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Hey guys, I am not a regular poster here (I think I have 10-ish posts) but there was a topic brought to my attention today that I feel needs to be addressed in regards to how Snail USA handles account security.
Earlier today I logged in to my AoW character (Wudang, love the swords) and found out that all of my Taels (their version of in game gold that can be traded between players) had been exhausted. I opened a ticket and went to the forums to see if there was any information on account hacking and how to recover lost items/money if your account gets hacked. What I found out appalled me to no end.
The seventh post down explains that Snail USA is in no way responsible for the security of someones account. Now, I understand that it is in the hands of players to be sure they aren't going to any shifty sites to get malware or keyloggers that are going to swipe account information, so that was not an issue for me. What chaffed my bum was that there is no way Snail USA is willing to refund or return lost items/Taels and states that it is the players fault and they are not liable (in any way) for damages rought to your account. It is like saying that if we do not want to be robbed that we should lock our doors. In my case I locked my door, but someone kicked the door in and they do not offer reinforced doors. This can be seen in the seventh post and other posters in this thread:
Needless to say, I am out a fair number of Taels and have no recourse to recover them. In my defense, I have not had a game account hacked before, run computer security scans daily, and use a different password for each account. The fact that I was hacked in less than 2 weeks after the game dropped absolutely astounds me.
The next thing that concerns me (and this is where is gets super sketchy) is that you can turn gold that you buy with real money for their in-game shop into Taels. This means that a hacked account will lose the money they invested into the game and Snail USA is simply not willing to work with them. This can be seen by multiple posters in the previously linked threads. What makes this sketchy is that upon losing money you can always give Snail USA more money to get your Taels back (ie: buying more Taels).
This is the first game in which I have experienced this type of neglect for account security protocol on the part of the company, and it will hopefully be the last. Needless to say, I will not be renewing my VIP status and have cancelled my GameStop preorder for the boxed copy of the game. It's a shame too, I was realy enjoying this game. I am just unwilling to support a company who doesn't want to help customers with account security issues, only to turn around and be willing to sell you the in-game money you just lost. It just doesn't sit right with me.
If you read this whole post, thank you for your time and please try to spread the word on this and maybe Snail USA will actually take customer concerns about account security seriously.