Wargaming America Inc

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We have reviewed your ticket (#EYU-XXX-XXXXX) and can see that this issue has been resolved to your satisfaction.
We do apologize for the inconvenience of the recent Humble Bundle sale and have...

taken steps to correct the errors made on our behalf.
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience.
Should you have any further questions or concerns, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!

Greetings,
 
We are pleased to report that we were able to reach out to the player through our ticketing system and the matter seems to have been resolved positively for everyone involved.
 
We hope that they continue to play and enjoy the game for a long time to come!
 
Sincerely,
 
Wargaming Customer Support

Greetings,
 
Premium items are available in-game, as well as online in our premium store on our portal. However, the bundles and items available for purchase in-game are not always the same that are on our premium store online. The cards that the player purchased do advertise on them that...

they are only redeemable for “gold,” which is our in-game currency. It does not state on them that they can be redeemed online for real world money to use on our  portal premium store. It is unfortunate, and we understand the players frustrations but we are unable to exchange the cards value for real world currency. If the player has not scratched off the code on the back of the cards, they may try taking them back to the retail store they were purchased from for a refund. If the cards have already been redeemed on their account, then unfortunately they have already been redeemed, and we are unable to do anything else.
Thank you.
Regards,Wargaming Customer Support

Complaint: [redacted]I am rejecting this response because:
I have nbot lost access to the account, I still know the password and email. The WEBSITE For wold of Tanks and Wargaming WILL NOT LOAD FOR ME, Every Time I try to go to the OpenID login Page to login it times out or gives me a Russian version then tells me the servers aren't available and then times out. If it was account stuff I'd be fine, but I and more than 100 people I know of are unable to use the website at all, even though we can play the game fine. We are unable to spend any money in the premium shop because of this. So wargaming you are losing money the longer you don't realize what we are trying to tell you and actually fix the website.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:We have redundantly discussed, the fact im missing modules, that your print out of transactions does not include them, and I did not get silver for the transaction. This is a glitch. If you will compare the tanks and equipment to what I had, to what I have now, and cross reference, you will find the missing modules, their value, and you can commiserate. (we are talking about pretend game goods probably less than 200k, that I gave real cash to purchase. ) You cashed my money, I expect you do do such a thing. To suggest I somehow furnish a screen shot as you did in your ticket system, is absurd and requires time travel. You could give me millions of in game currency for free with a few clicks, im only asking for what was lost, or commiseration. You tried the easy fix, recent transactions, and if a glitch that dropped me getting payment for the items I sold in game, obviously did not record and complete the transactions. Does it sound unfair to you, or do you have some EULA excuse that allows you to keep peoples money and not deliver? Its exactly what your doing here.
 
[redacted]

Dear Mr. [redacted],I understand your frustration stemming from the contact list/chat server issue and how it affected your ability to communicate with other players. We are confident the issue has been thoroughly researched and a resolution was reached by our development team.Regarding your request for “what happened”, “why”, “how it was fixed”, and “how it was fixed”, we are unable to divulge that information as it is intellectual property and is exclusive to Wargaming. Please refer to our End User License Agreement, section 7: “Intellectual Property” regarding information that can be divulged to our players.Messaging regarding the contacts list was sent out to individual players affected as it did not affect the entire World of Tanks community. Those players were in frequent communication with Wargaming Support and were given regular updates during the duration of the investigation period up the final resolution.Again, I extend our apologies for any inconvenience and frustration during this period and hope to see you back on the battlefield soon.Regards,Wargaming Customer Support

Greetings,
 
The two primary factors that influence matchmaking are tank tier and tank weight. A more detailed breakdown of our matchmaking system can be found here: [redacted]
 
Every match involves an equal amount of winners and losers. Wargaming...

does not integrate any sort of revenue calculation into matchmaking. Not only would doing so be unfair and create negative player experiences, it would also bog down the matchmaking algorithm and massively extend the wait time for matches.
 
Sincerely,
 
Wargaming Customer Relations

Greetings,
 
The player in question, [redacted], was found to have a 3rd party modification installed on their account that is considered a violation of the Terms of Service. This modification was first detected on 1/5/2017. His account received a 7 day suspension. Messaging was sent to the...

player informing him that the modification was found running on his account. Also included in this message was that we requested he remove it and that if the use of this 3rd party modification was found again, his account would be suspended permanently. The only way to regain the account after that would be to have the account wiped.
 
On 1/6/2017 the player wrote into Customer Support regarding his 7 day suspension. In our reply we informed him that we would like for him to provide us logs so we could help him identify why his account had been flagged. We gave him the steps in order to provide us with the requested logs. The player did not reply to our request.
 
On 3/13/2017 the system again detected this players account to be using the restricted 3rd party modification. Per our procedures, his account was then suspended permanently. Messaging was sent to him informing him of the suspension and that he could regain his account once an account wipe had been approved by him.
 
On 3/13/2017 player submitted a ticket to Support regarding his suspension. He was informed again about the account wipe being required to receive his account back. Player stated he was taking this to his lawyer. At this stage all communication with player was stopped so that his legal counsel could contact our legal team.
 
Support was following the correct procedures and requested the information it needed in order to address the players concerns.
 
Please let us know if you have any further questions or concerns.
 
Sincerely, 
 
Wargaming Customer Relations

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for your patience.
I have reviewed your ticket (BZP-XXX-XXXXX) regarding harassment by players, based on your username, and can see that you have been offered a free name change on your account.
The free name...

change has now been activated and you can change your name to another at any point by following the instructions in the following link:
https://na.wargaming.net/support/Knowledgebase/Article/View/103/22/how-do-i-chan...⇄ /> I would like to apologize for the delay in response to your ticket and inform you to please wait for a reply in the future as each reply you add to your ticket replaces your place in the ticket queue.
Regardless of this fact, you have been awaiting a response for a week and I will personally address this with the proper personnel.
If you wish to continue requesting a full refund for purchased goods through our services, please to not hesitate to contact our customer support department located in the following link: https://na.wargaming.net/support/
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as noted in the above response dated July 8, 2015 it is stated that only 1 week has transpired. but according to the calendar starting June 27, 2015 till July 8, 2015 is actually 11 days.
in addition, if one sends a e-mail to
https://na.wargaming.net/support/
a auto response directs you back to their controlled servers. to where one will sit in queue for (according to my proof) who knows how many days unaddressed.. poor business practices..
in addition to that, e-mailing to the address Revdex.com provides - [redacted]@wargaming.net - has no response as well. and in the end why am I and the others that have had to take things to having to post on Revdex.com to initiate a response? thanks and take heed!!
Final Business Response /* (4000, 9, 2015/07/10) */
Hello Mr [redacted],
Thanks for responding.
I was referring to the week you waited since your reply, on July 1st, 2015, as opposed to eleven days. While our reply times were unusually slow, the main reason why that week transpired was because you replied to your own ticket four times consecutively. What this does is push back your ticket to the "back" of the queue (meaning, every reply you make will treat your ticket as if it was just created). As you're probably aware by now, this will only result in a longer response from our Support team.
I've ensured that we provided a free name change for you via your Account Management page, which can be accessed by entering this link in your web browser: https://na.wargaming.net/personal/?utm_campaign=wot-portal&utm_medium=link&a...⇄ /> Please also note that you can simply reply to the ticket and we can continue assisting you through our ticketing system if you have further questions.
In regards to the email address provided from the Revdex.com, this email is simply for notification and tracking purposes only, not actual correspondence with users.
I hope this answered all your questions!
Thank you for working with us.

Greetings,
 
We understand that the player is frustrated with MatchMaker, but our previous answer is correct. The MatchMaking system takes into account the tiers and weights of the current vehicles queued for battle at any given time. It will attempt to build the most evenly matched teams based off of what is available at the time the player goes into battle on that server.
 
We have provided the player with a link explaining how the MatchMaking system works in our game. Unfortunately, we do not have anything additional to add as we have provided him accurate information.
 Sincerely, Wargaming Customer Relations

Dear Player,
As mentioned in our previous communications, account selling (even attempted account selling) is punishable by an immediate permanent game ban. We see that you were attempting to sell your account, as you mentioned in your ticket to us:
check craigs list for my account for sale....

thanks again for ruining a great game.
And, after being warned that advertising an account for sale could result in a permanent game suspension, you confirmed that your account was for sale:
as far as my account being for sale, well its mine. your rules mean nothing to me as what ive asked for has been ignored. do what you must on that matter is all I can say. no change in my status. still for sale.
For more information, please review the following documents, which you agreed to when you registered for World of Tanks:
EULA: [redacted]
TOS: [redacted]
Privacy Policy: [redacted]
Game Rules: [redacted]
Forum Rules: [redacted]
Additionally, as noted in the ticket replies, please take special note of Section 2.8 of the Game Rules: "All types of ads for sale, exchange, or other options for the transfer of accounts from one user to another violate the EULA and are prohibited in all game chats and channels."
As well as the following lines in Section 2 (Additional License Limitations) in our EULA:
The license granted to you in Section 1 is subject to the limitations set forth in Sections 1 and 2 (collectively, the “License Limitations”). Any use of the Game in violation of the License Limitations will be regarded as an infringement of WN’s copyrights in and to the Game. You agree that you will not, under any circumstances:
H. Sell, grant a security interest in or transfer reproductions of the Game to other parties in any way not expressly authorized herein, or rent, lease or license the Game to others.
Please also find the following lines in Section II (Terms of Use) in our Terms of Service: We retain the right to at anytime restrict the use of our properties to players with or without notice. The process of or attempt of selling or purchasing of game accounts, currency or modify any of the products or related products or use the affiliated graphics without our consent for either real money or in another game currency/items is not permitted. Any players found doing so will get their accounts permanently banned. Players who also state that they intend to carry out this process will be handled the same as those who have carried out the action.
Sincerely,
Wargaming Customer Relations

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear Mr [redacted],
Thank you for contacting us.
We did not locate a ticket from the email address associated with this report
We do apologize for the inconvenience of the recent Humble Bundle sale and have taken steps to correct the...

errors made on our behalf.
For more information regarding the final outcome of the Humble Bundle sale, please visit the following link for a message to the community: http://forum.worldofwarships.com/index.php?/topic/XXXXX-humble-bundle-update/
Again, we do appreciate your business and apologize for the recent inconvenience.
If this issue has not been resolved to your satisfaction, please do not hesitate to contact us at our customer support site: https://na.wargaming.net/support/
Thank you and happy gaming!

Greetings,The player in question, [redacted], was found to have a 3rd party modification installed on their account that is considered a violation of the Terms of Service. This was communicated to the player in a previous response on 3/27/17 where we outlined the actions taken from both [redacted] and Wargaming:- 1/6/17: Player contacted Wargaming Support regarding his 7-day game suspension. We requested information from him and offered assistance of how to provide us that information but Mr. [redacted] never replied back and his account remained suspended until the game ban expired. This was their first violation for using illegal modifications.- 3/13/17: Our in-game detection system found him to be using illegal modifications again. His account was permanently suspended and notification was sent to Mr. [redacted] regarding the suspension and recovering his account by agreeing to account wipe.- 3/13/17: Mr. [redacted] contacted us regarding his suspension. We offered to recover his account by him agreeing to an account wipe, however he replied stating he was seeking legal against us. At this point our legal department was notified and we directed his attorney to work with our legal counsel regarding his game suspension.- 3/24/17: Mr. [redacted] filed a case with the Revdex.com and reiterated he was not using illegal modifications. He did not provide any proof or evidence to demonstrate his point and also requested a refund of items purchased. These digital goods were all used and are not eligible for a refund.- 3/27/17: A response was drafted to Mr. [redacted] regarding his suspension outlining the steps that we have taken to assist him with recovering his account. We also reiterated our willingness since January 2017 to help him work with us to prove he was not using illegal modifications but he was not willing to work with us and that resulted in his current game suspension.Our protocols and procedures were followed to the letter during the entire time. We tried to work with Mr. [redacted] numerous times but never received any information or cooperation from him to resolve this case.Our position is as follows:- Mr. [redacted] can regain access to his account if he agrees to an account wipe- He will retain all premium tanks he has purchased, and any unused premium time, gold, and premium consumables- He will still not retain content that he earned while using the illegal programs, but he is able to retain his purchased contentPlease contact us if you have any further questions or concerns.Sincerely, Wargaming Customer Relations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Mr. [redacted],I understand you are unable to log into the Wargaming Support Portal to keep us updated on the progress with the contacts list case. Even without logging in, we have tools that can assist with you regaining access to your account.If you are having password problems, you can reset...

your password here: [redacted]If you are still unable to regain access to your account, you can contact Wargaming Support and submit a ticket for account recovery:[redacted]Please provide us with as much information about yourself and your account as possible and we will be able to assist you with logging back in to keep us informed on the progress of the contact list work.We look forward to hearing from you and helping you get back in the battle.
Regards,
Wargaming Customer Support

Complaint: [redacted]I am rejecting this response because:Revdex.com Here is the information they requested. My user name is [redacted] on the Playstation 4. Please have them review my username history and contact me when you have reviewed it and are willing to work with meSincerely, [redacted]

Initial Business Response /* (1000, 7, 2015/10/23) */
Greetings,
The player in question has had his email already changed to what he requested. However the process has been delayed due to the lack of information provided for security reasons. We may collect information relating to the use of our...

Services according to our Privacy Policy : http://worldoftanks.com/en/content/docs/privacy_policy/
We followed standard protocol and requested from the player that they provide a screenshot of their first purchase made to Wargaming, with all irrelevant information redacted. The player did not respond to our replies in a timely manner. Since then, our policies have changed to be more easily accessible to our players, in which you can find more details on email change requirements here: https://na.wargaming.net/support/Knowledgebase/Article/View/107/22/how-do-i-chan...⇄ /> The player then requested to have us provide an invite code obtained from a partnership with ASUS, in which if you purchase a qualifying product from ASUS, they will provide a code for the player to redeem on our website. We've informed the customer that ASUS is the sole provider of these codes, and provided a link explaining how the code is to be received and the process of redeeming it on our site. The instructions are provided here: https://www.asus.com/event/info/activity_gaming_motherboard/
In the instructions, it states that once the player has received the code from ASUS, you can redeem it through this link: http://asus.worldofwarships.com
Unfortunately, since we do not handle the acquisition of these codes by ASUS, we could not provide a code to the player. Further, we've stated that the code purchased is an invite code, which means it can only be applied to a new account.
Please let us know if more information is needed, and we'll be glad to assist you!
Thank you.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution non-satisfactory but done dealing with the brick wall.   The issue is not an issue of gift cards being purchased for in-game gold.  I get that.  The issue is that on their website, it clearly states ([redacted]) that in-game gold CAN be used to purchase premium vehicles/content. There is nothing stating on their website that there are exceptions or restrictions to using in-game gold to acquire vehicles.   
This is about what I expected from wargaming, as is typical of their business and another reason why their players are leaving en-mass.   
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I have submitted 2 tickets and did not receive a response, they do not respond and I will not waste time waiting for more negligence , I paid for something and got nothing and I want my money back.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/09) */
Greetings,

The player states in their complaint that they were banned for attempted account selling, but that attempted account selling isn't a violation of our rules. The player is mistaken. The relevant rule, found in section...

2.14 of our EULA, states: "Discussion on, advertising of, or linking to websites, in relation to the selling of gold, credits, promotional codes, leveling services, or game accounts is prohibited."

The player in this case made 6 separate chat advertisements for the sale of his account. Those advertisements included details of the tanks on his account and requested that other players PM him and "make an offer." The Wargaming employee reviewing the account selling report correctly determined that this constituted both discussion and advertising of account selling, which is a violation of the EULA.
As the user has clearly violated section 2.14 of the EULA we will be unable to restore their account.
The full EULA can be found here:
http://worldoftanks.com/en/content/docs/user_agreement/
Sincerely,
Wargaming Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
if this is what they want to do is ban people for talking in a game and asking questions then let everyone here see it and know that they are ban happy control freaks that hate there players . if any one wants to give money to this place they are just a [redacted] . I think people should give them there money so the can get banned over any little thing they want to ban you for . you wont keep people long if this is how you treat people. you should ban more paying costumers ,
Final Business Response /* (4000, 9, 2016/02/23) */
Greetings,
We are sorry to hear that the player does not agree with our policy regarding account selling. As the player agreed to abide by the policy when they agreed to the EULA, we will be unable to restore their account.
Sincerely,
Wargaming Customer Support
Final Consumer Response /* (4200, 11, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this violates my rights as a human being