Supercell Oy

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ We've handled this case using our in-game support channelThe village in question has been recovered successfully Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) SuperCell resolved the issue very quickly once the Revdex.com was contactedThank you, ***

Initial Business Response / [redacted] (1000, 9, 2015/11/19) */ We reached out to [redacted] on October 30th, for more information regarding his account detailsSupercell cannot access or view personal information or billing data, and thus must view a player's game account information in order to provide accurate and informative guidance whenever billing issues occur [redacted] was asked to either contact us through his account, or get back to us with his account's information so we could locate itWe never received any response after our request was sentIn order to further assist ***, we'll need him to contact us in-game (the account name provided in the Revdex.com complaint does not correspond with our information) Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) they didnt help and said they couldnt

Complaint: [redacted] I am rejecting this response because: It took more then a week to help me with simple issueVery poor support and very slow respond time.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ We give every player two opportunities to choose names- the first is when they create an account, and the 2nd as an in-game feature We can only change names if they're found inappropriate or contain both a first and last nameIf players are harassing others due to their name, we encourage them to send reports indicating this behavior - once this happens we discipline the players accordingly

Each chest contains a chance to receive a Legendary cardOur latest update provides more opportunities to earn these cards in the game (without spending)Please note, any further offensive, threatening or harassing messages made to support (via our in-game channel) will result in disciplinary action on the account contacting

Thanks for writing us! In order to solve this as fast as possible, could you please provide us with your Player Tag so that I can locate your Hay Day account? If you can't find your Player Tag, please provide me with your Player Name, Player Level and Neighborhood name Thank you! SC Player Support

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am responding to the complaint response request for more informationThe code for the village that I would like to keep is # [redacted] the code for the village I would like overwrite is # [redacted] I'm also requesting the purchases I made on # [redacted] to be transferred to the other accountI will set the resolution as satisfactory once this has been done and the holder account is linked to my [redacted] Play account.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ We've handled this case using our in-game support channelThanks!

Complaint: [redacted] I am rejecting this response because: supercell u said in tos first time using third party will be ban for 2weeks , second time permanent , im was banned from first time permanent why ?! Do u consider banning other first time make it okay banning other permanent from first time , guys its against ur tos in april.Sincerely, [redacted]

We tuned up our Fair Play initiative back in April ***.All players affected by this were given a fair warning, and were treated equally throughout the process As mentioned on our Blog and website, this is an on going project that ensures players experience Fair Play within our gamesFor more information please visit: http://supercell.com/en/safe-and-fair-play/

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ We offer a one time name change for every player in Clash of ClansThis player changed their username on September 4th, Their current username does not qualify for another name change, as it does not display any personal-identifying information, nor is it considered offensiveWe've explained our guidelines and conditions (using our in-game support) - yet they keep trying to claim different reasonings in hopes of validating a name change

Complaint: [redacted] I am rejecting this response because: The failure of the in game player support is why I’m reporting this to the Revdex.com to begin with Additionally, the in game support does not allow for a record of the conversatios to be retained by me Sincerely,Travis [redacted]

Complaint: [redacted] I am rejecting this response because: At the time the ban was placed on my account I was in line with the fair play policy I had deleted said software and had followed the companies instructions given through the forum post According to the supercell staff, simply deleting the software was all that was necessary to comply with the terms of service However this is obviously not true I was banned even though I had followed the companies direct instructions I want a legitimate response from the company and not another generic response regarding their fair play policy The company has refused to listen or even demonstrate an attempt to resolve this issue through their support channel Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ This issue has been resolved using our in-game support channel (date: 14/10/2015)

We've published our Fair Play initiative in [redacted] this year - we've taken steps to communicate and warn players about these changes both in-game and through our various social channelsThe latest round of bans ensured accounts violating our Terms of Service were disciplined in line with our guidelines

Hi, sorry about the delayed responseWe've checked the account in question from our end and did not find any issues regarding transaction data (we don't manage billing, or personal information, as we rely on [redacted] and [redacted] to handle our billing transactions)Please feel free to forward any relevant receipts (through an official Revdex.com contact or via our in-game support, not through this public channel) that may help continue this investigation

Revdex.com:I have only received one response from the business and they asked questions which I provided answers toNo further contact has been madeSincerely, Sasha [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ We've handled this case using our in-game support channelThe village in question has been recoveredThanks! Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept the response, although I feel they could have given me some form of compensation for the time and efffort trying to get this resolvedI feel they should give me some of the gems (in app purchases) as a way off an appologyI contacted the company on several occassions and was met with nothing but rudenessPlease request that they suitably compensate me for the - months (roughly) I had no access to my gameI feel the top level of purchase gems credited to my account would be a fair closure of the complaint Many thanks again for all your helpWithout you I would still have no accessYet when I warned them I would contact you they ignored me againI only found you by google searching for a long time Regards [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/31) */ We've returned access to the village in question and have given compensation due to any inconvenience caused (wait time, having to contact)The player is seeking further in-game compensation; at this time, we've given the appropriate amount for this case

Clash of Clans gives players chances to choose a name (directly when you create an account, once a player reaches Town hall 5)Outside of this, we can only change names if a player name contains 1) a first and last name, or 2) offensive materialWe cannot change the name in this case, as the account already used their name change already