KIXEYE

Initial Business Response /* (1000, 6, 2015/11/18) */
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 unless you agree to the terms set by the agent in your currently open ticket
Please note that at no time are refunds offered for any purchases or transactions rendered in War Commander per our Terms of Service agreement, even in the case of permanent suspension
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, it would seem they have no idea which game they have banned me from me from, they state in their reply that I am banned from war commander, the actual game I was banned from is battle pirates, I have played war commander but left it as things disappeared from the base and their response was basically that I couldn't prove it, even though I provided photo proof, so they wasn't interestedThis company makes up the rules as it goes along, yet again they refuse to provide proof so it would seem they will ban anyone at any time they wish and don't have to answer for themselvesI find their whole attitude to paying customers absolutely disgustingAs for not refunding, I won a prize in a monthly event which did nothing that they said it would do, after a few emails and then me submitting proof of what they had stated they refunded me so once again, making it up as they go alongMy Origional demand stands
Final Business Response /* (4000, 10, 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 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 unless you agree to the terms provided
Please note that at no time are refunds offered for any purchases or transactions rendered in KIXEYE games per our Terms of Service agreement, even in the case of permanent suspension
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours
Final Consumer Response /* (4200, 12, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their reply is exactly the same as last time, all they are doing is sending a pre-written standard statement, the only change they made to it was the removal of the war commander statement and Yet again they lie about refundsTo be honest I can't see any point in you forwarding these texts as they have no respect for their customers, they do what they want, to whome they want, whenever they feel like doing it, they have stolen the money that was in my account, I stated that it may have been one of their employees who messed with my account as they have access to all accounts, they failed to answerPersonally I believe they are a company who have no morals, no respect for paying customers, I don't believe they have looked into my account as they say they have and have sent out pre-written statements, as aboveI would like to thank Revdex.com for helping but I don't see what more you can do to resolve thisI hope other paying customers take note from this and if they want to spend their hard earned cash, they know what might happen to them also

Initial Business Response /* (1000, 5, 2015/10/12) */
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 /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
because I wasen't cheating and they never showed me any proof,its easy to say someone was cheating but if so show some prove .it maybe a mistake that I was unaware of .I will seek the advise of my attorney
Final Business Response /* (4000, 9, 2015/11/05) */
Hi ***,
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 /* (1000, 6, 2015/12/12) */
Hi ***,
Thanks for taking the time to write in! I'm sorry you experienced performance issues during this time periodI have read your ticket and we are unable to offer a prize due to performance issues, as previously statedIf you
encounter further performance issues, you are welcome to submit a ticket and we'll be happy to assist you furtherThank you for understanding, ***!
Initial Consumer Rebuttal /* (3000, 8, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding! I appreciate your position in this matterThe techs I worked with on your end were not able to determine that there was an issue with my systemMy internet connection was tested and told that it was great and then I was told to clear my Unity cacheThe Unity website claims that their system deletes old data so this was most likely not the case as the cache filled up rather quickly once clearedI believe that this issue occurred on your end and a representative of Kixeye has yet to deny thisI know others have had this issue as I have asked and provided this information alreadyFurthermore, Kixeye has been releasing several updates shortly before this incident and throughout this disputeI have spent money in November on your product and it appears to be faultyYou have not yet been able to correct this issue in my eyesI wanted the ship as compensation since I participated in your event and was not able to complete it because of your system glitchHowever, it appears that I should just request my money back since your product has faults and I would rather spend my money elsewhere thenI appreciate your response, thank you
Final Business Response /* (4000, 10, 2015/12/22) */
You're welcome ***,
Keep in mind that KIXEYE does not offer refunds on services delivered, as outlined by the Terms of Service(www.kixeye.com/help/tos)
Final Consumer Response /* (4200, 12, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your stance but do still believe you could have done more for your customers in helping better resolve issues like thisI cannot accept a business proposed resolution as no resolution is being offered by Kixeye and I still believe the company has yet to make things rightI do not even have a guarantee that this issue has been fixed and will not happen in the futureThese type of business practices make my friends and me very uneasy doing any future business transactions with Kixeye

Initial Business Response /* (1000, 5, 2015/10/27) */
Hi ***,
We only ever suspend or ban an account that we have firm and credible evidence of it breaking the Terms of ServicePlayer's are responsible for the activities that occur on their accounts and this includes keeping your account
secured, even if someone else gained access to your account and took actions that go against the Terms of Service, such activity will not be tolerated
If you decide to take us up on our offer for reset the account, please submit or respond to a ticket with support so we can address that for youAs outlined in our Terms of Service though, *** we do not offer refunds

Initial Business Response /* (1000, 5, 2015/09/14) */
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
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, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my initial complaint, I have not cheated, nor have I EVER cheated in any gameI have played World of Tanks and World of Warships to name a fewI will keep rehashing the same information over and overIf Kixeye has such proof, all they need to do is provide itI am not asking them to show how they came up with their "so called proof"If they have the proof and want to clear their name, I suggest they present itI believe this started over one of the raidsKixeye has raids every month so you can get better ships and or weaponsIn this one raid, I was in a campaign and had a higher level helping meKixeye will allow help from other playersAs we exited the tower it froze, one of many glitches Kixeye hasI sent several tickets in but they ignored themIt wasn't till after the raid they realized that "they" had messed upThey admitted it was their mistake and they offered me one top prizeI took the weapon and I believe this is where they feel I cheated Kixeye, I would like to also let you know in your response to the Revdex.com, you indicate that I was playing "War Commander", once again another mistake by your teamI was playing "Battle Pirates" Kixeye, by saying that I have cheated is called Defamation of Character I know of other players that have been banned and you gave them a reason why (I have copy of such an incident)), you did not give that option to meThey were also able to appeal, which that option was again not given to me outside of going to Revdex.comI noticed by your response, you have updated your TOS in October,I never received a notification of this update so I could agree to the new termsUnderstand one thing I am not some year old kid that can be intimated by the last statement in your responseI happen to be a well seasoned adultI have copied off pages of ticket (complaints) between your company and myselfAll these tickets are legitimate complaints of the poor game performance which causes a player to spend additional money where it is not neededThese are not allegations, they are a fact, and they echo thru everyone in the comms EVERYDAYKixeye, I see you have complaints to date with Revdex.com, I also see you have several with the website: Ripoff Report Since you have decided to take the stand and defame my name I have decided to file with state of California, the state of Missouri, Facebook, and the FTCI have my proof, now where is yours? Now I want my level base returned and any damage to the base and ships will need to be repaired at your (Kixeye) cost
Final Business Response /* (4000, 9, 2015/09/23) */
Hi ***,
As mentioned before, we do not offer refunds on services rendered and we only ever take action against accounts that we have firm evidence of breaking the Terms of ServiceIt is neither our obligation nor our policy to share this information as it can be used to further damage the community of the game by exploiting the game
Final Consumer Response /* (4200, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have received part of the money backI believe I have proven myself innocent in this matterThe fact that they updated their terms and we were not given the chance to accept these new terms is one sign of how far they will go to deceive their playersIf they hide such a little thing like this what else are they willing to do? Blame innocent people for cheating because they don't coin that much? I still believe this is caused by the raid a few months ago where they admitted it was their error and to compensate me, they gave me a top prizeAnd when they did maintenance on my base they saw I had a top prize I did not earn and accused me of cheatingThey have no evidence of my cheatingAnd the fact that I have gotten some of my money shows fault on their part not mine

Initial Business Response /* (1000, 5, 2015/08/26) */
Hi *** ***,
SOS errors and disconnections during gameplay are typically the result of bandwdidth interference or general connectivity problemsDiagnostics tests are not invasive and are very common in IT troubleshootingDXdiags were
created by Microsoft for the express purpose of IT troubleshootingLikewise, a Traceroute is a common form of connection testWe use them both on our home computers frequently
If you are unwilling to follow our steps, then we are unable to confirm where the troubles are that is causing these issuesOur goal is to helpWe will happily provide some coins for repairs for this matter as soon as we can diagnose these issues

Initial Business Response /* (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 /* (1000, 5, 2015/12/03) */
Hi ***,
I'm sorry to hear you aren't happy with the gameUnfortunately, it will be difficult to troubleshoot since you don't qualify for premium support, but I assure you our Fair Play team investigates all cheater reportsIf a player is
reported for cheating but isn't banned, it's either because they aren't cheating or Fair Play is still investigating themLastly, I should remind you that KIXEYE does not support cheating since this costs our company moneyThank you for understanding and report, ***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is a generic response and as you see they admit to not supporting their product when the problems are caused by them when they insert changes in there program
When pictures or videos are added to forums which are monitored they are instantly deleted and accounts banned if posts continue but the hacker that you exposed does not get play suspended let alone banned for - days after reports start which shows that the programming reports instantly the info wanted in the forum programmingThis is also true for the game programming that the so called Fair Play team investigateMassive changes in a player profile can be and more then likely is reported instantly by the programming in the game which is the way any investigation must be conducted by their Fair Play team so to claim it takes time is Due to the facts I have provided and the fact that KIXEYE requires players to coin to make money, It is obvious that the use of hackers is a very profitable way to keep their gameAlso they definitely do not support their product
Final Business Response /* (4000, 9, 2015/12/15) */
Hi ***,
The previous response may sound canned, but it is the relevant information for your concerns about cheating simply putKIXEYE takes cheating seriously and we have a dedicated team that investigates player reports every day and work to improve the programming of the automatic detection tools you refer to
The automatic tools are similar to the immune system of the human body it can only detect what it has already been exposed toThis is why player reports are so vital to the operation of Fairplay as they take information gained from reports and monitoring player activity and plug that data into the tools, attenuating the protocols the program follows
Final Consumer Response /* (4200, 11, 2015/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Proper programming reports profile changes/coin purchases/progress as it also stores this info for future play!
Not supporting your customer when a error is made at the SERVER is wrongA low level support (Not forums actual support (ie: email/Game Error support ticket)is needed, as well as a premium support for paying customerThe changing of programming often causes different errors in each individual base,
.....................KIXEYE
STOP MAKING BETTER THINGS....MAKE THINGS BETTER
unfortunately cyber crime is as it looks acquiring money from legit players inventing new stuff when the game does not work properly just blame others computer/browser/flash player/java script when it is kixeye's old servers and open programming script also the where/way in which the game is saved
If you can delete a pic of hacker on forum in minutes then you can ban or suspend hacker in same amount of time when pics and videos are provided (85% of reports)
KIXEYE look on FACEBOOK they brazenly have pages that show new programs and codesvision I believe is new one 12/
I don't see any solution at the Revdex.com level as you may notice to solve problems you must realize there is a problem
If Kixeye needs help I am more than willing to assist them or point them in right direction
Thank You for the assist and ear Revdex.com

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable...

violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we will not be lifting this suspension.
Please note that at no time are refunds offered for any purchases or transactions rendered in War Commander per our Terms of Service agreement, even in the case of permanent suspension.
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my initial complaint, I have not cheated, nor have I EVER cheated in any game. I have played World of Tanks and World of Warships to name a few. I will keep rehashing the same information over and over. If Kixeye has such proof, all they need to do is provide it. I am not asking them to show how they came up with their "so called proof". If they have the proof and want to clear their name, I suggest they present it. I believe this started over one of the raids. Kixeye has raids every month so you can get better ships and or weapons. In this one raid, I was in a campaign and had a higher level helping me. Kixeye will allow help from other players. As we exited the tower it froze, one of many glitches Kixeye has. I sent several tickets in but they ignored them. It wasn't till after the raid they realized that "they" had messed up. They admitted it was their mistake and they offered me one top prize. I took the weapon and I believe this is where they feel I cheated. Kixeye, I would like to also let you know in your response to the Revdex.com, you indicate that I was playing "War Commander", once again another mistake by your team. I was playing "Battle Pirates" . Kixeye, by saying that I have cheated is called Defamation of Character. I know of other players that have been banned and you gave them a reason why (I have copy of such an incident)), you did not give that option to me. They were also able to appeal, which that option was again not given to me outside of going to Revdex.com. I noticed by your response, you have updated your TOS in October,2014. I never received a notification of this update so I could agree to the new terms. Understand one thing I am not some 20 year old kid that can be intimated by the last statement in your response. I happen to be a well seasoned adult. I have copied off 31 pages of ticket (complaints) between your company and myself. All these tickets are legitimate complaints of the poor game performance which causes a player to spend additional money where it is not needed. These are not allegations, they are a fact, and they echo thru everyone in the comms EVERYDAY. Kixeye, I see you have 649 complaints to date with Revdex.com, I also see you have several with the website: Ripoff Report Since you have decided to take the stand and defame my name I have decided to file with state of California, the state of Missouri, Facebook, and the FTC. I have my proof, now where is yours? Now I want my level 65 base returned and any damage to the base and ships will need to be repaired at your (Kixeye) cost
Final Business Response /* (4000, 9, 2015/09/23) */
Hi [redacted],
As mentioned before, we do not offer refunds on services rendered and we only ever take action against accounts that we have firm evidence of breaking the Terms of Service. It is neither our obligation nor our policy to share this information as it can be used to further damage the community of the game by exploiting the game.
Final Consumer Response /* (4200, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have received part of the money back. I believe I have proven myself innocent in this matter. The fact that they updated their terms and we were not given the chance to accept these new terms is one sign of how far they will go to deceive their players. If they hide such a little thing like this what else are they willing to do? Blame innocent people for cheating because they don't coin that much? I still believe this is caused by the raid a few months ago where they admitted it was their error and to compensate me, they gave me a top prize. And when they did maintenance on my base they saw I had a top prize I did not earn and accused me of cheating. They have no evidence of my cheating. And the fact that I have gotten some of my money shows fault on their part not mine.

Initial Business Response /* (1000, 5, 2015/08/26) */
Hi [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable...

violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we will not be lifting this suspension.
Please note that at no time are refunds offered for any purchases or transactions rendered in Battle Pirates per our Terms of Service agreement, even in the case of permanent suspension.
Finally, if there is any legal action taken all further communication, even new issues, will need to take place between your legal counsel and ours.

Initial Business Response /* (1000, 5, 2016/01/07) */
Hi [redacted],
Thanks for writing in. I have reviewed your case regarding your account and your ban is in fact permanent. Because of this, we won't be able to restore your account. Take care, [redacted].
Initial Consumer Rebuttal /* (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 5 years ago .. please understand this situation and understand that I won't risk losing losing my account after over 4 years working on it and over 70.000 $ I spent on this game !!
Thank you , waiting for a response .. hope it be the right one :(
Final Business Response /* (4000, 10, 2016/01/19) */
Hi [redacted],
As mentioned before, the ban is permanent and we will not be restoring the account. As 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 /* (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 78 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 4 years and almost 80 thousand dollars on your game ,x you spent those 4 years taking those 80 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 4-5 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 /* (1000, 5, 2015/05/24) */
Hello [redacted],
As mentioned earlier, Fair Play discovered clear evidence of cheating in your game and we have permanently suspended your account. I have reviewed the reasons for your suspension and confirmed they are accurate. We will not be...

offering a trade of other players' information for an unban.
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 game. You are welcome to review these Terms here: https://www.kixeye.com/help/tos
Note that players are responsible for their own account security. If someone else gains access to a game and cheats on it, the original account holder is still held accountable. We are also unable to offer refunds. As detailed above, all gold sales are final.
As the ban for cheating is valid this account will remain closed.

Initial Business Response /* (1000, 5, 2015/08/17) */
Hi [redacted],
Every situation is handled on a case by case basis. We 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 banned. That doesn't necessarily mean that action hasn't been taken either. There 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 investigations. This matter is not up for discussion and our decision in this case is final.

Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted],
We're sorry you were unable to abort your [redacted] Campaign. If you could please submit a ticket regarding this matter, we'll be able to assist you further there.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/19) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
This was performed 2 separate tickets were issue the first ticket number XXXXXXX dated 9/11/2015 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 9/11/2015 letting Kixeye know I can not perform the ashes to ashes campaign as the first campaign is in play mode.
Desired Resolution:
1 Provide a credit of 1000 coin's to my account, for time lost waiting on kixeye to take action
*
2 Provide blue print's of new raid ships for ascession raid that started 9/10/2015 thru 9/15/2015
*
3 Added in big bold print on the elite campaign with acknowledgement button that this raid can not be abort once started
*
4 Change there gaming practice, as it could potential lead to further complaints to the attorney generals office of the state of California
*
5 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 completed. As they already lost a ton of players and those players where heavy players
Final Business Response /* (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 event. Further, the event's briefing on the forums indicated it could not be aborted. This was the case because of its high point value, crediting 1,250,000 as well as an additional 3,600,000 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 this. I understand you frustration though and we are more than happy to help with any further concerns you may have over at support. However, 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 /* (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 /* (1000, 5, 2015/11/22) */
Hello [redacted],
As mentioned earlier, Fair Play discovered clear evidence of cheating in your games and we permanently suspended those accounts. I have reviewed the reasons for your suspensions and confirmed they are accurate. While 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 game. You are welcome to review these Terms here: https://www.kixeye.com/help/tos
Note that players are responsible for their own account security. If someone else gains access to a game and cheats on it, the original account holder bears the consequences. If 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 refunds. As detailed above, all gold sales are final.
As the bans for cheating are valid the accounts [redacted] 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 Kixeye. This 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 player. I 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 given. I 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 [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and verifiable violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we [redacted] stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we [redacted] 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, [redacted] 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 name. I DEMAND AN APOLOGY or compensation!!!!

Initial Business Response /* (1000, 5, 2015/09/16) */
Hi [redacted],
We receive a lot of player reports every day, and I assure you that Fairplay check every single one thoroughly. If a player you reported has not been banned after you reported them it could be for any number of reasons, including...

but not limited to:
1. The player is still being investigated
2. Fairplay needs to monitor some of their activity live, and they aren't online.
3. We are waiting for additional information.
Other less severe action than a ban was taken (warning, suspension of specific in game privileges, etc)
4. They simply aren't cheating or their action was not deemed inappropriate.
5. Properly filed reports on suspected cheaters are directly sent to our dedicated FairPlay team for review. This does mean you will not receive a response for these. We decided to not offer responses because we can not share any results of our investigations anyway and it frees up time for our FairPlay department to spend stopping and catching cheaters.
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, 2016/01/04) */
Hi [redacted],
Thank you for writing in about this matter. I assure you that these players aren't moderators or employees of KIXEYE. While 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 investigated. Please note that our team only takes action if there's definitive evidence of cheating.

Initial Business Response /* (1000, 5, 2015/10/20) */
Hi [redacted],
Please be aware that if you choose to take legal action against KIXEYE, Customer Support will not be able to offer you any further assistance. All future communication will take place between our legal counsel and yours. If you...

change your mind and do not wish to take legal action, please let me know and I would be happy to work with you to resolve your issues.
We will not be able to provide you with additional details as to why your account was suspended. While I can understand your desire to know, it is neither our obligation nor our policy to share this information. I can assure you that we only suspend an account when we have definitive proof of activity that violates our Terms of Service. For this reason, Customer Support will not be able to respond to further requests for these details.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
what they are accusing me of is hacking there company may I point out this don't just break the TOS it is illegal. This has not just ruined my reputation within the game but also my company reputation as a graphic designer who makes logos for alliances within the game. They say you can send tickets if you spend a ex amount of money with them then take that option away when they feel your hacking with no proof put up in front of you then tell you its not in there policy to tell you. when you spend the amount of money I have spent with them I should have that option as now I cant use what I have spent all I have asked for is to be reinstated back into there game but don't look like this is going to happen first thing I will be looking up is how I stand under the long distant selling law then I will take it from there.
Final Business Response /* (4000, 9, 2015/11/03) */
Hi [redacted],
As mentioned before. If you seek legal action, support will no longer be able to discuss these matters with you as all communication will transpire between legal counsel and we will not discuss the details of your account's suspension.

Initial Business Response /* (1000, 5, 2015/05/19) */
Hello [redacted],
I have reviewed your account. We do not ban based on player reports. Reports are just an indicator to check an account. If we check the account and cheating is found, we take action. All actions taken are for clear and...

verifiable violations of our Terms of Service agreement (https://www.kixeye.com/help/tos) and manually validated by our dedicated FairPlay team. This was the case on your account and we will stand by whatever action was taken against your account. We do not disclose specific information to help prevent cheaters like yourself from finding ways around our detection methods. This decision is final and we will not be lifting this suspension.
Please note that at no time are refunds offered for any purchases or transactions rendered in War Commander per our Terms of Service agreement, even in the case of permanent suspension.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no way you can keep me away from evidences I have been reported bedore never bannrd and one day over night banned where hackere are into your account they do what ever they want now dont say that IAhould had secured my account
I will give a nice example if you keep money in bank and if money is looted from bank accounts through servers its banks are at responsible same way you are but its the worst company I had seen ever it doesn't matters to me now just a feedback already found an other game
Final Business Response /* (4000, 9, 2015/05/27) */
Hi [redacted],
We hope that you choose to play games fairly and cheat free going forward.
Again, 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.
Final Consumer Response /* (4200, 11, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
thank you for your suggestions still you can close atleast my wc addiction is over and can focus more on my business I dont need my accoubt anymore bdw clash of clans is better and less time consuming try playing it

Initial Business Response /* (1000, 5, 2015/10/09) */
Hi [redacted],
First, I'd like to mention that we cant delete accounts. Even a banned base will persist until 60 consecutive days have passed [redacted] then will be reaped from the map. We only will suspend an account if we have firm evidence it has...

breached the terms of service, so if you have not contacted support yet about this, please do so.
Also, as outlined by the Terms of Service, www.kixeye.com/help/tos, KIXEYE does not offer refunds on services rendered, including gold purchases delivered to your account.