KIXEYE

Initial Business Response /* (1000, 8, 2015/12/11) */
Hi ***,
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 /* (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 (*** *** 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
***
***
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
*** ***
Final Business Response /* (4000, 12, 2015/12/22) */
Hi ***,
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 /* (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 /* (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
However, after further feedback was received, the game team reverted to the prior difficulty for this particular part of the raid at noon on the 15th
That said, this monitoring and adjusting of monthly raid challenge is not likely to changeAs 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 /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I understand that you are a gaming company and have costs to maintainYour statement that you reverted the degree od difficulty in the siege campaign back to its original settings was dubiousWhilst in agreeing to your terms and conditions I Did Not agree to being openly deceived
I suggest you remove your application form Facebook as it does not comply with Facebooks Platform Policy
Don't confuse, deceive, defraud, mislead, spam or surprise anyone
I play this game from the Facebook platform! in changing the raid you have deliberately decieved defrauded and mislead me!
Final Business Response /* (4000, 9, 2015/08/24) */
Hy ***,
Post-release balancing is never done with the intent to deceiveIt's a tricky process, trying to balance event targets for maximum engagement, enjoyment, as well as yes...generating enough revenue to help keep events going in the future, maintain server stability, as well as create new and interesting content for the future
When agreeing to our Terms of Service, you agreed to the possibility of post-release balancing for the betterment of the game long-termYou are free not to play any event you deem unfair and you're never contractually bound to spend money on our gamesYou are always welcome to play for free
That said, this matter is non-negotiableWe'll continue to listen to player feedback through our community on the forums and will implement what's applicable for the betterment of our games through that mediumThe matter is closed

Initial Business Response /* (1000, 6, 2015/06/29) */
Hi ***,
If you have been suspended, it was because we found concrete evidence that the terms of service had been broken on your accountTo look further into the circumstances of your suspension, I would need your User ID
Initial Consumer
Rebuttal /* (3000, 8, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To be honest with you I let my friend use my base while I was gone away for work for a few monthsi told him to help keep me up to date with new things as they came out so I wouldn't be so far behindi didn't know he was gonna cheat on my base cause I wouldn't of let him do it cause I have played this game for a long time and didn't want to throw it away just for a few shipsi like playing this game for the fun and the chat you have with othersI really didn't know he was gonna cheat on my base but I cant put all the blame on him I guess cause I offered my base up to someone I really didn't know that well just me him thru Facebook and then I come to find out his base is banned alsoi wish I would of known case I never would of let him help me cause now I cant play which pretty much sucks.XXXXXXX is my base id
Final Business Response /* (4000, 10, 2015/07/08) */
Hi ***,
We understand the frustration you mention hereYou are still responsible for what happens on your account and we cannot let cheated accounts access our games, whether they are cheated on by the player or someone else
If you have not already done so, please appeal the suspension to us via our support 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, 6, 2015/10/29) */
Hi ***,
I understand your frustration, but when our Fair Play team takes action against players, they do so only when there's definitive evidence of cheatingWe are unable to offer a refund because all of our in-game gold sales are final
If you haven't already, please submit an appeal suspension ticket and we'll be happy to discuss this further with you
Initial Consumer Rebuttal /* (3000, 8, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to talk with them more and they said that there will be no futher communication through the support site now if they dont wanna give me my money they can give me my account back if they will show you the glitch happen right when my gold was bought and you will be able to see the time on my recipt and their scan the times are the same and what ever the glitch was caused me to lose my money and my account and it happened on their survers they need to take responsibility for what happen and not take my money and try to justafie it buy saying I cheated
Final Business Response /* (4000, 10, 2015/11/06) */
Hi ***,
While I can understand your desire to know, it is neither our obligation nor our policy to share the details of your suspensionI can assure you that we only suspend an account when we have definitive proof of activity that violates our Terms of ServiceFor this reason, Customer Support will not be able to respond to further requests for these details
Final Consumer Response /* (4200, 12, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In their first response they tryed to get me to use the support site knowing they wasnt gonna talk to me in this responce they admitted they wasnt going to talk to me knowing that I would like to see what they say this can be resolved peacefully im sure but it isn't going to be just their way I would either like this account returned or my money returnedand them to aadmit fault if not of their own but their servers glitched

Initial Business Response /* (1000, 5, 2015/05/26) */
Hello ***,
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 /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am the one that submitted the ticketI refuse the response that I cheatedI have played this game fairly and respectfully for almost years nowWouldnt my account be better if I cheated? I have asked for proof that I cheatedAnd I am 100% sure you can not provide thatAnd instead of fixing my glitch you decide to ban meWhich is unethical.Since proof was not providedI want my account back or a full refundI would much rather have the account backI LOVE THIS GAMEAND WOULD NEVER DO ANYTHING TO RISK THATI resent the cheater remarkAs I am completely innocent
Final Business Response /* (4000, 9, 2015/06/05) */
Per our last reply, we are under no obligation to reveal what evidence was used to determine you have been cheatingDisclosing any information would only risk further cheatingWe only ban when there is firm evidence of cheating and our decision is finalPer the Terms of Service (http://www.kixeye.com/terms.html) we will not be unbanning your account or offering a refund
Final Consumer Response /* (4200, 11, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is imperative that you do further investigationAs this is a glitch within kixeyes systemNo cheating ever occurred .I am prepared to have proof subpoenaed if necessary

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, 2015/05/27) */
Hi ***,
We're not entirely sure where this information comes from, but this is not how Fairplay worksThere are circumstances in which a player may get a second chance to play our games, but it is done on a case by case basis and under
the strict requirement that they never cheat againWe monitor these accounts heavily and take swift action of cheating is done again
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 Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, they only addressed one of the complaintsWhat about the constant bait and switch tactics? Items won through money and time are very often nerfed or made less after the money has been spent and the prize receivedAs far as your terms of service how many times have they been changed to make your unjust actions seem legitimate? I can also provide e mails from the Kixeye fair play team outlining their scheme to allow hackers back in the game in violation of their own TOS, the same TOS they are referencing above as to why they can't refund moneyHow about in game gold then?
Final Business Response /* (4000, 9, 2015/06/05) */
Any items or design changes are done with the express intent of game balanceVery often in online games (not just KIXEYE games), it is necessary to adjust the in game design of items to ensure that game balance is maintainedPer the Terms of Service, these changes can be made with no warning and require no notice
That being said, you are welcome to send feedback about these changes, and we will share them with the game team for considerationHowever, we are under no obligation to provide refunds or in game gold for these changes
Finally, we only allow second chances for cheaters, as we stated previouslyIf you have any emails that say differently, they are wrong and not genuineI encourage you to read a FAQ series one of our FairPlay team recently 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

Initial Business Response /* (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 /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/22) */
Hi ***,
I want to assure you KIXEYE takes cheating very seriously and we have a dedicated Fairplay team with the goal of minimizing the impact of less scrupulous playersPart of one of the many ways they do this is by making use of
reports submitted by players such as yourself at https://www.kixeye.com/support/web/report?game=
These reports go to not only have a real Fairplay agent look over the gameplay of a suspicious player, but also better inform their automatic detection software and prevention methods, to help in the ever evolving cat and mouse game of hack prevention

Initial Business Response /* (1000, 5, 2015/08/04) */
Hi ***,
It appears the suspension has been lifted since 7/30/ever since we confirmed the account had become secureIf you have any further trouble with it please open a new ticket and we will be happy to assist further!
Initial
Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Base was left blank nothing built no ships,fleets, in docks! they said they was resetting base to last picture they have of base they did NOTHING!!!!
Final Business Response /* (4000, 14, 2015/08/30) */
Thank you for keeping in touch, we understand that the delays in resolving this compromised account have been frustratingUnfortunately we answer all tickets in the order they were received, and there is an unusual volume of tickets in the queue, which has slowed down our response times across the board
Ticket #XXXXXXX is still open and it appears that it was updated on WednesdayWe are currently answering tickets from TuesdayIf this ticket is not updated again before we reach it, we will reply in the next day or two(Each update makes a ticket look brand new again and resets its place in line.)
While we are unable to discuss another player's account in further detail, we appreciate your patience and look forward to resolving this issue soon
Final Consumer Response /* (4200, 16, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there are ALOT of fleets my son had that STILL hasnt been replaced,his limited hulls arent all there

Hi ***,
I see from ticket #*** you wrote to us about your *** ** ***At the time of your ticket, there was an ongoing issue preventing players from starting that researchThe game team has fixed this issue, but we do not physically have a way to speed up objective
research for youIt is unfortunate this happened but in games like Battle Pirates there can sometimes be ongoing issues which affect all playersIn some cases we can compensate to offset these issues but this is not one of themSending additional tickets or opening further complaints will not change this as we do not control the ability to speed up the objective research timers for playersI am sorry if you feel this is unacceptable, and you are welcome to write on the Forums about your feedbackBut keep in mind our Terms of Service clearly state the game team's ability to change, modify, or stop the serviceWe do not offer refunds for gold purchased in Battle Pirates at this time. [Terms of Service***

Initial Business Response /* (1000, 5, 2015/08/17) */
Hi *** ***,
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

Hi ***,Thanks for writing in about your recent issues with Cold WarI understand it was frustrating to encounter performance issues during the event, but unfortunately, these issues can be intermittent due to our traffic volumeI appreciate your feedback and suggestions for our servers and
gameplay, but if you wish to see changes, I recommend voicing your opinion on our Forums page at ***Our game team takes player feedback into great consideration when adjusting the game codeFinally, I would like to mention that your account doesn't qualify for premium support at this time, so we won't be able to offer support for in-game issues until you qualify for thisOnce you have spent $50, you will be eligible for premium support and can submit a ticket; we'll be happy to offer further assistance at this timeThank you for understanding and have a great day

Initial Business Response /* (1000, 5, 2015/12/11) */
Hi ***,
Support will only ever suspend an account that we have definitive evidence of breaking the terms of serviceIf you have not already, please submit a ticket to support to learn more about your suspension
https://www.kixeye.com/support
Also, Kixeye does not offer refunds on successful purchases, as outlined by the Terms of Service, www.kixeye.com/help/tos

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, 2015/11/03) */
Hi ***,
We only ban players that we have clear evidence of breaking our Terms of ServiceWhile players may report anyone they believe is cheating, we have strong tools in place to track user activities and identify wether a player is
cheating or playing the game as intendedPlayers that do not knowingly break the Terms of Service have nothing to worry about
As outlined by KIXEYE's terms of service, www.kixeye.com/help/tos, refunds are not available for services rendered
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No proof has been shown to backup the claim of cheating.Clear evidence is not clear until the evidence is shownAs stated I have spent time and money on the Kixeye game only for it to be taken away
Show the proof or your claim is not clear
Final Business Response /* (4000, 9, 2015/11/13) */
Hi ***,
We will not be able to provide you with additional details as to why your account was suspendedWhile I can understand your desire to know, it is neither our obligation nor our policy to share this informationI can assure you that we only suspend an account when we have definitive proof of activity that violates our Terms of ServiceFor this reason, Customer Support will not be able to respond to further requests for these details

Initial Business Response /* (1000, 5, 2015/10/16) */
Hi ***,
Sorry for all the trouble with your missing unitsI took a look into your account and the tickets you refer to and it appears we replied earlier today and credited your account Rocket Buggies and built the remaining
Hellhound units your limit allowed forAs 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 months (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 rocket buggies and the *** Hounds and I am thankful for that but I would still like the Sand Storm backThe Sand Storm yes is a great weapon and that's why people are trying to get it I am a level 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 offensivelyit'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 thisA 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 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 ***,
We never claim that it's impossible for something to go wrong on our endOn the contrary, when something is clearly wrong on our end, we want to be the first ones to admit itYou reference during event times, player concurrency is higher, which may cause server overload for players already prone to performance issuesWe 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 documentationWe 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 traceableSo yes, we will ask for documentation at times when the request is larger than typically seenI'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, 2016/01/04) */
Hi ***,
Thank you for writing inI 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 cheatingIf 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 reasonsWe are unable to offer compensation to players hit by suspected cheaters because it can encourage a witch-hunt mindset among our playersWe 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 bannedIf 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 cheaterWe lose resources, time off of upgrades and more when these guys hit usKixeye does nothing about that eitherThese 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 worthI had a guy deploy phantoms in my base the other dayAt no point in the play by play log does it mention he retreated his phantom at any pointJust phantoms deployedThese guys steal our PVPthis 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 eventsThis 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 useWhen 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 basesThe most commonly used hacked item they have is the ronin vet levelIt never dies and yet ours doThis is a unit that hasnt been available since august or september when they closed out the ronin bases and yet these brandnew acc have themi sent in a screenshot of a guy who has ehovers, ronin, viperX wraiths and ultra tanks in his baseThat's before the atkThat pic was took on a scouting mission.We have sent in hundreds of pics like those and yet they are still there week to months laterI 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 months later and now that the new levels are availablehe will remainI 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 hackersEvery single atk log I have over the last months have things common with the hackers who hit meonly lost a few owlsthey 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 capacityI had a guy hit me with an Espectre last monthHis acc at that time was maybe a week oldThe 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 listNo u spend a lot of time collecting money from good honest players and u do *** little to earn itBetween broken events, hackers and the old beta glitches that remain in the game today, It is clear where your importance is laidI had a guy hit me with a SS yesterdayHow did he get thatI havent seen him hit one event or red locus base in the events he has been arround and we are on at the same time everydayI have hit over of those red event bases and I get more thor than anything elseyeah his is a hackYou 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 ***,
KIXEYE does care about whether players are enjoying the game as intended or breaking the terms of serviceIn the former case, it means the product is working and having he desired effectIn the latter case, it causes honest players to not enjoy the game as much, which loses us moneyWe have strong incentive to have a dedicated Fairplay team investigate every report and use the information in the reports to improve automatic detection toolsHowever, 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 issueBetween 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 problemsWe call that lip serviceExampleThe onslaught event in DecemberMy wave brokeThe second I hit defend it freezes upI can't surrender, see what comes in or control my op and unitsI sent you video of this and u did nothingI spent many cold coins on my air to replace the thorI was not the only one and by the time it was over you gave me an insulting gold and then closed the ticketI sent you a screenshot of emporados base with well over anyone's capacity for base defenders and he is still in the gameWe have been dealing with hackers and cheaters since the mega tank came into playI was in sector when *** *** brought of them into my base and she had at least that many in her base and we were lvl 20? U did nothing thenBetween 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 forI ran wave from diff locations in my town off of diff systems at those locations and the game did the same thing at all locations and yet u sent me a link for my flashI would have had the phantomI didnt get it cus your game brokeMy points, resources and standings get depleted by these hackers every week and even though you have the evidence needed to ban them you don'tWhen a lvl 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 hovers? thats a hackerI 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 rightU have hackers with units that are no longer availableThe espectre has been gone for more than years? we got guys with brand new acc in our sector who have themThe *** has been gone since august last year? They have those tooHow do you not know thiswhen a no older than 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 thinkI should have had the *** 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 middleU don't wait till that op ends and then set your changesU cheat and make the changes in the middle of the ongoing opThis growler op I have been opening corpus bases for people left and right at my own expense cus you cheated again and changed themyour cyclones in the december onslaught shoots floating platforms where ours dontWhat 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, 6, 2015/11/12) */
Hi ***,
Thanks for getting in contact about your banWe only ban accounts when there's definitive evidence of cheating, but it's neither our policy or obligation to share such evidenceWe are unable to offer refunds, since all in-game
purchases are finalOur 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 allThey 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 rightIether I get my base back or get my money back
Final Business Response /* (4000, 10, 2015/11/29) */
Hi ***,
Thanks for your replyRegardless of who may have introduced them, there is clear evidence of additional cheated assets in your game since the one-time unbanPer our Terms of Service players are responsible for their own account securityIf someone else accesses a game and cheats, the original account holder is held accountablehttps://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 anymoreThis is bull *** I have not cheated at all since the first banBut 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