Refunded Before Release to Upgrade, Got Locked, Accused, and Had to Pay Double
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Before the game was released, I purchased the lowest-tier supporter pack ($15) via Steam. Later, I realized the higher-tier packs offered better content, so I used Steam’s legal refund system to cancel the $15 pack and purchased a higher-tier pack the same day—again, through Steam.
All of these transactions happened before the game was released. At that time, regional pricing was also active. Months passed, the game launched, and I was using my account without issue. Then, out of nowhere, my account was locked without warning. I submitted a support ticket, and the response I got honestly shocked me. I was told that my account had triggered a "chargeback" and that I would not regain access unless I repurchased the original pack. On top of that, I was met with accusatory language like "we don’t forgive those who steal from us." Supporter Rory responded to me with a tone that felt both threatening and blaming. I explained the situation clearly: the game hadn’t even been released when I made the refund, everything was done via Steam, and I had already bought a higher pack afterward. Despite this, Rory kept insisting with phrases like “You used the contents and then refunded this,” continuing to falsely accuse me. On top of everything, since my account was locked, I had no way of checking what happened to the points or how they were used. I requested a transaction history or point usage log several times, but I never received any response. In other words, I was being accused over something I wasn’t even able to see or verify myself. To make matters worse, the original pack I purchased was $15 due to regional pricing. After the refund, when I was effectively forced to repurchase it, the price had risen to $30. I ended up paying double for the same content—just to get my account back. Throughout my gaming life, I’ve interacted with the support teams of Kuro Games (while playing Wuthering Waves), HoYoverse (for Genshin and HSR), Warframe, Black Desert, Guild Wars 2, and many others I can't even remember right now. And never—not once—have I received such a hostile, dismissive, and unpleasant response as I did here. This is honestly the worst support experience I’ve ever had in any online game. Last edited by Ayelen_GGG#0000 on May 28, 2025, 8:59:51 PM Last bumped on Jun 2, 2025, 2:29:17 PM
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" Thank you very much for posting your concerns, we really appreciate the feedback. I have passed your message on to a senior staff member, who will be contacting you soon to discuss this issue privately. |
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" Not sure whether you’re aware, but you should now be able to access such through the website;
You could also use this link to reach out to Valve regarding your experience. It’s not for GGG to dictate whether you are following Steam’s policies correctly, and if their behaviour toward you may discourage you from taking the risk of buying through Steam again in future, one imagines Valve would want to hear about that immediately. If you do so, include screenshots to back up your claims! "VPs are not required to change their posting style. They are still welcome to express their opinions and take part in any discussions they wish. Their only responsibility is to continue doing what they have always done - posting in a friendly and constructive manner."
-GGG, 2015 |
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Thank you for the thoughtful reply.
At this point, it's not even about the money or the difference I had to pay out of pocket. The real issue is how casually this company throws around accusations of theft without even reading what was written. That’s what bothers me the most. And yes, I absolutely intend to report this to Valve. But I won’t stop there. I’ll also be submitting a formal complaint to New Zealand’s digital consumer tribunal. This kind of treatment towards paying users shouldn't go unchecked, especially when it's backed by Steam’s own refund system. for anyone curious: The game launched on December 6, and my refund was processed on November 29 — a full week before release. The screenshot I shared here clearly shows both the refund date and the very first time I ever used any points : https://imgur.com/a/8bmKjBu Yet they still accuse me of using the content and refunding afterward. Whether I ever got the points or not doesn't even matter to me anymore, what bothers me is being falsely accused despite the evidence. And honestly, after buying higher-tier packs later, I had so many points on my account that it was hard to tell if an extra 300 even showed up. Was I really expected to sit down and do accounting on point differences during the launch? That’s absurd. |
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" To play Devil’s Advocate, could they be talking about e.g. the armour set or portal MTX? "VPs are not required to change their posting style. They are still welcome to express their opinions and take part in any discussions they wish. Their only responsibility is to continue doing what they have always done - posting in a friendly and constructive manner."
-GGG, 2015 |
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I got the same exact issue in my account, which is locked right now. I've bought a lower support pack tier and then refunded to buy the highest available on Steam before the game even launches, and then they locked my account this week and accused me of theft. WTF? Definitely a bug on their end that can't sync with refunding of Steam and their points system. And now, I'm trying to fix the issue in whatever way GGG wants to, but not getting any response from them on the support email.
Last edited by souavds#1874 on May 31, 2025, 1:57:12 PM
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Hey mate, I got the same problem as you, just want to know if you were able to get your access back?
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