Initial Business Response /* (1000, 11, 2016/02/09) */
Hello [redacted],
Thank you for taking the time to write into the Revdex.com in regards to the RockYou controlled game PurePlay.
We understand that you were facing issues with your account in game. After reviewing the incident...
with our Game Team, it appears that all players that were affected by the issue in question have been addressed and received equal compensation. We have gifted you with 900,000 Chips to make up for your loss.
Please do not hesitate to write in with your concerns so that our Support team can handle them accordingly.
Regards,
RockYou Revdex.com
Initial Consumer Rebuttal /* (2000, 13, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 our team. We can see your last ticket #[redacted] and have responded to you. 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
Hello [redacted], Thank you for taking the time to write in to the [redacted] in regards to your concerns with the RockYou controlled game Kingdoms of Camelot.Upon review of your account, it appears the boss battle tokens you are requesting to be moved are free which have been added to your...
other accounts. As for the Forgemaster tokens from the Avalon event, it appears you did not win them. There were no anomalies and you have already been granted a courtesy Forgemaster Token +22. We have responded to and closed your current open ticket: [redacted]We also granted you the following as a courtesy: - Boss Battle Tokens x25- Forgemaster Token +21 x2- Forgemaster Token +20 x3If you have any questions, please don't hesitate to contact Customer Support here: [redacted]Regards,RockYou [redacted] Support
Complaint: [redacted]I am rejecting this response because:"Upon review of your account and reports, we have received your email inquiry and have responded to you regarding this issue on May 19."
The multiple email "responses" from "[redacted]" (my only contact) have apologized and promised "prompt attention", but nothing has been done. The check for $100 won on March 18 was reported missing on March 28th, SIXTY-FIVE days ago. A stop-payment and re-issue should not have taken your office more than THREE days. The obviously defective check for $50 won on April 16th was received and returned more than THIRTY-NINE days ago. It should not have taken your office more than THREE days to issue a replacement check.I do NOT care when you "escalated" these claims. They should have been paid immediately.
"We will update your records once we have received your documents. Once received, we will process it and approve the prizes."According to your support staff ([redacted]), ALL of the requested records for the other three prizes were received TWENTY DAYS AGO, but they have not been cleared for payment in your system. I quizzed [redacted] multiple times and he assured me that those prizes would be "automatically approved" ASAP.I do NOT care about "ASAP", but if your support staff is misrepresenting the status to me, or not forwarding my documents, that is YOUR problem, not mine. I'm attaching (again) all of my communications with "[redacted]", assuring me there is no problem and payments would be issued promptly.I did receive a $25 check last week, leaving a balance due of $375.00. The delays are NO fault of mine and should be resolved IMMEDIATELY with your staff.
[redacted]
Initial Business Response /* (1000, 5, 2014/10/02) */
Case # XXXXXXXX
Thank you Ms. [redacted] for forwarding this issue to us through the Revdex.com.
After reviewing both this current complaint and Mrs. [redacted]'s previous e-mails, she was dealing with two problems preventing her from properly accessing...
our site. The first is that Mrs. [redacted]'s Flash player is almost 5 full versions out of date. Mrs. [redacted] can easily correct this part by opening a new window with her Internet Explorer browser and going to get.adobe.com/flashplayer to download and install the latest version.
The second problem Mrs. [redacted] described in her complaint described script errors. The script errors Mrs. [redacted] is receiving are generated by her Internet Explorer software. This is because the Pureplay software is developed off of the Internet Explorer platform and if her current installed copy of Internet Explorer isn't running smoothly or performing at its best, this would lead to experiencing issues in our Internet Explorer based software.
At this point, there are two solutions. The first is to reinstall Internet Explorer in order to make sure that the IE software did not become corrupted and also keep the IE software up to date. To do this, please follow the instructions included in this link from Microsoft Support (the developers of Internet Explorer):
http://support.microsoft.com/kb/XXXXXX
The second solution is to discontinue use of the installed version of the software that Mrs. [redacted] is currently playing from and play from the web-based version of Pureplay instead. This can be accessed going to www.pureplay.com and clicking 'Returning Users' to log in to Mrs. [redacted] account. We recommend this because the web-based version does not rely as heavily on proper upkeep of your computer as the installed version she has.
We do understand the frustration that Mrs. [redacted] described regarding the crash of her computer. However, PurePlay.com and its employees do not have any access to Mrs. [redacted]'s computer whatsoever. We highly encourage Mrs. [redacted] to seek a professional to consult with on how to correct the issues she is seeing with her computer but as our software is not the cause of the issues she is seeing, we will be unable to offer any monetary compensation for such a consultation.
Thank you again, to the Revdex.com for assisting us in resolving this issue.
Regards,
The PurePlay Support Team
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not explain why the file of the explorer was deleted and I have no problem with the Oldness of my computer at Bovada or Poker Stars. The ads are causing the problem with all the graphics and sophisticated elaboration of the ad. They do not check these ads before adding them to the nine player game. And if they do not check the ads they are putting my computer at risk. These people make it appear my stupidity has caused the problem when that is incorrect. This site has not been updated for years and the oldness of my computer is not at fault. As I say I have no problem with my Old computer at Poker stars and Bovado. Why is PurePlay so special ??? Bovado nor Poker Stars have deleted an explorer starting file just because I have made a comment about how inefficient their programmers are. I am not happy with this response. And once the explorer software or a repair disc is in place files can be lost including customers orders or previously installed software. You go back to the beginnning you start from the beginning.
Initial Business Response /* (1000, 6, 2015/11/24) */
Hi Ms. [redacted],
Thank you for writing in through Revdex.com and allow us to investigate your issue.
After research, we could not find your name in our customer support database.
Can you tell me how your paypal account was charged and...
which game was this thru? That way we can locate the transaction and provide refund.
Thank you!
Rockyou support
Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The money was sent through the send friends or family link on the paypal website using my mobile phone. The transaction does not invlove a game. The details of the transaction are
Cathey [redacted]
Money sent $100.00
Paid with
MCARD x-0982
Transaction ID
2NVXXXXX EEXXXXXXC
sent to
RockYou, Inc.
XXX XXX-XXXX
Sent to RockYou, Inc. $100.00
my paypal email is [redacted]@gmail.com
Initial Business Response /* (1000, 12, 2015/03/17) */
Case # XXXXXXXX
Thank you Ms. [redacted] for forwarding this issue to us through the Revdex.com.
After reviewing Mr. [redacted]'s account it shows that we had responded to each of his e-mail. We have even tried to e-mail him through 3 different e-mail...
servers. If he is not receiving the replies, his e-mail provider may be automatically moving them to the spam/trash folder or deleting them. It is highly recommended to add @pureplay.com to the safe sender's list, so any future e-mails can reach him.
For the prizes in question, we have sent him a total of 4 checks to the address we have on file for him. The first checked was on 5/16/14 for $95. The second was on 7/29/14 for $75. He e-mailed us regarding not receiving these checks, and we initiated a check trace on them. We confirmed the checks were not cashed and we then reissued a new check totaling $170 to him on 8/18/14. The most recent check we sent him was on 1/14/15 for $165.
We have been trying to reach Mr. [redacted] to verify his address as there may be an issue with where we are sending it. Unfortunately, even though we have tried multiple e-mail servers, we have not been able to confirm this with him. As the address that was provided to the Revdex.com matches the one we have been mailing the checks to, I have initiated a new check trace for Mr. [redacted]'s two remaining checks (the reissued one on 8/18/14 and the newest check on 1/14/15). Once we have received confirmation that the check was not cashed a new check will be issued and mailed to Mr. [redacted].
Thank you again, to the Revdex.com for assisting us in resolving this issue.
Regards,
The PurePlay Support Team
Initial Consumer Rebuttal /* (3000, 14, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do have my email set to receive your emails from pureplay.com. It seems strange to me that you are able to email me nearly every day for the last year or more concerning what I've won or offers to buy play money but you can't seem to get an email through to notify me of the "real money" I've won and haven't received.I have another $185 that I have won since January 14 but I am afraid to claim it since I have not received the last 2 requests. Would it help if I offer another address or PO Box for you to send it to?
Thank you, [redacted]
Final Business Response /* (4000, 17, 2015/04/07) */
Thank you Ms. [redacted] for forwarding this issue to us through the Revdex.com.
We have issued a replacement check for the check Mr. [redacted] did not receive. If Mr. [redacted] does not receive this new check, we ask that he please e-mail us directly a new address we can attempt to mail them to him through that means.
Thank you again, to the Revdex.com for assisting us in resolving this issue.
Regards,
The PurePlay Support Team
Final Consumer Response /* (2000, 19, 2015/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. This sounds satisfactory to me and
I appreciate it. Thanks again. [redacted] P [redacted]
Complaint: [redacted]I am rejecting this response because: I have contacted their support numerous times before contacting the Revdex.com and many times since. They have refused to show me how my troop count went up by one million plus the 6% training bonus I have, how my appointments needed to train those troops went down by a million, yet I didn't train enough according to them. They also refuse to explain how the number they claim I trained without the training bonus is not even divisible by whole numbers. They claim I trained 942,488 but as can be seen in the pics, I could train 13,411 at a time. If you divide those you get [redacted] which is an impossible amount of times to have trained troops since we cannot train in fractions or percents only whole numbers. Also by the pics you can tell my bulding timer did not change therefore that number of 13,411 per training time did not. All of my math adds up correctly none of theirs does. They have a problem with their calculations clearly. Once again, I had to train one million maneaters, not including a 6% training bonus. I trained 1,080,366 in total which exceeds. That would make one million plus up to an 8% bonus, more than enough. My appointments went down by a million as well, those are not used with the training bonus only actual troops trained. and their claimed number is impossible to have made mathematically. If they wish to actually investigate for a change, my player name is Helter Skelter on Fabrizio server. One of their forum mods has since told me if I file chargebacks with my credit card company over items I paid for that were used and lost over this that rock you will permanently ban my account. How is that legalSincerely,[redacted]
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 Bingo by Ryzing.We apologize for any inconvenience caused. Upon review of your account and reports, we have received your email inquiry and have...
responded to you regarding this issue on Apr ** 02:47 am.Ticket #[redacted]Please respond back to the ticket above if you are still having issues. 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, 8, 2015/10/05) */
Hi [redacted],
Thank you for your patience and understanding with this issue.
Our engineers have made a pass [redacted] on your account, and it does look like your adventurers on Ararat are functioning normally now. As a one-time courtesy for this...
issue, I have awarded you with 150 rubies credited to your account. If this is not the case, please respond back to the ticket we created for you and we'll investigate it further.
Should you require assistance in the future, please do not hesitate to submit a new ticket.
Thank you for playing Dragons of Atlantis!
Regards,
Rockyou Support
Initial Business Response /* (1000, 5, 2015/09/28) */
Hi Mr. [redacted],
Thank you for writing in thru Revdex.com and allow us to fully investigate your issue.
After reviewing our records, here is what we found:
Bingo bucks credited since 7/14/15 = 24k
Opening BB balance as on 7/13/XXXX: ...
XX,556
Opening BB balance as on 7/14/XXXX: X,193
Opening BB balance as on 7/15/XXXX: X,309
Admin adds since 7/1/2015:
7/13/XX X:XX - $1,000.00
7/14/XX X:XX - $2,000.00
7/16/XX X:XX - $2,000.00
8/19/XX X:XX - $18,000.00
8/28/XX X:XX - $500.00
9/14/XX X:XX - $500.00
Games played:
7/13/XXXX : XXX
7/14/XXXX : XXX
7/15/XXXX : XX
BBs sunk:
7/13/2015 : $76,610.00
7/14/2015 : $19,015.00
7/15/2015 : $3,900.00
BBs won:
7/13/2015 : $49,605.00
7/14/2015 : $11,175.00
7/15/2015 : $7,525.00
During the games played in questioned, 7/14/15, the BB balance never went above 12k. If you believe this to be different please do let us know.
We strive our very best to work with every player and help them with gameplay issues.
Please don't hesitate to reach out to us again if you have any other concerns.
Rockyou support
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
thier response was after the games played on july 13th 2015 that had removed many bingo bucks not by my playing except by the glitch that had taken them on july 13 th 2015 and all games that were played were not credited after noticing their glitch then I had reported it to them , as you notice they did not report the beginning balance prior to the 13 july 2015
Final Business Response /* (4000, 24, 2015/11/17) */
Hi [redacted],
Our support agent have reached out to you specifically to help resolve this issue on 11/16/15. Please respond to our agent so we can help you resolve your issue asap.
Our team looked at your account history for the month of October and only found one instance where Supercards were activated.
As a courtesy, we have credited 8200 Bingo Bucks (game of 4 Supercards in Barcelona) to your account:
11/16/2015 5:21:25 PM Admin Add + BB$ 8,200
This is the tracking # and URL:
https://rockyou.zendesk.com/agent/tickets/XXXXXX
Thank you!
Rockyou support
Final Consumer Response /* (2000, 26, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 Dragons of Atlantis.We apologize for any inconvenience caused. Upon review of your account and reports, we were unable to find any transactions which could...
be validated to this account you contacted us with.This player's historically had some issues with the Dragons of Atlantis gaming community and his claims are certainly not valid.There has been a minor issue with the payouts in the game for the last 15 to 20 days and the game team is working to fix this issue. 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.Thank you in advance.Regards,RockYou Revdex.com Support
Complaint: [redacted]I am rejecting this response because:
The information given in this response is inaccurate and at best sincerely made up,
You stated 15-20 days... try 15-20 MONTHS!
People on "realm 500" are missing prizes from 15-20 MONTHS ago, not weeks not days MONTHS!
Not to mention the misrepresentation of items in game that are not being rectified!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/24) */
Hi Mr. [redacted],
Thank you for writing in thru Revdex.com and allow us to investigate your issue.
We are sorry for the inconvenience this has caused you.
After research, our records do show you have won 12 free months in the $500 Instant...
Cash/Prize tournament on 11/08/2015. The 12 free months was applied on 11/09/2015. Your next billing date is now 11/10/2016.
If this is inconsistent with what you are seeing please let us know asap.
We strive to respond and resolve all issues as soon as they arrive. Thank you for being a loyal player and see you in game.
Regards,
Rockyou support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took PurePlay fifteen (15) days before I could play. I won on 8 November but could not play until 23 November. My new billing date needs to be changed to 24 November 2016 (not 10 November 2016).
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 Dragons of Atlantis.We apologize for any inconvenience caused. Upon review of your account and reports, we were unable to find any transactions which could be validated to this account you contacted us with.This player's historically had some issues with the Dragons of Atlantis gaming community and his claims are certainly not valid.There has been a minor issue with the payouts in the game for the last 15 to 20 days and the game team is working to fix this issue.
Buy agreeing to the payment terms, items used in game cannot be refunded. 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.Thank you in advance.Regards,RockYou Revdex.com Support
Complaint: [redacted]I am rejecting this response because:
[redacted] has been reported by many people other than me. She repeatedly violates your rules of conduct, and boasts that you will do nothing. She has called me "[redacted]", "[redacted]" ( means [redacted]" and saif "[redacted] over and over. She bullies many players, insults people every day and you do nothing.
Your rules of conduct do not say "ignore", they say abuse will not be tolerated.
Furthermore, I cannot "ignore" a player who sits at a table and immediately starts insulting people before the ignore button can even be set..Sincerely,[redacted]
Initial Business Response /* (1000, 8, 2015/11/23) */
Hi Mr. [redacted],
Thank you for writing in thru Revdex.com and allow us to investigate into your case.
After research with our accounting team, the balance we have on record up to August 2015 is $1064.83.
We will be cutting a check the week...
of November 30th, please allow processing time for the check to arrive.
Don't hesitate to contact us again if you have any other issues.
Thank you for your loyal support and we value your partnership with us.
Regards,
Rockyou support
Initial Consumer Rebuttal /* (3000, 10, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Funds should be deposited directly into my bank account. This was the agreement with PlayHaven and was never an issue.
2. If RockYou is actually mailing a check, I need to know where they're sending it (and they need to contact me directly). I don't trust that they have the correct address.
3. They're 5 months late on payment. They should be delivering funds now, not 6 days from now.
Hi [redacted],
I still have not heard from RockYou regarding my missing payments.
Thanks,
Final Consumer Response /* (3000, 15, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT Accept. You are lying thieves....
Complaint: [redacted]I am rejecting this response because:
I have had issues with MISSING, I repeat MISSING payouts from the beginning of Celestial Wars Realm[redacted] and[redacted] and [redacted] for MONTHS, not 15-20 days! MONTHS!
Something cannot be broken for 15-20 days when people including myself are missing Arsenal Edge Payouts and Home/Silo/Outpost Build a thon payouts from February and before!
Thats nearly 6 months! Its not really "15-20 days"
Please stop lying its malpractice, regardless of my previous issues!
I'd also like to know how you know what my account is? when my email is currently nothing to do with the current email!
I'd also like to add that a "representative" gave my information out over the internet to a "random" person, That I believe is classed as a breach of Data Protection?(see attached attachment)
Sincerely,[redacted]
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. 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 [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, 11, 2016/02/09) */
Hello [redacted],
Thank you for taking the time to write into the Revdex.com in regards to the RockYou controlled game PurePlay.
We understand that you were facing issues with your account in game. After reviewing the incident...
with our Game Team, it appears that all players that were affected by the issue in question have been addressed and received equal compensation. We have gifted you with 900,000 Chips to make up for your loss.
Please do not hesitate to write in with your concerns so that our Support team can handle them accordingly.
Regards,
RockYou Revdex.com
Initial Consumer Rebuttal /* (2000, 13, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 our team. We can see your last ticket #[redacted] and have responded to you. 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
Hello [redacted], Thank you for taking the time to write in to the [redacted] in regards to your concerns with the RockYou controlled game Kingdoms of Camelot.Upon review of your account, it appears the boss battle tokens you are requesting to be moved are free which have been added to your...
other accounts. As for the Forgemaster tokens from the Avalon event, it appears you did not win them. There were no anomalies and you have already been granted a courtesy Forgemaster Token +22. We have responded to and closed your current open ticket: [redacted]We also granted you the following as a courtesy: - Boss Battle Tokens x25- Forgemaster Token +21 x2- Forgemaster Token +20 x3If you have any questions, please don't hesitate to contact Customer Support here: [redacted]Regards,RockYou [redacted] Support
Complaint: [redacted]I am rejecting this response because:"Upon review of your account and reports, we have received your email inquiry and have responded to you regarding this issue on May 19."
The multiple email "responses" from "[redacted]" (my only contact) have apologized and promised "prompt attention", but nothing has been done. The check for $100 won on March 18 was reported missing on March 28th, SIXTY-FIVE days ago. A stop-payment and re-issue should not have taken your office more than THREE days. The obviously defective check for $50 won on April 16th was received and returned more than THIRTY-NINE days ago. It should not have taken your office more than THREE days to issue a replacement check.I do NOT care when you "escalated" these claims. They should have been paid immediately.
"We will update your records once we have received your documents. Once received, we will process it and approve the prizes."According to your support staff ([redacted]), ALL of the requested records for the other three prizes were received TWENTY DAYS AGO, but they have not been cleared for payment in your system. I quizzed [redacted] multiple times and he assured me that those prizes would be "automatically approved" ASAP.I do NOT care about "ASAP", but if your support staff is misrepresenting the status to me, or not forwarding my documents, that is YOUR problem, not mine. I'm attaching (again) all of my communications with "[redacted]", assuring me there is no problem and payments would be issued promptly.I did receive a $25 check last week, leaving a balance due of $375.00. The delays are NO fault of mine and should be resolved IMMEDIATELY with your staff.
[redacted]
Initial Business Response /* (1000, 5, 2014/10/02) */
Case # XXXXXXXX
Thank you Ms. [redacted] for forwarding this issue to us through the Revdex.com.
After reviewing both this current complaint and Mrs. [redacted]'s previous e-mails, she was dealing with two problems preventing her from properly accessing...
our site. The first is that Mrs. [redacted]'s Flash player is almost 5 full versions out of date. Mrs. [redacted] can easily correct this part by opening a new window with her Internet Explorer browser and going to get.adobe.com/flashplayer to download and install the latest version.
The second problem Mrs. [redacted] described in her complaint described script errors. The script errors Mrs. [redacted] is receiving are generated by her Internet Explorer software. This is because the Pureplay software is developed off of the Internet Explorer platform and if her current installed copy of Internet Explorer isn't running smoothly or performing at its best, this would lead to experiencing issues in our Internet Explorer based software.
At this point, there are two solutions. The first is to reinstall Internet Explorer in order to make sure that the IE software did not become corrupted and also keep the IE software up to date. To do this, please follow the instructions included in this link from Microsoft Support (the developers of Internet Explorer):
http://support.microsoft.com/kb/XXXXXX
The second solution is to discontinue use of the installed version of the software that Mrs. [redacted] is currently playing from and play from the web-based version of Pureplay instead. This can be accessed going to www.pureplay.com and clicking 'Returning Users' to log in to Mrs. [redacted] account. We recommend this because the web-based version does not rely as heavily on proper upkeep of your computer as the installed version she has.
We do understand the frustration that Mrs. [redacted] described regarding the crash of her computer. However, PurePlay.com and its employees do not have any access to Mrs. [redacted]'s computer whatsoever. We highly encourage Mrs. [redacted] to seek a professional to consult with on how to correct the issues she is seeing with her computer but as our software is not the cause of the issues she is seeing, we will be unable to offer any monetary compensation for such a consultation.
Thank you again, to the Revdex.com for assisting us in resolving this issue.
Regards,
The PurePlay Support Team
Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not explain why the file of the explorer was deleted and I have no problem with the Oldness of my computer at Bovada or Poker Stars. The ads are causing the problem with all the graphics and sophisticated elaboration of the ad. They do not check these ads before adding them to the nine player game. And if they do not check the ads they are putting my computer at risk. These people make it appear my stupidity has caused the problem when that is incorrect. This site has not been updated for years and the oldness of my computer is not at fault. As I say I have no problem with my Old computer at Poker stars and Bovado. Why is PurePlay so special ??? Bovado nor Poker Stars have deleted an explorer starting file just because I have made a comment about how inefficient their programmers are. I am not happy with this response. And once the explorer software or a repair disc is in place files can be lost including customers orders or previously installed software. You go back to the beginnning you start from the beginning.
Initial Business Response /* (1000, 6, 2015/11/24) */
Hi Ms. [redacted],
Thank you for writing in through Revdex.com and allow us to investigate your issue.
After research, we could not find your name in our customer support database.
Can you tell me how your paypal account was charged and...
which game was this thru? That way we can locate the transaction and provide refund.
Thank you!
Rockyou support
Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The money was sent through the send friends or family link on the paypal website using my mobile phone. The transaction does not invlove a game. The details of the transaction are
Cathey [redacted]
Money sent $100.00
Paid with
MCARD x-0982
Transaction ID
2NVXXXXX EEXXXXXXC
sent to
RockYou, Inc.
XXX XXX-XXXX
Sent to RockYou, Inc. $100.00
my paypal email is [redacted]@gmail.com
Initial Business Response /* (1000, 12, 2015/03/17) */
Case # XXXXXXXX
Thank you Ms. [redacted] for forwarding this issue to us through the Revdex.com.
After reviewing Mr. [redacted]'s account it shows that we had responded to each of his e-mail. We have even tried to e-mail him through 3 different e-mail...
servers. If he is not receiving the replies, his e-mail provider may be automatically moving them to the spam/trash folder or deleting them. It is highly recommended to add @pureplay.com to the safe sender's list, so any future e-mails can reach him.
For the prizes in question, we have sent him a total of 4 checks to the address we have on file for him. The first checked was on 5/16/14 for $95. The second was on 7/29/14 for $75. He e-mailed us regarding not receiving these checks, and we initiated a check trace on them. We confirmed the checks were not cashed and we then reissued a new check totaling $170 to him on 8/18/14. The most recent check we sent him was on 1/14/15 for $165.
We have been trying to reach Mr. [redacted] to verify his address as there may be an issue with where we are sending it. Unfortunately, even though we have tried multiple e-mail servers, we have not been able to confirm this with him. As the address that was provided to the Revdex.com matches the one we have been mailing the checks to, I have initiated a new check trace for Mr. [redacted]'s two remaining checks (the reissued one on 8/18/14 and the newest check on 1/14/15). Once we have received confirmation that the check was not cashed a new check will be issued and mailed to Mr. [redacted].
Thank you again, to the Revdex.com for assisting us in resolving this issue.
Regards,
The PurePlay Support Team
Initial Consumer Rebuttal /* (3000, 14, 2015/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do have my email set to receive your emails from pureplay.com. It seems strange to me that you are able to email me nearly every day for the last year or more concerning what I've won or offers to buy play money but you can't seem to get an email through to notify me of the "real money" I've won and haven't received.I have another $185 that I have won since January 14 but I am afraid to claim it since I have not received the last 2 requests. Would it help if I offer another address or PO Box for you to send it to?
Thank you, [redacted]
Final Business Response /* (4000, 17, 2015/04/07) */
Thank you Ms. [redacted] for forwarding this issue to us through the Revdex.com.
We have issued a replacement check for the check Mr. [redacted] did not receive. If Mr. [redacted] does not receive this new check, we ask that he please e-mail us directly a new address we can attempt to mail them to him through that means.
Thank you again, to the Revdex.com for assisting us in resolving this issue.
Regards,
The PurePlay Support Team
Final Consumer Response /* (2000, 19, 2015/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. This sounds satisfactory to me and
I appreciate it. Thanks again. [redacted] P [redacted]
Complaint: [redacted]I am rejecting this response because: I have contacted their support numerous times before contacting the Revdex.com and many times since. They have refused to show me how my troop count went up by one million plus the 6% training bonus I have, how my appointments needed to train those troops went down by a million, yet I didn't train enough according to them. They also refuse to explain how the number they claim I trained without the training bonus is not even divisible by whole numbers. They claim I trained 942,488 but as can be seen in the pics, I could train 13,411 at a time. If you divide those you get [redacted] which is an impossible amount of times to have trained troops since we cannot train in fractions or percents only whole numbers. Also by the pics you can tell my bulding timer did not change therefore that number of 13,411 per training time did not. All of my math adds up correctly none of theirs does. They have a problem with their calculations clearly. Once again, I had to train one million maneaters, not including a 6% training bonus. I trained 1,080,366 in total which exceeds. That would make one million plus up to an 8% bonus, more than enough. My appointments went down by a million as well, those are not used with the training bonus only actual troops trained. and their claimed number is impossible to have made mathematically. If they wish to actually investigate for a change, my player name is Helter Skelter on Fabrizio server. One of their forum mods has since told me if I file chargebacks with my credit card company over items I paid for that were used and lost over this that rock you will permanently ban my account. How is that legalSincerely,[redacted]
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 Bingo by Ryzing.We apologize for any inconvenience caused. Upon review of your account and reports, we have received your email inquiry and have...
responded to you regarding this issue on Apr ** 02:47 am.Ticket #[redacted]Please respond back to the ticket above if you are still having issues. 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, 8, 2015/10/05) */
Hi [redacted],
Thank you for your patience and understanding with this issue.
Our engineers have made a pass [redacted] on your account, and it does look like your adventurers on Ararat are functioning normally now. As a one-time courtesy for this...
issue, I have awarded you with 150 rubies credited to your account. If this is not the case, please respond back to the ticket we created for you and we'll investigate it further.
Should you require assistance in the future, please do not hesitate to submit a new ticket.
Thank you for playing Dragons of Atlantis!
Regards,
Rockyou Support
Initial Business Response /* (1000, 5, 2015/09/28) */
Hi Mr. [redacted],
Thank you for writing in thru Revdex.com and allow us to fully investigate your issue.
After reviewing our records, here is what we found:
Bingo bucks credited since 7/14/15 = 24k
Opening BB balance as on 7/13/XXXX: ...
XX,556
Opening BB balance as on 7/14/XXXX: X,193
Opening BB balance as on 7/15/XXXX: X,309
Admin adds since 7/1/2015:
7/13/XX X:XX - $1,000.00
7/14/XX X:XX - $2,000.00
7/16/XX X:XX - $2,000.00
8/19/XX X:XX - $18,000.00
8/28/XX X:XX - $500.00
9/14/XX X:XX - $500.00
Games played:
7/13/XXXX : XXX
7/14/XXXX : XXX
7/15/XXXX : XX
BBs sunk:
7/13/2015 : $76,610.00
7/14/2015 : $19,015.00
7/15/2015 : $3,900.00
BBs won:
7/13/2015 : $49,605.00
7/14/2015 : $11,175.00
7/15/2015 : $7,525.00
During the games played in questioned, 7/14/15, the BB balance never went above 12k. If you believe this to be different please do let us know.
We strive our very best to work with every player and help them with gameplay issues.
Please don't hesitate to reach out to us again if you have any other concerns.
Rockyou support
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
thier response was after the games played on july 13th 2015 that had removed many bingo bucks not by my playing except by the glitch that had taken them on july 13 th 2015 and all games that were played were not credited after noticing their glitch then I had reported it to them , as you notice they did not report the beginning balance prior to the 13 july 2015
Final Business Response /* (4000, 24, 2015/11/17) */
Hi [redacted],
Our support agent have reached out to you specifically to help resolve this issue on 11/16/15. Please respond to our agent so we can help you resolve your issue asap.
Our team looked at your account history for the month of October and only found one instance where Supercards were activated.
As a courtesy, we have credited 8200 Bingo Bucks (game of 4 Supercards in Barcelona) to your account:
11/16/2015 5:21:25 PM Admin Add + BB$ 8,200
This is the tracking # and URL:
https://rockyou.zendesk.com/agent/tickets/XXXXXX
Thank you!
Rockyou support
Final Consumer Response /* (2000, 26, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 Dragons of Atlantis.We apologize for any inconvenience caused. Upon review of your account and reports, we were unable to find any transactions which could...
be validated to this account you contacted us with.This player's historically had some issues with the Dragons of Atlantis gaming community and his claims are certainly not valid.There has been a minor issue with the payouts in the game for the last 15 to 20 days and the game team is working to fix this issue. 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.Thank you in advance.Regards,RockYou Revdex.com Support
Complaint: [redacted]I am rejecting this response because:
The information given in this response is inaccurate and at best sincerely made up,
You stated 15-20 days... try 15-20 MONTHS!
People on "realm 500" are missing prizes from 15-20 MONTHS ago, not weeks not days MONTHS!
Not to mention the misrepresentation of items in game that are not being rectified!Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/11/24) */
Hi Mr. [redacted],
Thank you for writing in thru Revdex.com and allow us to investigate your issue.
We are sorry for the inconvenience this has caused you.
After research, our records do show you have won 12 free months in the $500 Instant...
Cash/Prize tournament on 11/08/2015. The 12 free months was applied on 11/09/2015. Your next billing date is now 11/10/2016.
If this is inconsistent with what you are seeing please let us know asap.
We strive to respond and resolve all issues as soon as they arrive. Thank you for being a loyal player and see you in game.
Regards,
Rockyou support
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took PurePlay fifteen (15) days before I could play. I won on 8 November but could not play until 23 November. My new billing date needs to be changed to 24 November 2016 (not 10 November 2016).
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 Dragons of Atlantis.We apologize for any inconvenience caused. Upon review of your account and reports, we were unable to find any transactions which could be validated to this account you contacted us with.This player's historically had some issues with the Dragons of Atlantis gaming community and his claims are certainly not valid.There has been a minor issue with the payouts in the game for the last 15 to 20 days and the game team is working to fix this issue.
Buy agreeing to the payment terms, items used in game cannot be refunded. 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.Thank you in advance.Regards,RockYou Revdex.com Support
Complaint: [redacted]I am rejecting this response because:
[redacted] has been reported by many people other than me. She repeatedly violates your rules of conduct, and boasts that you will do nothing. She has called me "[redacted]", "[redacted]" ( means [redacted]" and saif "[redacted] over and over. She bullies many players, insults people every day and you do nothing.
Your rules of conduct do not say "ignore", they say abuse will not be tolerated.
Furthermore, I cannot "ignore" a player who sits at a table and immediately starts insulting people before the ignore button can even be set..Sincerely,[redacted]
Initial Business Response /* (1000, 8, 2015/11/23) */
Hi Mr. [redacted],
Thank you for writing in thru Revdex.com and allow us to investigate into your case.
After research with our accounting team, the balance we have on record up to August 2015 is $1064.83.
We will be cutting a check the week...
of November 30th, please allow processing time for the check to arrive.
Don't hesitate to contact us again if you have any other issues.
Thank you for your loyal support and we value your partnership with us.
Regards,
Rockyou support
Initial Consumer Rebuttal /* (3000, 10, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Funds should be deposited directly into my bank account. This was the agreement with PlayHaven and was never an issue.
2. If RockYou is actually mailing a check, I need to know where they're sending it (and they need to contact me directly). I don't trust that they have the correct address.
3. They're 5 months late on payment. They should be delivering funds now, not 6 days from now.
Hi [redacted],
I still have not heard from RockYou regarding my missing payments.
Thanks,
Final Consumer Response /* (3000, 15, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT Accept. You are lying thieves....
Complaint: [redacted]I am rejecting this response because:
I have had issues with MISSING, I repeat MISSING payouts from the beginning of Celestial Wars Realm[redacted] and[redacted] and [redacted] for MONTHS, not 15-20 days! MONTHS!
Something cannot be broken for 15-20 days when people including myself are missing Arsenal Edge Payouts and Home/Silo/Outpost Build a thon payouts from February and before!
Thats nearly 6 months! Its not really "15-20 days"
Please stop lying its malpractice, regardless of my previous issues!
I'd also like to know how you know what my account is? when my email is currently nothing to do with the current email!
I'd also like to add that a "representative" gave my information out over the internet to a "random" person, That I believe is classed as a breach of Data Protection?(see attached attachment)
Sincerely,[redacted]
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. 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 [redacted] The Support team will escalate any issues to the team to review and resolve as quickly as possible.Regards,RockYou Revdex.com Support