Supercell Oy

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 [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.

Hi [redacted], thanks for the feedback. In order to solve this, can you please get back to us with the village tag (found under 'profile') for both villages - the one you contacted support through, and your lost village. We'll get back to you ASAP.

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]

Complaint: [redacted]I am rejecting this response because:I have played multiple years. Never used mods or bots. About a year ago I bought a rooted device on [redacted]; but never downloaded or used a mod or bot. I got the device for the ability to have more options with artwork vrs non rooted.
I played on that device for almost a year with 0 problems. This is why I was surprised I was banned. If I was using a mod or bot it would have been detectable since I received device. I didn't change anything. So I would have been banned before. After ban I asked Supercell for help. Unfortunately no help for banned players. I called [redacted] which told me it's possible there was something on device. They said it is not possible to know what prior owner used on device. So even if no apps it's possible files or sourses could be there. Plus rooted devices are not secure. They suggested I unroot device and reset to be safe.
Which I have since done. If I was given any kind of warning over the last year I could have done this sooner and would have. I still did not use an app. So am still unsure what happened. I wouldn't risk all those years. I definitely wish Supercell would have noticed sooner. Then I could have fixed. As I said I changed nothing as far as apps. Logged in directly. The [redacted] device center said I should be safe now.
However without any warning, I had no chance to resolve anything. I definitely never thought I was doing anything wrong or had 3rd party software. Otherwise would have been banned earlier as I said. Atleast I would think so. I believe this was an unfortunate mistake. I didn't realize even if not using 3rd party apps it was possible to still have them on device; let alone be banned. So I definitely believe it is only fair to reinstate account I've already been without it over a month. I feel I was wrongly banned. As I said earlier if there was 3rd party software I didn't know, but according to [redacted] there is no way now after device being unrooted. Supercell could have told me to do same. The previous warnings said don't use or 3rd party software or if have uninstall. I didn't have any apps to uninstall. People who knowingly cheated got temporary bans and warnings. I was just permanently banned. I guess that was the new change on the 30th.
I know this reply seems repetitive; but I do believe I have been punished unfairly. I feel that over one month for something I'm unsure how happened is awfully harsh. I have fixed device as [redacted] explained how, so there is no way for this to happen again. I have learned to not purchase previously used devices and if I do have the checked out before using. I hope Supercell can understand the situation and reconsider their decision.
As it is I have basically been banned for over a month.
I think this is fair solution.
If they feel I deserved punishment for something I'm unsure how it happened; maybe they can consider the current time I've been without my account enough. While I feel I didn't deserve the ban. I just want the account back. Plus now that I know my device is safe I know there is no possibility of future problems. Or they could test my device just to be safe.
Sincerely,
[redacted]
 
Sincerely,[redacted] Alexander

Initial Business Response /* (1000, 5, 2015/09/23) */
This player's concern was addressed and resolved on September 16th, 2015 using our in-game support channel.

Complaint: [redacted]
 
I am rejecting this response because:I personally did not break Supercells (SC) ToS. As stated before due to battery discharge issues with my [redacted] I played Clash of Clans (CoC) on my sons Android device. This device I have now discovered had X[redacted] (3rd party software) installed and removed many months ago in response to in game warnings against the use of 3rd party software.It is my belief that SC has detected X[redacted]'s [redacted]ification to the CoC game files whilst I used the forementioned android device and have assumed I was cheating.  As stated an incorrect assumption has been made.  Please provide physical proof to justify your actions.I have not used 3rd party software to cheat on CoC, and I would like my account returned.I also believe that SC may hold information that would corroborate the fact that I used my CoC account on a clean [redacted] 99.9% of the time. I only used another Android device, which did not have an active or installed version of X[redacted] (or any other 3rd party software). Further more I only used this device as a stop gap a handful of times, so as not to let down my team mates.
To reiterate, I did not cheat or breach SC ToS.
I would appreciate the good customer service I have experienced in the past, resulting in the return of my CoC account.Yours Sincerely,[redacted]

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

Clash of Clans gives players 2 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 material. We cannot change the name in this case, as the...

account already used their name change already.

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

guidelines.

We received inquiries directly from the account mentioned in the concern. We 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 process. I can see that both inquiries sent were never...

responded to, and thus, were automatically 'closed'.

Complaint: [redacted]I am rejecting this response because:
I agree that Supercell has done an excellent job communicating the expectations it has for its players as it relates to Fair Play. What I don't understand is how I have been included in this ban when I have 100% complied with your Terms of Service the entire time I've played this game. Imagine my surprise to find two of my accounts have been banned when I haven't done anything to violate ToS. On top of that, every message to attempt to rectify the situation is met with a generic response that doesn't address my point. My issue is not that the bans were unfair; I thin* it was fair to ban players that were using third party apps to help them in the game. However, I didn't use these apps. It's not a question of "fair". "Fair" implies that I did something wrong and I don't agree with the punishment. This is not that. If an actual person could just respond to my inquiries, I thin* that we could discuss the issue and come to an agreement that I was incorrectly included in these ban waves. I've attempted to contact Supercell in every way I can possibly thin* of, including contacting Tencent Holdings, who, to my surprise as they are a $*00 billion company, actually too* my communication and responded with an actual person. We had a dialogue. Why is it not possible for a real person at Supercell to return my messages and assist me with this issue? I've spent over $** on this game over the course of 3 years, playing fair the entire time, and I'm getting responses from a robot. How can I prove my innocence if I can't get ahold of a real person?Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I was told via message from clash royale that if I bought chest that I would receive a randon legendary card per chest. Iv never received any legendary cards. You lied and stole my money! This is unacceptable. I want my money back. I don't care what you do to my acct. The next step is visiting my bank and lawyer. Sincerely,[redacted]

We've contacted this player using our in-game support system! Thanks for escalating this case!

Hi, sorry about the delayed response. We'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.

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 played. Currently, 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.