Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer is complains that if the game servers are combined, he would lose virtual itemsUpon requesting an improper refund from Paypal, the player's account was banned An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the gameSpecifically, Section of Trion's Terms of Use states that Trion retains the unfettered right to modify the game: "You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s)You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..." These terms give Trion broad latitude to make changes to the game Further, Section of Trion's Terms of Use states that Trion may terminate a player's account for any reason: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA Finally, according to Section 12(D) of Trion's Terms of Use, virtual items are non-refundable and cannot be redeemed, "Purchases of Virtual Currency or Virtual Goods are non-refundable." Further, each player must acknowledge that "VIRTUAL CURRENCY AND/OR VIRTUAL GOODS YOU ACQUIRE HAVE NO MONETARY VALUE AND CANNOT BE REDEEMED FOR MONEY, GOODS, OR OTHER ITEMS OF MONETARY VALUE." Accordingly, Trion is within its right to deny a refund Notwithstanding the above, the player did have the refund by Paypal reversedAs such, the player's account has been reinstated Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even if the account was reinstated everything I paid for was lost because I was prevented from paying an in-game tax that needed me to log inBy banning me I was unable to log in and all my land was lost Final Business Response / [redacted] (4000, 9, 2015/07/21) */ Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund or compensation Final Consumer Response / [redacted] (4200, 11, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The ban was unwarrantedBy banning me I lost everythingBy unbanning me nothing was resolved because everything was already lost By doing so I did not even get to use my prepaid time nor use the virtual items I paid for (which were all missing when I was unbanned) Everything was lost without compensation and I was prevented from accessing the game to protect my losses
Trion regrets any inconvenience experienced by the customerHowever, due to the reasons stated earlier, a refund will not be issuedThat being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (***) entitled [redacted] ®The customer is unable to access her account and complains that the ban was in errorAn [redacted] video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleAs with any [redacted] launch, [redacted] has experienced some bugs and known issues.Section of Trion’s Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareHowever, the monitoring software does affect a small number of legitimate accountsA small percentage of banned accounts have been previously compromisedThese legitimate accounts are unbanned as quickly as possibleThe customer’s account was erroneously banned and was restored on June 14, 2017.Trion sincerely regrets any inconvenience experienced by the customerPlayers’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to [redacted] ’s continued operation
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled RIFT(r) The consumer is unable to access his account and complains that the ban was unjustifiedHe also requests a refund An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed Further, Section of Trion's Terms of Use states that "Any act that Trion considers contrary to or inconsistent with the "spirit" of the Game" cannot "be construed as "fair" and are considered serious violations of the Terms of Use." Trion's Customer Service team determined that the player posted comments on social media, which they considered inconsistent with the "spirit" of the Game and constituted a violation of Trion's Terms of Use As a result, Trion's Customer Service team banned the player's account Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to RIFT's continued operation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept their response, based on the last sentence of itThey say "players comments and criticisms are welcomed, and trion believes that such feedback is integral to rifts continued operation" I do not know if that is part of their statement, but that is exactly why I was bannedVoicing my criticisms over their newest and imo blatantly greedy content expansionYes I used unsavoury language and even called them names, but it was simply very poorly thought out negative criticism and to be banned for it seems like they just wanna play god in their little worldAfter the ban I took the time to write out an intelligent apology and listed politely my issues with the game which I posted on their game forumWithin hours it had been removed and I was also banned from the forums for "toxicity"So no I do not accept their response at all Final Business Response / [redacted] (4000, 9, 2015/08/20) */ Trion regrets any inconvenience experienced by the customerHowever, due to the reasons stated earlier, a refund will not be issuedThat being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer complaint is with regard to the permanent banning of his account resultant from charge backs not initiated by him on the account An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to use Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may suspend, modify or delete any account at any timeSpecifically, Section of Trion's Terms of Use states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU." Notwithstanding the above terms, Trion has addressed consumer's complaint and initiated reactivation of his account on October 14, Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation
Complaint: [redacted] I am rejecting this response because: First, I have not conducted any fault gold gains in the gameSecond, they were keeping refuse give out any strong evidences to explain my fault gold gains which I never have done in the gameThe response they gave this time is exactly same as the latest time they provided in the appeals Apparently, They did not care about they customers, they stated “TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU.” Does this means they can do whatever they want to their customers? I spent lots of time and money on this character ( [redacted] ), all of sudden they banned my account and took everything away without any strong evidencesAnd I kept appealed, they always gave official rewritten phrase to response my appealsDo they care about customer rights at all? In addition, they also banned my alt, character name is “ [redacted] ”Every single gold I earned in the game is either by doing traderun or in [redacted] or with my alt which is allowedI have no idea what is my fault goldgain came from? At least, they need to tell me what I did cause the “fault goldgain”, so I won’t do that again in the futureIf they won’t able to give any reasons, they should release my account and my alt accountI believe my request is fair enough I highly appreciate your time and help.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] [redacted] these two accounts are my application I share a computer with my friends [redacted] This account is my application, my friend does not understand English, so I apply forI play archage na also has half a yearFirst of all, I did not deceive Trion world, this thing really existsMy friend knew I was in my account ban was liftedBecause we had some contradictions on the 18th night because of some thingsHe knew that the purchase of illegal gold coins and illegal trade will be judged as illegal transactionsThe code of the offender is punished by Trion worldI have decided that Archage NA will accompany me in the futureI know that buying illegal gold coins will destroy the game balance, my friends buy illegal gold coins in [redacted] to buy [redacted] and mail to me, trying to let the system to determine my illegal tradingI did not use and sell both ***I just want to make it clear that I am innocent, I am the owner of the account and did not participate in these illegal operations, please you can believe meI did not try to deceive TrionOn the record you will judge that I am trying to cover up these things, but please be able to think about this matter in the perspective of a victimThese illegal operation is not my operation, is my friend login my account for these illegal operationsBecause of the ban, I missed a lot of activities, now ready to version, and have recharge 49.9USD activities, please also Trion believe me, in the future I only through the purchase to [redacted] exchange gold coins, do not carry out any illegal activities to destroy the game balanceis an exciting version, I hope to use my account to fightI hope my account can be liftedI'm ready for usd before to buy ***
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®The consumer states that his account is banned and request access to his account.According to Trion’s Customer Support team, the player’s account is not banned and last logged in to his account on July 15, However, there were no login attempts since that dateIf the player continues to experience issues, the best course of action would be to submit a support ticket ( [redacted] ).Trion welcomes players’ comments and criticisms, and believes that such feedback is integral to ArcheAge’s continued operation
Initial Business Response / [redacted] (1000, 6, 2016/01/05) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled DevilianTM Consumer requests a refund and reversion of name changes due to an allegedly faulty name change service An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to use Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion is not obligated to offer any refund for any reason and that Trion does not warrant that the game will be error freeSpecifically: Section 12(E) states that, "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON" Section makes clear that, "THE SITE, EACH GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) AND THE SERVICE ARE PROVIDED ON AN "AS IS" "AS AVAILABLE" BASIS FOR YOUR USE, WITHOUT WARRANTIES OF ANY KINDTRION DOES NOT WARRANT THAT THE SITE, YOUR ACCOUNT, A GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) OR THE SERVICE WILL BE AVAILABLE, UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED..." Notwithstanding the terms described above, Trion endeavors to ensure that customers have the best experience possible with its gamesCustomer was refunded the name change and credits they purchased to get the name change on December 31, Trion sincerely regrets any inconvenience experienced by the customerTrion welcomes players' comments and criticisms, and believes that such feedback is integral to Devilian's continued operation
Initial Business Response / [redacted] (1000, 7, 2015/06/05) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer complaints describes inappropriate posts from other players in the game forum and requests action against these inappropriate posts In addition to the terms stated previously, Trion's TOU grants Trion broad discretion with respect to taking disciplinary action against a user: TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU Thus, Trion has full sole discretion, to take disciplinary action as it deems appropriate for violations to its TOU or EULADisciplinary action can range from a warning (which has no effect on a user's account), to an infraction, to a temporary suspension, to a permanent ban (terminating a user's account)The level of disciplinary action is directly proportional to the severity of the violation Trion always endeavors to respond to its players' concerns and criticisms in a constructive mannerAccordingly, Trion's Customer Support has been alerted to the issue raised by the consumer Trion values your feedback and continued support, and encourages the consumer to continue to report inappropriate content and will address those concerns to the extent possible Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) So what I am seeing is you can delete someone's account for complaining or for any reason you wantBut you do nothing about extreme [redacted] chat not just someone dropping the F bomb but explaining a sex act in detailI have reported the same person to you more then times now and as of yesterday he was still doing it but yet he is allowed to continue posting these detailed sex acts by TrionThus this person is being allowed to continue this once or twice a week every week without failI have actually stopped reporting him even though his actions continues since it does no good because Trion seems to want to allow detailed sex acts in their chatI am very confused about what Trion now considers sexualy explicit language! It can not get more explicit then what is being said by this one personSince he is being allowed to continue doing this does that mean he is a rich customer or a family member or friend of someone at Trion? Why have the ability to report someone when you do not intend to stop the explicit sexual language in your trial chat? Final Business Response / [redacted] (4000, 11, 2015/06/23) */ Trion makes every effort to take disciplinary action, as it deems appropriate, for violations to its TOU or EULA, where reports or violations can be confirmedTrion values your feedback and continued support, and encourages the consumer to continue to report inappropriate content and will address those concerns to the extent possible
Complaint: [redacted] I am rejecting this response because: TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED" TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED" TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED" Thank you for you helping again, my account is still activied, as you can see as the attachment According to the evidence I give , they have responsibility to refund my money and stop using the f*ing terms that never fit to my situation Sincerely, [redacted] **
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®.The customer complains that two accounts were banned and he requests access to his accounts.An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion’s Terms of Use and EULA and customers are made aware of this prior to purchase.Trion’s Terms of Use ( [redacted] ), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reasonSection states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA.”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAFurther section of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s accounts were banned on December 23, and one on December 25, The accounts were found to be running third party programs used to bot or hacking in ArcheAge, in violation of the terms stated aboveDue to the reasons stated above, the player’s accounts will not be reinstated.Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to our games’ continued operation
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®The consumer also submitted a complaint under the name [redacted] July (consumer complaint # [redacted] )In both this complaint and the one under [redacted] July, the consumer is unable to access his account and complains that the ban was in error.An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleTrion’s Terms of Use [redacted] ), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reasonSection states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a [redacted] ***, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable [redacted] ***.”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or ***Once an account terminated, it is no longer billed.Further section of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s account was banned because he attempted to defraud Trion’s Customer Support, an act that is considered a serious violation of Trion’s Terms of Use.Trion sincerely regrets any inconvenience experienced by the customerPlayers’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge’s continued operation
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online game (MMO) entitled ArcheAge(r)The customer's account was banned and he requests either a refund or for his account to be reinstated.Section of Trion's Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experienceAccording to Trion's Customer Support team, the customer's account was banned because he used unauthorized third party software - his in-game character was found to be using speeding hacksDue to the use of unauthorized third party software, the customer's account cannot be reinstated.In addition, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."Accordingly, Trion is within its right to deny a refund.Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The customer is unable to access his account and complains that the ban was in error An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Section of Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experienceAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareHowever, the monitoring software does affect a small number of legitimate accountsThese legitimate accounts are unbanned as quickly as possible The customer's account was erroneously banned and is in the process of being restored Trion sincerely regrets any inconvenience experienced by the customerPlayers' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Trion removed the termination on my account after further investigation and found the ban to be un warrented
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ***Age®The customer is unable to access his account and complains that the ban was in error.An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleTrion’s Terms of Use ( [redacted] ), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reasonSection states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA.”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed.Further section of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s account was banned because he attempted to defraud Trion’s Customer Support, an act that is considered a serious violation of Trion’s Terms of Use.A small percentage of banned accounts are erroneously bannedThese legitimate accounts are unbanned as quickly as possibleWhile this account was receiving goods from an alternate account using unauthorized bot software, Trion’s Customer Support team nevertheless decided to unban this accountThe account was restored on May 19, 2017.Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to ***Age’s continued operation
Initial Business Response / [redacted] (1000, 7, 2015/07/14) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online game (MMO) entitled ArcheAge The customer's account was banned and he requests that his account to be reinstated Section of Trion's Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience One of Trion's Game Moderators (GM) witnessed Mr [redacted] 's in-game character "botting," i.eutilizing software to automatically play the gameThe only way to "bot" in ArcheAge is by using unauthorized third party softwareAccordingly, Trion was within its right to ban Mr [redacted] 's account Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never used any botting program and im certain any logs cant prove guilt All actions ever done on this acount was always done by real live human being Charges of third party program usage are false If gm written something to character that was online and didint get response it was becouse user of an account cant speak eanglish.(already told I have two accounts at home/work for me and my wife)If gm tried to comunicate with character to check human presence user couldnt understand what it was about and probably ignored him or didint eaven noticed that in chat.A lot of people playing archeage cant speak english buissnes will ban em all? The most shociking fact is that only accout that is paid with apex(ingame currency) was blocked I think its personal reavange for bad opinion posted by me on archage forum about very bad support after continuous game crashes after path Worst thing is that buissnes dont have any will to explain the problem but just cut out an innocent user from the game Final Business Response / [redacted] (4000, 11, 2015/08/06) */ Due to the reasons stated earlier, Trion cannot grant the consumer's request for access to his account Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund or compensation Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation Final Consumer Response / [redacted] (4200, 13, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never used any third party programs Company banned me under charges and you cant prove my guilt any way All corespondece I own is pure evidence of your lack of professionalism , bad relations with customer and low interesst in solving problem I had lost interest in your dying game.I will do my best to warn anyone I can how your service look like and how low your standarts are I consider you admit you banned me with out any reason and you are unable to prove any meaningful evidence of my guilt
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer complains that his account automatically renewed without notification and requests a refund for the charges made An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of the terms of these agreements prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that upon the purchase of any subscription service and acceptance of the terms of the order, the player authorizes Trion to automatically charge the account for the applicable fees are chargesSpecifically, Section 12(B) states that: "If you have elected to purchase any Game, product, service (including any subscription service) and/or Virtual Items through Trion's commerce systems, upon your acceptance of these terms and submission of your order, you hereby agree that we have the right to automatically charge your credit card or debit your account for the applicable fees or charges, plus any applicable taxes we are required to collect, and you authorize us to do so." In addition, the terms in Section 12(C) make players aware that if a subscription-based product is purchased, the player authorizes Trion to automatically charge the player's credit card each time the subscription comes up for renewal: "If you have purchased a subscription-based product or service, each time your subscription comes up for renewal, we have the right to charge your credit card or debit your account the then-current renewal rate plus any applicable taxes we are required to collect, and you authorize us to do so." Further, Section 12(C) of Trion's Terms of Use states that payments are processed made automatically until a player affirmatively cancels the subscription "If you elect to purchase or subscribe to such products and/or services, you warrant that (i) you are the age of majority in your jurisdiction, or, if you are a minor, you have your parent's permission, (ii) your use of the particular credit card or other accepted method of payment is authorized, (iii) all information that you submit is true and accurate (including, without limitation, your credit card number and expiration date), and (iv) that payments will be processed automatically (e.gcharged to your credit card or debited from your account), unless and until you affirmatively cancel the subscription and/or your Account in accordance with its applicable terms." In order to stop the automatic processing of a subscription, the player must affirmatively cancel it Finally, Trion's policy regarding refunds, found in Section 12(E) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation
Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The customer's account was banned and he requests access to his account and reasonable compensation An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed Use of unauthorized third-party software violates Trion's Terms of UseSection of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software that modifies the game experience: "You agree that you will not, under any circumstances use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience." This alerts consumers that use of the service and game is only granted so long as the terms are not violatedAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareTrion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY Accordingly, Trion is within its right to deny a refund or compensation Due to the reasons stated above Trion cannot grant the consumer's request for access to his account Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trion World's states they confirmed I was using unauthorized 3rd party softwareI was notThey have provided no information to support their claim and have made these same mistakes repeatedly with other customersThey have had to allow players back in after realizing they falsely banned themI know I didn't cheat and even left a voicemail with their customer service and received no responseThough their terms state they can cancel membership for any reason, they still stated the reason for my cancellation was cheatingIf they are standing by this then they should have no problem providing specific detailsIf they are afraid to put in writing then I will accept a phone call explanation from a manager that is familiar with the details specific to my account Final Business Response / [redacted] (4000, 9, 2015/09/02) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) The customer's account was banned and he requests access to his account and a refund An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed Use of unauthorized third-party software violates Trion's Terms of UseSection of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software: "You agree that you will not, under any circumstances use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience." This alerts consumers that use of the service and game is only granted so long as the terms are not violatedAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareTrion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY Accordingly, Trion is within its right to deny a refund or compensation Due to the reasons stated above Trion cannot grant the consumer's request for access to his account Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to the game's continued operation
Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer is complains that if the game servers are combined, he would lose virtual itemsUpon requesting an improper refund from Paypal, the player's account was banned An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion retains the right to modify the gameSpecifically, Section of Trion's Terms of Use states that Trion retains the unfettered right to modify the game: "You acknowledge that Trion has been, is, and will be constantly making changes to its Game(s)You further acknowledge that Trion can and will, in its discretion, modify features, functions or abilities of any element of any of its Game(s)..." These terms give Trion broad latitude to make changes to the game Further, Section of Trion's Terms of Use states that Trion may terminate a player's account for any reason: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULA Finally, according to Section 12(D) of Trion's Terms of Use, virtual items are non-refundable and cannot be redeemed, "Purchases of Virtual Currency or Virtual Goods are non-refundable." Further, each player must acknowledge that "VIRTUAL CURRENCY AND/OR VIRTUAL GOODS YOU ACQUIRE HAVE NO MONETARY VALUE AND CANNOT BE REDEEMED FOR MONEY, GOODS, OR OTHER ITEMS OF MONETARY VALUE." Accordingly, Trion is within its right to deny a refund Notwithstanding the above, the player did have the refund by Paypal reversedAs such, the player's account has been reinstated Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even if the account was reinstated everything I paid for was lost because I was prevented from paying an in-game tax that needed me to log inBy banning me I was unable to log in and all my land was lost Final Business Response / [redacted] (4000, 9, 2015/07/21) */ Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund or compensation Final Consumer Response / [redacted] (4200, 11, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The ban was unwarrantedBy banning me I lost everythingBy unbanning me nothing was resolved because everything was already lost By doing so I did not even get to use my prepaid time nor use the virtual items I paid for (which were all missing when I was unbanned) Everything was lost without compensation and I was prevented from accessing the game to protect my losses
Trion regrets any inconvenience experienced by the customerHowever, due to the reasons stated earlier, a refund will not be issuedThat being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (***) entitled [redacted] ®The customer is unable to access her account and complains that the ban was in errorAn [redacted] video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleAs with any [redacted] launch, [redacted] has experienced some bugs and known issues.Section of Trion’s Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience Accounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareHowever, the monitoring software does affect a small number of legitimate accountsA small percentage of banned accounts have been previously compromisedThese legitimate accounts are unbanned as quickly as possibleThe customer’s account was erroneously banned and was restored on June 14, 2017.Trion sincerely regrets any inconvenience experienced by the customerPlayers’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to [redacted] ’s continued operation
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled RIFT(r) The consumer is unable to access his account and complains that the ban was unjustifiedHe also requests a refund An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed Further, Section of Trion's Terms of Use states that "Any act that Trion considers contrary to or inconsistent with the "spirit" of the Game" cannot "be construed as "fair" and are considered serious violations of the Terms of Use." Trion's Customer Service team determined that the player posted comments on social media, which they considered inconsistent with the "spirit" of the Game and constituted a violation of Trion's Terms of Use As a result, Trion's Customer Service team banned the player's account Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to RIFT's continued operation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept their response, based on the last sentence of itThey say "players comments and criticisms are welcomed, and trion believes that such feedback is integral to rifts continued operation" I do not know if that is part of their statement, but that is exactly why I was bannedVoicing my criticisms over their newest and imo blatantly greedy content expansionYes I used unsavoury language and even called them names, but it was simply very poorly thought out negative criticism and to be banned for it seems like they just wanna play god in their little worldAfter the ban I took the time to write out an intelligent apology and listed politely my issues with the game which I posted on their game forumWithin hours it had been removed and I was also banned from the forums for "toxicity"So no I do not accept their response at all Final Business Response / [redacted] (4000, 9, 2015/08/20) */ Trion regrets any inconvenience experienced by the customerHowever, due to the reasons stated earlier, a refund will not be issuedThat being said, Trion does value your feedback, and will address those concerns to the extent possible in future iterations of the game
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer complaint is with regard to the permanent banning of his account resultant from charge backs not initiated by him on the account An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to use Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may suspend, modify or delete any account at any timeSpecifically, Section of Trion's Terms of Use states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU." Notwithstanding the above terms, Trion has addressed consumer's complaint and initiated reactivation of his account on October 14, Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation
Complaint: [redacted] I am rejecting this response because: First, I have not conducted any fault gold gains in the gameSecond, they were keeping refuse give out any strong evidences to explain my fault gold gains which I never have done in the gameThe response they gave this time is exactly same as the latest time they provided in the appeals Apparently, They did not care about they customers, they stated “TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU.” Does this means they can do whatever they want to their customers? I spent lots of time and money on this character ( [redacted] ), all of sudden they banned my account and took everything away without any strong evidencesAnd I kept appealed, they always gave official rewritten phrase to response my appealsDo they care about customer rights at all? In addition, they also banned my alt, character name is “ [redacted] ”Every single gold I earned in the game is either by doing traderun or in [redacted] or with my alt which is allowedI have no idea what is my fault goldgain came from? At least, they need to tell me what I did cause the “fault goldgain”, so I won’t do that again in the futureIf they won’t able to give any reasons, they should release my account and my alt accountI believe my request is fair enough I highly appreciate your time and help.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] [redacted] these two accounts are my application I share a computer with my friends [redacted] This account is my application, my friend does not understand English, so I apply forI play archage na also has half a yearFirst of all, I did not deceive Trion world, this thing really existsMy friend knew I was in my account ban was liftedBecause we had some contradictions on the 18th night because of some thingsHe knew that the purchase of illegal gold coins and illegal trade will be judged as illegal transactionsThe code of the offender is punished by Trion worldI have decided that Archage NA will accompany me in the futureI know that buying illegal gold coins will destroy the game balance, my friends buy illegal gold coins in [redacted] to buy [redacted] and mail to me, trying to let the system to determine my illegal tradingI did not use and sell both ***I just want to make it clear that I am innocent, I am the owner of the account and did not participate in these illegal operations, please you can believe meI did not try to deceive TrionOn the record you will judge that I am trying to cover up these things, but please be able to think about this matter in the perspective of a victimThese illegal operation is not my operation, is my friend login my account for these illegal operationsBecause of the ban, I missed a lot of activities, now ready to version, and have recharge 49.9USD activities, please also Trion believe me, in the future I only through the purchase to [redacted] exchange gold coins, do not carry out any illegal activities to destroy the game balanceis an exciting version, I hope to use my account to fightI hope my account can be liftedI'm ready for usd before to buy ***
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®The consumer states that his account is banned and request access to his account.According to Trion’s Customer Support team, the player’s account is not banned and last logged in to his account on July 15, However, there were no login attempts since that dateIf the player continues to experience issues, the best course of action would be to submit a support ticket ( [redacted] ).Trion welcomes players’ comments and criticisms, and believes that such feedback is integral to ArcheAge’s continued operation
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2016/01/05) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled DevilianTM Consumer requests a refund and reversion of name changes due to an allegedly faulty name change service An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to use Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion is not obligated to offer any refund for any reason and that Trion does not warrant that the game will be error freeSpecifically: Section 12(E) states that, "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON" Section makes clear that, "THE SITE, EACH GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) AND THE SERVICE ARE PROVIDED ON AN "AS IS" "AS AVAILABLE" BASIS FOR YOUR USE, WITHOUT WARRANTIES OF ANY KINDTRION DOES NOT WARRANT THAT THE SITE, YOUR ACCOUNT, A GAME (INCLUDING GAME-RELATED VIRTUAL ITEMS, IF ANY) OR THE SERVICE WILL BE AVAILABLE, UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED..." Notwithstanding the terms described above, Trion endeavors to ensure that customers have the best experience possible with its gamesCustomer was refunded the name change and credits they purchased to get the name change on December 31, Trion sincerely regrets any inconvenience experienced by the customerTrion welcomes players' comments and criticisms, and believes that such feedback is integral to Devilian's continued operation
Initial Business Response / [redacted] (1000, 7, 2015/06/05) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer complaints describes inappropriate posts from other players in the game forum and requests action against these inappropriate posts In addition to the terms stated previously, Trion's TOU grants Trion broad discretion with respect to taking disciplinary action against a user: TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOU Thus, Trion has full sole discretion, to take disciplinary action as it deems appropriate for violations to its TOU or EULADisciplinary action can range from a warning (which has no effect on a user's account), to an infraction, to a temporary suspension, to a permanent ban (terminating a user's account)The level of disciplinary action is directly proportional to the severity of the violation Trion always endeavors to respond to its players' concerns and criticisms in a constructive mannerAccordingly, Trion's Customer Support has been alerted to the issue raised by the consumer Trion values your feedback and continued support, and encourages the consumer to continue to report inappropriate content and will address those concerns to the extent possible Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) So what I am seeing is you can delete someone's account for complaining or for any reason you wantBut you do nothing about extreme [redacted] chat not just someone dropping the F bomb but explaining a sex act in detailI have reported the same person to you more then times now and as of yesterday he was still doing it but yet he is allowed to continue posting these detailed sex acts by TrionThus this person is being allowed to continue this once or twice a week every week without failI have actually stopped reporting him even though his actions continues since it does no good because Trion seems to want to allow detailed sex acts in their chatI am very confused about what Trion now considers sexualy explicit language! It can not get more explicit then what is being said by this one personSince he is being allowed to continue doing this does that mean he is a rich customer or a family member or friend of someone at Trion? Why have the ability to report someone when you do not intend to stop the explicit sexual language in your trial chat? Final Business Response / [redacted] (4000, 11, 2015/06/23) */ Trion makes every effort to take disciplinary action, as it deems appropriate, for violations to its TOU or EULA, where reports or violations can be confirmedTrion values your feedback and continued support, and encourages the consumer to continue to report inappropriate content and will address those concerns to the extent possible
Complaint: [redacted] I am rejecting this response because: TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED" TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED" TAKE CARE: "AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED" Thank you for you helping again, my account is still activied, as you can see as the attachment According to the evidence I give , they have responsibility to refund my money and stop using the f
*ing terms that never fit to my situation Sincerely, [redacted] **
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®.The customer complains that two accounts were banned and he requests access to his accounts.An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion’s Terms of Use and EULA and customers are made aware of this prior to purchase.Trion’s Terms of Use ( [redacted] ), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reasonSection states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA.”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAFurther section of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s accounts were banned on December 23, and one on December 25, The accounts were found to be running third party programs used to bot or hacking in ArcheAge, in violation of the terms stated aboveDue to the reasons stated above, the player’s accounts will not be reinstated.Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to our games’ continued operation
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge®The consumer also submitted a complaint under the name [redacted] July (consumer complaint # [redacted] )In both this complaint and the one under [redacted] July, the consumer is unable to access his account and complains that the ban was in error.An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleTrion’s Terms of Use [redacted] ), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reasonSection states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a [redacted] ***, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable [redacted] ***.”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or ***Once an account terminated, it is no longer billed.Further section of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s account was banned because he attempted to defraud Trion’s Customer Support, an act that is considered a serious violation of Trion’s Terms of Use.Trion sincerely regrets any inconvenience experienced by the customerPlayers’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge’s continued operation
Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online game (MMO) entitled ArcheAge(r)The customer's account was banned and he requests either a refund or for his account to be reinstated.Section of Trion's Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experienceAccording to Trion's Customer Support team, the customer's account was banned because he used unauthorized third party software - his in-game character was found to be using speeding hacksDue to the use of unauthorized third party software, the customer's account cannot be reinstated.In addition, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY."Accordingly, Trion is within its right to deny a refund.Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The customer is unable to access his account and complains that the ban was in error An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Section of Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experienceAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareHowever, the monitoring software does affect a small number of legitimate accountsThese legitimate accounts are unbanned as quickly as possible The customer's account was erroneously banned and is in the process of being restored Trion sincerely regrets any inconvenience experienced by the customerPlayers' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Trion removed the termination on my account after further investigation and found the ban to be un warrented
Trion Worlds, Inc(“Trion”) is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ***Age®The customer is unable to access his account and complains that the ban was in error.An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleTrion’s Terms of Use ( [redacted] ), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player’s account for any reasonSection states that:“TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA.”These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed.Further section of Trion’s Terms of Use states that “[Any act] that Trion considers contrary to or inconsistent with the “spirit” of the Game” cannot “be construed as “fair” and are considered serious violations of [the] Terms of Use.” The player’s account was banned because he attempted to defraud Trion’s Customer Support, an act that is considered a serious violation of Trion’s Terms of Use.A small percentage of banned accounts are erroneously bannedThese legitimate accounts are unbanned as quickly as possibleWhile this account was receiving goods from an alternate account using unauthorized bot software, Trion’s Customer Support team nevertheless decided to unban this accountThe account was restored on May 19, 2017.Players’ comments and criticisms are welcomed, and Trion believes that such feedback is integral to ***Age’s continued operation
Initial Business Response / [redacted] (1000, 7, 2015/07/14) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online game (MMO) entitled ArcheAge The customer's account was banned and he requests that his account to be reinstated Section of Trion's Terms of Use, which every player must agree to, prohibits the use of any unauthorized third party software that modifies the game experience One of Trion's Game Moderators (GM) witnessed Mr [redacted] 's in-game character "botting," i.eutilizing software to automatically play the gameThe only way to "bot" in ArcheAge is by using unauthorized third party softwareAccordingly, Trion was within its right to ban Mr [redacted] 's account Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never used any botting program and im certain any logs cant prove guilt All actions ever done on this acount was always done by real live human being Charges of third party program usage are false If gm written something to character that was online and didint get response it was becouse user of an account cant speak eanglish.(already told I have two accounts at home/work for me and my wife)If gm tried to comunicate with character to check human presence user couldnt understand what it was about and probably ignored him or didint eaven noticed that in chat.A lot of people playing archeage cant speak english buissnes will ban em all? The most shociking fact is that only accout that is paid with apex(ingame currency) was blocked I think its personal reavange for bad opinion posted by me on archage forum about very bad support after continuous game crashes after path Worst thing is that buissnes dont have any will to explain the problem but just cut out an innocent user from the game Final Business Response / [redacted] (4000, 11, 2015/08/06) */ Due to the reasons stated earlier, Trion cannot grant the consumer's request for access to his account Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund or compensation Trion welcomes players' comments and criticisms, and believes that such feedback is integral to ArcheAge's continued operation Final Consumer Response / [redacted] (4200, 13, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never used any third party programs Company banned me under charges and you cant prove my guilt any way All corespondece I own is pure evidence of your lack of professionalism , bad relations with customer and low interesst in solving problem I had lost interest in your dying game.I will do my best to warn anyone I can how your service look like and how low your standarts are I consider you admit you banned me with out any reason and you are unable to prove any meaningful evidence of my guilt
Initial Business Response / [redacted] (1000, 7, 2015/08/18) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The consumer complains that his account automatically renewed without notification and requests a refund for the charges made An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of the terms of these agreements prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that upon the purchase of any subscription service and acceptance of the terms of the order, the player authorizes Trion to automatically charge the account for the applicable fees are chargesSpecifically, Section 12(B) states that: "If you have elected to purchase any Game, product, service (including any subscription service) and/or Virtual Items through Trion's commerce systems, upon your acceptance of these terms and submission of your order, you hereby agree that we have the right to automatically charge your credit card or debit your account for the applicable fees or charges, plus any applicable taxes we are required to collect, and you authorize us to do so." In addition, the terms in Section 12(C) make players aware that if a subscription-based product is purchased, the player authorizes Trion to automatically charge the player's credit card each time the subscription comes up for renewal: "If you have purchased a subscription-based product or service, each time your subscription comes up for renewal, we have the right to charge your credit card or debit your account the then-current renewal rate plus any applicable taxes we are required to collect, and you authorize us to do so." Further, Section 12(C) of Trion's Terms of Use states that payments are processed made automatically until a player affirmatively cancels the subscription "If you elect to purchase or subscribe to such products and/or services, you warrant that (i) you are the age of majority in your jurisdiction, or, if you are a minor, you have your parent's permission, (ii) your use of the particular credit card or other accepted method of payment is authorized, (iii) all information that you submit is true and accurate (including, without limitation, your credit card number and expiration date), and (iv) that payments will be processed automatically (e.gcharged to your credit card or debited from your account), unless and until you affirmatively cancel the subscription and/or your Account in accordance with its applicable terms." In order to stop the automatic processing of a subscription, the player must affirmatively cancel it Finally, Trion's policy regarding refunds, found in Section 12(E) of Trion's Terms of Use, specifically states that no refunds will be issued: "YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY." Accordingly, Trion is within its right to deny a refund Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation
Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) entitled ArcheAge(r) The customer's account was banned and he requests access to his account and reasonable compensation An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed Use of unauthorized third-party software violates Trion's Terms of UseSection of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software that modifies the game experience: "You agree that you will not, under any circumstances use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience." This alerts consumers that use of the service and game is only granted so long as the terms are not violatedAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareTrion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY Accordingly, Trion is within its right to deny a refund or compensation Due to the reasons stated above Trion cannot grant the consumer's request for access to his account Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to ArcheAge's continued operation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trion World's states they confirmed I was using unauthorized 3rd party softwareI was notThey have provided no information to support their claim and have made these same mistakes repeatedly with other customersThey have had to allow players back in after realizing they falsely banned themI know I didn't cheat and even left a voicemail with their customer service and received no responseThough their terms state they can cancel membership for any reason, they still stated the reason for my cancellation was cheatingIf they are standing by this then they should have no problem providing specific detailsIf they are afraid to put in writing then I will accept a phone call explanation from a manager that is familiar with the details specific to my account Final Business Response / [redacted] (4000, 9, 2015/09/02) */ Trion Worlds, Inc("Trion") is the authorized licensee and operator of the massively multiplayer online games (MMO) The customer's account was banned and he requests access to his account and a refund An MMO video game is one that can support a large number of players simultaneously and where players can cooperate and/or compete with each other on a large scaleThe game is governed by Trion's Terms of Use and EULA and customers are made aware of this prior to purchase Trion's Terms of Use (http://www.trionworlds.com/en/legal/terms-of-use/), which all players must also acknowledge and agree to, makes clear that Trion may terminate a player's account for any reasonSection states that: "TRION MAY SUSPEND, MODIFY, TERMINATE OR DELETE ANY ACCOUNT AT ANY TIME FOR ANY REASON OR FOR NO REASON, WITH OR WITHOUT NOTICE TO YOUAccounts terminated by Trion for any type of abuse, including without limitation a violation of these Terms of Use or a Game EULA, will not be reactivated for any reasonFor purposes of explanation and not limitation, most account suspensions, terminations and/or deletions are the result of violations of this Terms of Use or any applicable Game EULA." These terms give Trion broad latitude to terminate any account, particularly where there has been a violation of the Terms of Use or EULAOnce an account terminated, it is no longer billed Use of unauthorized third-party software violates Trion's Terms of UseSection of Trion's Terms of Use, strictly prohibits the use of any unauthorized third party software: "You agree that you will not, under any circumstances use cheats, automation software (bots), hacks, modifications (mods) or any other unauthorized third-party software designed to modify the Game experience." This alerts consumers that use of the service and game is only granted so long as the terms are not violatedAccounts are monitored continuously for botting and spamming behaviors via monitoring software and are banned if found to be using unauthorized third-party softwareTrion's Customer Support team confirmed that the player was using unauthorized third party software and his account ban was not in error Finally, Trion's policy regarding refunds, found in Section 12(e) of Trion's Terms of Use, specifically states that no refunds will be issued: YOU AGREE THAT TRION IS NOT REQUIRED TO PROVIDE A REFUND FOR ANY REASON, AND THAT YOU WILL NOT RECEIVE MONEY BACK FOR PRE-PAID TIME AND/OR VIRTUAL ITEMS WHEN AN ACCOUNT IS CLOSED, WHETHER VOLUNTARILY OR INVOLUNTARILY Accordingly, Trion is within its right to deny a refund or compensation Due to the reasons stated above Trion cannot grant the consumer's request for access to his account Players' comments and criticisms are welcomed, and Trion believes that such feedback is integral to the game's continued operation