KIXEYE

Initial Business Response /* (1000, 5, 2015/09/17) */
Hi ***,
Fair Play investigates every single submitted report and only takes action against a player when there is definitive evidence of cheatingPlease keep in mind Customer Support has no control over these reports nor do they investigate
themIf 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, 2015/10/09) */
Hi ***,
KIXEYE will only ever suspend an account that we have firm and credible evidence of it breaching the Terms of Service, www.kixeye.com/help/tosAs outlined in the terms, KIXEYE does not offer refunds on services rendered, including
purchased gold that was successfully delivered to your account
Initial Consumer Rebuttal /* (3000, 7, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is a standard answerI got my account back but still have problems
Final Business Response /* (4000, 9, 2015/10/20) */
Hi ***,
We are more than happy to address your continued in-game concerns in a ticketAs I mentioned before though, we do not offer refunds

Initial Business Response /* (1000, 5, 2015/06/15) */
Fair Play discovered clear evidence of cheating in your game and we suspended your accountWe do not tolerate cheating of any kind in Battle Pirates this is detailed in our Terms of Service, which you agreed to when you installed the gameYou
are welcome to review these Terms here: https://www.kixeye.com/help/tos As detailed in the Terms, all gold sales are final and we are unable to offer refunds
Note that players are responsible for their own account securityIf someone else gains access to a game and cheats on it, the original account holder bears the consequencesOn rare occasions for our longest-playing customers we offer a one-time second chance wherein all cheated blueprints and hulls are removed from an accountA player must first re-agree to our Terms of Service, and any sign of further cheating results in a permanent banThis is what happened here, per tickets XXXXXXX and XXXXXXX, and why specific items were removed
Fair Play's tool for catching bad builds is extremely reliable, and regardless of who may have built them, the fact remains that there was clear evidence of cheated ship builds in your gameThe blueprints themselves may well have been won legitimatelyAnd while we understand your desire to know the specific evidence Fair Play found, it is neither or policy nor our obligation to disclose that information(Sharing details aids workarounds of Fair Play's detection methods.)
If someone else introduced these cheats to your game, we strongly recommend changing all of your account passwords *** setting your Facebook account to dual-authentication loginsWe find that compromised accounts are almost entirely due to Facebook getting hacked or players giving others their login information, either voluntarily or through "phishing" scams
Finally, KIXEYE employees are prohibited from identifying ourselves in-game, and if a player is claiming otherwise they are lyingWith full-screen screenshots of any such claims we will be glad to take appropriate action
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because this business failed to offer any indication of what the so called cheating wasNow if they are claiming I was cheating they certainly should be able to explain what this said cheating was or they have no proof of their claimAs for my information concerning one of their programmers, I can assure you I received this info from a very reliable source who in fact works for Kixeye alsoWhy is it Kixeye wants all I can offer but will not offer the same in return? This is an example of how Kixeye conducts a everyone sided game and their poor customer serviceMy stand is the same as when I first filed this complaintTheir info back was absolutely no different then its original response
Final Business Response /* (4000, 9, 2015/06/26) */
It seems there has been a miscommunication about your account having been reinstated, yet you seem to still be having trouble logging onWhile we will not be restoring the cheated items to the account, we would be best equipped to address your login issues via our customer support sectionI have added a note about your situation and will be happy to help you get back to your pirating endeavors once you write into support again
Final Consumer Response /* (4200, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is more of the typical Kixeye double talkOn one hand they say they will not return items that I in fact paid money to win yet insist that I cheated to win them but offering no explanation of said cheating? If I had proof of someones wrongdoings, would it not make sense to provide such proof? Some of the items taken I had for over a year and or won in one or more of their contests
They completely ignore that one of their programmers may in fact be responsible for this problem, insisting their employees are bound by some magical rule that prevents one of their employees from doing such things even though I supposedly am a cheatThen further, they claim if in fact one of their employees might be involved, its my account, my fault! Surely they understand a programmer can manipulate things far beyond my control?
Then, the topper is they say I should work with their customer support sectionI tried this for weeks and filed this complaint because I received little or no response except the same stonewalling you have seen here
No, my resolution is not resolvedIn fact I have not seen one iota of attempt on their part to resolve anything other than double talk
I continue to stand by my original request until such time Kixeye offers proof of cheating in each and every item removed form my account

Hi ***,
You accepted the terms of our offer to unban your account in ticket ***, including the removal of any cheated itemsWe're unable to return them to you or offer any refunds or exchanges per the Terms of ServiceOur fairplay team only bans when there is 100% evidence of cheatingAny further cheating will result in a more permanent suspension.

Initial Business Response /* (1000, 5, 2015/09/16) */
Hi ***,
We receive a lot of player reports every day, and I assure you that Fairplay 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:
The player is still being investigated
Fairplay needs 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
For a more detailed description of what could've happened here, check out our full rundown of how we handle player reports here: https://www.kixeye.com/forum/discussion/XXXXXX

Initial Business Response /* (1000, 5, 2015/06/19) */
It is regrettable how long it has taken to resolve the issue with players affected by the missing trophy errorResolving this is not as simple as flipping a switch though and any fix that restores missing trophies must also not cause problems
for other content in the game
Because of the sensitive nature of changing game code, these kind of issues can take time to resolveI can appreciate any player;s eagerness to have the prize they have earned to show off their prowess and, with time, the game team will be able to get this back to you and other affected users

Complaint: ***I am rejecting this response because:
Kixeye has acknowledge that they do experience server issues, "intermittently" - especially during events. However, knowing this, they have designed events that require "precision" knowing that even the slightest amount of server latency will cause financial losses to players. These issues are NOT intermittent, and years of tech support requests by myself, and many other players show this
As for "posting" a complaint on the forums, or suggesting a change - I did. And many other players did. Kixeye had their community manager removed all of these complaints from their forum. Then, after I posted Kixeye's Revdex.com website information for customers to pursue alternate avenues, Kixeye's banned my account from the forums. The forum thread of customer complaints can be provided upon request. (Captured via video recording.)
Pertaining to Kixeye's requirement of $a month for "premium support", customers are still entitled to not be defrauded by Kixeye - who was aware of server issues, game defects, and did not disclose it to players when they should have - at the financial and time cost to players. In addition, Kixeye has intentionally misrepresented game assets and performance, (like ships, etc), to lure players into using them - knowing that they will not actually succeed as Kixeye advertised, "on auto" - at the detriment of players, their time, and finances
These are well-known, and well-documented issues, (which are systematically purged from their own forums). Documents regarding this can be provided
InI
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/07) */
Hi ***,
KIXEYE takes cheating very seriously and it is not in our interest to let known cheaters to run rampantThis is why we have a dedicated Fairplay team the reviews all reports of suspicious player activity and takes action based on
their investigationsTheir review process is thorough, so it can take some time, but this is in the interest of honest players, so as to avoid fraudulent or mistaken reports from suspending legitimate players
Furthermore, they are always working to improve automatic detection tools to thwart cheating methods we learn more aboutThis is a constant game of cat and mouse though as cheats/hacks are always trying to find the loop holes in the system

Initial Business Response /* (1000, 5, 2015/09/30) */
Hi ***,
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
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, 2015/10/14) */
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 /* (1000, 5, 2015/09/02) */
Hello ***,
I have reviewed your account and while there was very clear signs of cheating, there were no signs 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 the banning of 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
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, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi ***,
Your account was recently logged into from a new browser or deviceWas this you?
New Login
August 29, at 12:03pm
Near ***, United States
Chrome on Windows
Here is proof it wasnt me I live in *** ***
Ill accept a half way agreement of a game reset to August 28th XXXX X day before what ever happened
Final Business Response /* (4000, 9, 2015/09/07) */
Hi ***,
Please note that you are still responsible for your account security and KIXEYE is under no liability for any third party websites you visit or who you give your passwords *** That said, we can help you secure your account and would be happy to do this if you send in a ticket to us here: https://www.kixeye.com/support
Final Consumer Response /* (4200, 12, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are having issue trying to auto connect you, please login on KIXEYE.com first
Or, continue to the HelpCenterthe company page is locked or has blocked me how can I communicate with kixeye they need to unlock my account or maybe contact me at ***@yahoo.com my kixeye account is XXXXX I have been a customer for over years and spent money with them at least they can do is give me chance

Complaint: ***I am rejecting this response because: The resolution is same as a doctor removing a hang nail when the arm was to be cut offThey use a thumb to do what a sledge hammer would do wellSad thing is I spend the most or close to most and they do not have enough snap to realize I am not spending any morebetter to lose 50K a year vs giving out what is worth next to nothingAny looking to join Battle Pirates run the other way, and if a vet leave now, I am a disable Vet take my word on it;.Sincerely,*** ***

Greetings,
Thank you for contacting us, and I'm sorry to hear Rogue Crews were giving troubleThe Rogue Crew rolling system does not guarantee that a specific Rogue Crew will be awarded for each roll or when a specific amount of gold is spent in-gameThe 3x Elite Crew option will
guarantee a rare or higher Rogue Crew will be awarded, but this does not guarantee a specific Rogue CrewIf there's a chance to submit a Battle Pirates support ticket, we'll be happy to take a look! Until then, I hope your Monday goes smoothly!

Initial Business Response /* (1000, 5, 2015/11/05) */
Hi ***,
I'm sorry to hear you're leaving War CommanderWe understand it's frustrating to encounter performance issues in game, but as outlined in our Terms of Service, we are unable to offer refunds, as all in-game purchases are final
If you decide to continue playing War Commander, please submit a ticket if you have further issues and we'll be happy to assist you further
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want to leave war commander but I have no choice , The problem is that I am now so behind with all the new in game toys because I'm unable to play that it would be impossible to catch up without coining plus I would still have to problems that I had before, so really not my choice and as for the refunds where did I sign to that agreement, looks like I *** just have take this further!
Final Business Response /* (4000, 9, 2015/11/14) */
Hi ***,
You accepted the Terms of Service (http://www.kixeye.com/terms.html) when you created a War Commander account and began playingThis is outlined in the TOS as well as the notice that we do not offer refunds for gold purchases
If you are having trouble playing War Commander due to performance issues you may need to update your computer to one that meets the Minimum System Requirements (https://www.kixeye.com/forum/discussion/XXXXXX)You are welcome to contact us through the forums for support with your issues
Final Consumer Response /* (4200, 11, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't sign up to this
Lag
Sector Goals
Relocation Bug
Empty Map
Ghost Bases
Duplicate event banner appearing on screen
Units won't build
Roach Infestation
Attacks may or not be start when players attempt them
Missing Resources
Promotion Bugs that may reset units to VXP Level
SF Grenade Tactics not repairing properly
Platoon repair bug
Error Message: Units in Barracks, Airfield and War Factory *** not build
Standard resources may not return when an upgrade is cancelled by the player
Lead Marksmen always appears in the front of a squad regardless of what position he was originally assigned
Units don't seem to respond to commands in battle
Vanquisher Shields are still broken
HHBonus Medals not paying out
Attacking a HZChallenge Bases causes Valks to appear around the centre of the map
Missiles *** continue build in your base and thus cannot be used in battle
Numerous clones of players bases appearing in sectors
Multiple types of loading issuesSuch as Loading Sector, loading bases, loading the map, and loading different types of resource depos
Unit repairs not always working
Alliance tags disappear and re-appear
Units in V65's *** move on top of the Blitz Turrets unless killed in one attack
Depos not always added to the list of "Owned Depos"
Disconnects when players attack each others bases at the same time
Resources may not always be credited to a players account after looting a Rogue Faction Base
Thorium seems to randomly stop spawning at times
Level Oil & Metal Bases have gone walkabout and we haven't seen them for ages
Wingmen drones dying when units are put in defensive mode(Appeared late Sept/Early Oct)
10s Freeze screen after base loads visually but no actions can be taken(Appeared after workshop level update )
Units taking random paths to target/Fire teams not staying in formation (Appeared late Oct)
Sync lag after cancelling queued units and coining remaining units (Consistently present)
Clicking player names to find base location inconsistent in chat (First appeared after Alliances update)
Sync issue with attacking player base allowing two players to attack at the same time (First seen by me mid Sept)
"Transaction already in progress" when trying to purchase gear items
Re-roll function for loot not always available (egWhen Ops have no available space)
Sector info gets stuck whilst relocating, resulting in the game inconsistently and incorrectly displaying a sector number
Attack log not loading
Newly built units have zero health when put into a toon
Repeated Disconnects in bases such as the and Patrol Bases
Rogue Faction Bases tend to spawn in large clusters rather than being evenly distributed on the map
Automatically relocating without prompting from the player
Toons glitching on the map, both disappearing and reappearing at random
Upgrades occasionally resetting at random without prompting from the player
Depos showing damage before a battle, then changing to full health
Depos not repairing
Repair bugs for and ground units
Buildings disappearing
Upgrades asking for resources that aren't needed
Units disappearing
Chat randomly connects and disconnects on its own
My computer's are all high spec I'm an IT technician and fix and build pc's for a livingSo I know that the problems is not my end but yoursLooks like I'm going to have to take this to a small claims court

Initial Business Response /* (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 /* (1000, 5, 2016/01/18) */
Hello ***,
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 /* (1000, 5, 2015/11/29) */
Hi ***,
Thank you for keeping in touch about your negative experience with Operation: WildfireWith so many other players in battle at once game performance was a bit slower than usualThis could result in lag, having difficulty
connecting to the game, or getting disconnectedThere was also an intermittent issue affecting some players where the event banner would disappear then reappearWe 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 itselfWhen that happens the team works to correct the problems as quickly as possibleUnfortunately no 24/7/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 creditedWith that said, in your open ticket (#XXXXXXX) you mention losing a Twin Titans Special OpI have replaced that for you as a courtesy
Event lag alone should not render the game unplayableIf you find that the problem persists we will be glad to help troubleshoot in a ticketLet us know how it goes and have a great day on the battlefield

Initial Business Response /* (1000, 5, 2015/12/02) */
Hi ***,
I was unable to look up your account for the purposes of this responseIf you've been banned, it is because evidence of cheating was found on your account and it will not be unbannedIf 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 methodsYou 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 Business Response /* (1000, 5, 2015/11/12) */
Hi ***,
I'm sorry to hear about your resetWe no longer support or release content for Backyard Monsters, but you are more than welcome to play our other gamesAlso, we are unable to offer refunds, as all in-game sales are finalThank
you for understanding
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased several hundred dollars in credit for myself and friends, the company has run off with my money
Final Business Response /* (4000, 10, 2015/11/29) */
Hi ***,
Thank you for your replyAgain, we are unable to offer refunds, as all gold sales are final (per our Terms of Service, https://www.kixeye.com/help/tos)If you wish to do a chargeback on your credit card you are at liberty to do so
Final Consumer Response /* (4200, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
kixeye did not exist when I put money in the game, I expect the game to retain my hundreds of dollars and hundreds of hours of time investedThe game has not been fixed, I have received no assistance, I have received zero compensation

Initial Business Response /* (1000, 5, 2015/11/22) */
Hello ***,
As mentioned earlier, Fair Play discovered clear evidence of cheating in your games and we permanently suspended those accountsI have reviewed the reasons for your suspensions and confirmed they are accurateWhile I
understand your desire to know the specific evidence Fair Play found, it is neither or policy nor our obligation to disclose that information(Sharing details aids workarounds of Fair Play's detection methods.)
We do not tolerate cheating of any kind in Battle Pirates this is detailed in our Terms of Service, which you agreed to when you installed the gameYou are welcome to review these Terms here: https://www.kixeye.com/help/tos
Note that players are responsible for their own account securityIf someone else gains access to a game and cheats on it, the original account holder bears the consequencesIf you have no knowledge of the adulterated code introduced to your account, we strongly recommend increasing Facebook account security and never sharing login information with other users
Also, keep in mind that we are also unable to offer refundsAs detailed above, all gold sales are final
As the bans for cheating are valid the accounts *** remain closed
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Other players, who has also been banned for cheating, was offered a "second chance" opportunity by KixeyeThis entails coming to some sort of agreement with Kixeye, whereby the base level is lowered and Kixeye gives them a list of items that must be deleted by the playerI request that Kixeye grant me the same opportunity that these other players have been given
I undertake to take measures to strengthen my account security, to try and prevent "hacking" of my accounts by outside parties
I would like to bring to your attention that glitches occur in the game from time to time, which can cause events that the player has no control over
In light of the above, I again request that Kixeye grant me the same "second chance" opportunity that these other players have been givenI really enjoy playing Battle Pirates and would highly recommend it to my friends
I await your favourable response
Final Business Response /* (4000, 9, 2015/12/02) */
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 *** 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 *** not be lifting this suspension
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, *** need to take place between your legal counsel and ours
Final Consumer Response /* (4200, 11, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods."
This is an insult and slandering my nameI DEMAND AN APOLOGY or compensation!!!!