R2Games.com

Very bad. Favoritism and equal treatment at is finest. They broke their own Term of Services. Treat other VIPs unfairly. Ignore all other players complaint. Treat higher VIPs with more favor.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

They are making false accusations and are missing the main point.

R2Games does not comply with fair gaming practices. They run pay-to-win style games where players may purchase in-game content to make their character stronger. However, GMs are allowed to play the games as well and receive free benefits. The GMs and players associated with the GMs are able to exploit the game and conduct themselves poorly against the ToS. Any player complaints are ignored. You can file a ticket via the support channel, but the GMs see this and will show their friends and other players your ticket. If you file a complaint against a GM or a friend of the GM, your ticket will be closed without a response and you are more than likely to be banned from the game. R2Games is extremely corrupt and I do not recommend playing their games or supporting them in any way.

I play R2games for quite some time now and my overall experience with them is extremely bad. They really mistreat loyal players and favor those who pay hundreds per month.
Their customer service is a joke and find more help in a self-service organization. I had some in-game trouble and missed something because of a bug and after several automated and 1 personal may they said they would figure it out and after 1,5 I still don't have a reply. They steal from naïve people and only lift a finger if it concerns a player who pays a lot per month. Really, the developers and their so-called customer service is so terribly they should be an example of how NOT to run a business. On top of that they also blocked several bloggers from their own forums because they threw some hard FACTS in their face and why so many players were mad about it.

This company ignores its customers complaints especially those concerning money. They use translation errors as an excuse for not fulfilling offers made in their games. The customer is to somehow know what they intended to say versus what was actually said in an offer.

Better Business...

Bureau:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While I am all for this resolution, it has not come to pass yet.  See below for a copy and paste from their support person, sent several days ago.  Keep in mind the time zone difference.  The date stamp on my end is actually 6/24/2014 at 10:23 pm.  Email follows:

JUN 25, 2014  | 11:23AM CST

R2 [redacted] replied:

Hello [redacted],

We just receive the final decision from our developers that we would definitely send you 600 diamonds. Please allow at least 5 days to see the reflect on your account. If after that time you have not received the diamonds please report back to us here. We deeply sorry for the inconvenience and appreciate for your patience. Thank you for your support and understanding. If you have any other concern please feel free to contact us.

Regards,

[redacted] -The R2Games Team

Billing Specialist

I have emailed back yesterday night as I did not get them yet.  So far it has been six days and I have not received the diamonds.  I also have been in contact with someone at [redacted] who also mentioned that I would get these diamonds, but to let her know if I did not.  When I asked R2 games by email where the diamonds are, as [redacted] requested above, so far they have not replied or given the diamonds.  While their resolution is great, it is so far only in text.  Once they carry out the action I will gladly accept and close this out.  Until then I still do not trust them to come true with their promise as they continue to disappoint.  I understand I need to be patient, but when they give me time frames and do not come through, and do not reply, that is hard to do.  I have kept the email records from both R2 Games and [redacted] if you would like me to submit them.

Regards,

This company condones threatening and cyber-bullying of their customers should they ever need to contact you. There dismal behavior is something they think they are allowed to get away with. Be very careful dealing with these criminals, as the above actions are against the law.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

If you tell me what documentation you require, I can probably provide it.  I saved all the email correspondence regarding this issue.R2's second response to Revdex.com does not tell the whole story. One of the items I purchased for this account was a VIP card which only lasts for 30 days.  After 2 weeks of dealing with R2 and getting no solution to the problem, I gave up.  My VIP card was running out and I certainly wasn't going to pay for another one.They sent an email to tell me that they had closed my support ticket but now, they have sent another email saying the problem is fixed.  It may or may not be.  I don't want to play the character without a VIP card and I'm not paying them more money for another one.I also want no money from them nor did I ever ask for any.  This complaint can be closed since I really don't see a way to resolve the issue.  R2 provided bad customer service and I think that should be noted.

Regards,

[redacted] Customer Support.Lost in-game gold due to chinese writing, and lack of confirmation before spending. Filed a complaint, sent in a screenshot, over a week later was told they need another screenshot. 2 weeks later received automated response telling me to be careful when clicking buttons. Of course they fixed the chinese writing, and added confirmation before spending, but I still lost my money. Tons of in-game bugs and no responses in forums. Don't waste your money. ( I have all emails saved to verify these facts.)

I have recently spent money with this online game distributor. I spent money in order to buy a specific character within the game. Contrary to their marketing the character does not works as described and does not work in all aspects of the game. After multiple correspondences with them to rectify the situation. Their only response is to be patient as days and weeks pass with no resolution. it has been a unsatisfying experience to deal with them and little has been done since I made them aware of the situation

Hi [redacted],I am sorry you are upset, but unfortunately we do need proof of a problem before we can give out items in the game and asking for a screenshot is often the most efficient way for a customer to prove to us that there is a problem. Asking for a screenshot isn't a matter of that staff...

being lazy, it is about trying to help every customer as quickly as possible. R2Games literally has millions of players and the support requests we get from them range from the extremely simple to the extremely complicated and as much as I wish we could treat each customer like they were our only customer it just isn't practical. What a screenshot would have shown us is that you were unable to collect the rewards you were owed. Assuming there was an error all that the game records would show us is that you did not receive the items you say you were owed, which is not the same thing.

Hi [redacted],

A video would have been even better than a screenshot, but a screenshot would still have helped. I am sorry you can't understand why we ask players to send us screenshots, but whether you agree with us or not it would have been fairly simple for you to go along with our request.

After buying services with R2 games suddenly my account and balance disappeared not allowing use. Attempts at contacting R2 games is difficult. When acknowledged it was by email form letters in company jargon. repeatedly with same form letter. No results occurred loss of money and services likely due too inaction by the company. Be wary will continue but as of now confidence is low.

This is an awful company, using switch and bait techniques to effectively steal from customers

After spending money on the game by r2games, I purchased in game material.
Shortly after acquiring the items I wanted with this money, the system took them away shortly after due to a non-related update.
After making r2games aware that this has happened through 4 separate contacts, they told me they, and their developers were aware of this theft but that they probably wouldn't do anything about it.

Hi [redacted],

Clearing your cache and cookies would not have caused you to lose your account. What may have happened depending on the settings you picked when you cleared everything was that it removed your saved login info from your browser. This being the case all you would have to do...

is log back in using your account information and your characters would be there. Unfortunately the reason for the delay is that you have not provided accurate account information for the character in question. You have been e-mailing our support department with two different e-mail addresses, [redacted].com & [redacted].com. The first has two account two it one regular, and one that was created through [redacted]. The second one also has an R2Games account attached to it, but none of these accounts has the character in question on it. Searching by the IP address you use I found two other accounts, using completely different e-mail address from the two you had been using to contact our support department. One of these accounts has the character you have been asking about attached to it, I will send a password reset request e-mail to that e-mail address that should allow you to login if you are the owner of the e-mail address in question. 

As for the amount of the dispute you listed here I am afraid it has confused me as well. According to the complaint you filed you are disputing almost $3300, however when I add up the total recharges on all 4 of the accounts I found they come to a total of $500. Regardless while we are happy to do what we can to help you find your account there are no grounds for compensation. I can certainly understand why you are frustrated at being unable to access your account, however R2Games can't be responsible for it's players remembering their account info.

Once again I am sorry for the inconvenience, and I hope that you receive the change password e-mail and are able to log back into your account.

[redacted] is the game I have played online. They have made many changes that cause me to spend what they call [redacted]'. I have spent over $1000.00 on this game. So when I lose a little it didn't bother me. Now I have lost over one hundred dollars due to their mistake and they will not work with me. I have gone above and beyond to resolve it. They will not cooperate to work with me. This is a warning. They will not reimburse you for their mistake no matter what. So far I have lost $750.00 to date. DO NOT PLAY THIS GAME!!!

Hi [redacted],Compensation for the class wars problem is being sent out to all affected players, the details can be found in the following [redacted] post:[redacted]://[redacted].[redacted].[redacted].[redacted]-**-[redacted]I apologize for...

the delay in sending out the compensation and informing our player base, but unfortunately we had to wait until the developers had made their final decision on the matter.

Well, the screenshot would have shown nothing. The box that was to appear for me to click on would not let me click on that. the only way would have been to take a video.

Hi [redacted],

I am sorry that this has upset you, but as you have yourself admitted you received exactly what the game said you should receive, which was 3 skills books. I understand that they were not necessarily what you were hoping for or expecting, but that does not mean you didn't get...

what you paid for. You didn't specifically buy 3 skill books, you were happily spending money on a game you enjoy and once you reached a certain spending level you were able to claim a bonus which included the three skills books. I understand how frustrating it can be to not get one of the few books you have left to unlock, but the skill book you receive is designed to be random just as it is when you are synthesizing them with skill pages. As you had the extreme bad luck to not only receive skill books that were of no use to you, but to have one of them be a double we will send you one replacement skill book. Please respond to your original ticket with a screenshot of your characters skills and a member of the project team will choose one of the ones you have yet to unlock to send you as a replacement.