KIXEYE

Initial Business Response /* (1000, 6, 2015/11/12) */
Hi [redacted],
Thanks for getting in contact about your ban. We only ban accounts when there's definitive evidence of cheating, but it's neither our policy or obligation to share such evidence. We are unable to offer refunds, since all in-game...

purchases are final. Our reset offer is non-negotiable, but if you wish to accept it, please submit a ticket letting us know.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because a reset don't include the 2.5k I have invested in the game before they banned me which I was not cheating at all. They banned me the first time for it I took the punishment but it's like someone going to jail for the samething they have just served time for its not right. Iether I get my base back or get my money back.
Final Business Response /* (4000, 10, 2015/11/29) */
Hi [redacted],
Thanks for your reply. Regardless of who may have introduced them, there is clear evidence of additional cheated assets in your game since the one-time unban. Per our Terms of Service players are responsible for their own account security. If someone else accesses a game and cheats, the original account holder is held accountable. https://www.kixeye.com/help/tos
Again, per these same Terms, all gold sales are final and we are unable to offer refunds.
If you wish to accept the final reset offer please open a new ticket and let us know.
Final Consumer Response /* (4200, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want no reset I don't even want to play this battle pirates game anymore. This is bull [redacted] I have not cheated at all since the first ban. But ok kixeye can keep the base I just want the $2.5k I have invested in the game back and if I have to take further actions on it I will.

Initial Business Response /* (1000, 5, 2015/09/21) */
Hello [redacted],
We are aware that there have been some issues with units crop up after the 9/15 maintenance that caused some players to lose units in the game. However, the game team has issued an update post the time this complaint was...

submitted that should rollback all effected accounts to the state they were in before the maintenance was pushed. We hope that players will now be able to get back to playing War Commander!

Initial Business Response /* (1000, 5, 2015/06/15) */
Hi [redacted],
I understand how frustrating it is to play honestly and encounter other players who seem to be flagrant cheats. We don't wish to give the impression of apathy or inaction each cheater report is taken seriously and is a flag for Fair...

Play to manually review an account for evidence. They are careful to not ban players without being 100% on their cheating and they check accounts hundreds of times a day. Fair Play is actively developing new tools to catch cheaters faster than ever and we appreciate your patience.
We KIXEYE employees are prohibited from identifying ourselves in-game, so if any player is claiming otherwise please rest assured they are lying. We will need full-screen screenshots of such claims in order to take appropriate action, and are glad to do so.

Initial Business Response /* (1000, 5, 2015/06/09) */
Hello [redacted],
Thank you for contacting us. We will investigate your report, and take appropriate action. Please note that for privacy reasons we are not able to disclose the specific results of our investigations. Feel free to ignore any...

player who you feel is using inappropriate language (type "/help" without the quotation marks into your chat window for all instructions on ignoring players in chat), while we investigate.
Generally it is better to submit a report like this via the normal support ticketing system as it is much easier for us to gather the required information.

Initial Business Response /* (1000, 5, 2015/11/20) */
Hi [redacted],
Just to be clear, the best place to ask these and other questions would be either via the Forums or by submitting a ticket to support, but I'll try my best to answer what I can here.
1 - The intention has always been the same:...

the game team works on resolving issues every day, but some issues are more complex than the flip of a switch. Even if they know what the cause of an issue is, the fix still requires ensuring no other system gets broken in the process of repairing the one.
2 - I don't have information about what a post flash world looks like for Battle Pirates or War Commander, but I do know that KIXEYE is prepared to adapt as needs arise. For the time being, flash is still a viable platform for these titles.
3 - The Community Moderators are Support's most senior members that interact with the players and they are highly knowledgable about the games and the company.
4 - Such rumors about Fairplay not existing are not at all accurate. Fairplay works every day to keep the games as fair as they possibly can.
4
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for your response.
It is pleasing to hear you are contemplating a game post - flash, but most browsers will stop supporting it soon, so it is very worrying that you haven't replied with something more positive. Failing to plan is planning to fail, and I would have thought that you should have done that and communicated to the players the long term vision. You cannot survive without the players, and those who spend real money, of which I am one, are reluctant to spend money because of poor value (high price of gold, and ridiculous repair costs) when competing against those with unlimited free gold - I recently saw a screenshot of someone with a billion gold. There is no point in spending money on a game that is widely thought to disappear soon, and without some true honesty, the game will die.
We have had some news in the forums where a programmer has been saying what he wants in the future, but despite some good ideas, not much has actually appeared in the game.
We are currently enduring the worst event ever for technical glitches, and despite the players making lists of problems, the rate of new faults vastly outpaces the rate of fixes.
I think you need to stop introducing so much, so fast because it would seem a big problem with the event is the loss of the event after replenishing turrets.
A lot of my team players - good, honest, long standing players - are seriously considering quitting, as am I.
Any more game problems, and my new years resolution will be to give up war commander

Initial Business Response /* (1000, 5, 2015/12/03) */
Hi [redacted],
I'm sorry to hear you aren't happy with the game. Unfortunately, it will be difficult to troubleshoot since you don't qualify for premium support, but I assure you our Fair Play team investigates all cheater reports. If a player is...

reported for cheating but isn't banned, it's either because they aren't cheating or Fair Play is still investigating them. Lastly, I should remind you that KIXEYE does not support cheating since this costs our company money. Thank you for understanding and report, [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is a generic response and as you see they admit to not supporting their product when the problems are caused by them when they insert changes in there program.
When pictures or videos are added to forums which are monitored they are instantly deleted and accounts banned if posts continue but the hacker that you exposed does not get play suspended let alone banned for 7 - 10 days after reports start which shows that the programming reports instantly the info wanted in the forum programming. This is also true for the game programming that the so called Fair Play team investigate. Massive changes in a player profile can be and more then likely is reported instantly by the programming in the game which is the way any investigation must be conducted by their Fair Play team so to claim it takes time is false.
Due to the facts I have provided and the fact that KIXEYE requires players to coin to make money, It is obvious that the use of hackers is a very profitable way to keep their game. Also they definitely do not support their product.
Final Business Response /* (4000, 9, 2015/12/15) */
Hi [redacted],
The previous response may sound canned, but it is the relevant information for your concerns about cheating simply put. KIXEYE takes cheating seriously and we have a dedicated team that investigates player reports every day and work to improve the programming of the automatic detection tools you refer to.
The automatic tools are similar to the immune system of the human body it can only detect what it has already been exposed to. This is why player reports are so vital to the operation of Fairplay as they take information gained from reports and monitoring player activity and plug that data into the tools, attenuating the protocols the program follows.
Final Consumer Response /* (4200, 11, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Proper programming reports profile changes/coin purchases/progress as it also stores this info for future play!
2. Not supporting your customer when a error is made at the SERVER is wrong. A low level support (Not forums actual support (ie: email/Game Error support ticket)is needed, as well as a premium support for paying customer. The changing of programming often causes different errors in each individual base,
.....................KIXEYE....................
STOP MAKING BETTER THINGS....MAKE THINGS BETTER
unfortunately cyber crime is as it looks acquiring money from legit players inventing new stuff when the game does not work properly just blame others computer/browser/flash player/java script when it is kixeye's old servers and open programming script also the where/way in which the game is saved.
If you can delete a pic of hacker on forum in minutes then you can ban or suspend hacker in same amount of time when pics and videos are provided (85% of reports)
KIXEYE look on FACEBOOK they brazenly have pages that show new programs and codes. vision I believe is new one 12/2015

I don't see any solution at the Revdex.com level as you may notice to solve problems you must realize there is a problem.
If Kixeye needs help I am more than willing to assist them or point them in right direction
Thank You for the assist and ear Revdex.com

Initial Business Response /* (1000, 5, 2016/01/04) */
Hi [redacted],
Thank you for writing in. I understand it is absolutely frustrating to encounter suspected cheating in our games, but I want to explain Fair Play's process - they investigate and ban hundreds of players everyday, but only when there...

is 100% definitive proof of cheating. If there is a player you reported that isn't banned, it's either because they are still being investigated or simply weren't found to be cheating.
This isn't something we are able to offer compensation nor proof due to many reasons. We are unable to offer compensation to players hit by suspected cheaters because it can encourage a witch-hunt mindset among our players. We are also prohibited from sharing details of these investigations because it violates our privacy policy for players.
Thank you for understanding and have a good day.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent in screenshots of players using foul and inappropriate language in the early afternoon and by the mid evening they are banned. If I can send in a screenshot of that and it can happen that fast for a foul mouth why cant it happen for a clear cheater. We lose resources, time off of upgrades and more when these guys hit us. Kixeye does nothing about that either. These hackers are smart and hit us offline most of the time so it is hard to catch them ion the act and by the time we are lucky enough to do so, we have lost more than the battle is worth. I had a guy deploy 3 phantoms in my base the other day. At no point in the play by play log does it mention he retreated his phantom at any point. Just 3 phantoms deployed. These guys steal our PVP. this is the method use to determine not only our ratings in the game and leader board but dictates the amount of medals we earn every week to be able to purchase items not available except in the gear store if we are unable to acquire them during the events. This guys can rip us apart all day long with no cost to them on any level due to between the gold hacks and unit hacks they use. When u have unlimited gold a repair and ready for the next battle is in seconds where we accumulate hours of repair time just trying to kill one of their bases. The most commonly used hacked item they have is the ronin vet level. It never dies and yet ours do. This is a unit that hasnt been available since august or september when they closed out the ronin bases and yet these brandnew acc have them. I sent in a screenshot of a guy who has 19 ehovers, 1 ronin, 1 viperX 21 wraiths and 4 ultra tanks in his base. That's before the atk. That pic was took on a scouting mission.We have sent in hundreds of pics like those and yet they are still there 1 week to 2 months later. I sent a pic in on one guy who had the new maxed levels in his base before they were even available and he is still there 2 months later and now that the new levels are available. he will remain. I understand with the amount of hackers u have it takes time but you don't even compensate the players whom have lost so much from these hackers. Every single atk log I have over the last 2 months have 3 things common with the hackers who hit me. 1 only lost a few owls. 2 they all have brand new accounts and 3, every single base has the same vet level ronins, use the same defenders , are not old enough accounts to have many of the new toys they do, never do an event and yet they have the latest toys and are all over capacity. I had a guy hit me with an Espectre last month. His acc at that time was maybe a week old. The Espectre isnt even a memory anymore it's so old a unit and hasnt been available for well over a year since the 45HH espectre weekend.I sent that play by play and they are still playing in another sector and that log is gone out of my list. No u spend a lot of time collecting money from good honest players and u do [redacted] little to earn it. Between broken events, hackers and the old beta glitches that remain in the game today, It is clear where your importance is laid. I had a guy hit me with a SS yesterday. How did he get that. I havent seen him hit one event or 95 red locus base in the 2 events he has been arround and we are on at the same time everyday. I have hit over 30 of those 95 red event bases and I get more thor than anything else. yeah his is a hack. You know these guys are dirty and wrecking the spirit of this game and u simply look as if you just don't care.
Final Business Response /* (4000, 9, 2016/01/12) */
Hi [redacted],
KIXEYE does care about whether players are enjoying the game as intended or breaking the terms of service. In the former case, it means the product is working and having he desired effect. In the latter case, it causes honest players to not enjoy the game as much, which loses us money. We have strong incentive to have a dedicated Fairplay team investigate every report and use the information in the reports to improve automatic detection tools. However, the Fairplay team has to use evidence gathered at the code level to take action, so screenshots and video submitted by players, while appreciated is only part of an investigation this is to ensure only those that definitively have broken the terms of service have action taken against their account and prevents unscrupulous players from getting honest players, such as yourself, banned simply by spamming reports.
Thank you for understanding.
Final Consumer Response /* (4200, 11, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I see what you are saying it doesn't address the entire issue. Between the events that run so bad that many of us can't eran the big prizes and the clear evidence of a cheater u seem to spend more on the song and dance then resolving the problems. We call that lip service. Example. The onslaught event in December. My wave 34 broke. The second I hit defend it freezes up. I can't surrender, see what comes in or control my op and units. I sent you video of this and u did nothing. I spent many cold coins on my air to replace the thor. I was not the only one and by the time it was over you gave me an insulting 20 gold and then closed the ticket. I sent you a screenshot of emporados base with well over anyone's capacity for base defenders and he is still in the game. We have been dealing with hackers and cheaters since the mega tank came into play. I was in sector 160 when [redacted] brought 20 of them into my base and she had at least that many in her base and we were lvl 20? U did nothing then. Between the ongoing problems with hackers, the over all glitches that have been here since beta testing that you constantly blame our computers for you spend more time coming up with more ways to make money off your players than u do giving us what we have already paid for. I ran wave 34 from 3 diff locations in my town off of 3 diff systems at those locations and the game did the same thing at all locations and yet u sent me a link for my flash. I would have had the phantom. I didnt get it cus your game broke. My points, resources and standings get depleted by these hackers every week and even though you have the evidence needed to ban them you don't. When a lvl 30 comes into my base and destroys it with no special ops, no heavy air or ground units and the play by play says I killed 6 hovers? thats a hacker. I am trying to see your side but you make it hard as we your players see the facts and those are, between your events and event bases u continue to increase the difficulties on in the name of keeping it real and the obvious hackers all u do is cost your players money and that is not right. U have hackers with units that are no longer available. The espectre has been gone for more than 2 years? we got guys with brand new acc in our sector who have them. The [redacted] has been gone since august last year? They have those too. How do you not know this. when a no older than 1 month acc comes up with units that went out yrs ago and u do nothing or we send video of a broken event and you do nothing what are we to think. I should have had the [redacted] from the shodow ops but you made them so hard that nothing I had could do it and yet you changed the shadow ops in the toward the end of the etitan op screwing many who worked thr butts off and every time u change something and we learn to get around it early on you do it again in the middle. U don't wait till that op ends and then set your changes. U cheat and make the changes in the middle of the ongoing op. This growler op I have been opening 70 corpus bases for people left and right at my own expense cus you cheated again and changed them. your cyclones in the december onslaught shoots floating platforms where ours dont. What do you expect your players to think when u dont ban clear cheaters, your events brake and you send in units into our bases that do things ours cant.

Initial Business Response /* (1000, 5, 2015/05/20) */
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.
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 Business Response /* (1000, 5, 2015/08/23) */
Hello [redacted],
Thank you for reaching out to us. Your game more than meets the spend threshold for Support tickets, and I see that your ticket #XXXXXXX has been receiving replies. We are glad to continue working with you to resolve these...

issues there.
In the meantime here is a bit more information about the Support thresholds: https://www.kixeye.com/forum/discussion/XXXXXX
(It is set at a $50 overall spend, and that does not need to have been recent.)
We appreciate your patience and I hope this information helps.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they have started to respond to my complaints and has reactivated my account

Initial Business Response /* (1000, 5, 2015/08/18) */
Hi [redacted],
The game team regularly monitors event progress as well as player feedback and will make adjustments to ensure a particular event is engaging based on these factors. This can cause events to have their difficulty decreased as...

previous events have had occur and, as what happened in Last Stand, difficulty was increased in the Elite Campaign.
While the changes to difficulty were reversed after further feedback was recieved, we are not offering compensation to anyone for these changes, just as we do not offer to credit when other balance adjustments are made to other features of the game.
As outlined by the Terms of Service: "KIXEYE may suspend, modify or discontinue, temporarily or permanently, the Service (or any part thereof) at any time with or without notice to You. You agree that KIXEYE will not be liable to You or to any third party for any modification, suspension or discontinuance of the Service."
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/03) */
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.
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.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Heartily requesting to reopen my account for one last chance..thank you

Initial Business Response /* (1000, 5, 2015/05/20) */
Hello [redacted],
Our chat policy is loose, and allow a good amount of salty language in our games. A lot of this is the product of the fact that our games are PVP focused and cultivate rivalries between players.
If you reported a person who...

didn't get warned for their behavior, then their language did not violate our chat policy, which you can find here: https://www.kixeye.com/forum/discussion/XXXXXX
Perhaps what you consider inappropriate did not violate these terms. We stand by our decisions in what is considered "harassment" and what is considered another part of online "play". You are always free to ignore players who you feel are offensive and we have recommended that option to you many times. That option was created for this specific reason and we will not be changing any decisions made with regards to this complaint.

Complaint: [redacted]I am rejecting this response because: Stating it come from my Facebook account show's no proof Due to my Facebook account that was for this name and ID number has been deleted long ago well over 8 month's ago. my New Facebook account has a completly different account attached to it with a 17.4million ID + and was a test for kixeye and proof was sent in only to be declined any actual proof. but my 3.75mil ID has always been legit. and was banned less then 1 hour after a employee gave back 90,000 uranium part's for a kixeye screw up. Sincerely,[redacted]

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 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because I wasen't cheating and they never showed me any proof,its easy to say someone was cheating but if so show some prove .it maybe a mistake that I was unaware of .I will seek the advise of my attorney.
Final Business Response /* (4000, 9, 2015/11/05) */
Hi [redacted],
Please note that it's neither our obligation or policy to provide proof of cheating, but we take action against accounts only when there's definitive evidence. Also, if you choose to take legal action against KIXEYE, all further inquiries will be communicated between your legal representative and ours.

Initial Business Response /* (1000, 5, 2015/05/24) */
Hello [redacted],
We definitely understand that it is frustrating to deal with people who seem to be flagrant cheats, and Fair Play is working hard at becoming faster and more effective at catching cheaters so honest players do not have to take...

damage from them in the future. The team takes developing them ASAP very seriously. They are currently testing these tools, to ensure they don't return any false positives, and will be implementing them as soon as they can. For example a tool introduced two weeks ago has already banned over two thousand cheaters.
That being said, as mentioned in your earlier tickets please keep in mind that we cannot credit for issues dealing with possible hackers we're unable to comment on others' accounts for privacy concerns, and we routinely ban for reasons other than cheating.
The policy against crediting for apparent cheaters isn't due to individuals such as yourself going on a witch hunt it's a general necessity. It's important for us to be able to ban players whose accounts have been compromised, for example. We also receive hundreds of cheating reports against honest players who legitimately coin. Since we're unable to comment on the reasons behind other players' bans, if we credited for cheating then as soon as a coining player was banned even temporarily for hacked-account reasons it would generate dozens of tickets from players who'd taken legitimate damage demanding compensation. That would hinder our ability to keep toxic players and other cheaters out of the game.
I hope this information helps and if there are other issues we can assist you with let us know.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
im sorry your company feels this way im just not spending anymore money with your company period. I have reported many players who are 100 percent cheats and some have been banned some are still around your are not creating a witch hunt as you call you are allowing your game to lose players who have played for years as I have. kixeye always talks its players in circles when issues arise like for instance when your support team took over 1000 infamy from me for no reason and never even replaced that .All I got was a response saying we are sorry please dont tell no players about it .tell me how thats fair?? I spent my hard earned money on that too. I hope kixeye will do the right thing one day and treat your players with the repect and great gaming experience that they deserve
Final Business Response /* (4000, 9, 2015/06/05) */
We do understand your frustrations when dealing with these types of players, but in the interest of fairness we can not credit for reporting them or for damage done by players that are later banned. This policy is in place for your protection as well, as we investigate every report and do not take the word of one player over another. These investigations take time, but we ere on the side of caution and do not want to ban an innocent player. If players were credited for sending reports (as you are asking) there would be a flood of reports, most of which would not be genuine. This would further hinder our ability to catch cheaters.
I understand this is not the resolution you are looking for, but we are unable to credit at this time. If you open a support ticket, we'd be happy to discuss any options available.
Final Consumer Response /* (4200, 11, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand how me spending my money on things I never recieved due to my base crashing cause hackers hit my base and kixeye not wanting to ban hackers to make there game work has anything to do with you not wanting to ban fair players. these players are not fair 9 archangels flying in my base is not a fair player even the pictures I sent to fair play nothings been done I want my 100 dollars refunded. not my fault your game has so many problems due to hackers I just expect what I pay for

Initial Business Response /* (1000, 5, 2015/12/22) */
Hi [redacted],
War Commander, like all of KIXEYE's game are free to play and while bugs are regrettable, the game team works every day to find the cause of, and fix for, any bug they can successfully reproduce. Contrary to what you suggest,...

leaving bugs unchecked in the game loses KIXEYE money, rather than helps revenue. KIXEYE is invested in improving its games and this is why support exists. When the game does not work as intended, players can contact support to not only provide information and documentation on them, but also be assisted in the best way possible.

Initial Business Response /* (1000, 5, 2015/07/10) */
Hi [redacted],
Your account was banned for repeated offenses. Fairplay will only suspend an account when they have concrete data that shows the account had broken the terms of service. We do not offer special treatment to any players as...

encouraging cheating is not in the interest of KIXEYE's business of making awesome games.
While I am happy to pass [redacted] the information you have mentioned here about [redacted] and [redacted] to our Fairplay team for them to investigate, I will not revoke the ban on your account and it will remain suspended due to the repeated breaches of the ToS.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not show any evidence and have not yet investigated what I was told in regards to logs being edited. They have also by the look of it sent the information to the same people who may be responsible for the issue in the first place. They do not even say what these so called repeated offenses were. If these so called repeated offenses were from attack logs and they were edited they would be moot anyways. It looks as if they spent almost no time in looking into this matter whatsoever.
Final Business Response /* (4000, 9, 2015/07/22) */
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.
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.

Initial Business Response /* (1000, 5, 2015/11/29) */
Hi [redacted],
Thank you for keeping in touch about your negative experience with Operation: Wildfire. With so many other players in battle at once game performance was a bit slower than usual. This could result in lag, having difficulty...

connecting to the game, or getting disconnected. There was also an intermittent issue affecting some players where the event banner would disappear then reappear. We appreciate your patience while the team worked to resolve it.
In War Commander's constant evolution it is inevitable that, despite testing out new content prior to its release, some issues will make their way into the game itself. When that happens the team works to correct the problems as quickly as possible. Unfortunately no 24/7/365 online game is without occasional flaws, and please keep in mind that per our Terms of Service (https://www.kixeye.com/help/tos), the game is provided on an "As-Is" and "As-Available" basis.
Out of fairness to other players who experienced similar problems we cannot unlock event prizes in addition to the gold we've credited. With that said, in your open ticket (#XXXXXXX) you mention losing a Twin Titans Special Op. I have replaced that for you as a courtesy.
Event lag alone should not render the game unplayable. If you find that the problem persists we will be glad to help troubleshoot in a ticket. Let us know how it goes and have a great day on the battlefield.

Initial Business Response /* (1000, 5, 2015/10/16) */
Hi [redacted],
Sorry for all the trouble with your missing units. I took a look into your account and the tickets you refer to and it appears we replied earlier today and credited your account 10 Rocket Buggies and built the 5 remaining...

Hellhound units your limit allowed for. As for the Archangel, we do not have any evidence on your account that shows it was unlocked, which is why we ask for documentation.
Our records are very accurate, so when a player believes there is a discrepancy, we need screenshots or video that shows otherwise to be able to assist further with a given issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry you feel that I need another program to play your game(video software). Unfortunately computers are not always correct, they do have glitches that sometimes happen that we can not explain, i.e invisible toons, vanquisher shields that do not work, and ect. Kixeye's game has a lot of glitches and if you wait until the event that starts this week you will see that in fact their computers do error from the amount of complaint that they will receive in the first two days. I have been a loyal, (spending money customer) for almost five years now and I think that should count for something. It took me 3 months (3 events) to get the Sand Storm and never got to use it. It was upgrading when I lost it. It vanished when a known hacker (self proclaimed) hit my base. You never know what to expect or what a hacker will do or cause to a system, that's why their called hackers. In their reply they want you to believe that there are no glitches and their records are on point. if that is the fact why do the give away gold to players when the have a problem (glitch) with the game? Why if that is the case do they post known game issues and the fixes? Someone has to report the problem and that is exactly what I did and was made to feel as though I am a criminal and they are questioning my good word as a loyal player. Yes they did give me the 10 rocket buggies and the [redacted] Hounds and I am thankful for that but I would still like the Sand Storm back. The Sand Storm yes is a great weapon and that's why people are trying to get it. I am a level 43 and have virtually every unit that you can have and they are in most cases maxed. Therefore, while the Sand Storm is great it is not a pivot point for me to play the game offensively...... it's the principle of my earning it and then it finishishing. I am just one player out of the 1+ million that play the game that is taking the time to speak out about glitches like this. A glitch by definition is "a defect or malfunction in a machine or plan" and machines do make mistakes just as we do. If you have any questions at all about my honesty please log into their game and ask the other people who play about the glitches in the game and what those players think of Kixeye's computers and servers. This is a catch 22 for Kixeye because if they stand fast about their computers always being on point and very accurate, then that would indicate that the glitches in the game are by design by them and they are infact ripping people off of there hard earned money. I look forward to your reply.
Final Business Response /* (4000, 9, 2015/10/26) */
Hi [redacted],
We never claim that it's impossible for something to go wrong on our end. On the contrary, when something is clearly wrong on our end, we want to be the first ones to admit it. You reference during event times, player concurrency is higher, which may cause server overload for players already prone to performance issues. We mention this in our replies and mention that we are working on it.
However, with missing units, we have to be more formulaic and ask for documentation. We cannot credit high level, end-game content to players on goodwill alone, considering our logs on what is earn in account are quite detailed and traceable. So yes, we will ask for documentation at times when the request is larger than typically seen. I'm sorry if this policy is unsatisfactory or slower than you'd like, but it is one we must stick to.
Final Consumer Response /* (2000, 11, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/17) */
Hello [redacted],
Fair Play bans hundreds of cheaters a day and tens of thousands each year. They are also hard at work on new tools to catch these cheaters faster than ever. One such tool banned over 800 dishonest players at once when it was...

introduced last week.
Your patience and your report of this software is appreciated.