Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ We are sorry to hear that you are dissatisfied with our customer supportWe hope to provide better assistance moving forward We seek your kind understanding that while there is a policy in place to address abuses of the in-game chat, we also do not wish to discourage a free exchange of opinion in the game, and that invariably involves a certain degree of disagreement between sections of the community from time to time That said, please contact us via IGG Support and file a report if you find that a player has egregiously infringed rules governing the use of the in-game chatWe seek your cooperation in providing the offender's User ID as well as relevant screenshots so that we may conduct a proper investigation and take the appropriate measures If you are subject to harassment by a player(s) in the game, we highly recommend that you use the "Mute" function to block said player(s) in addition to filing a report with IGG Support Our in-game GMs do monitor the in-game chats from time to time to keep abuse of the chat feature to a minimum As for your request for a refund, we regret to inform you that we are unable to complete your refund request due to an agreement with our hosting platform, AppleShould you wish to continue with your request for a refund, you may contact Apple Support directly for assistance Finally, please accept our most sincere apologies for the unfortunate and unpleasant experience you've hadWe hope to do our best to address your concerns and sincerely wish that you will continue to have a great time with us in Deck HeroesIf you have any problem, kindly send your problem to our email: [redacted] @igg.com
Initial Business Response / [redacted] (1000, 5, 2015/05/24) */ Thank you for your notificationWe have issued a reply to the player via the Customer ServiceThis ticket is resolved and closedPlease contact us if you have any related questions on this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/24) */ Thank you for your notificationWe have issued a reply to the player via the Customer ServiceThis ticket is resolved and closedPlease contact us if you have any related questions on this issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing was resolvedMoney was never refunded back to meThey did not even bother reaching out to me to work out the issue Final Business Response / [redacted] (4000, 9, 2015/06/07) */ Thank you for raising this issue to our attentionWe have already relayed the relevant details to the player's inbox at [redacted] @gmail.com via the Customer ServicePlease contact us if you have any related questions on this issue
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Dear player, please submit your problem in our server http://service.sns.nl.igg.com/?gid=XXXXXXXX now we have banned the player(MoonswOrd ID# XXXXX))Temporarilybut we need more details and proofif that player did change name for fraud in gamewe would bann that account permanently Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the reply but it is only 1/of whats asked from you" [redacted] ID#XXXXX" who was pretending to be moonsword ID# [redacted] (the real moonsword has changed her name to BlueMoon due to this person committing fraud using her in game nameThis person ID#XXXXX has now changed thier name to Locos Pirat4e again pretending to be [redacted] again trying to fraud people pretending to be himBoth of these players ID#XXXXX was pretending to be are Colonels of leading corps, to gain trust and to fraud players into bogus deals though Trade CenterI do want my [redacted] Erebus Errants returned to me from ID#XXXXX 's account and if it is no longer there you need to find where he hid it (probly in an Alt -which is Illegal in game rules) and return it to meI have NOT had it returned to me as of this date and time may 13th at 3pm CSTThis will not be resolved until it is returned to me As far as your reply of "please submit my problem to server page - I DID TIMES with NO reply! Ticket/Issue ID# XXXXXXX Ticket/Issue ID# XXXXXXX Ticket/Issue ID# XXXXXXX But No one seems to ever check or reply to Issues submitted in the Service Center Now you can do a check on me and see how much I have paid over the last years and you will see that I have been a Big part of GO2's success and want to continue to do soSo PLEASE return my [redacted] Erebus Errants ASAP so I can continue enjoying this game I have come to Love Thank You Very Much [redacted] Final Business Response / [redacted] (4000, 10, 2015/05/22) */ Dear player, we banned the player(ID# XXXXX)) againif you have further proof or probelmplease submit them in our server http://service.sns.nl.igg.com/?gid=XXXXXXXX we would reply soon Final Consumer Response / [redacted] (4200, 12, 2015/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spent Thousands of Dollars in this game (which I do Love and want to return to play) But Banning ID#XXXXX is only 1/ I want my [redacted] EE returned to me that ID#XXXXX Fraudulently Stole from meUpon receipt of My 9*EE I will accept and close this Case You ask for more proof its all on YOUR serverAll actions and players are logged on the server(I know this because of how you guys went back and removed items from players from a "Bugged" Event last year.) So I know you can find my [redacted] EE and RETURN it Also I check my "issues" page at IGG.com everyday and the I submitted - NONE have been replied to PLEASE And Thank You [redacted] Church User ID # XXXXXXXX FB ID #XXXXXXXXXX
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear Player,
We have performed various tests based on the issue you have described, but were unable to replicate a bug in which expelling a Guild member causes him/her to become the Guild leader insteadBased on data and feedback from other players, no one else has encountered a similar
issue. We are sorry to hear that the new leader disbanded your GuildUnfortunately, we are unable to restore your Guild to its previous state, nor intervene in disputes among Guild members. Thank you for your understanding
Best,
*** *** Team
Initial Business Response /* (1000, 5, 2015/06/02) */
Thank you for your notificationWe have issued a reply to the player via the Customer ServiceThis ticket is closedPlease contact us if you have any related questions on this issue
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear player:
Thank you for bringing this issue to us
We have looked into this issue and we apologize for any inconvenience that might have been caused
Regarding your inquiry for refund, we regret to inform you that we are unable to proceed with your request as the remaining Gems in your game account (IGGID:XXXXXXXXX) are insufficient to be deducted for the refundAccording to IGG user agreement, the purchased Gems are non-refundable once they have been spent in game
We hope this may clarify you doubt on this issue
If you require any further assistance, please feel free to contact us again
Thank you for your support and have a nice day
Yours sincerely,
*** Y (Rep ID *** )
Castle Clash Team
IGG - Global Free Online Games Portal: http://www.igg.com
IGG Social Games Forum: http://us.forum.igg.com/forum.php
Click here to rate our service! Let us know what we can do to improve, thank you for your support!
Initial Business Response /* (1000, 6, 2015/04/27) */
Thank you for your long-term support to our gameWe apologize for any inconvenience brought by our service
We would like to tell you that IGG is always boycotting the illegal programs and working hard to deal with hackers to build a fair
game for our supportersUntil now, many hackers have been banned already
To express our deep appreciation for your support of our game, we have sent Mall Points Scrolls to you as giftPlease verify them in your mailbox
Thank you for your understanding and support
Initial Consumer Rebuttal /* (3000, 8, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They owe me alot of items that I had already paid money for and never recievedI submitted complaints to them for everyoneThis is disgustingI have spent thousands of dollars on that game and have played it since march I want them to enforce thier rules and ban all the players who constantly hack the game to get any items that honest players have to pay for, cheat by using hacks so that they cant be beaten, glitch , use 3rd party software to cheat break every rule that igg has and make the game completely unfairI am also tired of all these people making verbal attacks in game and on facebookThey make every kind of racial, sexual, religous slurs imaginable which is against igg rulesIgg refuses to enforce thier rules and makes the game a place of hate and bullyingThey refuse to put any game moderators on the game so all the cheaters just laugh because igg refuses to enforce thier rrulesI have reported so many accounts and so have all the honest players yet nothing is doneaND THEY OFFER $WORTH OF POINTS I CANT BELIEVE THISI have spent thousands and thousands of dollars and played honestly and gget nothing from iggThe customer service is non existentPeople have put tickets in that are unanswered for a year and a halfThey allow the worst cyber bullying I have ever seenI am done I want a full refund of all the money I have spent refunded to my paypal account that I have paid them fromI just wanted them to fix the game, make it fair and fun and not to have cyber bullying constantly but they refuse to do anythingThey give mall points when they owe me tons of expensive itemsI cant believe thisIt is ridiculousPlease help me
Final Business Response /* (4000, 12, 2015/05/07) */
Thank you for your great support for our gameWe have been sparing no efforts to eradicate the use of illegal third-party programsPlayers who are involved in using illegal third-party programs, once being found, would be suspended, for the sake of in-game balance
Final Consumer Response /* (4200, 15, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IGG has done absolutely nothing to respond to thisI cant understand how they can allow the worst cheating, hacking, glitching, and cyberbullying of any online game I have ever played or heard ofThey either do not respond to complaint tickets for months or years and if they do its an automated response and the ticket is closed without actionThier are no in game moderators to care for the game, enforce igg rules and cheaters hackers and cyberbullies make life miserable for all the honest players who spend thier time and money on the gameThe cheaters gave no need to spend money because they hack the game and duplicate anything they needThe in game trading and monetary system has become so overinflated because the hackers duplicate all the in game itemsThey use it to get better gear than all of the honest players who have to spend money and work hard to obtain themI sent you an article about how arenanet dealt with a hacker permanently banning himHere is an article how blizzard entertainment dealt with massive groups of hackers on world of warcraft just like thier are on igg's moonlight online***
Thank you for contacting us! Kindly allow us to clarify the player's concerns as below:
The price variance is due to the exchange rate, or the tax in certain areasPlayer is suggested to provide us with their IGGID, order receipts and screenshots, then we can assist him in this matter
Live Support is meant to provide instant service to our players, and can assist players in providing a solution to fix simple problemsHowever, some issues require further investigation, and a solution cannot be provided right awayWe usually advise our players to leave their contact information with us so that we are able to get in touch with them after we have completed our investigation
We have also emailed the player and will keep in touch with him to make sure the issue will be solved ASAP
Thanks again for your understanding and patience
Sincerely,
IGG Lords Mobile Team
Sincerely
IGG Lords Mobile Team
We have also emailed the player and will keep in touch with him to make sure the issue will be solved as possible as we can
Thanks again for your understanding and patience
Sincerely
IGG Lords Mobile Team
Initial Business Response /* (1000, 5, 2015/07/21) */
Thank you for raising this issue to our attentionWe have issued a reply to the player via the Customer ServiceThis ticket is resolved and closedPlease contact us if you have any related questions on this issue
Initial Consumer Rebuttal
/* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although over a week late, the item was delivered
Initial Business Response /* (1000, 5, 2015/05/24) */
Thank you for your notification. We have issued a reply to the player via the Customer Service. This ticket is resolved and closed. Please contact us if you have any related questions on this issue.
Initial Consumer Rebuttal /* (2000, 7,...
2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because:
We submitted both screen shots and video to your company proving this as we regularly record most activities while playing to show battles and such to other guild members. Your company still refused to fix it despite us having irrefutable proof. Your company also has a long history of having bugs and constantly put out updates to repair them, so this is not out of the realm of possibility. Your customer service is a joke and will not get a single dollar from any of us 35 players in the future.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/05/07) */
Dear player,
please submit your problem in our server page:
http://service.sns.nl.igg.com/?gid=XXXXXXXX
now we have banned the player(MoonswOrd ID# XXXXX))Temporarily. but we need more details and proof. if that player did change name for...
fraud in game. we would bann that account permanently.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the reply but it is only 1/2 of whats asked from you. "[redacted] ID#XXXXX" who was pretending to be moonsword ID# [redacted] (the real moonsword has changed her name to BlueMoon due to this person committing fraud using her in game name. This person ID#XXXXX has now changed thier name to Locos Pirat4e again pretending to be [redacted] again trying to fraud people pretending to be him. Both of these players ID#XXXXX was pretending to be are Colonels of leading corps, to gain trust and to fraud players into bogus deals though Trade Center. I do want my 9* Erebus Errants returned to me from ID#XXXXX 's account and if it is no longer there you need to find where he hid it (probly in an Alt -which is Illegal in game rules) and return it to me. I have NOT had it returned to me as of this date and time may 13th 2015 at 3pm CST. This will not be resolved until it is returned to me.
As far as your reply of "please submit my problem to server page - I DID 3 TIMES with NO reply!
Ticket/Issue ID# XXXXXXX
Ticket/Issue ID# XXXXXXX
Ticket/Issue ID# XXXXXXX
But No one seems to ever check or reply to Issues submitted in the Service Center.
Now you can do a check on me and see how much I have paid over the last 5 years and you will see that I have been a Big part of GO2's success and want to continue to do so. So PLEASE return my 9* Erebus Errants ASAP so I can continue enjoying this game I have come to Love.
Thank You Very Much
[redacted]
Final Business Response /* (4000, 10, 2015/05/22) */
Dear player,
we banned the player(ID# XXXXX)) again. if you have further proof or probelm. please submit them in our server page:
http://service.sns.nl.igg.com/?gid=XXXXXXXX
we would reply soon.
Final Consumer Response /* (4200, 12, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spent Thousands of Dollars in this game (which I do Love and want to return to play) But Banning ID#XXXXX is only 1/2.
I want my 9* EE returned to me that ID#XXXXX Fraudulently Stole from me. Upon receipt of My 9*EE I will accept and close this Case.
You ask for more proof its all on YOUR server. All actions and players are logged on the server. (I know this because of how you guys went back and removed items from players from a "Bugged" Event last year.) So I know you can find my 9* EE and RETURN it.
Also I check my "issues" page at IGG.com everyday and the 3 I submitted - NONE have been replied to.
PLEASE And Thank You
[redacted]
[redacted]
Church
User ID # XXXXXXXX
FB ID #XXXXXXXXXX
Initial Business Response /* (1000, 5, 2015/06/02) */
We are sorry to hear that you are dissatisfied with our customer support. We hope to provide better assistance moving forward.
We seek your kind understanding that while there is a policy in place to address abuses of the in-game chat, we also...
do not wish to discourage a free exchange of opinion in the game, and that invariably involves a certain degree of disagreement between sections of the community from time to time.
That said, please contact us via IGG Support and file a report if you find that a player has egregiously infringed rules governing the use of the in-game chat. We seek your cooperation in providing the offender's User ID as well as relevant screenshots so that we may conduct a proper investigation and take the appropriate measures.
If you are subject to harassment by a player(s) in the game, we highly recommend that you use the "Mute" function to block said player(s) in addition to filing a report with IGG Support.
Our in-game GMs do monitor the in-game chats from time to time to keep abuse of the chat feature to a minimum.
As for your request for a refund, we regret to inform you that we are unable to complete your refund request due to an agreement with our hosting platform, Apple. Should you wish to continue with your request for a refund, you may contact Apple Support directly for assistance.
Finally, please accept our most sincere apologies for the unfortunate and unpleasant experience you've had. We hope to do our best to address your concerns and sincerely wish that you will continue to have a great time with us in Deck Heroes. If you have any problem, kindly send your problem to our email: [redacted]@igg.com.
Initial Business Response /* (1000, 5, 2015/05/22) */
Dear player, we apologize for the inconvenience brought by this incident.
We have looked into this issue and according to our record, the account Blacklce was found using offensive words several times. Hence, it was banned temporary as...
punishment. This account is unbanned on May 7th. Kindly verify it in game.
We appreciate your continued support and we hope our players will work together with us to create a fair and enjoyable gaming environment.
Thank you for your kind understanding and active cooperation.
1. The customer's statement of the incident is not true; the loss of Talent was not caused by a "glitch" in game, instead it was accidentally replaced by the player. Here's the link chat history screenshot which the player admitted himself: http://www.screencast.com/t/WygEYR8nJ 2. IGG has checked no...
technical issues were found in the game operating system. Refreshing and replacing of Talents must be prompted and confirmed by player. As mentioned above, the player admit that he accidentally replaced the Talent himself. 3. This incident was caused by player’s wrong initiative decision, hence, we offered him to recover Talent by deducting his amount of gem. This decision is made based on maintaining fairness to all players. However, this offer was rejected by the player. 4. IGG appreciates player’s long term support in Castle Clash, we are willing to give player the following in-game items: 20 Talent Refresh Cards and 10 Lv6 Talent Runes. Sent on:[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I have already been through everything they are asking of me and it solved nothing so I see no point it doing it again it will solve nothing
Initial Business Response /* (1000, 5, 2015/05/24) */
Thank you for your notification. We have issued a reply to the player via the Customer Service. This ticket is resolved and closed. Please contact us if you have any related questions on this issue.
Initial Consumer Rebuttal /* (3000, 7,...
2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was resolved. Money was never refunded back to me. They did not even bother reaching out to me to work out the issue.
Final Business Response /* (4000, 9, 2015/06/07) */
Thank you for raising this issue to our attention. We have already relayed the relevant details to the player's inbox at [redacted]@gmail.com via the Customer Service. Please contact us if you have any related questions on this issue.
Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ We are sorry to hear that you are dissatisfied with our customer supportWe hope to provide better assistance moving forward We seek your kind understanding that while there is a policy in place to address abuses of the in-game chat, we also do not wish to discourage a free exchange of opinion in the game, and that invariably involves a certain degree of disagreement between sections of the community from time to time That said, please contact us via IGG Support and file a report if you find that a player has egregiously infringed rules governing the use of the in-game chatWe seek your cooperation in providing the offender's User ID as well as relevant screenshots so that we may conduct a proper investigation and take the appropriate measures If you are subject to harassment by a player(s) in the game, we highly recommend that you use the "Mute" function to block said player(s) in addition to filing a report with IGG Support Our in-game GMs do monitor the in-game chats from time to time to keep abuse of the chat feature to a minimum As for your request for a refund, we regret to inform you that we are unable to complete your refund request due to an agreement with our hosting platform, AppleShould you wish to continue with your request for a refund, you may contact Apple Support directly for assistance Finally, please accept our most sincere apologies for the unfortunate and unpleasant experience you've hadWe hope to do our best to address your concerns and sincerely wish that you will continue to have a great time with us in Deck HeroesIf you have any problem, kindly send your problem to our email: [redacted] @igg.com
Initial Business Response / [redacted] (1000, 5, 2015/05/24) */ Thank you for your notificationWe have issued a reply to the player via the Customer ServiceThis ticket is resolved and closedPlease contact us if you have any related questions on this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/05/24) */ Thank you for your notificationWe have issued a reply to the player via the Customer ServiceThis ticket is resolved and closedPlease contact us if you have any related questions on this issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing was resolvedMoney was never refunded back to meThey did not even bother reaching out to me to work out the issue Final Business Response / [redacted] (4000, 9, 2015/06/07) */ Thank you for raising this issue to our attentionWe have already relayed the relevant details to the player's inbox at [redacted] @gmail.com via the Customer ServicePlease contact us if you have any related questions on this issue
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Dear player, please submit your problem in our server http://service.sns.nl.igg.com/?gid=XXXXXXXX now we have banned the player(MoonswOrd ID# XXXXX))Temporarilybut we need more details and proofif that player did change name for fraud in gamewe would bann that account permanently Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the reply but it is only 1/of whats asked from you" [redacted] ID#XXXXX" who was pretending to be moonsword ID# [redacted] (the real moonsword has changed her name to BlueMoon due to this person committing fraud using her in game nameThis person ID#XXXXX has now changed thier name to Locos Pirat4e again pretending to be [redacted] again trying to fraud people pretending to be himBoth of these players ID#XXXXX was pretending to be are Colonels of leading corps, to gain trust and to fraud players into bogus deals though Trade CenterI do want my [redacted] Erebus Errants returned to me from ID#XXXXX 's account and if it is no longer there you need to find where he hid it (probly in an Alt -which is Illegal in game rules) and return it to meI have NOT had it returned to me as of this date and time may 13th at 3pm CSTThis will not be resolved until it is returned to me As far as your reply of "please submit my problem to server page - I DID TIMES with NO reply! Ticket/Issue ID# XXXXXXX Ticket/Issue ID# XXXXXXX Ticket/Issue ID# XXXXXXX But No one seems to ever check or reply to Issues submitted in the Service Center Now you can do a check on me and see how much I have paid over the last years and you will see that I have been a Big part of GO2's success and want to continue to do soSo PLEASE return my [redacted] Erebus Errants ASAP so I can continue enjoying this game I have come to Love Thank You Very Much [redacted] Final Business Response / [redacted] (4000, 10, 2015/05/22) */ Dear player, we banned the player(ID# XXXXX)) againif you have further proof or probelmplease submit them in our server http://service.sns.nl.igg.com/?gid=XXXXXXXX we would reply soon Final Consumer Response / [redacted] (4200, 12, 2015/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spent Thousands of Dollars in this game (which I do Love and want to return to play) But Banning ID#XXXXX is only 1/ I want my [redacted] EE returned to me that ID#XXXXX Fraudulently Stole from meUpon receipt of My 9*EE I will accept and close this Case You ask for more proof its all on YOUR serverAll actions and players are logged on the server(I know this because of how you guys went back and removed items from players from a "Bugged" Event last year.) So I know you can find my [redacted] EE and RETURN it Also I check my "issues" page at IGG.com everyday and the I submitted - NONE have been replied to PLEASE And Thank You [redacted] Church User ID # XXXXXXXX FB ID #XXXXXXXXXX
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear Player,
We have performed various tests based on the issue you have described, but were unable to replicate a bug in which expelling a Guild member causes him/her to become the Guild leader insteadBased on data and feedback from other players, no one else has encountered a similar
issue. We are sorry to hear that the new leader disbanded your GuildUnfortunately, we are unable to restore your Guild to its previous state, nor intervene in disputes among Guild members. Thank you for your understanding
Best,
*** *** Team
Initial Business Response /* (1000, 5, 2015/06/02) */
Thank you for your notificationWe have issued a reply to the player via the Customer ServiceThis ticket is closedPlease contact us if you have any related questions on this issue
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear player:
Thank you for bringing this issue to us
We have looked into this issue and we apologize for any inconvenience that might have been caused
Regarding your inquiry for refund, we regret to inform you that we are unable to proceed with your request as the remaining Gems in your game account (IGGID:XXXXXXXXX) are insufficient to be deducted for the refundAccording to IGG user agreement, the purchased Gems are non-refundable once they have been spent in game
We hope this may clarify you doubt on this issue
If you require any further assistance, please feel free to contact us again
Thank you for your support and have a nice day
Yours sincerely,
*** Y (Rep ID *** )
Castle Clash Team
IGG - Global Free Online Games Portal: http://www.igg.com
IGG Social Games Forum: http://us.forum.igg.com/forum.php
Click here to rate our service! Let us know what we can do to improve, thank you for your support!
Initial Business Response /* (1000, 6, 2015/04/27) */
Thank you for your long-term support to our gameWe apologize for any inconvenience brought by our service
We would like to tell you that IGG is always boycotting the illegal programs and working hard to deal with hackers to build a fair
game for our supportersUntil now, many hackers have been banned already
To express our deep appreciation for your support of our game, we have sent Mall Points Scrolls to you as giftPlease verify them in your mailbox
Thank you for your understanding and support
Initial Consumer Rebuttal /* (3000, 8, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They owe me alot of items that I had already paid money for and never recievedI submitted complaints to them for everyoneThis is disgustingI have spent thousands of dollars on that game and have played it since march I want them to enforce thier rules and ban all the players who constantly hack the game to get any items that honest players have to pay for, cheat by using hacks so that they cant be beaten, glitch , use 3rd party software to cheat break every rule that igg has and make the game completely unfairI am also tired of all these people making verbal attacks in game and on facebookThey make every kind of racial, sexual, religous slurs imaginable which is against igg rulesIgg refuses to enforce thier rules and makes the game a place of hate and bullyingThey refuse to put any game moderators on the game so all the cheaters just laugh because igg refuses to enforce thier rrulesI have reported so many accounts and so have all the honest players yet nothing is doneaND THEY OFFER $WORTH OF POINTS I CANT BELIEVE THISI have spent thousands and thousands of dollars and played honestly and gget nothing from iggThe customer service is non existentPeople have put tickets in that are unanswered for a year and a halfThey allow the worst cyber bullying I have ever seenI am done I want a full refund of all the money I have spent refunded to my paypal account that I have paid them fromI just wanted them to fix the game, make it fair and fun and not to have cyber bullying constantly but they refuse to do anythingThey give mall points when they owe me tons of expensive itemsI cant believe thisIt is ridiculousPlease help me
Final Business Response /* (4000, 12, 2015/05/07) */
Thank you for your great support for our gameWe have been sparing no efforts to eradicate the use of illegal third-party programsPlayers who are involved in using illegal third-party programs, once being found, would be suspended, for the sake of in-game balance
Final Consumer Response /* (4200, 15, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
IGG has done absolutely nothing to respond to thisI cant understand how they can allow the worst cheating, hacking, glitching, and cyberbullying of any online game I have ever played or heard ofThey either do not respond to complaint tickets for months or years and if they do its an automated response and the ticket is closed without actionThier are no in game moderators to care for the game, enforce igg rules and cheaters hackers and cyberbullies make life miserable for all the honest players who spend thier time and money on the gameThe cheaters gave no need to spend money because they hack the game and duplicate anything they needThe in game trading and monetary system has become so overinflated because the hackers duplicate all the in game itemsThey use it to get better gear than all of the honest players who have to spend money and work hard to obtain themI sent you an article about how arenanet dealt with a hacker permanently banning himHere is an article how blizzard entertainment dealt with massive groups of hackers on world of warcraft just like thier are on igg's moonlight online***
Thank you for contacting us! Kindly allow us to clarify the player's concerns as below:
The price variance is due to the exchange rate, or the tax in certain areasPlayer is suggested to provide us with their IGGID, order receipts and screenshots, then we can assist him in this matter
Live Support is meant to provide instant service to our players, and can assist players in providing a solution to fix simple problemsHowever, some issues require further investigation, and a solution cannot be provided right awayWe usually advise our players to leave their contact information with us so that we are able to get in touch with them after we have completed our investigation
We have also emailed the player and will keep in touch with him to make sure the issue will be solved ASAP
Thanks again for your understanding and patience
Sincerely,
IGG Lords Mobile Team
Sincerely
IGG Lords Mobile Team
We have also emailed the player and will keep in touch with him to make sure the issue will be solved as possible as we can
Thanks again for your understanding and patience
Sincerely
IGG Lords Mobile Team
Initial Business Response /* (1000, 5, 2015/07/21) */
Thank you for raising this issue to our attentionWe have issued a reply to the player via the Customer ServiceThis ticket is resolved and closedPlease contact us if you have any related questions on this issue
Initial Consumer Rebuttal
/* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although over a week late, the item was delivered
Initial Business Response /* (1000, 5, 2015/05/24) */
Thank you for your notification. We have issued a reply to the player via the Customer Service. This ticket is resolved and closed. Please contact us if you have any related questions on this issue.
Initial Consumer Rebuttal /* (2000, 7,...
2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]I am rejecting this response because:
We submitted both screen shots and video to your company proving this as we regularly record most activities while playing to show battles and such to other guild members. Your company still refused to fix it despite us having irrefutable proof. Your company also has a long history of having bugs and constantly put out updates to repair them, so this is not out of the realm of possibility. Your customer service is a joke and will not get a single dollar from any of us 35 players in the future.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/05/07) */
Dear player,
please submit your problem in our server page:
http://service.sns.nl.igg.com/?gid=XXXXXXXX
now we have banned the player(MoonswOrd ID# XXXXX))Temporarily. but we need more details and proof. if that player did change name for...
fraud in game. we would bann that account permanently.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the reply but it is only 1/2 of whats asked from you. "[redacted] ID#XXXXX" who was pretending to be moonsword ID# [redacted] (the real moonsword has changed her name to BlueMoon due to this person committing fraud using her in game name. This person ID#XXXXX has now changed thier name to Locos Pirat4e again pretending to be [redacted] again trying to fraud people pretending to be him. Both of these players ID#XXXXX was pretending to be are Colonels of leading corps, to gain trust and to fraud players into bogus deals though Trade Center. I do want my 9* Erebus Errants returned to me from ID#XXXXX 's account and if it is no longer there you need to find where he hid it (probly in an Alt -which is Illegal in game rules) and return it to me. I have NOT had it returned to me as of this date and time may 13th 2015 at 3pm CST. This will not be resolved until it is returned to me.
As far as your reply of "please submit my problem to server page - I DID 3 TIMES with NO reply!
Ticket/Issue ID# XXXXXXX
Ticket/Issue ID# XXXXXXX
Ticket/Issue ID# XXXXXXX
But No one seems to ever check or reply to Issues submitted in the Service Center.
Now you can do a check on me and see how much I have paid over the last 5 years and you will see that I have been a Big part of GO2's success and want to continue to do so. So PLEASE return my 9* Erebus Errants ASAP so I can continue enjoying this game I have come to Love.
Thank You Very Much
[redacted]
Final Business Response /* (4000, 10, 2015/05/22) */
Dear player,
we banned the player(ID# XXXXX)) again. if you have further proof or probelm. please submit them in our server page:
http://service.sns.nl.igg.com/?gid=XXXXXXXX
we would reply soon.
Final Consumer Response /* (4200, 12, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spent Thousands of Dollars in this game (which I do Love and want to return to play) But Banning ID#XXXXX is only 1/2.
I want my 9* EE returned to me that ID#XXXXX Fraudulently Stole from me. Upon receipt of My 9*EE I will accept and close this Case.
You ask for more proof its all on YOUR server. All actions and players are logged on the server. (I know this because of how you guys went back and removed items from players from a "Bugged" Event last year.) So I know you can find my 9* EE and RETURN it.
Also I check my "issues" page at IGG.com everyday and the 3 I submitted - NONE have been replied to.
PLEASE And Thank You
[redacted]
[redacted]
Church
User ID # XXXXXXXX
FB ID #XXXXXXXXXX
Initial Business Response /* (1000, 5, 2015/06/02) */
We are sorry to hear that you are dissatisfied with our customer support. We hope to provide better assistance moving forward.
We seek your kind understanding that while there is a policy in place to address abuses of the in-game chat, we also...
do not wish to discourage a free exchange of opinion in the game, and that invariably involves a certain degree of disagreement between sections of the community from time to time.
That said, please contact us via IGG Support and file a report if you find that a player has egregiously infringed rules governing the use of the in-game chat. We seek your cooperation in providing the offender's User ID as well as relevant screenshots so that we may conduct a proper investigation and take the appropriate measures.
If you are subject to harassment by a player(s) in the game, we highly recommend that you use the "Mute" function to block said player(s) in addition to filing a report with IGG Support.
Our in-game GMs do monitor the in-game chats from time to time to keep abuse of the chat feature to a minimum.
As for your request for a refund, we regret to inform you that we are unable to complete your refund request due to an agreement with our hosting platform, Apple. Should you wish to continue with your request for a refund, you may contact Apple Support directly for assistance.
Finally, please accept our most sincere apologies for the unfortunate and unpleasant experience you've had. We hope to do our best to address your concerns and sincerely wish that you will continue to have a great time with us in Deck Heroes. If you have any problem, kindly send your problem to our email: [redacted]@igg.com.
Initial Business Response /* (1000, 5, 2015/05/22) */
Dear player, we apologize for the inconvenience brought by this incident.
We have looked into this issue and according to our record, the account Blacklce was found using offensive words several times. Hence, it was banned temporary as...
punishment. This account is unbanned on May 7th. Kindly verify it in game.
We appreciate your continued support and we hope our players will work together with us to create a fair and enjoyable gaming environment.
Thank you for your kind understanding and active cooperation.
1. The customer's statement of the incident is not true; the loss of Talent was not caused by a "glitch" in game, instead it was accidentally replaced by the player. Here's the link chat history screenshot which the player admitted himself: http://www.screencast.com/t/WygEYR8nJ 2. IGG has checked no...
technical issues were found in the game operating system. Refreshing and replacing of Talents must be prompted and confirmed by player. As mentioned above, the player admit that he accidentally replaced the Talent himself. 3. This incident was caused by player’s wrong initiative decision, hence, we offered him to recover Talent by deducting his amount of gem. This decision is made based on maintaining fairness to all players. However, this offer was rejected by the player. 4. IGG appreciates player’s long term support in Castle Clash, we are willing to give player the following in-game items: 20 Talent Refresh Cards and 10 Lv6 Talent Runes. Sent on:[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I have already been through everything they are asking of me and it solved nothing so I see no point it doing it again it will solve nothing
Initial Business Response /* (1000, 5, 2015/05/24) */
Thank you for your notification. We have issued a reply to the player via the Customer Service. This ticket is resolved and closed. Please contact us if you have any related questions on this issue.
Initial Consumer Rebuttal /* (3000, 7,...
2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing was resolved. Money was never refunded back to me. They did not even bother reaching out to me to work out the issue.
Final Business Response /* (4000, 9, 2015/06/07) */
Thank you for raising this issue to our attention. We have already relayed the relevant details to the player's inbox at [redacted]@gmail.com via the Customer Service. Please contact us if you have any related questions on this issue.