This note is intended as constructive criticism and is based on my experience to date with the game, the forum, support etc. I hope this thread is not banned as I believe that we, as customers, have a right to express our views as long as it is done constructively and politely.
Firstly, I must state that I find the customer service to be less than satisfactory. EMails are rarely, if ever, responded to and comments posted on the forum by moderators are often unconstructive.
I find it remarkable that we are not allowed to post in the Customer Service pages.
Secondly, your processes for dealing with 'cheaters' etc. need to be addressed.
I accept that disciplinary action does need to be taken against the players that 'cheat' within the game but I believe you go about it in the wrong way.
It is patently obvious that the 3 day holiday for people who you believe to be cheating is ineffective against the real cheats. OK, they can't play for a few days but they will either just wait it out or flood the forum with useless complaints and make extra work for the moderators.
Although a lot of complainers are, in all fairness, cheating and doing so deliberately, you seem to be targeting players who are either not actually cheating or are unaware they are doing so.
You have a right to ban cheats and remove them from the game so please do it effectively and actually ban them.
May I suggest you consider the following....
You have obviously collected evidence of cheating so use that evidence.
Write to the 'cheats' and explain the evidence you have - not a 'form' email which explains nothing. State that unless this activity can be explained or simply stops, the account will be deleted.
I am sure that some of the suspicious activity you have found can be explained by the players satisfactorily.
Others who are unconsciously cheating (let's be realistic, who reads T&C's and who keeps up with the amendments anyway) will stop.
Activity that continues or cannot be explained will then result in a final warning - i.e. cease and desist or we will remove your account in 5 days time.
If the final warning is ignored, remove the account.
You have taken appropriate measures to address the breaking of your T&C's and you have given opportunity for the offender to stop.
You have a defense against chargebacks as illegal activity gives you the right to terminate a service provision.
In fact, if you refund the real monetary amount for any cents the player had, you have an even stronger position.
So, please formalize a proper procedure for dealing with offenders, give the 'innocent' opportunity to sort themselves out and stop this ineffeective process.




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