Ticket Sent

[Wesley]

To whom this may concern,

I've recently sent a ticket to recover 'one' of the accounts that was stolen/hacked from me. I'm not asking to return my account immediately but I expected a response from anyone on staff to at least reply to my ticket/email sent. I find it unjust and quite unprofessional to be honest that I have been left waiting this long for someone to say "hey we've received your ticket, and we will consider your situation shortly"...but instead I get no reply. I'm really upset about losing my account already - as if the staff would have the nerve to bluntly ignore such a ticket.

 

I understand the staff often receive such tickets day in day out but it gives you no reason to say "oh look another one >.>"...no...that should not be the case. A simple reply can go a long way to comforting the victim and give them assurance that their account can be returned (with or without their items).

 

In my case I was hacked long before this ticket system was introduced and I took it upon myself to act now so I can be reunited with the characters I created. Also, back when and before I was hacked there was no ability to link your account to an email. It was just...who was the offender? Screenshot? Banned...and a response saying "Sorry we cannot recover your account". So, if my ticket is being ignored because I didn't provide a valid email linked to the account I call bs.

 

So, my question is...have the staff received my ticket? And is the information I provided enough? Is there more you want from me? I prefer not to share my ID and character names here please send me a direct message if you want more information.

 

Thank you

[Brandon]

Hello,

I understand your frustration with this issue, but I assure you; if you submitted a ticket; we received it. We don't "ignore" any tickets.

We receive up to 30~ tickets every single day for account recovery alone, and every single ticket requires an administrator to manually verify information by digging through all our audit records and other data sources.

We're a very small team (2 administrators, and 1 game master), and we handle game development / content creation, moderation (game, and forum), server/hardware maintenance, etc, while also processing the large amount of tickets we receive.

The ticket system has a backlog to process due to the volume of requests, and we process them in order of that they were received. Your ticket will be processed as soon as possible.

Thank you.