Epilogue of this Thread first : I won’t contact them for the fourth time now, the first three were painful enough.
Here’s just my experience since more than one month now.
There was an issue that happened to me, by contacting them I’ve even memorised the date and time — 22nd May, 1:53 pm IST. But some of you already know of this issue. I lost more than 110K Loyalty Points due to the game deciding to just out of nowhere open up all packs on the market list in exception of Solid Gold. One day after the update 52. Fine. I won’t complain about this issue further, mentioned it here for the context. I’ve gotten over it. This thread is solely about support.
I did what we all would do in such a situation, I contacted support. I consulted with several helpful people on here such as @Sionsith, @Andy_wan_kenobi and @Tommi among others if whatever I wrote described the issue correctly. I don’t know if it was my bad structure of language in the first mail which got me the response, that issues occuring on third party or emulator run games can’t be resolved and are beyond their repair. Okay.
I wrote back to the same ticket saying I didn’t use either, as well as consulting with above mentioned people framed the issue in a more proper way so that it conveys the right message. I waited for days but never even heard back, nor did I get the ticket is closed message. I took the risk of trying a second time through in game mail describing the issue as detailed as possible, mentioning the previous ticket too and confirming I didn’t use emulators or third party software. What do I get in response? That there were apparently clear indicators that I was using an unsupported platform to play.
Few months before this I had contacted them regarding not getting S-DNA mission reward for a Tournament, and when they asked which ones in question I mentioned that I didn’t remember the last time I collected those. Probably because I’m among those who are in the game during the tournament finish, which I only unfortunately realised later on doesn’t give the S-DNA for finishing in Dominator. That was the first time I got the response that issues on emulators, etc.
Back to the LPs issue. This has happened before. @Cagkan_Coskun experienced this and got compensated too. So why was I the one not even given a fraction of what I unfairly lost, but instead given the third party and emulator statements?
After that I made a post on the Cheater Protocol Thread stating the issue and responses. On @Ned’s green signal I contacted them once more to confirm if Game Launcher was triggering the radar of being third party software or emulator.
It’s been ten days, and no answer. I can wait ten or twenty days more if need be, but at this point it’s more than obvious they are convinced I may be using those softwares but don’t want to talk about it with me. Not once did they ask me to show any proof of using legitimate licensed software. Instead they make these statements and when asked why it seemed that way, there were absolutely no responses.
I’ll tell you very frankly, I’ve reduced even saving any game tournament data images in my device, or I delete them after posting score on respective Forum threads. Because taking screenshots was a recommended method in case a score reset or something adjacent happened to contact support. But in the unlikely event it does to me, it is definitely because it’s an indicator I use unsupported platforms right?
I’m quite disappointed with this experience. Disappointment is a weak word to use here but anyways. Due to much convincing by Tommi I did not quit this game albeit after this issue and whatever else happened in the update I’ve become a very casual player doing absolutely nothing apart from Tournaments and the Stakeholders Visit event, without that I would have just cancelled my VIP membership and deleted the game. Hopefully for players in the future they ask or perform confirmation before resolving or looking into issues like this.
Thank you, and have a wonderful day ahead.