Initial Business Response /* (1000, 5, 2015/06/02) */
Hello ***,
Thank you for filing a case through the Revdex.com about your concerns with your recent tickets filed with SupportAfter reviewing those tickets that were sent in, it looks like you are facing concerns with the
fact that you did not receive the prizes that you spent many Speed-ups to obtain
With that being said, we have looked through the Events around the time in question and the payouts that accompanied themWe are showing that the Boss Battle on 04/29/that you participated has paid out the proper amount of Master Tokens in the form of a Bogart ChestWhile we are not showing any instances where the Matador's Shield should have been paid out to your account, we also investigated that prize claim as well
With all of that in mind, we granted your account a Matador's Shield as a good faith gesture to a long-time playerAdditionally, we have restored another Bogart Chest to your account as well as the maximum amount of Speed-ups possible to make sure you are back to playing at full capacity
Please note that the ticket in question was closed due to proper procedures and it has been reviewed following policy for any mishandlingAfter an Event completes, please make sure to claim all prizes as soon as possible to reduce any kind of claiming incidents
You will need to refresh your game in order to see the items that have been placed into your account
Regards,
RockYou Revdex.com Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont think you have seeing as I spoke to my chancy in game and he was given back the whole lot of his speed ups back so I am disappointed in this and what happened to my dragon boxes for training flame archers during that event
I now no I can trust any company and with any complaints I should just keep to myself and get on with it!
Initial Business Response /* (1000, 14, 2015/06/23) */
Thank you for informing of the customer issueWe are not sure why this complaint fell off our radar
After thorough investigation, we already processed the check back in December It arrived in customer's mailbox on December 17th
This is our internal tix tracking #
https://rockyou.zendesk.com/agent/tickets/XXXXXX
This matter should be resolved
Thank you!
Rockyou
Initial Business Response /* (1000, 6, 2014/10/30) */
Thank you Ms*** for forwarding this issue to us through the Revdex.com
We looked into Mr***'s issues and previous e-mailsWe thoroughly scan all ads on our site for viruses or infectionsNone of them have any viruses or malware
PurePlay's downloaded software that Mr*** is playing off of is developed off of Internet ExplorerScript error happen when there is an error with the software accessing needed files through Internet ExplorerUnfortunately if this happens, the only way to correct it is by uninstalling Internet Explorer and then reinstalling it
At this time we do not have a method to turn off the ads for him at this timeWe will have our technicians look into adding that feature at some point soon
Thank you again, to the Revdex.com for assisting us in resolving this issue
Regards,
The PurePlay Support Team
Initial Consumer Rebuttal /* (3000, 8, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Other people are having the same problemsI had my internet explorer checked by best buy geeksquad reinstalled it for me and am still having script errors
As a paying customer there are no adds and no script errors There can only be one explanation which is the advertisements are causing the script errorsThe company can indeed turn off the script errors until they can fixI believe they are including the script errors to force ptople to pay dollars and people who send postcards and play free get script errors so it makes it impossible to play as constantly have to keep clicking dialogue box to x out of script errorsThe script errors in advertistements even refer to lines in their advertismentsThe script errors pop up in middle of their games at a time one after another and must be clicked off to continue
Paid players do not have script errors only people sending in postcards have this problem so there is no other explanation except errors in advertisementsPure play figures people will become so exasperated they will pay the a month and gorgoe playing for freePure play lessened their cash prizes and stated it was because players wanted play chipsThis is why I refused to pay and became a postcard player because they significantly lowered their prizes and where not truthfull by saying players wanted play chips instead of cashWho in their right mind would want playchips istead of real cash
?
Final Business Response /* (4000, 13, 2014/12/02) */
Case # XXXXXXXX
Thank you Ms*** for forwarding this issue to us through the Revdex.com
Yes, it is true our players that pay for the Player's Club do not see ads, however we have had several of them over the years, experience the script errors that Mr*** has experiencedIf Mr*** does wish to continue playing through the downloaded client, he will need to uninstall and reinstall his Internet ExplorerThis will stop the script errors as our downloaded client is built off of Internet ExplorerTo do this, please follow the instructions included in this link from Microsoft Support (the developers of Internet Explorer):
http://support.microsoft.com/kb/XXXXXX
There would be no reason for us to purposely install script error, as it would drive more players awayNo player would want to pay to upgrade on a site that has these errorsWe do our best to resolve any errors on our end as quickly as possible, however script errors can only be resolved on the player's computer
I have forwarded Mr***'s suggestion to have ads removed for non-paying members in a possible future release
If there as anything else we can do for Mr***, we greatly look forward to offering our assistance
Thank you again, to the Revdex.com for assisting us in resolving this issue
Regards,
The PurePlay Support Team
Final Consumer Response /* (4200, 17, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Players that pay for the site monthly fees do not get script errors not a oneI never get script errors when I pay for the site so the only conclusion is that pure plays advertisements contain the script errors they refuse to admit it
Pure play has previously not been honestI always paid monthly fees until pure play took away cash prizes and stated that players didn't want real cash prizes but more prizes related to points which was a farce
I then became a postcard player and have received errors with scrips ever sinceThere is nothing wrong with my explorer I hav e had the geek squad check my computer as well as reset the explorer renstall it to no avalilTHey don't obviousously want post card players its comical because they don't want to pay people cash prizes but will try and get people to pay real money while stating players don't want cash prizes
Initial Business Response /* (1000, 14, 2015/07/29) */
Thank you for taking the time to contact the Revdex.com with your concerns about our game and the conduct of other players in Edgeworld
We would like to take the time to let you know that no players are exempt from the rules that keep your game
running smoothlyWith this in mind, we take all reports of this nature very seriously and investigate them all thoroughly before taking the appropriate action as dictated by player actions
Thanks for taking the time to let us know about these possible breaches in our Terms of ServiceWhile we may not be able to disclose the action that is taken from these reports as that would breach our Terms of Service and Privacy Policy, please know that we will make sure that this action is handled properly
If you suspect another player of cheating or otherwise breaching the Terms of Service, please contact our Support TeamPlease note that we cannot take any action against a player without solid proof or evidence about their conduct
Again, we would like to thank you for taking the time to contact us and look forward to future reports from you about any possible breaches in game
Thank you!
Rockyou
Initial Business Response /* (1000, 14, 2015/06/29) */
Rockyou response:
Thank you for letting us know about customer concerns with the Might Brackets in the recent TournamentThe formula used for these Events can sometimes be a bit difficult to understand or will lead to seating that is less
than desirableWe are not sure why this complaint fell off our radar
Please note that we have reviewed the formula for Tournament Brackets and we are not showing any issues with the way that it is seating playersWhile some players are placed in higher brackets for remaining in lofty seats due to the Might that they currently own and can deploy, other players are placed in higher places due to the speed with which they ramp up and gain the considerable Might that they have to wield
With this in mind, customer bracket placing will be completely different for each and every Tournament based on how much Might they have, the age of your account, and the speed with which they are able to gain Might, as well as other qualifying factors
In the future, we will make sure that the Tournaments are a little more lenient with the way that they sort the Might counts to take into account exactly the kind of discrepancies that customers are referring to
Thank you for your understanding and patience with this matter
Thank you!
Rockyou
Initial Business Response /* (1000, 14, 2015/06/23) */
Thank you for informing of the customer issueWe are not sure why this complaint fell off our radar
After thorough investigation, we did respond to the customer on 1/5/
Sometimes these FB transactions do not reflect right away, but
regardless we have manually added gold to the customer's account as well as additional gold for the inconvenience on 1/5/
This matter should be resolved
Thank you!
Rockyou
Hi [redacted], Thank you for taking the time to write in to the Revdex.com in regards to your concerns with the RockYou controlled game RockYou Poker.Upon review of your account and reports, we have been receiving reports from you since 2013. 3 representatives in the game has been in constant contact and communications with your inquiries regarding chat abuse. As instructed, you can mute any player in the game by using our "Ignore" function as we have explained to you in great detail in our responses to you. Per your responses, you request for a permanent ban. In order to do so, we review each individual player and will take the appropriate action. We cannot ban one player permanently simply based on the opinion of one single other person. Upon review of each player, we do not share the decisions we make upon the actions we take due to their privacy.Please contact our Support, we will be happy to assist you further once we have more information. For any new issues or questions, please contact us at support.rockyou.com. The Support team will escalate any issues to the team to review and resolve as quickly as possible.Regards,RockYou Revdex.com Support
Complaint: [redacted]I am rejecting this response because: I have contacted thier support page many many times and the response to me is one of the following, no replies (case closed), a copy and paste response (case closed) or I receive very low tier in game items which no longer serve purpose so why should I continue to contact a page which does not help?Sincerely,[redacted]
Hello [redacted], Thank you for taking the time to write in to the Revdex.com in regards to your concerns with the RockYou controlled game Kingdoms of Camelot.The event that you are referring to was an "Elite" event which rewards the "Galahad" boxes on purchase and hence is called the...
"Elite Galahad". These purchase events are always announced with the details of what items will be included in the box and you have successfully received the advertised items to his inventory and there is no discrepancy in the same.Iam including the details of the items which were advertised and the same has been received to your account.Upgrade with Elite Galahad!One of the most sought out boxes in all of Camelot has just returned! Galahad's Box is here and it packs quite a punch! Each box now includes THREE chances at getting Master's Token +32, and Forgemaster Token +24!For only 5 Gems, each Galahad Box includes a chance at the following:Legendary Hourglass ORSuper Lucky Token ORIron Skin ORForgemaster Token +22 ORForgemaster Token +23 ORForgemaster Token +24 ORMaster's Token +30 ORMaster's Token +31 ORMaster's Token +32ANDEpic Hourglass ORPortal of Order ORPortal of Refuge ORHorn of Samhain ORForgemaster Token +22 ORForgemaster Token +23 ORForgemaster Token +24 ORMaster's Token +30 ORMaster's Token +31 ORMaster's Token +32ANDJourneyman Smith's Token ORSmith's Token ORExpert Smith's Token ORForgemaster Token +22 ORForgemaster Token +23 ORForgemaster Token +24 ORMaster's Token +30 ORMaster's Token +31 ORMaster's Token +32Thanks for playing Kingdoms of Camelot!If you have any questions, please don't hesitate to contact Customer Support here: [redacted]Regards,RockYou Revdex.com Support
Initial Business Response /* (1000, 14, 2015/06/29) */
Rockyou response:
Thank you for informing of the customer issue. We are not sure why this complaint fell off our radar.
We can certainly understand the frustration that may be felt about the processing and handling of Premium In-game...
Currency.
We investigated the issue with the promotion that customer was referenced and it appears that the promotion did indeed end before customer purchases were made for the items in question.
As for the dates of closures, please note that the tickets filed through our system will wait for a reply from the customer for up to four standard days before the ticket is changed from a working status to a closed status. This appears to be the case as the message was originally sent on April 13 and was actually kept open waiting for a response until April 21 when it was closed according to policy.
Before the issue was closed, it does appear that the customer request was fulfilled as a courtesy against typical company policy. This took place in the form of the 250 requested Rubies being removed from customer account and the appropriate Sale amount of Chests well outside of the Sale window.
Thank you for this message and your concerns,
Thank you!
Rockyou
Initial Business Response /* (1000, 6, 2015/08/26) */
Hello [redacted],
Thank you for taking the time to contact the Revdex.com with your concerns about Conductor Boxes in The Godfather: Five Families.
After a thorough investigation of your account, we are showing that all items that...
should have been granted to your account from the Conductor's Mystery Chests were properly allocated in your inventory.
Please note that if you open a Mystery Chest, it will automatically add the items to your inventory in the proper location such as Resources, Combat, etc. With this in mind, we are showing that all items were properly provided. If you only have one item and click use, this will present you with a screen that shows 0X available but will show the prizes on the right hand side.
Since all items were properly granted to your account, we will not be able to provide any items to your account for this incident.
Regards,
RockYou Support
Initial Consumer Rebuttal /* (3000, 9, 2015/08/27) */
First you told me it was a glitch in the system, that showed I had won jackpot bundles but really didn't. Next you told me I received four bundles and opened them, but this was from 08/17 and not 08/18. You can't seem to make up your mind as to what the issue is. I know that while opening the conductor mystery boxes on 08/18 between 300am - 3:30am (EST) I was awarded 5 jackpot bundles and they NEVER SHOWED UP IN MY INVENTORY. Can you please get your story straight and provide me proof of what you are telling me.
Final Business Response /* (4000, 14, 2015/09/15) */
Hello again [redacted],
Thank you for taking the time to write back in with your concerns.
We are showing that your account received the proper items from the Conductor Mystery Chests and items have been properly paid out and awarded to your account. Because of this, no further items will be rewarded to your account from this incident.
Regards,
RockYou Support
Final Consumer Response /* (4200, 18, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company refuses to admit they're wrong. They have offered multiple excuses but never provided information showing I received/opened the jackpot bundles
Initial Business Response /* (1000, 5, 2015/11/17) */
Hi Mr. [redacted],
Thank you for writing in and allow us to fully investigate this issue for you.
After research, we still have not received your signed claim forms yet.
One of our agent also reached out to you and see if you need help...
with filling out the forms. We will need the signed forms in order to process your claim.
Please let us know if we can help in anyway.
Thank you for being a loyal player and see you in game soon.
Regards,
Rockyou support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
case #XXXXXXXX I have sent in the claim form again and am awaiting check in mail. ty. theysay 15 business days a check should arrive. I personally delivered the forms to 660 fourth st. S.f CA. so I guess we will wait and see if I receive a check.
Final Consumer Response /* (2000, 16, 2016/01/15) */
I have recieved the check in the mail finally,, issue is resolved thankyou Revdex.comb thanks a lot
Hi [redacted], Thank you for taking the time to write back in to the Revdex.com in regards to your concerns with the RockYou controlled game Bingo Blingo.We apologize for any inconvenience caused. Upon review of your account and reports, we have received your email inquiries and reviewed...
your communications with [redacted]. Your report has already been escalated to the team. We have responded to you in the last ticket #[redacted]. We will escalate your report to the team for review. We appreciate your patience.For any new issues or questions, please contact us at [redacted]. The Support team will escalate any issues to the team to review and resolve as quickly as possible.Regards,RockYou Revdex.com Support
Initial Business Response /* (1000, 5, 2015/10/20) */
Hi Mr. [redacted],
Thank you for writing into Revdex.com and allow us to fully investigate this issue for you.
After careful review, we do show an error on our side and the correct amount of chips were not awarded.
We see three separate...
email inquires with the dates of 10/10/2015, 10/11/2015, and 10/13/2015. We have awarded chips for all three inquires and also reached out to player.
This matter should now be resolved, and if there are other issues please don't hesitate to write us back again.
Thank you for being a loyal customer!
Rockyou support
Initial Business Response /* (1000, 14, 2015/06/30) */
Thank you for taking the time to write in with customer concerns on the Cartwheel Galaxy and the action that was showing on it.
We have reviewed customer account and are not showing any Bans for your Fulk II account on the Cartwheel Galaxy...
or any suspensions.
Please note that customer may have been temporarily rate limited for excessively high actions being taken on his/her account at any given time. This will simply log your account out to make sure no security issues are taking place. Once customer have been logged out, all you need do is log back in to get account working normally.
As we are not showing customer account as being suspended or banned within the last five years, there is no way for us to Restore or Unban customer account at this time. We apologize for any frustration or confusion that this may have caused.
Thanks for your time,
Thank you!
Rockyou
Complaint: [redacted]I am rejecting this response because: you asked for player name and server, those were given as you requested. At no point did I claim or say I would give you my personal email address, of which, is not even associated with the account. Had you bothered to look up issues with my player name and server, you would have found the complaints (plural) but that was too much effort apparently. As usual, anything to do with this company and their support team is nothing but ridiculous. There is no resolution because they chose to play ignorant and ignore clear problems with their system in an attempt that players just drop the issues. Which is sad but fineSincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I have not corresponded with anyone named [redacted]. I USED to receive responses from someone named [redacted] and yesterday I recieved a response from [redacted] informing me that support for this game is closed and has been since September of last year and that they are marking this ticket as resolved. If I have any further issues that I reply to that email. What's the point in that if support is closed. I stated that I have a multitude of pictures proving the issues and they didn't even ask for them. My game is not fixed. I can forward the email if you'd like. Someone is giving me the run around because the email I received and the response to my complaint on this site are completely different. Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/08/12) */
Hello [redacted],
Thank you for taking the time to write in about your Bank Stamps issue.
After reviewing the features of the Bank Heist feature and the Stamps on your account. We are showing that all Stamps on your account were properly used to...
reach higher Levels and more Unmarked Bills. Please note that all the Unmarked Bills and Levels [redacted] reset at the end of the Bank Heist.
At the beginning of the new Bank Heist, the Levels you reached [redacted] not count nor [redacted] the Unmarked [redacted] totals from the previous Bank Heist. Because of this, any Stamps used on a previous version [redacted] not count towards the future Events.
We would also like to take the time to let you know that no players are exempt from the rules that keep your game running smoothly. With this in mind, we take all reports of this nature very seriously and investigate them all thoroughly before taking the appropriate action as dictated by player actions.
Thanks for taking the time to let us know about these possible breaches in our Terms of Service. While we may not be able to disclose the action that is taken from these reports, please know that we [redacted] make sure that this action is handled properly.
If you find that you have any further issues or find any other players of this nature, please do not hesitate to write in with your concerns so that we can handle them accordingly.
Regards,
RockYou Support
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the SECOND time this has happened, and the SECOND time they pulled this [redacted]. The first time, they were told I had 4 tickets BEFORE they put the bankjob in. when they put the game in, they took the 4 and gave me my 5 free ones, so where I should have had 9, I had 5. I played the bankjob that time, and had 2 left..........2 days before the LAST bankjob was put in, they gave my stamps back, and I had 6 in invenory. They put the bankjob in, and I was down to 5 again, one of my crew had 24 saved up and his were gone as well, but they claim there is no issue. on one server, I didn't even get the new stamps, just had the four I had left over, and I didn't play once. Also, this is their cookie-cutter bs response, since they DO NOT KNOW WHAT SERVERS OR THE NAMES ON ALL THE SERVERS. As for them wanting to know who is cheating, they have been given multiple screenshots, I gave YOU guys screenshots, and they have CAUGHT SOME on other servers cheating in global tournaments, and they are still THERE. They took away the prize, and that was it, so they continue to cheat. NOW, when a dime spender puts in a complaint, they get everything back, no questions asked be it troops, missing items, etc........and I have seen non spenders get banned with no second chance, but spenders can cheat to their heart's content with no repercussions. Those are unethical pracices. a cusomer is a customer and they should be treated the same. I move once again, that if they can not follow ethical practices, they need shut down. They never checked to see how many stamps I had before the banksamp was put back in, just game a bs response. JUST like they did YOU guys. Their customer suppport does NOT do it's job. If they did, they would have SEEN the errors, and i'm not the only one it's been done to. And since those stamps would have let me play top tier of bankjob game, and they were doing 16X chance of winning at top tier, I had a chance of winning. Since they want to coninue giving the runaround, I want compensated for the prizes I would have won. This is not the first time they have screwed players over. There are guys that bought items in the store, dimes were taken but they did not get what they bought, and they get told there is no issue. There have been accounts where dimes just vanish for no reason.........but there is no issue. Rockyou is even WORSE than kabam was about screwing over the players, and more people have quit the game in the few months that they have taken over than had the entire 3 years I have been playing. Most have quit spending, some cut way down.....guys in my crew that spent 2k a week are done spending and talking about quiting. THAT is the testament of rockyou's business ethics.
Final Business Response /* (4000, 10, 2015/08/18) */
Thank you again for responding and letting us know your thoughts and opinions about our company and games.
We have dug into your account with our Support staff and are showing that the amount of Stamps earned/rewarded match up with the number available/used on your account from all the recent Bank Heists.
Please note that Support does not have the desire or ability to remove items that are not listed as items that have no value or, simply put, as placeholder items inside of the game itself. These items are advertised and listed as such with ample warning and messaging both before the Events themselves and before the removal of said items.
As for behavioral reports, we take all reports seriously and [redacted] investigate any and all behavior reports when we receive information regarding player actions through the proper channels. Once we receive these reports, we [redacted] be happy to start thoroughly researching the reports you have filed.
With regards to the prizes from the Bank Heist, we are showing that you properly received all prizes that were within your prize range from the Stamps that were used during all Bank Heists and your level and Stamps were properly tracked and utilized.
Regards,
RockYoy Support
Final Consumer Response /* (4200, 12, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is because they only check the stamps AFTER THE NEW GAME IS PUT IN, THEY DON'T CHECK THEY STAMPS BEFORE THE GAME IS PUT IN. I HAD 6 STAMPS ON GURINO. BANKJOB WENT IN, I ONLY HAD 5, AND THE SAME THING HAPPENED THE LAST TIME THEY PUT THE GAME IN. AND IT JUST HAPPENED AGAIN. EVERY SERVER, I HAD STAMPS LEFT OVER, AND EVERY SERVER I ONLY HAD 4 STAMPS INSTEAD OF THE 5 NEW ONES, SO THEY PUNISH FOR GOING TO OUTSIDE HELP FOR DEALING WITH ISSUES THAT THEY REFUSE TO FIX AND RESOLVE. THIS COMPANY DOES NOT HAVE ANY ETHICS WHAT-SO-EVER. EVERYTHING THAT THEY SAY HAS PROVEN TO BE BS. THEY HAVE DONE THIS TO A TON OF PLAYERS, WHO HAVE DECIDED TO JUST SIT BACK AND TAKE IT BECAUSE THEY FEEL THAT NOTHING [redacted] GET DONE IF THEY COME TO THE Revdex.com FOR HELP, BECAUSE THEY [redacted] SAY ONE THING, SAY THEY ARE GOING TO FIX HE PROBLEM, AND DO WHAT THEY WANT. THAT IS JUST LIKE THE CHEATING. MZ CHERI HAS ADMITTED TO LOGGING ONTO [redacted]'S, [redacted]'S, KNIGHT RYDER ACCOUNTS, AS WELL AS OTHERS, ALL A VIOLATION OF TOS THAT IS BANNABLE. SHE ADMITS TO HAVING THE BOT, AND RUNNING THE BOT ON MULTIPLE ACCOUNS. DIGGLER..... HAS ADMITTED TO RUNNING THE BOT TO CHEAT, AND YET AFTER 100'S OF TICKETS, SCREENSHOTS, COMPLAINTS, NOTHING GETS DONE. ROCKYOU HAS SHOWN OVER AND OVER THAT THEY HAVE 0 ETHICS. IF THEY CAN RUN A BUSINESS ETHICALLY, AND FIX THE PROBLEMS, THEY NEED SHUT DOWN. I HAVE SEEN MORE PEOPLE QUIT THE GAME IN THE FEW MONTHS SINCE THEY TOOK OVER THAN I DID IN THE 3 YEARS PLAYING UNDER KABAM...I HAVE SEEN GUYS THAT USED TO SPEND 5K A MONTH, GO DOWN TO 400 A MONTH, AND MOST HAVE STOPPED SPENDING ENTIRELY........THAT IS A TESTAMENT TO HOW THE PLAYERS, AKA THEIR CUSTOMERS, FEEL ABOUT HOW THEY ARE BEING TREATED, LIED TO, AND THEIR BS. THIS COPANY JUST NEEDS SHUT DOWN. BECAUSE OF THIS BS, THERE ARE 70 PLAYERS ON GURINO THAT ARE NOT SPENDING ANOTHER DIME EVER ON THEIR GAME. THERE ARE BIG MONEY SPENDERS ON BECKER, BAILEY, AND MALONE THAT ARE NO LONGER GOING TO SPEND. THEY ARE ONLY HURTING THEMSELVES AND RUNNING THIS GAME INTO THE GROUND.
Initial Business Response /* (1000, 5, 2015/06/02) */
Hello ***,
Thank you for filing a case through the Revdex.com about your concerns with your recent tickets filed with SupportAfter reviewing those tickets that were sent in, it looks like you are facing concerns with the
fact that you did not receive the prizes that you spent many Speed-ups to obtain
With that being said, we have looked through the Events around the time in question and the payouts that accompanied themWe are showing that the Boss Battle on 04/29/that you participated has paid out the proper amount of Master Tokens in the form of a Bogart ChestWhile we are not showing any instances where the Matador's Shield should have been paid out to your account, we also investigated that prize claim as well
With all of that in mind, we granted your account a Matador's Shield as a good faith gesture to a long-time playerAdditionally, we have restored another Bogart Chest to your account as well as the maximum amount of Speed-ups possible to make sure you are back to playing at full capacity
Please note that the ticket in question was closed due to proper procedures and it has been reviewed following policy for any mishandlingAfter an Event completes, please make sure to claim all prizes as soon as possible to reduce any kind of claiming incidents
You will need to refresh your game in order to see the items that have been placed into your account
Regards,
RockYou Revdex.com Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont think you have seeing as I spoke to my chancy in game and he was given back the whole lot of his speed ups back so I am disappointed in this and what happened to my dragon boxes for training flame archers during that event
I now no I can trust any company and with any complaints I should just keep to myself and get on with it!
Initial Business Response /* (1000, 14, 2015/06/23) */
Thank you for informing of the customer issueWe are not sure why this complaint fell off our radar
After thorough investigation, we already processed the check back in December It arrived in customer's mailbox on December 17th
This is our internal tix tracking #
https://rockyou.zendesk.com/agent/tickets/XXXXXX
This matter should be resolved
Thank you!
Rockyou
Initial Business Response /* (1000, 14, 2015/04/23) */
they have already processed a check for her
Initial Business Response /* (1000, 6, 2014/10/30) */
Thank you Ms*** for forwarding this issue to us through the Revdex.com
We looked into Mr***'s issues and previous e-mailsWe thoroughly scan all ads on our site for viruses or infectionsNone of them have any viruses or malware
PurePlay's downloaded software that Mr*** is playing off of is developed off of Internet ExplorerScript error happen when there is an error with the software accessing needed files through Internet ExplorerUnfortunately if this happens, the only way to correct it is by uninstalling Internet Explorer and then reinstalling it
At this time we do not have a method to turn off the ads for him at this timeWe will have our technicians look into adding that feature at some point soon
Thank you again, to the Revdex.com for assisting us in resolving this issue
Regards,
The PurePlay Support Team
Initial Consumer Rebuttal /* (3000, 8, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Other people are having the same problemsI had my internet explorer checked by best buy geeksquad reinstalled it for me and am still having script errors
As a paying customer there are no adds and no script errors There can only be one explanation which is the advertisements are causing the script errorsThe company can indeed turn off the script errors until they can fixI believe they are including the script errors to force ptople to pay dollars and people who send postcards and play free get script errors so it makes it impossible to play as constantly have to keep clicking dialogue box to x out of script errorsThe script errors in advertistements even refer to lines in their advertismentsThe script errors pop up in middle of their games at a time one after another and must be clicked off to continue
Paid players do not have script errors only people sending in postcards have this problem so there is no other explanation except errors in advertisementsPure play figures people will become so exasperated they will pay the a month and gorgoe playing for freePure play lessened their cash prizes and stated it was because players wanted play chipsThis is why I refused to pay and became a postcard player because they significantly lowered their prizes and where not truthfull by saying players wanted play chips instead of cashWho in their right mind would want playchips istead of real cash
?
Final Business Response /* (4000, 13, 2014/12/02) */
Case # XXXXXXXX
Thank you Ms*** for forwarding this issue to us through the Revdex.com
Yes, it is true our players that pay for the Player's Club do not see ads, however we have had several of them over the years, experience the script errors that Mr*** has experiencedIf Mr*** does wish to continue playing through the downloaded client, he will need to uninstall and reinstall his Internet ExplorerThis will stop the script errors as our downloaded client is built off of Internet ExplorerTo do this, please follow the instructions included in this link from Microsoft Support (the developers of Internet Explorer):
http://support.microsoft.com/kb/XXXXXX
There would be no reason for us to purposely install script error, as it would drive more players awayNo player would want to pay to upgrade on a site that has these errorsWe do our best to resolve any errors on our end as quickly as possible, however script errors can only be resolved on the player's computer
I have forwarded Mr***'s suggestion to have ads removed for non-paying members in a possible future release
If there as anything else we can do for Mr***, we greatly look forward to offering our assistance
Thank you again, to the Revdex.com for assisting us in resolving this issue
Regards,
The PurePlay Support Team
Final Consumer Response /* (4200, 17, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Players that pay for the site monthly fees do not get script errors not a oneI never get script errors when I pay for the site so the only conclusion is that pure plays advertisements contain the script errors they refuse to admit it
Pure play has previously not been honestI always paid monthly fees until pure play took away cash prizes and stated that players didn't want real cash prizes but more prizes related to points which was a farce
I then became a postcard player and have received errors with scrips ever sinceThere is nothing wrong with my explorer I hav e had the geek squad check my computer as well as reset the explorer renstall it to no avalilTHey don't obviousously want post card players its comical because they don't want to pay people cash prizes but will try and get people to pay real money while stating players don't want cash prizes
Initial Business Response /* (1000, 14, 2015/07/29) */
Thank you for taking the time to contact the Revdex.com with your concerns about our game and the conduct of other players in Edgeworld
We would like to take the time to let you know that no players are exempt from the rules that keep your game
running smoothlyWith this in mind, we take all reports of this nature very seriously and investigate them all thoroughly before taking the appropriate action as dictated by player actions
Thanks for taking the time to let us know about these possible breaches in our Terms of ServiceWhile we may not be able to disclose the action that is taken from these reports as that would breach our Terms of Service and Privacy Policy, please know that we will make sure that this action is handled properly
If you suspect another player of cheating or otherwise breaching the Terms of Service, please contact our Support TeamPlease note that we cannot take any action against a player without solid proof or evidence about their conduct
Again, we would like to thank you for taking the time to contact us and look forward to future reports from you about any possible breaches in game
Thank you!
Rockyou
Initial Business Response /* (1000, 14, 2015/06/29) */
Rockyou response:
Thank you for letting us know about customer concerns with the Might Brackets in the recent TournamentThe formula used for these Events can sometimes be a bit difficult to understand or will lead to seating that is less
than desirableWe are not sure why this complaint fell off our radar
Please note that we have reviewed the formula for Tournament Brackets and we are not showing any issues with the way that it is seating playersWhile some players are placed in higher brackets for remaining in lofty seats due to the Might that they currently own and can deploy, other players are placed in higher places due to the speed with which they ramp up and gain the considerable Might that they have to wield
With this in mind, customer bracket placing will be completely different for each and every Tournament based on how much Might they have, the age of your account, and the speed with which they are able to gain Might, as well as other qualifying factors
In the future, we will make sure that the Tournaments are a little more lenient with the way that they sort the Might counts to take into account exactly the kind of discrepancies that customers are referring to
Thank you for your understanding and patience with this matter
Thank you!
Rockyou
Initial Business Response /* (1000, 14, 2015/06/23) */
Thank you for informing of the customer issueWe are not sure why this complaint fell off our radar
After thorough investigation, we did respond to the customer on 1/5/
Sometimes these FB transactions do not reflect right away, but
regardless we have manually added gold to the customer's account as well as additional gold for the inconvenience on 1/5/
This matter should be resolved
Thank you!
Rockyou
Hi [redacted], Thank you for taking the time to write in to the Revdex.com in regards to your concerns with the RockYou controlled game RockYou Poker.Upon review of your account and reports, we have been receiving reports from you since 2013. 3 representatives in the game has been in constant contact and communications with your inquiries regarding chat abuse. As instructed, you can mute any player in the game by using our "Ignore" function as we have explained to you in great detail in our responses to you. Per your responses, you request for a permanent ban. In order to do so, we review each individual player and will take the appropriate action. We cannot ban one player permanently simply based on the opinion of one single other person. Upon review of each player, we do not share the decisions we make upon the actions we take due to their privacy.Please contact our Support, we will be happy to assist you further once we have more information. For any new issues or questions, please contact us at support.rockyou.com. The Support team will escalate any issues to the team to review and resolve as quickly as possible.Regards,RockYou Revdex.com Support
Complaint: [redacted]I am rejecting this response because: I have contacted thier support page many many times and the response to me is one of the following, no replies (case closed), a copy and paste response (case closed) or I receive very low tier in game items which no longer serve purpose so why should I continue to contact a page which does not help?Sincerely,[redacted]
Hello [redacted], Thank you for taking the time to write in to the Revdex.com in regards to your concerns with the RockYou controlled game Kingdoms of Camelot.The event that you are referring to was an "Elite" event which rewards the "Galahad" boxes on purchase and hence is called the...
"Elite Galahad". These purchase events are always announced with the details of what items will be included in the box and you have successfully received the advertised items to his inventory and there is no discrepancy in the same.Iam including the details of the items which were advertised and the same has been received to your account.Upgrade with Elite Galahad!One of the most sought out boxes in all of Camelot has just returned! Galahad's Box is here and it packs quite a punch! Each box now includes THREE chances at getting Master's Token +32, and Forgemaster Token +24!For only 5 Gems, each Galahad Box includes a chance at the following:Legendary Hourglass ORSuper Lucky Token ORIron Skin ORForgemaster Token +22 ORForgemaster Token +23 ORForgemaster Token +24 ORMaster's Token +30 ORMaster's Token +31 ORMaster's Token +32ANDEpic Hourglass ORPortal of Order ORPortal of Refuge ORHorn of Samhain ORForgemaster Token +22 ORForgemaster Token +23 ORForgemaster Token +24 ORMaster's Token +30 ORMaster's Token +31 ORMaster's Token +32ANDJourneyman Smith's Token ORSmith's Token ORExpert Smith's Token ORForgemaster Token +22 ORForgemaster Token +23 ORForgemaster Token +24 ORMaster's Token +30 ORMaster's Token +31 ORMaster's Token +32Thanks for playing Kingdoms of Camelot!If you have any questions, please don't hesitate to contact Customer Support here: [redacted]Regards,RockYou Revdex.com Support
Initial Business Response /* (1000, 14, 2015/06/29) */
Rockyou response:
Thank you for informing of the customer issue. We are not sure why this complaint fell off our radar.
We can certainly understand the frustration that may be felt about the processing and handling of Premium In-game...
Currency.
We investigated the issue with the promotion that customer was referenced and it appears that the promotion did indeed end before customer purchases were made for the items in question.
As for the dates of closures, please note that the tickets filed through our system will wait for a reply from the customer for up to four standard days before the ticket is changed from a working status to a closed status. This appears to be the case as the message was originally sent on April 13 and was actually kept open waiting for a response until April 21 when it was closed according to policy.
Before the issue was closed, it does appear that the customer request was fulfilled as a courtesy against typical company policy. This took place in the form of the 250 requested Rubies being removed from customer account and the appropriate Sale amount of Chests well outside of the Sale window.
Thank you for this message and your concerns,
Thank you!
Rockyou
Initial Business Response /* (1000, 6, 2015/08/26) */
Hello [redacted],
Thank you for taking the time to contact the Revdex.com with your concerns about Conductor Boxes in The Godfather: Five Families.
After a thorough investigation of your account, we are showing that all items that...
should have been granted to your account from the Conductor's Mystery Chests were properly allocated in your inventory.
Please note that if you open a Mystery Chest, it will automatically add the items to your inventory in the proper location such as Resources, Combat, etc. With this in mind, we are showing that all items were properly provided. If you only have one item and click use, this will present you with a screen that shows 0X available but will show the prizes on the right hand side.
Since all items were properly granted to your account, we will not be able to provide any items to your account for this incident.
Regards,
RockYou Support
Initial Consumer Rebuttal /* (3000, 9, 2015/08/27) */
First you told me it was a glitch in the system, that showed I had won jackpot bundles but really didn't. Next you told me I received four bundles and opened them, but this was from 08/17 and not 08/18. You can't seem to make up your mind as to what the issue is. I know that while opening the conductor mystery boxes on 08/18 between 300am - 3:30am (EST) I was awarded 5 jackpot bundles and they NEVER SHOWED UP IN MY INVENTORY. Can you please get your story straight and provide me proof of what you are telling me.
Final Business Response /* (4000, 14, 2015/09/15) */
Hello again [redacted],
Thank you for taking the time to write back in with your concerns.
We are showing that your account received the proper items from the Conductor Mystery Chests and items have been properly paid out and awarded to your account. Because of this, no further items will be rewarded to your account from this incident.
Regards,
RockYou Support
Final Consumer Response /* (4200, 18, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company refuses to admit they're wrong. They have offered multiple excuses but never provided information showing I received/opened the jackpot bundles
Initial Business Response /* (1000, 5, 2015/11/17) */
Hi Mr. [redacted],
Thank you for writing in and allow us to fully investigate this issue for you.
After research, we still have not received your signed claim forms yet.
One of our agent also reached out to you and see if you need help...
with filling out the forms. We will need the signed forms in order to process your claim.
Please let us know if we can help in anyway.
Thank you for being a loyal player and see you in game soon.
Regards,
Rockyou support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
case #XXXXXXXX I have sent in the claim form again and am awaiting check in mail. ty. theysay 15 business days a check should arrive. I personally delivered the forms to 660 fourth st. S.f CA. so I guess we will wait and see if I receive a check.
Final Consumer Response /* (2000, 16, 2016/01/15) */
I have recieved the check in the mail finally,, issue is resolved thankyou Revdex.comb thanks a lot
Hi [redacted], Thank you for taking the time to write back in to the Revdex.com in regards to your concerns with the RockYou controlled game Bingo Blingo.We apologize for any inconvenience caused. Upon review of your account and reports, we have received your email inquiries and reviewed...
your communications with [redacted]. Your report has already been escalated to the team. We have responded to you in the last ticket #[redacted]. We will escalate your report to the team for review. We appreciate your patience.For any new issues or questions, please contact us at [redacted]. The Support team will escalate any issues to the team to review and resolve as quickly as possible.Regards,RockYou Revdex.com Support
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/20) */
Hi Mr. [redacted],
Thank you for writing into Revdex.com and allow us to fully investigate this issue for you.
After careful review, we do show an error on our side and the correct amount of chips were not awarded.
We see three separate...
email inquires with the dates of 10/10/2015, 10/11/2015, and 10/13/2015. We have awarded chips for all three inquires and also reached out to player.
This matter should now be resolved, and if there are other issues please don't hesitate to write us back again.
Thank you for being a loyal customer!
Rockyou support
Initial Business Response /* (1000, 14, 2015/06/30) */
Thank you for taking the time to write in with customer concerns on the Cartwheel Galaxy and the action that was showing on it.
We have reviewed customer account and are not showing any Bans for your Fulk II account on the Cartwheel Galaxy...
or any suspensions.
Please note that customer may have been temporarily rate limited for excessively high actions being taken on his/her account at any given time. This will simply log your account out to make sure no security issues are taking place. Once customer have been logged out, all you need do is log back in to get account working normally.
As we are not showing customer account as being suspended or banned within the last five years, there is no way for us to Restore or Unban customer account at this time. We apologize for any frustration or confusion that this may have caused.
Thanks for your time,
Thank you!
Rockyou
Complaint: [redacted]I am rejecting this response because: you asked for player name and server, those were given as you requested. At no point did I claim or say I would give you my personal email address, of which, is not even associated with the account. Had you bothered to look up issues with my player name and server, you would have found the complaints (plural) but that was too much effort apparently. As usual, anything to do with this company and their support team is nothing but ridiculous. There is no resolution because they chose to play ignorant and ignore clear problems with their system in an attempt that players just drop the issues. Which is sad but fineSincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I have not corresponded with anyone named [redacted]. I USED to receive responses from someone named [redacted] and yesterday I recieved a response from [redacted] informing me that support for this game is closed and has been since September of last year and that they are marking this ticket as resolved. If I have any further issues that I reply to that email. What's the point in that if support is closed. I stated that I have a multitude of pictures proving the issues and they didn't even ask for them. My game is not fixed. I can forward the email if you'd like. Someone is giving me the run around because the email I received and the response to my complaint on this site are completely different. Sincerely,[redacted]
Initial Business Response /* (1000, 6, 2015/08/12) */
Hello [redacted],
Thank you for taking the time to write in about your Bank Stamps issue.
After reviewing the features of the Bank Heist feature and the Stamps on your account. We are showing that all Stamps on your account were properly used to...
reach higher Levels and more Unmarked Bills. Please note that all the Unmarked Bills and Levels [redacted] reset at the end of the Bank Heist.
At the beginning of the new Bank Heist, the Levels you reached [redacted] not count nor [redacted] the Unmarked [redacted] totals from the previous Bank Heist. Because of this, any Stamps used on a previous version [redacted] not count towards the future Events.
We would also like to take the time to let you know that no players are exempt from the rules that keep your game running smoothly. With this in mind, we take all reports of this nature very seriously and investigate them all thoroughly before taking the appropriate action as dictated by player actions.
Thanks for taking the time to let us know about these possible breaches in our Terms of Service. While we may not be able to disclose the action that is taken from these reports, please know that we [redacted] make sure that this action is handled properly.
If you find that you have any further issues or find any other players of this nature, please do not hesitate to write in with your concerns so that we can handle them accordingly.
Regards,
RockYou Support
Initial Consumer Rebuttal /* (3000, 8, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the SECOND time this has happened, and the SECOND time they pulled this [redacted]. The first time, they were told I had 4 tickets BEFORE they put the bankjob in. when they put the game in, they took the 4 and gave me my 5 free ones, so where I should have had 9, I had 5. I played the bankjob that time, and had 2 left..........2 days before the LAST bankjob was put in, they gave my stamps back, and I had 6 in invenory. They put the bankjob in, and I was down to 5 again, one of my crew had 24 saved up and his were gone as well, but they claim there is no issue. on one server, I didn't even get the new stamps, just had the four I had left over, and I didn't play once. Also, this is their cookie-cutter bs response, since they DO NOT KNOW WHAT SERVERS OR THE NAMES ON ALL THE SERVERS. As for them wanting to know who is cheating, they have been given multiple screenshots, I gave YOU guys screenshots, and they have CAUGHT SOME on other servers cheating in global tournaments, and they are still THERE. They took away the prize, and that was it, so they continue to cheat. NOW, when a dime spender puts in a complaint, they get everything back, no questions asked be it troops, missing items, etc........and I have seen non spenders get banned with no second chance, but spenders can cheat to their heart's content with no repercussions. Those are unethical pracices. a cusomer is a customer and they should be treated the same. I move once again, that if they can not follow ethical practices, they need shut down. They never checked to see how many stamps I had before the banksamp was put back in, just game a bs response. JUST like they did YOU guys. Their customer suppport does NOT do it's job. If they did, they would have SEEN the errors, and i'm not the only one it's been done to. And since those stamps would have let me play top tier of bankjob game, and they were doing 16X chance of winning at top tier, I had a chance of winning. Since they want to coninue giving the runaround, I want compensated for the prizes I would have won. This is not the first time they have screwed players over. There are guys that bought items in the store, dimes were taken but they did not get what they bought, and they get told there is no issue. There have been accounts where dimes just vanish for no reason.........but there is no issue. Rockyou is even WORSE than kabam was about screwing over the players, and more people have quit the game in the few months that they have taken over than had the entire 3 years I have been playing. Most have quit spending, some cut way down.....guys in my crew that spent 2k a week are done spending and talking about quiting. THAT is the testament of rockyou's business ethics.
Final Business Response /* (4000, 10, 2015/08/18) */
Thank you again for responding and letting us know your thoughts and opinions about our company and games.
We have dug into your account with our Support staff and are showing that the amount of Stamps earned/rewarded match up with the number available/used on your account from all the recent Bank Heists.
Please note that Support does not have the desire or ability to remove items that are not listed as items that have no value or, simply put, as placeholder items inside of the game itself. These items are advertised and listed as such with ample warning and messaging both before the Events themselves and before the removal of said items.
As for behavioral reports, we take all reports seriously and [redacted] investigate any and all behavior reports when we receive information regarding player actions through the proper channels. Once we receive these reports, we [redacted] be happy to start thoroughly researching the reports you have filed.
With regards to the prizes from the Bank Heist, we are showing that you properly received all prizes that were within your prize range from the Stamps that were used during all Bank Heists and your level and Stamps were properly tracked and utilized.
Regards,
RockYoy Support
Final Consumer Response /* (4200, 12, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is because they only check the stamps AFTER THE NEW GAME IS PUT IN, THEY DON'T CHECK THEY STAMPS BEFORE THE GAME IS PUT IN. I HAD 6 STAMPS ON GURINO. BANKJOB WENT IN, I ONLY HAD 5, AND THE SAME THING HAPPENED THE LAST TIME THEY PUT THE GAME IN. AND IT JUST HAPPENED AGAIN. EVERY SERVER, I HAD STAMPS LEFT OVER, AND EVERY SERVER I ONLY HAD 4 STAMPS INSTEAD OF THE 5 NEW ONES, SO THEY PUNISH FOR GOING TO OUTSIDE HELP FOR DEALING WITH ISSUES THAT THEY REFUSE TO FIX AND RESOLVE. THIS COMPANY DOES NOT HAVE ANY ETHICS WHAT-SO-EVER. EVERYTHING THAT THEY SAY HAS PROVEN TO BE BS. THEY HAVE DONE THIS TO A TON OF PLAYERS, WHO HAVE DECIDED TO JUST SIT BACK AND TAKE IT BECAUSE THEY FEEL THAT NOTHING [redacted] GET DONE IF THEY COME TO THE Revdex.com FOR HELP, BECAUSE THEY [redacted] SAY ONE THING, SAY THEY ARE GOING TO FIX HE PROBLEM, AND DO WHAT THEY WANT. THAT IS JUST LIKE THE CHEATING. MZ CHERI HAS ADMITTED TO LOGGING ONTO [redacted]'S, [redacted]'S, KNIGHT RYDER ACCOUNTS, AS WELL AS OTHERS, ALL A VIOLATION OF TOS THAT IS BANNABLE. SHE ADMITS TO HAVING THE BOT, AND RUNNING THE BOT ON MULTIPLE ACCOUNS. DIGGLER..... HAS ADMITTED TO RUNNING THE BOT TO CHEAT, AND YET AFTER 100'S OF TICKETS, SCREENSHOTS, COMPLAINTS, NOTHING GETS DONE. ROCKYOU HAS SHOWN OVER AND OVER THAT THEY HAVE 0 ETHICS. IF THEY CAN RUN A BUSINESS ETHICALLY, AND FIX THE PROBLEMS, THEY NEED SHUT DOWN. I HAVE SEEN MORE PEOPLE QUIT THE GAME IN THE FEW MONTHS SINCE THEY TOOK OVER THAN I DID IN THE 3 YEARS PLAYING UNDER KABAM...I HAVE SEEN GUYS THAT USED TO SPEND 5K A MONTH, GO DOWN TO 400 A MONTH, AND MOST HAVE STOPPED SPENDING ENTIRELY........THAT IS A TESTAMENT TO HOW THE PLAYERS, AKA THEIR CUSTOMERS, FEEL ABOUT HOW THEY ARE BEING TREATED, LIED TO, AND THEIR BS. THIS COPANY JUST NEEDS SHUT DOWN. BECAUSE OF THIS BS, THERE ARE 70 PLAYERS ON GURINO THAT ARE NOT SPENDING ANOTHER DIME EVER ON THEIR GAME. THERE ARE BIG MONEY SPENDERS ON BECKER, BAILEY, AND MALONE THAT ARE NO LONGER GOING TO SPEND. THEY ARE ONLY HURTING THEMSELVES AND RUNNING THIS GAME INTO THE GROUND.