First of all I would like to make a brief summary of my player profile:
My name is Chipi, I’m a Kor player and I’ve played about 1535h, although I’ve also played many more hours in the beta and even alpha. I’m the leader of the guild that dominates the union in Kor and a player who has never generated any problems or had any ban or report.
On 17/01/2022, without knowing how, someone accessed my steam (they hacked my account) even though I had steamguard activated and all possible security on my computer (updated antivirus etc etc). They manage to change the email address associated with the account as well as the password, phone number and so on. I realise that at midday, around 15-16h when I try to connect to new world and steam doesn’t allow me to access my account. I quickly start a chat with the steam team to recover my account as soon as possible, after a few hours, they answer me saying that they have changed all my data, that I have to enter my account and change it to be able to recover it. They must have installed a trojan on my account, with which they can access my email because if not it is inexplicable that even with steam guard activated, someone can hack my account so easily.
When I connect to my new world account I find that they have stolen all the gold I had in my inventory (about 30k approx) as well as all the asmodeum and materials I had stored in all the warehouses. Also, I’ve been moved around servers until all my pj transfer tokens have been used up and I’ve been left on a server called Lyonesse, without any tokens to be able to return to my home server, Kor.
Once I find out about this, I start a chat with the technical support, which for politeness and privacy I will not publish, but where I basically explain everything that happened and ask for a rollback of the same day at 14:00 which was my last connection and investigate where my money has gone and that person is banned. I do not ask for money or anything, just a rollback of my account, to return to Kor with my tokens to change server, my gold, my materials and my account as it was. In that chat I attach all kinds of evidence, the conversation with steam support, screenshots of the moment when I enter my account and see everything that happened, my logs of connection and disconnection from amazon etc etc and the support team generates me an incident number V525566458 and basically I’m waiting for a resolution.
In the meantime, as is logical, on my server life goes by without me being able to do absolutely nothing to help my guild.
After 6 days of waiting, I receive the following reply:
“they have told me that unfortunately we could not revert the account to the way you had it before, they have recommended us to create a more secure password to avoid this type of situation, since according to point 5 of the Amazon Games Code of Conduct we have to protect personal information”.
Basically that they can’t do anything, that I should put up with it and that the security of the account is up to me. How is that possible? They do absolutely nothing to help me, NOTHING. They leave me on another server, without a token to be able to return to Kor and they don’t even investigate the case, they don’t even go to look for the person where my money has gone, nothing, absolutely nothing. But the best part of the message is the following:
“On the other hand, they also indicated to me that they are going to investigate the player you mentioned “Chipi” to try to check if this person was the one who hacked your account.”
Really? They haven’t read ANY of the ticket generated? They don’t know that my character is the one called Chipi? It’s embarrassing
After a few days, of course without being able to play because I’m on a server that is not mine and also for fear that I do something that prevents the rollback by amazon, Amazon happens to give another server transfer orb which I take advantage of to return to Kor again with my people, with 0 gold in my inventory.
Is my situation enough for me to be disappointed with Amazon? Well, wait, here comes the best part…
Kor is dying, there are hardly any players daily and the competitive level is dropping drastically. The “big” guilds like us are migrating to other English servers where they are looking for competition and content. Today they are voting in my guild to change server, but I am condemned to stay because a hacker spent ALL my server transfer orbs and amazon does nothing to help me.
Is this fair?
I’m not asking anything to Amazon, I’m just asking them to keep the player in mind, that I’m a player with 1500 hours, not a random player, and that with things like this, you’re making me and my people, in the end, change to a server where the support and technical quality of the whole team is up to par.
I only ask that you please give me back my server transfer tokens. I don’t want to stay in Kor, alone and without my people.
Best regards, Chipi