Supercell Oy

Thanks for getting back to usOur systems do not encourage or allow 'cheaters' to purchase currency in the game; we take action against fraudulent behaviorIn regards to 3rd party: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 guidelinesThis is a continuing effort, thanks for supporting this!

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

Complaint: ***I am responding to the complaint
response request for more informationThe code for the village that I would like to keep is #***the code for the village I would like overwrite is #***I'm also requesting the purchases I made on #*** 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 *** Play account.Sincerely,*** ***

We've resolved and contacted this player using our in-game support channel

Please make sure that your village is already linked to your Game Center account on the device that your village is currently onThen, sign into that same Game Center account on the device that you want to transfer your village toAfter launching Clash of Clans, you should be prompted to load your
old village.
Please remember that the ‘Link a device' feature is necessary only if you want to transfer your game from an *** device to an ***, or vice versa

Initial Business Response /* (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 /* (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,
***

Complaint: ***I am rejecting this response because:Dear sir I was not given fare warning like you say my first warning was a banned account you have my email account name *** and I was never warned once by a email contacted with in the games mail system or given any warning I was doing anything wrong !! in fact like I have already told your company I was under the impression I was dealing with your company the company I was dealing with for witch I was banned used your artwork straight from the game of clash of clans archers pekkas giants all of your exact art so I assumed I was dealing with your company!! Other than that I have bean loyal to your game just look at my log in data that will let you know how loyal! I have spent a lot of money and I know that A lot of money to me is nothing two your company but given the fact I had no warning two try to make things right and was tricked into thinking I was dealing with your company I feel I should be given a chance and I give my word as a loyal player I will NEvER USE SUCH PROGRAMS AND DELEET SUCH PROGRAMS!! P.Si love playing your game and will be a loyal and fare playing asset to your company I give my wordSincerely,*** ***

Thanks for being patient! We've contacted this player and offered a solution via our in-game support system

Complaint: ***I am rejecting this response because:
I demand a refund for the monies I have given them as they are still illegally running this game allowing players in game to pay real money to cheat which is a clear violation of their own terms of serviceRefund my account or face further legal action
Sincerely,*** ***

Complaint: ***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,*** ***

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 /* (1000, 5, 2015/11/19) */
Our team is constantly analyzing and investigating any bot, mod or 3rd party software used in Clash of ClansUsing any 3rd party software goes against our Terms of Service and will result in strict disciplinary action once we conclude there's
enough evidence condemning a 3rd party userAs these 3rd party tools are constantly evolving, we work hand in hand with our community to ensure that our actions (against these 3rd party users) are accurate and preciseThis type of interaction (between our community and Supercell) is very common and is a vital approach when tackling any type of gameplay issue, suggestion and discussion
We don't store any private, sensitive or billing related information within our servers, as we depend on both Google and Apple to process our billing transactionsDue to this, we guide players to contact their respective billing handler (depending on the device they're using) to sort and resolve any transaction information
Please keep in mind that the development team is constantly working on improving Clash of Clans in every aspectEliminating any trait that dilutes Clash's integrity will always be a top priority, and as a result, the game team will not hesitate in changing in-game mechanics to ensure Clash of Clans' user friendliness, and longevity
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
all thats being said, is we'll remove everyone on unsupported devices, the problem with the supported devices being allowed to cheat unrestrained
Final Business Response /* (4000, 9, 2015/11/24) */
3rd party software pertains to both supported and unsupported devicesSupercell does not support nor condone any user that is subject to these practicesAs you may know, the game team is specifically working on tackling this issue on a larger scale; in order to ensure equal measurements are in place, this does take a little bit of timeHowever, this does not mean we aren't taking action at the moment
Final Consumer Response /* (4200, 13, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they've had years to fix this, trying to get more time isn't right they need to own up and fix the problems now

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, *** ***

The Clash Royale team ensures each card is balanced and optimal for each level releasedAs new cards are introduced, new card combinations may become popular, which may require players to alter their previous decksClash Royale is a dynamic game that requires trying different card combinations,
learning new strategies and countering opponent's moves

Thanks for writing us MrSelle!
Could you please provide us with your Player Tag so that I can locate your Clash Royale accountIf you can't find your Player Tag, please provide me with your Player Name, Player Level and Clan name
Thank you!Best regards,SC Player Support

Any players that are caught cheating in Supercell’s games are subject to its Terms of ServiceWe are regularly taking action against any illicit in-game actions - for more information on what Fair Play stands for, please visit our site at: http://supercell.com/en/safe-and-fair-play/ In regards
to the previous (RED) campaign: Supercell joined the fight against AIDS by partnering with *** and (RED); the aim: to help fund (RED)’s ultimate goal: creating an AIDS-free generationFor more information on what 'buying (RED)' achieves, please visit: https://red.org/what-is-red/

We've already responded with our trouble shooting guide (asking the player to reinstall the game, check their phone's settings, etc), but they don't respond accordingly to our guidanceRegarding the name change: every player (Town Hall and above) is able to choose a new name for a second time;
essentially, every player is able to have names throughout their progress (once after completing the tutorial, and if they wish, again after reaching Town Hall 5)The current name does not qualify for another name change (the player already used their in-game 'one time name change' on April 30th,***)

Initial Business Response /* (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

Mr.***I understand your frustration and concerns about the transparency of this particular caseOur top priority at Supercell is providing a great player experience for all of our playersThat includes ensuring account safety, which means that we place utmost importance in making certain that accounts are secureThis is why we have developed Supercell ID, to make it easier for players to access and safeguard their accountsThis same diligence to safety applies for our Customer ServiceWhen a player contacts us and lays claim to an account, we want to be completely certain that this player also is the rightful owner to the account and we can not proceed until we have the information needed.I'am however pleased to inform you that we have verified you as the owner of the account in question and per your request the Supercell ID is ready to be removed, please verify and confirm the removal in our in-game support channel.Best regards,Supercell Player Support

We've published our Fair Play initiative back in *** *** and have taken steps to communicate and warn players about these changes both in-game and through our various community channelsThis initiative ensures accounts violating our Terms of Service are disciplined within our guidelines