Wargaming America

Complaint: [redacted] I am rejecting this response because: The core issue of not notifying the player base of your efforts to remedy the problem in a manner that would reach all affected players was an act of gross negligence The ability for a player in a "multiplayer game" to interact with other players is of utmost importance to the participation of the game The issue of not notifying the general game community, as well as not offering the full service of the game needs to be reconciled for all players As a game developer you must understand that when players can not play the game in the manner it was meant to be played, they cannot expect to remain part of the player-base 30+ days of altered and unavailable services with no public comment or community outreach is unacceptableIt is Wargaming's responsibility as the publisher and developer to maintain an open line of communication with their player-base There are expectations of quality and continuously available services when engaging in online play You need to make a public statement going over what happened and why, how you fixed it, how its going to remain fixed, and what you are going to do to COMPENSATE players who were legitimately prevented from using services listed as baseline account services Sincerely, [redacted]

Dear Mr [redacted] ,I understand you are having a problem logging into your World of Warships accountOur Customer Service team has the tools and capabilities to assist you with getting back into the game, however according to our records we do not show any tickets submitted to us regarding your issue In addition, our battle records indicate you recently logged in to your World of Tanks account on 6/15/and the computer/laptop used is consistent with previous log ins from earlier this year as wellBoth World of Warships and World of Tanks use the same credentials to access the gameIf you have forgotten your password, our support team can assist you with that as well.Please contact us via our support portal so we can assist you with your account inquiry: [redacted] Apologies for any inconvenience and we hope to get in touch with you soon

Complaint: [redacted] I am rejecting this response because: They say they are "restricting access" to the account so that "I" may not get into it I want it deleted NOW so that no one else can break into itI am concerned that my credit card number, expiration date and security code could be stolen if the account is not deleted Also, I believe they know perfectly well what is acceptable information for verifying an account and they were trying to lie to me as to why they could not delete the account I want the account deleted NOW, not weeks from nowThat is the ONLY thing that will satisfy meSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ Dear Mr***, Thank you for bringing this matter to my attention It is unfortunate to hear of the inconvenience you experience while trying to redeem the promotional code from a partner promotionAt this time, I am unable to locate your inquiry within our ticket systemCould you please provide us with the ticket id of your inquiry? You may log into the Support center to locate your ticket inquiry through our Support page here: https://na.wargaming.net/support/ I look forward to your response and hope that we can find a speedy resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) thanks for the link for the ticket,And I'll send them one Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Dear Mr ***, We apologize for any issues you are experiencing with our bonus codes packaged with the Italeri modal kits At this time I am unable to find a support ticket with the email supplied with this complaint If you have not yet done so, please submit a ticket to our Customer Support department in the following link: https://na.wargaming.net/support/ Please also provide the code you are attempting to redeem and/or any other information regarding the error you are receiving(screenshots of the error are preferred) It is also possible that you may have tried to redeem one of the invite codes on an already active accountThe codes supplied with the Italeri modal kits should include one code for your use and three invite codes for your friendsFor more information , please see the following link: [redacted] One last possibility is, the model kit that you purchased had a European bonus code inside and this code is not redeemable on the North American serverIf this is the case, we may also need to know where you purchased this modal kit so we can further investigate the bonus code error Please send us a ticket to our North American customer support department at https://na.wargaming.net/support/ and we will be more than happy to assist you with this issue We look forward to hearing from you at your earliest convenience

Complaint: [redacted] I am rejecting this response because:Again this is pretty much fraudSelling something than promptly removing the functionality of the itemYou can try to deny that till were both blue in the face I am not going to submit to this immoral and frankly insulting sales tacticSincerely, [redacted]

Greetings, We understand that the player is frustrated with MatchMaker, but our previous answer is correctThe MatchMaking system takes into account the tiers and weights of the current vehicles queued for battle at any given timeIt 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 gameUnfortunately, we do not have anything additional to add as we have provided him accurate information 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 ServiceThis modification was first detected on 1/5/His account received a day suspensionMessaging was sent to the player informing him that the modification was found running on his accountAlso 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 permanentlyThe only way to regain the account after that would be to have the account wiped On 1/6/the player wrote into Customer Support regarding his day suspensionIn 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 flaggedWe gave him the steps in order to provide us with the requested logsThe player did not reply to our request On 3/13/the system again detected this players account to be using the restricted 3rd party modificationPer our procedures, his account was then suspended permanentlyMessaging 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/player submitted a ticket to Support regarding his suspensionHe was informed again about the account wipe being required to receive his account backPlayer stated he was taking this to his lawyerAt 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

Complaint: [redacted] I am rejecting this response because: I shouldn't have to provide any purchase information I can provide my credit card number, expiration date, and security code, and I have already told them I would do that I have already given them my internet service provider name, Spectrum, and that I am in Wichita Falls, TX They make it very difficult to get the account deleted, when all they have to do is ask for the credit card info I can give them the purchase information, but it is more difficult than just giving them my credit card info The email account I used with them is: [redacted] I have two accounts Futhermore, they said they would delete it after daysI want it deleted nowI am NOT RETURNING Attached are two pics, one stating the ISP I provided, Spectrum, is not the information I gave them But, it is the information I gave them This is the kind of game they play with you The second pic is my reply to them I am upset with these folks and have filed a complaint with the FTC They want to make you jump through hoops, and then refuse to do what you have requested unless you threaten them Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Greetings [redacted] , Thank for your bringing this matter to our attention We have responded to your ticket MVE-XXX-XXXXXPlease log into our support portal to review our response located here: https://na.wargaming.net/support/Tickets/ViewList We await your response and hope for a speedy resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a response that is old and not a new response to clear up my situation, it is a late excuse abot a policy that is not present at the time of purchase but they claim is and now are trying to get over on give me credit or something back for that [redacted] tankWoTs is a scamThis is the second time in months I have gotten screwed by this companynow I want blood Ticket ID MVE-XXX-XXXXX Category: World of Tanks Sub-category: Billing Support well like I said THAT POLICY YOU ALL KEEP GOING ON ABOUT IS not STATED IN ANY OF THE FORM AS PURCHASE MY GOODS AND U ALL SEEM TO THINK I'M A GOD [redacted] PSYCHICi HAVE INFORMED THE Revdex.com AND WE CAN SEE WHAT HAPPENS THAT WAY OR WE CAN GO ANOTHER WAY, SCREWING OVEN A RETIRED SERVICE MEMBER IS LIKE A WAY OF LIFE FOR SOME OF YOU PEOPLE Replies [redacted] September XXXX XX:XX Hey [redacted] , Thanks for contacting Wargaming NA support! We sincerely apologize that you are unhappy with the recent Premium Tank purchases Like we stated in our previous responses, we are unable refund for these purchases as the tanks were played/used Below we have included links to our Terms of Service and EULA: Terms of Service: http://worldoftanks.com/en/content/docs/terms_of_service/ EULA: http://worldoftanks.com/en/content/docs/user_agreement/ Additionally, before a purchase is made, we recommend researching the vehicle/goods and see if it caters to your needs or playing style In the future, if you do accidentally purchase a vehicle you didn't intend to, we can usually cancel the sale if it is reported to us immediately (less than hours after the sale), however this is only possible if the vehicle has not been used at all, that means no battles, no training rooms, etc If you have any other questions or concerns, please don't hesitate to ask Good luck on the battlefield! Best Regards, [redacted] Wargaming America Support You can always check your ticket status by logging into our Support Portal: https://na.wargaming.net/support/ Please don't forget to fill out our survey once your ticket has been completed [redacted] September XXXX XX:XX the Revdex.com has contacted me so we'll see were this goes Final Business Response / [redacted] (4000, 9, 2015/10/17) */ Greetings, The player seems to be unhappy with the way a vehicle they purchased performsThe player requested a refund of the vehicle due to it not meeting his expectations, however we do not refund purchased items if the player has used any portion of the purchase, as per policyWhen players install our game, they agree to the Terms of Service, located here: http://worldoftanks.com/en/content/docs/terms_of_service/ Specifically: Section Virtual Goods We've explained to the player that we unfortunately cannot comply to his requests, and have provided him with knowledgbase articles explaining so: https://na.wargaming.net/support/Knowledgebase/Article/View/156/19/can-i-get-a-r...⇄ Thank you for your cooperationWe hope you find this information useful Please let us know if more information is required Final Consumer Response / [redacted] (4200, 11, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) the policy as to the use a virtual item was explain after the fact and when I bought the item no explanation was given to the purchase that a used virtual item would make it none refundable so this back and fourth over a couple of dollar shows how greedy this company is over a virtual item to be place as a used item not to be refunded, really?

Complaint: [redacted] I am rejecting this response because: What this Wargaming representative states is untrue I know this based on first hand experience Third parties have also validated my claims with statistics [redacted] ) Wargaming's externally facing staff are apparently kept in the dark relative to their own codebase Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear Mr [redacted] ***, Thank you for contracting us! Unfortunately, we cannot find any ticket submitted by your regarding this issueIf you have not done so already, please feel free to create a support ticket here: https://na.wargaming.net/support/ Please note that if you've purchased the Humble Bundle package, you should have received the package in full by now Please feel free to submit a ticket and update us with the status of your inquiry We look forward to assisting you again Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/23) */ Dear Mr [redacted] After carefully reviewing your complaint in ticket# OBF-XXX-XXXXX I can see where our article may have been misleading While the article did post an expiration date for the event of Saturday, August 1, 04:PT / 07: ET, the article did not mention that the tank rental mission would also expire Due to this oversight, we will be placing the FV(A45) premium tank on your account and will make sure this feedback is forwarded to the proper channel(s) I apologize for any inconvenience regarding the Freedom to play event and hope that despite any negative experiences, that you continue to enjoy playing World of Tanks Should you have any further questions or concerns regarding this issue, please do not hesitate to reopen your customer support ticket OBF-XXX-XXXXX at your earliest convenience

Dear Player, I've looked into your tickets and the last I see were submitted on: Dec27th, Dec25th, Dec19th, Dec19th, and Dec18thIf these are not the tickets you are referring to please let us know the numbers of the tickets that have gone unanswered so we can investigate further Regarding the ticket listed above, I see that all of one of them was answered by our staffThe only ticket not answered by our staff (submitted on Dec19th) was cancelled by submitter on the 21st, before we had a chance to replyWargaming prides itself on our thorough and timely Customer Support so if there are any unanswered tickets we'd appreciate your help in locating them so we can make sure to get those answered as soon as possible The two 24-hour bans you were issued were given by complaints in World of WarshipsThe other players in your game complained, and when you reached a certain threshold of complaints you were automatically banned by the systemThe default time for this ban is hours, though it can increase if multiple bans are given in a short period of timeI see that there are no bans currently active on your account, so you should be able to chat as normal I hope this has cleared up any confusion about your chat bans Sincerely, Wargaming Customer Support

Greetings, We understand the player’s frustrations, but Wargaming is not required to offer the same bundles in-game as we have on the online premium storeBecause of this, different bundles and sales can be offered at different timesIt is, however, at Wargaming’s discretion as to what and when goes on sale, and through which outlet it will be available to the public We recognize that this is frustrating at times for players, however, it is clearly stated that these cards are redeemable for in-game gold onlyBecause of this, we do encourage players that they check the in-game gift shop to see what is available before purchase or redeeming the cards Unfortunately, we are unable to assist the player any further outside of our earlier suggestion that they attempt to return them to the store where they were purchased if the codes have not been scratched off of the back Regards,Wargaming Customer Support

Initial Business Response / [redacted] (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! Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) All has been creditied

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear [redacted] , Thank you for contracting us! Unfortunately, we cannot find any ticket submitted by you regarding this Humble Bundle inquiryIf you have not done so already, please feel free to create a support ticket here: https://na.wargaming.net/support/ Please note that if you've purchased the Humble Bundle package, you should have received the package in full by nowAgain, you can send in a support ticket above if you have not been credited Please feel free to submit a ticket and update us with the status of your inquiry We look forward to assisting you again

Initial Business Response / [redacted] (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 rulesThe player is mistakenThe relevant rule, found in section 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 separate chat advertisements for the sale of his accountThose 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 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 / [redacted] (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 peopleyou should ban more paying costumers , Final Business Response / [redacted] (4000, 9, 2016/02/23) */ Greetings, We are sorry to hear that the player does not agree with our policy regarding account sellingAs 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 / [redacted] (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

Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Dear Mr ***, Thank you for contacting us I have reviewed your previous tickets regarding this issue, (TYF-XXX-XXXXX & YCC-XXX-XXXXX) and it seems that your account was suspended for initiating a charge-back on purchased goods Unfortunately this system is automated and we will be unable to remove the suspension on your account unless Wargaming has received payment for the goods purchased I understand that an employee at Wargaming may have told you to initiate a chargeback for these goods and I would like to know which employee you spoke with as our Customer Support department does not have a phone line I also understand that we are no longer offering the sale for the item(s) in question and a new purchase would cost more than you originally paid for these goodsUnfortunately we are unable to refund the purchase for the items in question as you have already used the items purchased At this time, I am able to remove the restriction on your account in exchange for the In-Game currency (gold) value of the items in question To continue this transaction I kindly ask that you respond to our support department in ticket# YCC-XXX-XXXXX and our billing department will be more than happy to assist you in resolving this issue That being said, in the future, I ask that you please contact our customer support department before using the purchased goods in order to receive a full refund in the event of an accidental purchase We look forward to hearing from you at your earliest convenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unethical and immoralCurrently your asking me to spend over 65$ for a 29$ purchase which is double the amount to fix a problem your company created, There is no buy for goldXXXXX gold being the closest is over 60$Asking me to do that is unfair and unethical As well I'm requesting all money bought on in game items be refunded as a result of your poor customer service due to suspending the account wrongfully months after the original refund for a purchase was issued by your companyOr you can reinstate the account as you should do as you have not provided a viable solution to your own mistake of which I am not responsible Now as for who I was talking to when I called your company I have no idea as it was over months ago and St the time I was satisfied by the fix I was told to doAs well as contacting your customer support via ticket would make no sense now as I'm sure they would boondoggle this further Final Business Response / [redacted] (4000, 9, 2015/07/24) */ Hello Mr***, Since you've admitted that you have provided us with all the information you had pertaining to the phone call, and cannot identify the person you spoke to, we cannot investigate the issue any further, due to the fact that Wargaming Support does not have a phone line to be reached at We've responded to your ticket (YCC-XXX-XXXXX) and request that you pay back the amount that was used when you initiated this chargebackAll you have to do is purchase any package in our gift shop that would make your account balance total 2,Gold and 2,500,CreditsWhich can be obtained through our Premium Shop (not $dollars)We've provided a recommended package that will set your balance just a little above what is needed for us to remove the items you received after initiating the chargeback Once you have this balance in your account, we can remove the items originally received from the chargeback, and reinstate your accountFurther, we'll be providing you with four days of Premium time as promised in the support ticket once this has been cleared up Thank you for your cooperation! Final Consumer Response / [redacted] (4200, 11, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not paying for your guys messEither restore my account or refund all my money please The amount owing and options you have presented all entail overpaying or scamming me out of money from something that is your customer supports fault whether you kept records or not the fact that it's been 3-weeks no fix shows how bad this so called department isEven after saying you would reactivate the account for me no charge which was interpreted in a email you went about delaying ways to fix this issue and kept trying to make me basically buy items way over the original amount after the case should of been fixedI've grown tired and don't want nothing to do with this incompetent behaviour Let's also put in the fact you have my payment sources blocked Either fix the account or refund my money If not my last option will be charging your company with fraud in Canada

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear Mr ***, 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 / [redacted] (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, it is stated that only week has transpiredbut according to the calendar starting June 27, till July 8, is actually days in addition, if one sends a e-mail to https://na.wargaming.net/support/ a auto response directs you back to their controlled serversto where one will sit in queue for (according to my proof) who knows how many days unaddressedpoor business practices in addition to that, e-mailing to the address Revdex.com provides - [redacted] @wargaming.net - has no response as welland 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 / [redacted] (4000, 9, 2015/07/10) */ Hello Mr ***, Thanks for responding I was referring to the week you waited since your reply, on July 1st, 2015, as opposed to eleven daysWhile our reply times were unusually slow, the main reason why that week transpired was because you replied to your own ticket four times consecutivelyWhat 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&utm_s...⇄ 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

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear Mr [redacted] , Thank you for contacting us We have reviewed your ticket (#DVU-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! Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)