Wargaming America

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ Greetings, Wargaming uses a 24-hour clock for all eventsHowever, it is not necessary to have participated in previous events to understand that the event in question here was utilizing a 24-hour clock, because there are substantial differences in the presentation of the two systems The 24-hour system is always digits, including a zero if necessaryIt makes no distinction between A.Mand P.MFor example: "The contest will end at 03:20." The 12-hour system does not include the initial zero, and is followed by a designation of A.Mor P.MFor example: "The contest will end at 3:A.M." The contest page, which is still available ( [redacted] ) specifies that the contest "Ends Friday, January 15, 03:PT." The inclusion of the initial zero before the hour, combined with the lack of an A.M./P.Mdesignation, clearly indicate that the time is based on a 24-hour clock Events such as this are designed to show the players that we appreciate them, and keep them engagedThey are entirely free and the only requirement for this particular event was that the player log in at any point between December 18th, 03:PT and January 15, 03:PTWargaming has strict policies that players must abide by the event requirements in order to receive the prizes, and we cannot compensate players who do not do so We sincerely hope that the player continues to enjoy World of Tanks, and we will certainly have more contests and events that will give the player additional chances at receiving free tanks and other goods Sincerely, Wargaming Customer Support

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 meSincerely, [redacted]

Hey Player, We understand the removal of the IS-Fearless was frustrating, and that you’d like a refund for the Gold you purchased in order to gift the tank Please know that as all billing related inquiries are handled through [redacted] exclusively We recommend that you contact [redacted] support directly: [redacted] As payment goes from you to ***, then from [redacted] to us, we don’t have the ability to directly process refunds – we literally don’t have access to their records on this Additional information on how to request a refund from [redacted] can be found through a support article we have published which include visual aids: [redacted] - How to Request a Refund: [redacted] If for some reason [redacted] denies the refund, please let us know via the ticket system (I see that you already have a couple tickets on hold with us), and we can work together from there Sincerely, Wargaming Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear Ms [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 two primary factors that influence matchmaking are tank tier and tank weightA more detailed breakdown of our matchmaking system can be found here: [redacted] Every match involves an equal amount of winners and losersWargaming does not integrate any sort of revenue calculation into matchmakingNot 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

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear Mr ***, 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.)

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear Mr ***, Thank you for contacting us We have reviewed your ticket (#XUO-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!

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 playersWe 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 WargamingPlease 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 communityThose 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

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/contentThere 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]

Dear Player, As mentioned in our previous communications, account selling (even attempted account selling) is punishable by an immediate permanent game banWe 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 mineyour rules mean nothing to me as what ive asked for has been ignoreddo what you must on that matter is all I can sayno change in my statusstill 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 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 (Additional License Limitations) in our EULA: The license granted to you in Section is subject to the limitations set forth in Sections and (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 GameYou agree that you will not, under any circumstances: HSell, 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 noticeThe 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 permittedAny players found doing so will get their accounts permanently bannedPlayers 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

Greetings, Premium items are available in-game, as well as online in our premium store on our portalHowever, the bundles and items available for purchase in-game are not always the same that are on our premium store onlineThe cards that the player purchased do advertise on them that they are only redeemable for “gold,” which is our in-game currencyIt does not state on them that they can be redeemed online for real world money to use on our portal premium storeIt is unfortunate, and we understand the players frustrations but we are unable to exchange the cards value for real world currencyIf 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 refundIf 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

Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ Dear Mr [redacted] Thank you for bringing this matter to my attention It is unfortunate to hear of the inconvenience you have experienced while contacting our Customer Support departmentAlthough I completely understand your predicament, please be aware that in order to qualify for reimbursement the items must remain unspent on the accountUnfortunately, I am unable to provide you with further information within this report due to our privacy policyHowever, I would like to inform you that the information regarding this matter has been addressed through your customer support ticket (Sent on April 22, 2015: PMX-XXX-XXXXX)Please log into the Support center to review the latest status of your ticket inquiry through our Support page here: https://na.wargaming.net/support/ If you require assistance with any other issue, please don't hesitate to contact our Customer Support department Thank you for your understanding

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 you 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 Thank you for your patience and understandingWe look forward to assisting you again

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]

Dear Mr [redacted] ,I read your latest reply back to us regarding equipment in your inventoryAs we previously stated, our records indicate only piece of equipment was sold during the time you statedAny transaction that occurs in the game client is recorded and we would have logs to verify any action that takes place.I also noticed you mentioned you were missing items and equipmentFrequently, Customer Support has assisted players with reports of missing equipment in their inventory after selling their vehicleThese players were using 3rd party modifications to their game client that automatically moved the equipment mounted on their tanks/vehicles into other compatible tanks/vehicles instead of moving them into the depot for future usageIf this is the case where you are using a 3rd party modification and have recently sold a vehicle, it could be possible the item you are looking for may have been mounted onto another vehicleIf you would like assistance trying to find your equipment that you believe is missing, our representatives may be able to help locate that equipment.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!

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 caseEven 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: I have submitted 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]

Greetings, The player's first complaint has to do with changes made to in game itemsWe reserve the right to change our tanks in order to keep the game fair when we release updatesUnfortunately, we cannot offer any refunds for vehicles that a player purchases and uses, but simply does not likeIn this instance we are unable to offer the player the requested refund as it falls outside of our premium store refund policy The player's second complaint has to do with a third party modificationWargaming does not create or support these third party modificationsHowever, the use of Warpack is considered a violation of our Game RulesIf the player feels he has found someone in game that is using these Restricted third party modifications, we encourage him to submit a ticket to Support for review We will not be able to provide him details on if the players he has reported were found in violationIf the player has any additional concerns they are welcome to contact Support again

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 transactionThis is a glitchIf 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 thingTo suggest I somehow furnish a screen shot as you did in your ticket system, is absurd and requires time travelYou could give me millions of in game currency for free with a few clicks, im only asking for what was lost, or commiserationYou 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 transactionsDoes 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]