Pocket Gems, Inc

This is what they do every time. They ask to send in a "in-game ticket" and that they will investigate the issue. Attached is a copy of the email that states what I just said. The issue happens all the time and they say they will "investigate it". Listed below is a ticket number from one. The other issue I wasn't given a ticket number.  It has the issue number in their support email.
[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Perhaps our prior response was worded too nicely.  If I may be more direct here, this individual committed fraud and/or hacked the system and/or violated our terms of use to obtain those passes.  As such, they will not be restored.  This matter is considered closed from Pocket Gems' perspective.

Dear Ms. [redacted]: This letter is in response to your original email of March 11, 2016 relating to customer complaint #[redacted] submitted by [redacted]. With regards to Mr. [redacted]'s legal concerns, Pocket Gems' Terms of Service reflect industry standards and apply to anyone who plays a Pocket Gems game. They are very clear about the fact that, even though the team is committed to providing the smoothest gameplay experience possible, there is no guarantee to a specified level of performance. With regards to refunds specifically, only Apple can issue them for purchases made through the App Store, as developers don't have access to the billing information submitted there.That said - as mentioned previously, the support team is happy to help Mr. [redacted] with any issues he might encounter. While we can't guarantee a desired outcome in terms of compensation, the team is committed to helping players enjoy War Dragons in whatever ways they can (within policy). Pocket Gems greatly appreciates Mr. [redacted]'s support and engagement up to this point, and as a team we'd very much like to see him continue to play and enjoy War Dragons.

Issue was resolved with player in ticket #[redacted]. Player was granted a full month of Elite status as per their request.

Complaint: [redacted]I am rejecting this response because: After much correspondence with your team of lacky customer service representatives, I received knowledge that you changed the drop rates on the even several times, giving an unfair advantage to those who purchased after I did. In addition, you do not supply us with these critical data to determine if you are showing favoritism. Under the consumer right act of [redacted], section 41 and 45, I demand refund for the purchase of digital product which I'm not satisfied with. As you are an international company, you must abide by all international law, both in the states and else ware. You cannot change your policy in the middle of an event. You cannot give another customer unfair treatment. You're running a business, and your customers are not happy with your hidden changes. Section 41 and 45. Refund my purchase or get your legal team together, you will need them.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  I have called them almost...

everyday in [redacted]. To rectify the situation with both my accounts. I have given them ALL the information they requested. Including phone number, Main E-mail account, purchase information from in game purchases, account numbers to both accounts several times. I asked fo speak to a supervisor or team leader and they refused. I have had NO return contact from them at all. They have zero customer service or accountability.  Very sad.Sincerely,[redacted]

Our office phone number is not a customer support line. You will need to go through our actual support team at [redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Ms. [redacted]:
This letter is in response to your email of January 4, 2016 relating to customer complaint #XXXXXXXX submitted by [redacted].
We were not able to locate a record of any previous support correspondence with Ms. [redacted]...

based on the contact info provided. If Ms. [redacted] submits a support ticket at https://pocketgems.zendesk.com/hc/en-us/requests/new we'll be happy to help her with her issue in Episode.
Please feel free to contact me with any questions at (XXX) XXX-XXXX.