KIXEYE

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ HI [redacted] , When reverting a base, we make it very clear to players what will happen and what to expectWe made those losses apparent to you in December and credited the gold that you spent in the time between the revert and the reversion dateWe also upgraded hulls for you and provided additional uranium to cover the lossesYou accepted the offer to revert your base after all of this was explainedAs such, there's nothing more that we can offer you at this time Moving forward, please note that per our Terms of Service (https://www.kixeye.com/help/tos) we are currently unable to offer refunds for purchases or transactions rendered in Battle Pirates

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Hello [redacted] , Thanks for checking in with us about thisWith player reports, for cheating or other violations, we have to be a bit more formulaic in our responses for legal and privacy reasonsI 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 reviewThis does mean you will not receive a response for theseWe 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 issueWhile 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 troubleIf 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 numberThanks and I hope this better explains our position

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Hi ***, I have reviewed your accountThere is no indication of any hacking or of a compromised accountIf we check the account and cheating is found, we take actionAll 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 teamThis was the case on your account and we will stand by whatever action was taken against your accountWe do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methodsThis decision is final and we will not be lifting this suspensionYou are still responsible for the security of your own account Please note that at no time are refunds offered for any purchases or transactions rendered in our 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

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Hi ***, Thanks for writing inI understand your frustration with receiving performance issues in combat, but we are unable to address this matter via phoneOur support team operates via ticketing systemIf you submit a ticket, our support team will be able to address your matters further for youHave a good day, *** Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I said in my statement your ticket submission is not working that's why want you to call me my number [redacted] Final Business Response / [redacted] (4000, 9, 2016/01/20) */ Hi ***, Sorry to hear you are having trouble raising a ticket but we do not offer phone support at this time If you are unable to reach our helpcenter, please check out this forum thread for assistance in raising a ticket: [redacted] Please make sure you are signed in on the correct account and that it qualifies for ticket support: [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/12/11) */ Hi [redacted] , We are more than happy to accept video evidenceIf you could send along the ticket numbers where you have submitted this video documentation of the missing items from your base from when they were present, we can look further into this for you Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept that this will be actioned in the slightest as I can supply copies of all the emails between kixeye and myself, telling me that no matter what evidence I supply, I never hat the items in my account! Also the initial response from kixeye support, if you can call it support, is "we can look further into this for you." followed by several statements that I was trying to defraud the company and I would be banned, lose support etc ticket numbers as follow - (video supplied November at 12:32GMT) - (video supplied Dec 2, 2:PM) I have supplied video in this case also, as well as transcript with LXC ( [redacted] on facebook, giving me my dread BP but saying I cannot have my ships back Had screenshots of the other items I had lost also I have also lost countless crafting items (i do not have specifics) I refuse to accept kixeyes reponse as having been called a liar twice, even in light of evidence, I feel very aggreived, as stated I wish for all the ships I worked hard for to be returned, even if it is just as blank hulls, materials to refit and upgrade them, (had spent weeks on this crafting system before going less active) below are the videos I sent to kixeye, alas I do not have video of myself playing every ship I have in my arsenal [redacted] Once again for the way I have been treated and the loss time (i have not wanted to play this game without the ships I worked hard for) I would like some reparations from kixeys on top of what I am entitled to from previous events, building and farming within the gameI have played at a top level in this game for well over a year and this has hindered my play style [redacted] Final Business Response / [redacted] (4000, 12, 2015/12/22) */ Hi [redacted] , I have investigated those tickets, the video you provided, and discussed the findings of the game team and can confirm that the items you listed in those tickets were not present on your account beforeFor this reason, we are not able to add them to your accountThank you for understanding Final Consumer Response / [redacted] (4200, 14, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have video evidence to the contraryThat tops any "discussing" you may have hadAlso have dozens of players willing to support my claim Your company has cost me money, I paid for several of those items by coining refits etc I will take this to court if needed LXC community manager already said I'd get the blueprints back, I have the transcripts savedSo think again Return the items to my accountI'm sick of this company and their lack of customer standards Complaint Response Date bumped because: Holiday

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Hi ***, With player reports, for cheating or other violations, we have to be a bit more formulaic in our responses for legal and privacy reasonsI 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 thoroughlyIf 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 reviewThis does mean you will not receive a response for theseWe 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 cheatersOther reports (harassment, offensive language, etc) are still handled by Customer Support and do receive a response, but they are treated with no less respectWe 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 playI hope this better explains our behavior in responding to these complaints as well Initial Consumer Rebuttal / [redacted] (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 companyThey readily admit they have internet hackers playing the game and taking advantage of honest playersWhen 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 companynow according to the above response they are doing all they can to catch the hackersdoes anyone else see the irony of thisit'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 gameKixeye refuses to compensate those that have spent money on the game and fallen victim to those hackersyou may ask why would they refuse to compenste to the victims of hackerthe 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 eventthere 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'tI want a refund on part of the expenses I've incurred due to hackers over the yearsyou admit to having them but the reason you don't is because if you started refunding people (vicitms) you'd lose your companyIt'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 / [redacted] (4000, 11, 2015/10/07) */ Hi ***, Cheaters create new methods of cheating our gamesWe must create new methods of combating those methodsSometimes 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 cheatingInstead, we do our best to remove cheating in our games We aggressively track down cheaters and take appropriate actionOur FairPlay team is dedicated to removing cheaters from the game and developing tools to prevent players from cheating in the first placeI 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/p Part 4: https://www.kixeye.com/forum/discussion/XXXXXX/p Final Consumer Response / [redacted] (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 hackerthis response is negligent and irresponsiblethe fact is you still make money even when there are hackers your forum requests that players report anyone suspected of hackingwhy is this the job of the customers? It is not my job to try to report suspected incidentsthat's your job to prevent themthere is NO fair play when the environment is so easy to hackthis 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 hackersthis image you have is totally unprofessional

Hi [redacted] ,Thanks for your inquiryI have reviewed your report and confirmed that your ban is definitiveKeep in mind that players are only banned when there is definitive evidence of cheatingThis ban will remain and we will be unable to respond to further inquiries regarding this matterThank you for understanding

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Hi ***, 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 factorsThis 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 YouYou 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 / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Hi ***, With player reports, for cheating or other violations, we have to be a bit more formulaic in our responses for legal and privacy reasonsI 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 thoroughlyIf 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 reviewThis does mean you will not receive a response for theseWe 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 cheatersOther reports (harassment, offensive language, etc) are still handled by Customer Support and do receive a response, but they are treated with no less respectWe 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 playI hope this better explains our behavior in responding to these complaints as well Initial Consumer Rebuttal / [redacted] (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 companyThey readily admit they have internet hackers playing the game and taking advantage of honest playersWhen 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 companynow according to the above response they are doing all they can to catch the hackersdoes anyone else see the irony of thisit'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 gameKixeye refuses to compensate those that have spent money on the game and fallen victim to those hackersyou may ask why would they refuse to compenste to the victims of hackerthe 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 eventthere 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'tI want a refund on part of the expenses I've incurred due to hackers over the yearsyou 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 / [redacted] (4000, 11, 2015/10/07) */ Hi ***, Cheaters create new methods of cheating our gamesWe must create new methods of combating those methodsSometimes 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 cheatingInstead, we do our best to remove cheating in our games We aggressively track down cheaters and take appropriate actionOur FairPlay team is dedicated to removing cheaters from the game and developing tools to prevent players from cheating in the first placeI 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/p Part 4: https://www.kixeye.com/forum/discussion/XXXXXX/p Final Consumer Response / [redacted] (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 hackerthis response is negligent and irresponsiblethe fact is you still make money even when there are hackers your forum requests that players report anyone suspected of hackingwhy is this the job of the customers? It is not my job to try to report suspected incidentsthat's your job to prevent themthere is NO fair play when the environment is so easy to hackthis 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 hackersthis image you have is totally unprofessional

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ Hi ***, I have reviewed your accountWe do not ban based on player reportsReports are just an indicator to check an accountIf we check the account and cheating is found, we take actionAll 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 teamThis was the case on your account and we will stand by whatever action was taken against your accountWe do not disclose specific information to help prevent cheaters from finding ways around our detection methodsThis decision is final and the removed research will not be returnedYou 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 / [redacted] (3000, 7, 2015/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptableYou cannot tell me that this was the case on my account when I know 100% that it wasn'tI 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 cheatingThis personally is a disgraceIt 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 madeThis is all you have done, is assume coz I knpw I havent cheatedIts 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 fineWhy 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 manipulatedI work for a major bank and understand certain reasons why this is hard to explain but I am not asking for specificsIf 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 acceptableIf its about my toon strength then say so, thats not exactly leaving it open to finding detections aroundI only say this again as it sounded that way when you wrote your replyIf I was cheating you would find that my base / toons or whatever would be at max strength but they arentOnly 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 caseI 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% accuracyI can assure you this is not the case with me and after years and thousands of hours of work its extremely sad and disappointing that you end my game the way you have doneNot 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 gameI 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 playsBecause I can assure you it can be done and has been done legitamatelyIf 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 haveI 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 acceptableIts 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 murderThey 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 lifeHe cannot explain his story nor write anything as he will not get a replyWe have made the decision, the decision is finalEven 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 backBut 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 wrongAgain I plead that you fairly look at my account again Thanks for your time Final Business Response / [redacted] (4000, 9, 2015/10/20) */ Hi ***, 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 suspendedThe research in question was tied to this activity and so were revertedWe will not be crediting back these reversions Final Consumer Response / [redacted] (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 doneI 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 bannedTo 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 meI ask for this proof as I 100% know there is noneSo for me as a paying customer you take peoples money bann them, give no proof and say I have violated the termsAll 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 itselfAs 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 ofYour update caused my toons and my units over capacity which were never resolvedLooking 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 ofThis 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 itYour explaining to someone about instances in a birtual gameYou say it gives hackers or whatever to figure a way around it but lets be honest with yourselves hereHackers have ridiculed your IT guys for yearsThey have hacked for years on this game and you havent stopped themSo 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 resolvingI'm a nobody to you and obviously just a numberI bet if I was paying thousands on this game and havking you wouldnt bother to even look at meAll about money and nothing about the right thingIts 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 actionsDoesnt seem this is correct

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Hi ***, Thanks for writing inI have reviewed your case regarding your account and your ban is in fact permanentBecause of this, we won't be able to restore your accountTake care, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response because it's simply unfair ! I know that it is my responsibility if someone gains access to my account and cheats on it , the account got hacked ,, it's not that Im happy it got hacked or I wanted it to get hacked ! You know there are people who breaks into security of anything if they want to ,, even kixye system is self is broken by hackers who break thru game codes and make cheating software and mess the game up!!! As a coiner in war commander and a fair player I do deserve a chance to have my account restored once , I'm not that cheater who deserve this , I'm an honest and clean player and I followed all kixye terms and conditions once I started this game nearly years ago please understand this situation and understand that I won't risk losing losing my account after over years working on it and over $ I spent on this game !! Thank you , waiting for a response hope it be the right one :( Final Business Response / [redacted] (4000, 10, 2016/01/19) */ Hi ***, As mentioned before, the ban is permanent and we will not be restoring the accountAs you are aware, you are responsible for the security of your account and since definitive evidence of cheating was detected on the account, it will remain banned Final Consumer Response / [redacted] (4200, 12, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Guys ,, again , as I mentioned before ,, I do know köeye terms of services and I know that the account security is my responsibility !! But really !!! If it happened and my account got hacked n cheated on , I lose my account and all the money I spent ??!! This males no sense at all guys , I spent over thousand dollars on war commander and I can bring you receipts of all the transactions !! This is the worst decision you can ever make by permanently banned a player who been playing daily and spending lots of thousands on your games (even though your game is not worth playing anymore ) ,, your own game and you can't control it and secure it and that's why hackers now are enjoying it so much and breaking thru your game codes , and yet you telling me about being responsible for my account security ?! Where is your own game security ?! Why you not stopping hackers from breaking your game codes and creating cheats ? You wanna be fair ? Come on let's be fair I spent years and almost thousand dollars on your game ,x you spent those years taking those thousand and in the end now , you banning my account due to that hacker who cheated on it , and not giving me ONE CHANCE to get my account back ,, while you give 4-chances to other players and some of them are cheaters and still cheating and still getting more chances !!! What fair play you talking about ? What fair play when I lose my account and 80k $ over it too for NOTHING !! for being a victim of a hacker who wanted me out of game and they did !! I'm asking you again for a chance and you will see that I am one of the only few real fair players in this game , Please be fair , real fair and restore my account ONE CHANCE !!!

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Hi ***, Thanks for writing inI have reviewed your case regarding your account and your ban is in fact permanentBecause of this, we won't be able to restore your accountTake care, *** Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response because it's simply unfair ! I know that it is my responsibility if someone gains access to my account and cheats on it , the account got hacked ,, it's not that Im happy it got hacked or I wanted it to get hacked ! You know there are people who breaks into security of anything if they want to ,, even kixye system is self is broken by hackers who break thru game codes and make cheating software and mess the game up!!! As a coiner in war commander and a fair player I do deserve a chance to have my account restored once , I'm not that cheater who deserve this , I'm an honest and clean player and I followed all kixye terms and conditions once I started this game nearly years ago please understand this situation and understand that I won't risk losing losing my account after over years working on it and over $ I spent on this game !! Thank you , waiting for a response hope it be the right one :( Final Business Response / [redacted] (4000, 10, 2016/01/19) */ Hi ***, As mentioned before, the ban is permanent and we will not be restoring the accountAs you are aware, you are responsible for the security of your account and since definitive evidence of cheating was detected on the account, it will remain banned Final Consumer Response / [redacted] (4200, 12, 2016/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Guys ,, again , as I mentioned before ,, I do know köeye terms of services and I know that the account security is my responsibility !! But really !!! If it happened and my account got hacked n cheated on , I lose my account and all the money I spent ??!! This males no sense at all guys , I spent over thousand dollars on war commander and I can bring you receipts of all the transactions !! This is the worst decision you can ever make by permanently banned a player who been playing daily and spending lots of thousands on your games (even though your game is not worth playing anymore ) ,, your own game and you can't control it and secure it and that's why hackers now are enjoying it so much and breaking thru your game codes , and yet you telling me about being responsible for my account security ?! Where is your own game security ?! Why you not stopping hackers from breaking your game codes and creating cheats ? You wanna be fair ? Come on let's be fair I spent years and almost thousand dollars on your game ,x you spent those years taking those thousand and in the end now , you banning my account due to that hacker who cheated on it , and not giving me ONE CHANCE to get my account back ,, while you give 4-chances to other players and some of them are cheaters and still cheating and still getting more chances !!! What fair play you talking about ? What fair play when I lose my account and 80k $ over it too for NOTHING !! for being a victim of a hacker who wanted me out of game and they did !! I'm asking you again for a chance and you will see that I am one of the only few real fair players in this game , Please be fair , real fair and restore my account ONE CHANCE !!!

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Hi ***, Thank you for writing in about this matterI assure you that these players aren't moderators or employees of KIXEYEWhile KIXEYE employees to play our games, we are strictly prohibited from revealing our true identities in game If you suspect one of these players to be cheating, please submit a report to our Fair Play team and they will be investigatedPlease note that our team only takes action if there's definitive evidence of cheating

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ Hi ***, In the past, we had a system in place which helped us to expand our cheat detectionThis allowed players, under very specific guidelines, to attempt to break aspects of the game while we monitored their accountsOur current ability to detect various cheating is in no small part due to this systemIt has since been discontinued and the players who took part and then attempted to cheat have since had appropriate action taken on their accountsIt is not as you describePlayers were never able to openly hit others under this programThe restrictions on this was extremely strictIf 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 performanceIf you are using a computer underneath our minimum specs, performance issues are to be expectedSupport's job is to help find where problems are and provide a solution for those problemsSometimes 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 / [redacted] (1000, 5, 2015/11/05) */ Hi ***, I'm sorry your Base went missingUnfortunately, it will be difficult to provide assistance for this matter since you don't qualify for support, but there was a link provided in our Forums page to have your base restoredIf you haven't already, please visit https://www.kixeye.com/forum/discussion/XXXXXX to have your Base restored Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I finally got my buildings back but lost 40illion in thorium upgrades in the processI was also unable to complete my event because of the loss of defensive buildings and turrets.I think it'd only fair that I get compensated for the lossed Final Business Response / [redacted] (4000, 19, 2015/12/14) */ Hi ***, You are still welcome to play our games for freeThis has not changedCustomer Support is not a free feature for our games at this timeIt was a necessary change we had to make in order to focus our available resources toward our customers You can find more information on this policy here://ow.ly/RjjXx As soon as your account qualifies for support, we'll be more than happy to help Final Consumer Response / [redacted] (4200, 21, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has lied from the very beginning telling me that I should have support and that to send a ticket and (I an my team will be happy to get your base back in order) As you can see they lied about that tooI have played this game since it started for almost years ago and this is unfair for them to respond to loyal players with lie after lieThey don't honor what they say and a service that was free for years should not all of the sudden have a cost after years invested in a productI just want them to make good their promises of fixing my base and stop lying

Initial Business Response / [redacted] (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 helpI 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 inWe answer tickets in the order that they were received, but we'll happy to continue working with you on this issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/20) */ I disagree with thisI digned No Contract with them to play a Free GameI want my Money back because they exercise very poor Customer Service Final Business Response / [redacted] (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 / [redacted] (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 GameKixeye never refused to take my money, yet they Provide the WORST Customer Service EVERThey never sold issues, they only respond by blaiming my computer for the issues I send in tickets forI am not HappyI do Want a REFUND of All my money, and I know they csn refund itThey have never resolved anything, yet as I said I paid money for various reasons such as to shorten upgrade times

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ Hi ***, I have reviewed your accountWe do not ban based on player reportsReports are just an indicator to check an accountIf we check the account and cheating is found, we take actionAll 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 teamThis was the case on your account and we will stand by whatever action was taken against your accountWe do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methodsThis 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 / [redacted] (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 / [redacted] (4000, 9, 2015/11/05) */ Hi ***, 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 evidenceAlso, if you choose to take legal action against KIXEYE, all further inquiries will be communicated between your legal representative and ours

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Hi ***, Covering what you've presented here, the second timer is to keep players from being able to deploy and base holdIt's to keep players from playing unfairlyIf 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 optimallyAlso, 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 gamesThey are freeIf 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 limitedYou 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 / [redacted] (1000, 5, 2015/09/17) */ Hi [redacted] , We're sorry you were unable to abort your [redacted] CampaignIf you could please submit a ticket regarding this matter, we'll be able to assist you further there Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was performed separate tickets were issue the first ticket number XXXXXXX dated 9/11/was attempting to abort the elite campaign, unknown to me that once started you could not abort this specific campaign, it does not tell you that until after you started the campaign, so I decided to perform a different campaign ashes to ashes campaign, however, it cannot be performed as the icons are right on-top of each other preventing the action from occurring, enhance the second ticket XXXXXXX dated 9/11/letting Kixeye know I can not perform the ashes to ashes campaign as the first campaign is in play mode Desired Resolution: Provide a credit of coin's to my account, for time lost waiting on kixeye to take action [redacted] Provide blue print's of new raid ships for ascession raid that started 9/10/thru 9/15/ [redacted] Added in big bold print on the elite campaign with acknowledgement button that this raid can not be abort once started [redacted] Change there gaming practice, as it could potential lead to further complaints to the attorney generals office of the state of California [redacted] Do not stack the campaign ICON's on-top of each other which would allow players to perform other campaign's if Kixeye continues to use the action of this campaign can not be abort until it is completedAs they already lost a ton of players and those players where heavy players Final Business Response / [redacted] (4000, 9, 2015/09/23) */ Hi [redacted] , The [redacted] Campaign of [redacted] could not be aborted, but the timer for it lasted the entire length of the eventFurther, the event's briefing on the forums indicated it could not be abortedThis was the case because of its high point value, crediting 1,250,as well as an additional 3,600,points for its completion KIXEYE does not offer refunds on services rendered as outlined by our terms of service, www.kixeye.com/help/tos, and we are not able to offer prizes for thisI understand you frustration though and we are more than happy to help with any further concerns you may have over at supportHowever, we wont be able to continue to assist should you seek legal action and all correspondence will take place between legal representative in such a case Final Consumer Response / [redacted] (4200, 11, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kixeye needs to fix the campaign so they do not stack on-top of each other, if you get stuck on a non-abort-able campaign and you want to do a different campaign it should be available as stated in my original ticket

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Hi [redacted] , Every situation is handled on a case by case basisWe are unable to divulge our full findings on the players you reported per our privacy policy, but the accounts in question were investigated and found to not violate our TOS policy regarding multiple accounts Please keep in mind that it is up to our discretion how these policies can be taken action upon and there are many many possible reasons for why these accounts have not been bannedThat doesn't necessarily mean that action hasn't been taken eitherThere are actions Fairplay and Support can take that you wouldn't be aware of as a player with no tools or capabilities to see the results of ours and Fairplay's investigationsThis matter is not up for discussion and our decision in this case is final