for this program, there would be much much more rampant cheating.
We do attempt to troubleshoot for issues and often times improvements can be made on the player's end to improve performance. If you are using a computer underneath our minimum specs, performance issues are to be expected. Support's job is to help find where problems are and provide a solution for those problems. Sometimes that involves bringing the issue to the game team to fix and sometimes that involves providing the player with as much information as possible to help them resolve the issue.
Please note that per our Terms of Service (https://www.kixeye.com/help/tos) which you agreed to when you decided to play our games, we are unable to offer refunds for purchases or transactions rendered in our games.

Initial Business Response /* (1000, 6, 2015/11/18) */
Hi [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable...

violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we will not be lifting this suspension unless you agree to the terms set by the agent in your currently open ticket.
Please note that at no time are refunds offered for any purchases or transactions rendered in War Commander per our Terms of Service agreement, even in the case of permanent suspension.
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, it would seem they have no idea which game they have banned me from me from, they state in their reply that I am banned from war commander, the actual game I was banned from is battle pirates, I have played war commander but left it as things disappeared from the base and their response was basically that I couldn't prove it, even though I provided photo proof, so they wasn't interested. This company makes up the rules as it goes along, yet again they refuse to provide proof so it would seem they will ban anyone at any time they wish and don't have to answer for themselves. I find their whole attitude to paying customers absolutely disgusting. As for not refunding, I won a prize in a monthly event which did nothing that they said it would do, after a few emails and then me submitting proof of what they had stated they refunded me so once again, making it up as they go along. My Origional demand stands.
Final Business Response /* (4000, 10, 2015/12/02) */
Hi [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we will not be lifting this suspension unless you agree to the terms provided.
Please note that at no time are refunds offered for any purchases or transactions rendered in KIXEYE games per our Terms of Service agreement, even in the case of permanent suspension.
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours.
Final Consumer Response /* (4200, 12, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their reply is exactly the same as last time, all they are doing is sending a pre-written standard statement, the only change they made to it was the removal of the war commander statement and Yet again they lie about refunds. To be honest I can't see any point in you forwarding these texts as they have no respect for their customers, they do what they want, to whome they want, whenever they feel like doing it, they have stolen the money that was in my account, I stated that it may have been one of their employees who messed with my account as they have access to all accounts, they failed to answer. Personally I believe they are a company who have no morals, no respect for paying customers, I don't believe they have looked into my account as they say they have and have sent out pre-written statements, as above. I would like to thank Revdex.com for helping but I don't see what more you can do to resolve this. I hope other paying customers take note from this and if they want to spend their hard earned cash, they know what might happen to them also.

Initial Business Response /* (1000, 5, 2015/10/27) */
Hi [redacted],
We only ever suspend or ban an account that we have firm and credible evidence of it breaking the Terms of Service. Player's are responsible for the activities that occur on their accounts and this includes keeping your account...

secured, even if someone else gained access to your account and took actions that go against the Terms of Service, such activity will not be tolerated.
If you decide to take us up on our offer for reset the account, please submit or respond to a ticket with support so we can address that for you. As outlined in our Terms of Service though, [redacted] we do not offer refunds.

Initial Business Response /* (1000, 5, 2015/08/26) */
Hello L [redacted],
The game team was made aware of some server stability issues starting on Saturday at 2:30 AM and they have since been resolved. We know that this has been frustrating to players and we are not currently troubleshooting for it....

If you have not already done so, I encourage you to write in a ticket for this matter as we are explaining exactly what happened and are helping players get back on their feet.
Please note that at no time are refunds offered for any purchases or transactions rendered in Battle Pirates per our Terms of Service agreement, even in the case of permanent suspension.
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same issues that had been going on for over a year now lol, your game is faulty and I haven't been able to log into it for two weeks now, so my issue is, your servers has caused a financial loss to me and other players in this game. My legal advise to this company is quit defrauding the players as I have plenty of evidence to support what I am saying at this time. As you did not advise the players of this issue till 3 days later and you have not answered the tickets that have been sent in till 7 days later, therefore your customer service stinks. I Have discussed this with my bank and I can get a full refund of 10,500 that I paid into this misleading game, there for by filing a fraud alert and a police report that lead to this issue of fraud. So kixeye is a failure in the game and are still misleading players. They are lyers and thieves. I want to know your attorneys name so I can discuss this legal issue and the 10,000 complaints that have already been sent to me. I also want a full refund on this game
Final Business Response /* (4000, 9, 2015/09/04) */
Hi,
As you can imagine, the server stability issue caused a spike in our ticket volume, so response time suffered. We have done the best that can be done with the situation and, as mentioned before, have been compensating players for losses caused by the server outages.
It is strongly recommended to not attempt to charge back your purchases for services rendered. Such actions are fraudulent behavior and can see action taken against your account.
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your company is in violation of not providing services in which we paid for, I don't play any more so any action taken against me is up to you, but I have filed a police report of regarding the misuse of services rendered, therefore these issues are still continuing to date, your server was hacked due to you banning a whole alliance, they locked your server up, and they will continue because your server is faulty and lacks stability, therefore not allowing a lot of players not being able to log on the server. Therefore by calling my bank and reporting this issue to them, I had full rights in my money and is now pending, You have provided no liable services to your player and in this game, a average of 68,000 players play each day, I have emails to 45,000 members that have been treated unfairly, therefore I will send a copy of this complaint to them, and they will do the same as myself, you are providing damaged goods to the public, and that is also illegal, so your company has made the choice to continue and I will due the same as I stated in all these messages, please provide your attorneys name and address for me to send a notice of intent, and notify of service in small claims court. I can go legal with this issue and you will be surprised of the media and other players will want to tell their story, I will further wait till your bankruptcy is final and go after you