Supercell Oy

Initial Business Response /* (1000, 5, 2015/08/03) */
We've handled this case using our in-game support channel. Thanks!

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

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Hello and thank you for reaching out to us!Unfortunately we cannot see the details of this case with the information we have received in the original complaint. The 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

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 channels. The latest round of bans ensured accounts violating our Terms of Service were disciplined in line with...

our guidelines.

As previously mentioned, we will not reinstate any accounts that were disciplined within our Fair Play initiative. Fair warnings were given far in advance to our player base (since [redacted]). 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.

We tuned up our Fair Play initiative back in [redacted]. 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 games. For more...

information please visit: http://supercell.com/en/safe-and-fair-play/

Initial Business Response /* (1000, 5, 2015/07/28) */
The player's issue was successfully resolved on July 24th, 2015. Our records indicate both [redacted] and [redacted] have full access to their villages once again.

Complaint: [redacted]I am rejecting this response because:I have sent verification of my account. They are not willing to accept it, I have sent numerous images of the only receipt I have of 3 years ago. All other receipts of my account are under unaccessible hacked accounts.Sincerely,[redacted]

Revdex.com:I have only received one response from the business and they asked questions which I provided answers to. No further contact has been madeSincerely, Sasha [redacted]

We've handled this case using our in-game support system. Thanks for being patient!

Complaint:[redacted]I am rejecting this response because:
 
the business requested more info. 
0My tag number in the game is GYYUUR9C. My farm name is pleasant pastures.Sincerely,Sasha [redacted]

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 initiative. Fair 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 /* (1000, 5, 2015/08/27) */
We've handled this case using our in-game support channel. The village in question has been recovered. Thanks!
Initial Consumer Rebuttal /* (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 resolved. I feel they should give me some of the gems (in app purchases) as a way off an appology. I contacted the company on several occassions and was met with nothing but rudeness. Please request that they suitably compensate me for the 1 - 2 months (roughly) I had no access to my game. I 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 help. Without you I would still have no access. Yet when I warned them I would contact you they ignored me again. I only found you by google searching for a long time.
Regards
[redacted]
Final Business Response /* (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.

We've contacted the player using our in-game support channel. The lost village has been reviewed and ready for recovery- we're just waiting for their confirmation. Thanks for bringing this up!

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]

Complaint: [redacted]I am rejecting this response because:this is not a proper steel men unlock my account or refund my money!Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/12/02) */
Apologies for the delay. We've been able to contact [redacted] using our in-game support channel. The 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 /* (2000, 10, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's sad it took over 4 months to get a simple issue resolved. They didn't even respond to the Revdex.com complaint in time.

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 channels. The latest round of bans ensured accounts violating our Terms of Service were disciplined in line with our...

guidelines.

We cannot see the details of this case with the information we have received in the original complaint. The 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