PennyPop

Dear [redacted] In response to the complaint filed, we would like to formally acknowledge your stanceWe provide privacy protection to our players, and reserve the right to temporarily ban users who have been accused of harassment with provided evidenceYour actions, and language used in the case were found to be in alignment with what we believe is harassmentWe do not tolerate strong language, incessantly messaging players, blackmail, or threatening messagesYou, specifically, were reported for blackmailing another player for a monsterThis report was backed up with screenshots of you and your fellow admins conspiring to blackmail a playerPlease understand that this was a first offense, which is why we temporarily banned you and your admin for daysWe do not tolerate this type of behavior and will not be lifting or shortening this banYou were informed of this via our Customer Support team, and [redacted] Thank you for your understandingFor more information, please visit PennyPop Terms of Service-- Very respectfully, Trinady Chase [email protected] Customer Support Lead

This customer had an ongoing (OPEN) ticket with our support team when this claim was filedOn 05/13/ [redacted] our support agent Katrina was able to clarify to the customer that the accounts original complaint was for missing goldAfter further investigation on our end we were able to determine a misunderstand when the customers year old attempted to purchase two "One time only" promotion that gave additional bonus itemsThese sales can only be purchases once, which the account did receive the first time but assumed missing extra bonus items from the second purchaseThe second purchase was a regular gold sale that did provide the gold into the account, this is what is being explained in the conversation added by the customer on this complaintEven with the misunderstanding on the purchase end, we still added the additional bonus items for the second purchaseAttached if the communication this customer had with our support team as of 05/13/***, seems like they were happy with solutionKatrina days ago ***-05-09:59:UTC Ok, now you are mentioning the bonus itemsPlease note that from the beginning you have been talking about the goldGold and bonus items are different thingsSo, both gold packages were correctly added to your account in the first placeYou received bonus for the first purchase, but not for the second, since this was a one time offerBut, I added the second bonus to your account: energy, legendary, elite and event spinsPlease always make sure you are clearly explaining what happened and what you are missing, since had you mentioned the missing bonus in the first message, you would have received it on the 9th May :) Have a nice dayGrapedays ago ***-05-05:11:UTC Much appreciated! Thank youJust wondering...wouldn't you have been able to tell, knowing the dates/times of when event bundles/bonuses are sold, what my son purchased then intuitively known that the second attempt was to purchase it a second time? I provided you with the time stamped transactionsIf the "bonus" is a one time thing then why allow someone to purchase it again? Wouldn't that be misleading? Do you indicate that somewhere? I just ask that you provide the consumer with complete transparency; allow the purchaser to make an informed decision by providing all of the detailsRegardsKatrina days ago ***-05-10:45:UTC These offers have written "One Time Only" or something like that on them, but if a player buys it the second time, we always send them the bonus the second time

Dear *** *** In response to the complaint filed, we would like to formally acknowledge your stanceAs the event unfolded, we had decided to take a strong stance on players using various exploits, "hacks", and implementations that allowed them to control the gameWith our renewed stance on a
no-tolerance "hacking" policy, we chose to ban many first-time offenders and players who encouraged the use of these "hacks"We have come to the agreement that we can, in fact, grant your account back because of your prolonged loyalty to the gameWe do this with a fair warning that we are still standing for our no-tolerance views of "hacking" or "exploiting"When returning to the game, you will find it unbarredPlease enjoy our upcoming events-- Very respectfully, Trinady Chase [email protected] Customer Support Lead

Complaint: [redacted]I am rejecting this response because: I have never blackmailed anyone and your inability to provide evidence supports my claim.  I've played for 2 years and if you looked further into the screenshots, you would probably see that I was not a participate in any of the actions you suggest and your claims are definitely not supported by in game actions.Sincerely,[redacted]

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]

This customer had an ongoing (OPEN) ticket with our support team when this claim was filed. On 05/13/[redacted] our support agent Katrina was able to clarify to the customer that the accounts original complaint was for missing gold. After further investigation on our end we were able to determine a...

misunderstand when the customers 9 year old attempted to purchase two "One time only" promotion that gave additional bonus items. These sales can only be purchases once, which the account did receive the first time but assumed missing extra bonus items from the second purchase. The second purchase was a regular gold sale that did provide the gold into the account, this is what is being explained in the conversation added by the customer on this complaint. Even with the misunderstanding on the purchase end, we still added the additional bonus items for the second purchase. Attached if the communication this customer had with our support team as of 05/13/[redacted], seems like they were happy with solution. Katrina 10 days ago [redacted]-05-13 09:59:53 UTC Ok, now you are mentioning the bonus items. Please note that from the beginning you have been talking about the gold. Gold and bonus items are different things. So, both gold packages were correctly added to your account in the first place. You received bonus for the first purchase, but not for the second, since this was a one time offer. But, I added the second bonus to your account: 20 energy, 1 legendary, 3 elite and 7 event spins. Please always make sure you are clearly explaining what happened and what you are missing, since had you mentioned the missing bonus in the first message, you would have received it on the 9th May :) Have a nice day. Grape45 8 days ago [redacted]-05-15 05:11:04 UTC Much appreciated! Thank you. Just wondering...wouldn't you have been able to tell, knowing the dates/times of when event bundles/bonuses are sold, what my son purchased then intuitively known that the second attempt was to purchase it a second time? I provided you with the time stamped transactions. If the "bonus" is a one time thing then why allow someone to purchase it again? Wouldn't that be misleading? Do you indicate that somewhere? I just ask that you provide the consumer with complete transparency; allow the purchaser to make an informed decision by providing all of the details. Regards. Katrina 6 days ago [redacted]-05-17 10:45:43 UTC These offers have written "One Time Only" or something like that on them, but if a player buys it the second time, we always send them the bonus the second time.

Dear [redacted] In response to the complaint filed, we would like to formally acknowledge your stance. We provide privacy protection to our players, and reserve the right to temporarily ban users who have been accused of harassment with provided evidence. Your actions, and language used in the...

case were found to be in alignment with what we believe is harassment. We do not tolerate strong language, incessantly messaging players, blackmail, or threatening messages. You, specifically, were reported for blackmailing another player for a monster. This report was backed up with screenshots of you and your fellow admins conspiring to blackmail a player. Please understand that this was a first offense, which is why we temporarily banned you and your admin for 60 days. We do not tolerate this type of behavior and will not be lifting or shortening this ban. You were informed of this via our Customer Support team, and [redacted]. Thank you for your understanding. For more information, please visit PennyPop Terms of Service. -- Very respectfully, Trinady Chase [email protected] Customer Support Lead

Initial Business Response /* (1000, 7, 2015/07/20) */
This player has an active ticket, current status OPEN since 06/23/2015, they have been in contact with our agent [redacted]. We use a serious of logs that register all actions made by the user. All actions are recorded regardless of connection...

related issue that can be experienced on the device. Tickets are closed when multiple reports of the same issues have been reported, we use one of the tickets to keep in contact with players. Two tickets were opened on 06/23/2015 and one opened 06/24/2015 on this same issue. All were closed but one. [redacted] explained that we tracked the spins made and we have registered that the prizes for these were added into the account. The player wanted a report of what was won. We provided a list of monsters added. They asked which prize was won on 22nd at 5am UTC (the one this report has been made for)We said that the monster won was a Mudball. Each monster receives an ID, like dna, that allows us to ensure were it came from and what action provided it. We have not heard back from the player since [redacted]'s last response on 07/01/2015 . The ticket remains OPEN.