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I know there have been other discussion about mass account lock outs but this one is quite a bit different.
A few weeks ago I began playing Age of Wushu. After a bit of time I realized it is very difficult to play this so-called free-to-play game without actual currency or they call unbound silver. Now with all the gold sellers around, I chose to buy my gold from Snail in-store at an inflated price compared to the gold sellers. I made my purchase and then noticed there is no way to REMOVE your credit card details from the account. So I sent in a customer support ticket asking them to do so. Here is where it gets ridiculous.
I was informed that I had to contact Xsolla directly and have them remove my credit card details. Now remember, Xsolla is Snails agent for the real money part of the game. I called their 800 number in LA and was transferred to Russia where they are owned and operated from. I was informed that they retail all credit card details and there is no way to remove them, PERIOD.
I then informed Snail of the above and that I demanded they do something about this. Their response was to LOCK MY ACCOUNT. So not only did they take my money; not only did they defer to their agent; not only did they fail to address the issue; but they punished me for it all.
I sent in a complaint to the Better Business Bureau of California as their place of business in LA. I have requested that my funds be refunded and that the charges for replacement of the card be given as well.
I received an email today telling me my account is unfrozen (2 weeks later). No note about a refund. I login and find the character DELETED. Now since the coin is tied to the character after it has been transferred, they have effectively stolen the coin and all the progression as well. I sent a message back to Snail stating what happened and that this matter is not resolved even though they claim otherwise.
Awaiting the reply from the BBB of California...
Moral of the story: Do not give Fail Snail your money in any shape or form. File an online complaint to the BBB of California. NEVER TRUST SNAIL GAMES.
All the best in your travels...
Fail Snail sent a response saying they do not give refunds. I updated the BBB complaint with this information.