Supercell Oy

We received inquiries directly from the account mentioned in the concernWe still have not received any verification information within those inquiries - please get back to us in-game with the verification information in order to continue the processI can see that both inquiries sent were never responded to, and thus, were automatically 'closed'

Complaint: [redacted] I am rejecting this response because: Supercell changed the Terms of Service after the ban without previous notification Sincerely, [redacted]

As previously mentioned, we will not reinstate any accounts that were disciplined within our Fair Play initiativeFair warnings were given far in advance to our player base (since April 20**)Please visit our official site's Fair Play Policy (http://supercell.com/en/safe-and-fair-play/) and our Blog (https://clashofclans.com/blog) for more information regarding our Terms of Service and Fair Play initiative

Initial Business Response / [redacted] (1000, 8, 2015/12/02) */ Apologies for the delayWe've been able to contact [redacted] using our in-game support channelThe issue at hand has been resolved, and at this time we're waiting for any further questions she may have (via in-game)Thanks! Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's sad it took over months to get a simple issue resolvedThey didn't even respond to the Revdex.com complaint in time

We cannot see the details of this case with the information we have received in the original complaintThe best way forward would then to provide us with details (see below) so that we can check the case and get back to you through our in-game support function.The information required at this point:- The player tag of the in-game account in question (format: [redacted] - Any reference numbers potentially given to the filer of the complaint during their discussion with our support Receiving these details would help us reach a satisfying solution tremendously Best Regards, Supercell Player Support

Complaint: [redacted] I am rejecting this response because:they said they dave us warning back in april , yes they did but the warning was for two weeks not permanent and they ban us permanent but there warning was for two weeksSincerely, [redacted]

The information provided in their last inquiry does not match the information we have in our system, however the account is still being accessed and playedCurrently, all of the conversations with our in-game support are closed; if more information is needed, please contact us via in-game so that we may help accordingly

We've published our Fair Play initiative in April 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

Complaint: [redacted] I am rejecting this response because: the business requested more info 0My tag number in the game is GYYUUR9CMy farm name is pleasant pastures.Sincerely,Sasha [redacted]

Initial Business Response / [redacted] (1000, 6, 2016/01/05) */ We've handled this claim using our in-game support channel

Complaint:***I am rejecting this response because:
I’m not clear on how you even know what account I was contacting you about I have of which are tied to a supercell id that I created and one that is somehow tied to who knows what The account in question is *** Hegnasty I can provide iTunes receipts and any other information that is needed My Game Center account still try’s to pull it up when I open the app but the super cell id it wants was not of my doing
The email ail I used to file this complaint is tied to #*** *** *** My other id is *** Travis and is linked with***
Sincerely,Travis ***

Our in-game support has handled this case accordinglyThe Clan mentioned has over 20+ members that have equal power (as a Leader) in the ClanThe Clan can still participate in every aspect of the game and is not jeopardized by this claim

Complaint: ***I am rejecting this response because:what is it they do not get about my complaint .It's pretty simple I pay money to upgrade characters .Then low and behold my characters right back where we started sometimes backwardsOf not only my money's worth but even further negating my hard earned money and work .This is same dog n pony act they tried to feed me the one time I was able to get response from them I am well aware of how the game is suppose to work the issue is that it is failing to do so with regularity my hard work is bad enough but when you start screwing me over on the money I've paid to progress .Well now we have a horseOf a different colour I want my money back or as I suggested easy resolution of game credits of gems to make up for there inadequacies in tracking progress both paid for and earned.not told of the ethics and procedures of the game which I'm fully versed in my understanding of its there failure on there end to comply to them and lack of business ethics when it comes to defrauding me of my money which in the end was for less than nothingSincerely,*** ***

This account is still active and is being accessed via *** *** and Game CenterIn order to recover the village, please access the same email address that was used when you recovered it from the 'hacked situation'If you cannot remember the emails' information, please contact *** and ***
for further information on recovery steps

Complaint: ***I am rejecting this response because:Sincerely,Travis ***

We've contacted *** via in-game shortly after they sent their rejection (6/11/***)Their issue has been resolved using our in-game support channelThanks!

Complaint: ***I am rejecting this response because:II have not been contacted since I had made this complaint and the games tech support told me they found my account, and then upon notifying them that getting a
screen shot was not something I was willing to do because of the security of the old accountThey told me I had to do that or they wouldn't be able to retrieve the account, but then after they messaged me about very intricate infomation on the last time of use, where geographically I made the account, the last time of usage of the account and basically veey specific to verification of the accountI told them I wanted the accoubt back had sent them very private banking receipts of the transactions for the game with tracking numbers and they would still NOT turn over the account even though it was foundI still have not gotten any help and as far as the tech supports answer to me wanting a refund to MY BANK ACCOUNT NOT TO MY PHONE ACCOUNTThey literally took away my ability to email them from the gameThis company is a sham they should not be able to return the account to the wrong account it should be the customers discretion and rightfully they should lose their processing rights for doing that its not legalAgain either I want my account back OR THE MONEY IN MY BANK ACCOUNT WHERE IT PULLED DIRECTLY FROM.
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/19) */
In our last interaction with ***, we asked for further information claiming ownership of the accountWhile screenshots do help, we have a secure and extensive recovery procedure that ensures the original owner is contacting us with the
intention of recovering their lost villageIn order to continue with this recovery case, we kindly asked *** to reply with the requested information - once we receive this, we'll be able to quickly recover the lost village
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have given everything that was asked forThen you say something is wrong and its never the same thing twiceI have provided pictures only I can have as the village holder and the information that I was asked for
Final Business Response /* (4000, 9, 2015/11/24) */
As previously mentioned, sending screenshots of the village does not justify full account ownershipIn order to swiftly solve this case, we'll need *** to contact us with all of the ownership answers, plus the additional screenshots we asked forSince this case revolves around private account information, we cannot disclose any of the pertaining questions or account details via Revdex.com

Complaint: ***I am rejecting this response because:
this response is generic and does not reflect me in any way I was in complete compliance with their policies I had spent money and hundreds of hours building up my account My efforts to reach out to supercell to discuss this were ignored or met with generic rebuttals I did not have any third party applications on my device and hadn't used them since the warnings I believe that either supercell had a positive or they may have banned me because I sent them a request for a feature via support message, and I think they may have banned me because they didn't like my request Either way, this is an abuse of power, and the process lacked due process, violating my rights as a consumerThey didn't show proof of their claim At this point I believe they are being dishonest and banning me because they didn't like my communication with them

Complaint:***I am rejecting this response because:
During the time it took them to get my account back it was made aware to me that they may never get it backSo, rather than have money stolen from me I
requested the account be rufunded for anything I've spentAs these are just virtual items I won't accept anything other than my account(s) being put back into good standing as wellMeaning, the negativity on the account is set back to Dragging someone along though provided irrefutable proof for over business days and only making a move once a complaint is filed with the Revdex.com demands that they take a loss as wellSo, for me to accept resolution this would have to take placeI have supporting screenshots and proof that shows they were denying me my account the entire time which left me no choice but to ask my bank to pursue refundsIt is not my fault that they have poor customer service and can't help customers that have legit problems and I shouldn't be held liable for even the money I asked to be refundedAfter all, these are just virtual items and of no actual value to the companyThe account in question and I'm asking this for is attacked to e-mail *** I'd say this is fair as I've had all money refunded 100% from this company due to the situationI only did so due to them stating that they wouldn't retrieve my stolen account for me after I jumped through their hoops of BSI can provide my proof of the conversations to back this up and I think asking for that, the smallest account spent that was refunded, is more than fair ...Sincerely,*** ***