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Gold gone missing but cannot get a response from Support

Bevk (INT1)Bevk (INT1) Posts: 118
On Saturday night when I logged off I had 38K gold in my account on Sunday morning I had 66. What happened to it is anybody's guess so I logged a call with support. To date they have not responded to my initial call or bothered to answer any of my follow up e-mails. They are all happy when we are buying gold but when it gets removed from your account and you complain they don't bother to do anything about it. I am so angry buying gold for anyone in South Africa is incredibly expensive because of our exchange rate of 11:1 so to lose that kind of gold is totally unacceptable. Another bug no doubt!
Post edited by Bevk (INT1) on

Comments

  • Latten (DE1)Latten (DE1) Posts: 6,246
    edited 10.03.2015
    Hey Bevk,

    I'll see what I can find out about it. Do you have a ticket no. already?
  • Yakoska (US1)Yakoska (US1) Posts: 1,631
    edited 10.03.2015
    They answered me readily when I was missing 25k some odd. But then, it wasn't a weekend. Have you checked your email?

    -Y
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 10.03.2015
    Ticket#201503081000​2691 logged on Sunday morning. I have checked my mail and they certainly have not responded. I have sent them two more e-mails one yesterday and one today and neither of them has been responded to.
  • Latten (DE1)Latten (DE1) Posts: 6,246
    edited 10.03.2015
    I'll check it out! Meanwhile, please be patient :) Thanks!
  • Prince Krishna2Prince Krishna2 Posts: 228
    edited 10.03.2015
    Good Luck <3


    P.S : latten can you check your pm please ^^
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 10.03.2015
    Any news? It is now three days.
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 10.03.2015
    Typical answer from GOODGAME. It is your fault it is what you did wrong. To quote them:

    [Support message removed - See Community Guidelines for more info | Wabbit]

    Who in their right mind would spend that much money on duck feed never mind the fact that I would not have had room in my store to accept 3591 duck feed which is not there. At 11:41 CET I would have been fast asleep in bed. I suffer with a critical illness and I am in bed and fast asleep by 21h00 CET every single night. I logged off from Goodgame at approx. 20h00 on Sunday night. I am just so disgusted with their pathetic excuses. Where is this duckfeed I am supposed to have bought? Not in my storehouse that is for sure!
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 11.03.2015
    I find Goodgame support incredibly insulting with their comment

    [Support message removed - See Community Guidelines for more info | Wabbit]

    What they are insinuating is that I am too stupid to realise when I have spent gold! Just be aware players that if you lose your gold Goodgame is not going to do anything about it that you can be guaranteed off. In the message about they have actually removed the e-mail they sent to me which I posted they don't want anyone to see what they said.
  • Latten (DE1)Latten (DE1) Posts: 6,246
    edited 11.03.2015
    Hey Bevk,

    I checked for myself and indeed, you spent that gold for Premium Duck Feed - you can see your current amount of it in your Farm management tab as well. Is it possible you accidentally move the slider to maximum before buying?

    In any case, I'm sorry this happened. I will talk to Support about the case, but I can't promise anything. If there are any changes about the decision, you'll get a message about it.
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 11.03.2015
    I want an apology for their very insulting comments. I notice the minute I "quote" them in this forum my "quote" is deleted by support. Why is that? They obviously don't want other players to see how I have been treated.

    I checked my Duck Feed when I received their mail last night and all I had was what I had milled normal duck feed no special duck feed at all. Surprisingly though I have 570 super duck feed this morning I am just very sorry I didn't take a screenshot last night to prove this. In future I will take a note of all my stock and money before logging off at night and checking it again the next morning obviously this is the only way to be sure that nothing is "going missing" during the night.

    Why would I buy feed when I can produce enough to feed all my stables?
  • Mina0o (INT1)Mina0o (INT1) Posts: 1,309
    edited 11.03.2015
    Hi Bevk2.
    I'm just a normal player like yourself so I can't possibly help you out with your gold problem. I also can't say anything on how the support has or has not treated you.
    But I can answer your question on why your posts have been moderated.
    The explanation is also given by the moderator when your posts were edited.
    It is against the forum guidelines, you could call them rules, to post private messages on the open forum. yes, that includes the conversation with support.
    You can read it for yourself here: http://en.board.goodgamestudios.com/bigfarm/showthread.php?113638-Community-Guidelines
    Whet you're looking for is under section 2.
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 11.03.2015
    Well that just goes to prove that they have a lot to hide. The rule is in place because they obviously don't want other players to see what they have to say or how insulting they are.
  • Trippel (NL1)Trippel (NL1) Posts: 299
    edited 11.03.2015
    Latten wrote: »
    Hey Bevk,

    I checked for myself and indeed, you spent that gold for Premium Duck Feed - you can see your current amount of it in your Farm management tab as well. Is it possible you accidentally move the slider to maximum before buying?

    In any case, I'm sorry this happened. I will talk to Support about the case, but I can't promise anything. If there are any changes about the decision, you'll get a message about it.
    Bevk2 wrote: »

    Who in their right mind would spend that much money on duck feed never mind the fact that I would not have had room in my store to accept 3591 duck feed which is not there. At 11:41 CET I would have been fast asleep in bed. I suffer with a critical illness and I am in bed and fast asleep by 21h00 CET every single night. I logged off from Goodgame at approx. 20h00 on Sunday night. I am just so disgusted with their pathetic excuses. Where is this duckfeed I am supposed to have bought? Not in my storehouse that is for sure!

    He/she clearly stated that he/she wasn't in the account at that time.

    On my account dissapeared 20k gold when I wasn't playing.
  • Latten (DE1)Latten (DE1) Posts: 6,246
    edited 11.03.2015
    - Your quote wasn't "deleted by support", but edited out by our moderator team, since we do not allow direct quotes from Support messages in the forums - those are private messages and they're not supposed to be publicly messed with, even if I can understand the urge to talk about specific quotes at times. Mina already explained this though :)

    - I can only comment on what I actually know and see myself, and by checking the account, I can without a doubt say that at 11:41 Central European Time (!), the account in question spent the gold in question on premium Duck Food. The IP did not put another person in suspicion, and the food is still on the account, easily checkable in the Farm Management tab.
    I know you're probably not in the mood for jokes either, but I can assure you we did surely not secretly add the food to cover up some big conspiracy ;)

    As I said earlier, my thought is that you accidentally put the slider to maximum before buying, which then would make you buy Premium duck food for basically all the gold in your account. Which is an issue that is indeed annoying, and which I'm talking about to Support and the Game Design team right this moment.
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 11.03.2015
    Please understand this! I DID NOT BUY DUCK FOOD!!!!!!!!!

    I am extremely careful when spending gold as $1 = R13.07 so I am paying 13 times more for my gold than the USA players. Why would I buy 35K duck food when it has absolutely no benefit whatsoever??????? I definitely did not buy this duck food I can assure you. On Sunday I started duck food twice once I completed with gold and the second time I let it process normally. I can also assure you I had NO other duck food than normal in my account last night I am so sorry I didn't screen print this I am kicking myself for that.

    I want an apology for their insulting e-mail!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    I see Trippel2 says that 20k gold disappeared from his account when he wasn't playing either??

    Talking to support is like banging your head on a brick wall

    Another comment from a player "This has happened to me three times which is why I never ever buy gold anymore"
  • Prince Krishna2Prince Krishna2 Posts: 228
    edited 11.03.2015
    I have accidently spend gold sometimes.
    it actually happens

    Latten pm pls.
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 11.03.2015
    Can I ask you if you have to pay 13 to 1 to the dollar? Would you not be very, very careful how you spent your gold Prince Krishna2 if that were the case? I can assure you I am extremely careful.
  • Prince Krishna2Prince Krishna2 Posts: 228
    edited 11.03.2015
    I was extremely careful.

    but due to lag it all happend :(

    but i dont care about the gold.
  • Lesley52 (GB1)Lesley52 (GB1) Posts: 1,590
    edited 11.03.2015
    I have been in touch with support twice about missing gold, got told both times, skipped upgrading buildings, both times I did not remember skipping, had not noticed buildings had been skipped, thats why I got in touch with support. I think once GS has your money via gold that are not very keen on giving refunds. This is the same with a lot of game providers. We are seen as cows to be milked for all our worth
  • Bevk (INT1)Bevk (INT1) Posts: 118
    edited 11.03.2015
    Thanks for you comment Lesley more players should make it known in the Forum when they are missing gold and that there are no refunds available.


    What astounds me is they actually get away with insulting their players support has not bothered to send me an apology for saying I do things that I don't realise meaning I must be very mentally deficient. I am a member of MENSA and they don't let stupid people in.




    [Posts merged by Wabbit | Please use Edit button]

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