Support Email Response Delays

Hoping they amp up support after the holidays, unable to access the game and been waiting on response from support for over 3 weeks.

Hello, dear operation team, because I didn't understand the prompts when I registered, I said that my email account was written as an account ID, I don't know if there is any way to change it? I hope to get a reply again, thanks

It's 30 December. I purchased the game on 7 December! My account is still locked and I can't play

Based on my experience, I believe the issue might be on GGG's side. My account was hacked, and nearly all of my valuable gear and items were stolen. I immediately reported the incident to GGG support, providing all relevant details, but my account was locked shortly afterward. Despite following all procedures correctly on my end, I have received no clarification or explanation from GGG regarding the matter.

I am not claiming this as an established fact, but rather as a possibility due to the lack of transparency or denial from GGG. If my claim is incorrect, I would welcome a clear response or evidence to clarify the situation. Until such information is provided, I stand by my claim that the issue could potentially lie within GGG’s systems or processes.

I believe it is reasonable for players to expect better communication and resolution for critical issues like hacking and account security, especially when account access is affected.

Why are you only hiring NZ residents for customer service positions?

I can't access the game and have been waiting for a response from support for over 3 weeks

This is a response I received on December 21 when my original request was on December 3. I have not heard back since Dec 21.

"Hi there,

Thank you for the message.

I have looked into your account and it was locked for a recent chargeback. Please cancel this chargeback and we should be able to look at reopening the account for you.

We look forward to hearing back from you."

I asked for clarification and 3 hours later they responded with this

"I apologise for any misunderstanding. This is referring to the 2x 200 Point Packs previously purchased."

My steam account was compromised 3 years ago and unauthorized purchases were made, including 2 x 200 point pack. I worked with my bank and steam to get everything reversed and my steam account reinstated. Looks like they were willing to help me out if I reversed a fraudulent charge from THREE YEARS AGO.

The moment I said I wasn't going to do that, I am ghosted again?? Wtf GGG.

So if it's about making money, the response is pretty quick? Can't see this otherwise.

I feel like at this point everyone needs to start filling out Econsumer complaint forms. People waiting over a month to resolve issues with no end currently in sight is past the point of being patient.

Filled out my complaint, missing thousands of dollars of MTX. Some members of my family who aren't around anymore helped me get those so the value goes way beyond that for me. When support finally got back to me their responses made feel me disrespected and ignored so the patience I had for the situation their in right now went out the window at that point.

Like talking to someone one the phone who only hears half of what you say, would've preferred if they never got back to me. After repeating myself in email 4 times over they finally started looking into my issue and i've been ghosted since. I'm tired of playing with the 4 free tabs, I don't want to be anxious about the packs I've gotten being gone forever anymore, so will be going legal as soon as I can.

I wanted to be understanding about the delays, I love GGG, I love the game, it's been a big part of my life and positive the whole way through, but the support responses that seem to want to ignore me and for me to go away for something i'd consider very important have been giving me crazy anxiety.