Forum Rules [Updated 12/21/2016]


Please respect your community. Respect each other as you all enjoy the same thing ? The Game.

We encourage open and friendly discussion of the game and the Community. Moderators and Staff have final decisions on all matters, and are here to make sure that the Community remains a friendly, fun place appropriate for players of all backgrounds, ages and groups.

It is the forum member's responsibility to stay up to date on forum rules and to honor the behavior outlined.


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Rule 1: Responses to rule violations
Violating these rules will result in warnings, either formal or informal, suspensions, banning, or other sanctions.

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- Do not post anything illegal under U.S. law, or encourage other users to break the laws of the U.S. or their country of residence.
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Rule 5: Respect the audience
Think about who you're talking to. Users may be as young as 13 on these message boards, and may be male or female, and from countries across the globe.
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- The moderation teams reserves the right to warn, suspend, or permanently ban users judged to be acting against the spirit of the rules, even if the user is following the letter of the rules.
- Do not argue with moderators about moderator decisions. You can disagree with a moderator?s opinions, just like any other poster, but when they post moderator actions in red text, it is considered final.
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Generally, BE NICE. There is nothing wrong with being nice to each other.
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missing gems

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  • missing gems

    I lost 210 gems in June. I have reported it numerous times. I have replied with the information Kabam asked for. All I get in reply is a note that the case has been resolved (NOT) and will I fill in a satisfaction survey. When I re-report it, they close the new report as a duplicate.

    If anyone from Kabam reads these, the report you all seem to want to refer to is 00196209. I have sent information twice when asked, and then added that information into the new cases I raised (eg 00239785). Guess what, I am about to raise the case again. I feel like I am caught in a loop - you guys could fix this so easily - just return my 210 gems!

    Everyone else, beware when spending money with Kabam! SPend those gems as soon as you get them :-(

  • #2
    Sorry to hear about your missing Gems. Can you please look over the reference number again?
    The Numbers are generally a series of numbers in the following format: 120xxx-000xxx
    Let me know what it is and we'll be sure to look into this issue for you.


    • #3
      The previous system did indeed use numbers in that format. However the new system does not. For completeness, the text below is what I reported most recently (and was given reference 00243400). It contains old-format numbers as well as new-format, so hopefully should provide all you need.
      I have reported missing gems on 6 occasions now, to no avail. PLEASE DO NOT CLOSE THIS AS A DUPLICATE. It contains information that you have asked for on 2 occasions (each time I sent it, but it was apparently ignored).

      On June 23, I originally reported that 200 (or probably 210) gems had gone missing from my account.

      I had bought 665 gems and spent many of them, eg a portal of order, training, and 2 DIs in the 'sale'. However I had 200 left for buying speed-ups and more training. I had also been awarded 10 gems for Facebook Connect.

      On June 23, just after claiming login event rewards, I noticed that my gem balance was zero and reported it to you (report 120623-000552). I had no reply.

      I reported it again on July 6 (error report: #120706-000577) and received an automated answer but no further contact. When I queried the lack of response, I was informed I had to use your new system, which I did (case 00196209).

      I received the usual automated message which was then followed up by an email from a support person asking for more details, which I then supplied. I received no response, other than an email asking me to complete a satisfaction survey since the case "had been resolved". I was not told what the resolution was, nor did my gems reappear. I queried this by email but received no reply. I did respond to the survey, with VERY low scores.

      I reported it AGAIN on July 21 (report 120721-000357) and have had the usual automated reply but no other contact.

      I reported it again on 2 August (report 00229419) and was asked by a rep to reply to Sven's request. I re-sent the information. Yet AGAIN, I heard nothing until I was sent another email saying it has been resolved and asking me to complete a survey.

      Reported again 8 Aug: report 00239785. This time Richard replied saying he was closing it as a duplicate and that "We have received your ticket and it is awaiting your response here: 00196209. Please refer to this number for further correspondence on this issue.". When I tried to reply by email using that number, I received another mail telling me the case was closed, but "If your problem has not been resolved, please submit a new case and we will reply as soon as we can.". Guess what? it has not been resolved, so I am doing as you have asked. SO DO NOT CLOSE THIS CASE... PLEASE! I do not know how you expect me to supply the information, so I am trying to do that using this report.

      I doubt if I can convey to you just how frustrated I am with your lack of customer service. I would accept either of 2 outcomes as acceptable:
      • replacement of the missing gems, preferably with some extra gems as an apology for the appalling customer 'service' you have displayed
      • an accounting of the gems I spent, proving that I spent all my gems and have made a mistake (although your customer service is still appalling!)

      I wish I could say that I look forward to hearing from you, but on past performance, I suspect I will still be replying saying...
      Yours frustratedly,
      SEO company London


      • #4
        Hmm, no reply here, or to my incident report. Kabam, your customer 'service' is woeful so far....
        SEO company London


        • #5
          OMG! A lot of post with supports problems.....
          best CBD gummies UK


          • #6
            Thanks for the additional information in your post. I've escalated your issue to Customer Support and an Agent should be getting back to you shortly. Thank you for your patience!


            • #7
              The latest update is that I had an email yesterday saying I had reported the problem to the "wrong portal" and have been pointed at a remarkably similar (but different) form to fill in. That makes it 8 times now that I have reported this incident since 23 June. I'm not holding my breath, but thank you Jennifer for taking the trouble to escalate it.
              SEO company London


              • #8
                OK, so I reported it to the right place, and finally got a reasonable response, including a transaction record and an offer to refund the 200 gems. I replied accepting that offer. However all I get back now is an email saying that I have not repsonded.

                How am I supposed to respond if not by email to the email I receive?

                So near and yet so far :-(
                SEO company London


                • #9
                  AHA... the sound of light dawning...

                  Kabam responds to issues with emails. So, of course, I reply by email. THAT IS NOT HOW TO DO IT!! They go into a black hole, never to be seen.

                  You have to usethe Support button on the game and go into Support History (can't remember how you get there, mind you) and there you can add comments/responses to the issue.

                  Dear Kabam - you need to make this much clearer to people when you send them emails, preferably with a link to their Support History so they can go straight there.
                  SEO company London


                  • #10
                    Originally posted by Jennifer View Post
                    Thanks for the additional information in your post. I've escalated your issue to Customer Support and an Agent should be getting back to you shortly. Thank you for your patience!
                    Wait wait WAIT!!! ang the support button is NOT customer spport? I thought the support btton send you immedietly to customer support but instead you need to ask for them directly?


                    • #11
                      Originally posted by Heatheralex View Post
                      You have to use the Support button on the game and go into Support History (can't remember how you get there, mind you) and there you can add comments/responses to the issue.

                      I have never heard of this and have never seen it. I will have to look for it.


                      • #12
                        Originally posted by Farmer Bob View Post
                        I have never heard of this and have never seen it. I will have to look for it.

                        Same thing here