With all due respect, as far as I know, it was never announced formally as a bug/glitch, and I know many people who thought it was just part of normal game-play to capture royals.
There are many aspects of the game which one could consider a "glitch" (such as reining a target city of an opponent in your alliance, dropping out, and then attacking, effectively allowing you to attack in 1 wave with more than 100k troops) but over time have become acceptable methods of game-play.
I believe you insult your customers by accusing them of breaking the TOS on the basis of an aspect of game-play which many believed was normal, in absence of any formal announcement from Evony to the contrary. Your customers are not mind-readers, they do not know necessarily what is a "feature" and what is a "glitch".
At the very least, those players who had royals removed should receive some form of compensation, such as a Helm of Mars, or another Mars hero pre-configured to the same level (e.g. 100, 50, etc.) as the taken royal.



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