By using Plarium’s Services players agree NOT to have more than one account at any given time, and shall not create an account using a false identity or information, or on behalf of someone other than themselves.
Players found to be in violation of this policy will receive disciplinary action. Their alternate accounts will be permanently blocked without notice, though they may retain access to one primary account at the discretion of the Plarium Customer Support Team contingent upon a commitment to create no further accounts in the future. Additional violations may result in permanent banning from the game.
We understand that multiple players may share the same IP address. These players may still need to prove they are different people. If you have had your account blocked due to suspicion of multi-accounting, you must individually contact our Support Team for us to determine the authenticity of your account.How to Report Multi-Accounts.
When reporting multi-account abusers, we ask that all our players use the following procedure: gather as much evidence as possible -- be it screenshots, links to profiles, locations in the game, etc. -- and then send your report to our HelpDesk at http://support.plarium.com. You can also use the designated threads on our official social boards.
We carefully review all of these reports, and sometimes this can take a bit of time. We ask for your patience.
Please note that in some situations we may be unable to tell you the specific outcome of our investigations, as it may violate the privacy of our users.
We strive to provide a fun and stable environment for players to enjoy the gameplay. Unfortunately, technical issues can occasionally arise that may disrupt the game service. While we cannot prevent all such possible issues, the Support Team strives to help players who experience technical problems as quickly and efficiently as possible.
If you experience a technical issue while you're playing and some loss have occurred, you may contact Support Team via this link http://support.plarium.com and let us know what happened. Please provide the screenshots, detailed description of your issue and your request. We cannot accept player claims without supporting documentation as definitive evidence for these cases. When we receive a request for reimbursement, a Support Team member will review your request, verify the details, and take the appropriate action at the sole discretion of the Support Team and Support Team Supervisor.
No Plarium employee outside of our designated Support Team is authorized to reimburse you or appeal the team’s decisions. This process also delivers important feedback to our development team about possible glitches in our game system that helps us improve the game.
As a rule, reimbursements will not be given by Plarium unless the Support Team is able to verify that the loss occurred due to a game irregularity outside of normal gameplay, primarily as the result of a documented bug or server error. All reimbursement requests must be sent within a week (7 days) from when the loss occurred. After that time, Parium will not provide reimbursement.
Issues which are NOT considered valid for reimbursement include, but are not limited to, the following:
No guarantee of reimbursement is given or implied through the policies outlined here. The Customer Support team must investigate each case and reimbursements are given on a case-by-case basis. Plarium will at no point provide cash refunds, and will reimburse only with game currency or virtual products at their sole discretion.
Spamming with petitions or e-mails requesting reimbursements or giving false information in an attempt to have compensation is not permitted and may result in disciplinary action being taken against your account.
This game is meant to be highly competitive. One result of this is that users often become highly emotionally invested in the gameplay. We ask that all users treat each other in a manner that keeps the game fun and safe, and hope that you will treat each other with a sense of sportsmanship and respect.
That being said, as a real-time massive strategy war-game, conflict is part of the experience. We'd like to take a moment to clarify where we define the line between gameplay and harassment.What constitutes Harassment?
Any gameplay interactions that fall within the permitted game dynamics, rules, policies, and content guidelines are considered "fair game". Even multiple successive attacks by other players do not, in and of themselves, constitute harassment. Some players are predatory - and this is simply a gameplay decision. We recommend using the Plarium wiki (wiki.plarium.com) and members of our game community for defensive tips and strategies. You may also wish to focus on forming alliances or joining a larger Clan to defend yourself.
When attacks are accompanied by verbal abuse, threats of physical harm, profanity, racism or any other language or behavior that violates our policies, then this becomes a different matter. If you feel that you are under an immediate credible physical threat, do NOT contact Plarium first.
In non-critical situations we ask that you report these situations to the offender’s Clan Leader, designated game community administrator, or to Plarium Staff directly. These cases will be investigated on a case-by-case basis and dealt with accordingly. We ask that you take steps not to engage baiting behavior, avoid escalating the situation, and keep detailed records of suspected harassment.How do I avoid player harassment?
There is a game feature that can be utilized to help avoid emerging player harassment situations. Use the “Block User” command while reading your Mail messages. The simple use of this command will effectively eliminate the messages of the specified player on your blacklist and in most cases end a potentially unsettling incident.
You may also contact the player’s Clan leader to report about the issue.How to report harassment.
If you have taken all precautions as described above, and still feel you are being victimized, you can report this to our Support Stuff with supporting information and screenshots. We will then review the incident to the extent of our available resources, and may request further evidence or contact the other party. If a player is found to be violating the harassment policy, they will be:
The following are examples of Clan names that are NOT appropriate for the game. Some names that do not fall within one of the examples below may still be inappropriate. Plarium Support has final say over what constitutes a violation of the character naming policy.
Names found to be in violation of this policy may result in warning, sanctions, or be subject to alteration without notice. When selecting a clan name, please consult our posted guidelines. If you are unsure as to whether a name is appropriate, please feel free to consult Plarium Support Representative.
We take all threats to the integrity of our players’ personal and account data, our playing community, and our intellectual property extremely seriously. We will do everything possible to ensure a safe and secure environment for our users and for our business and appreciate your assistance.Social Network
The easiest way for people to access your account and personal information is by gaining access directly to your social network account. Following these guidelines can help you keep your account secure.
Social network account security is the sole responsibility of the account holder, and Plarium claims no responsibility or liability from any losses or damages incurred as a result of compromised login information or third party security lapses.Glitches and Bugs
While we strive to ensure the quality and integrity of our game, there may occasionally be bugs, glitches, and programming errors that enter the live gameplay servers. If you encounter what you suspect to be a bug, glitch, or error, please report it to Plarium Staff immediately as it may constitute a security risk.
In situations where a game error can be exploited in any way that compromises the intellectual property rights of Plarium LTD, any willful use of this game errors or bugs will be construed as Malicious Behavior and be penalized accordingly - regardless of whether this course of action resulted in financial loss or an unfair gameplay over other players.Malicious Behavior
This includes any willful attempt to compromise the security of our users, servers, or gaming environment. This may include, but it not limited to, the use of exploits, hacks, cheats, third party software, interference with financial transactions, or the malicious targeting of Plarium or user computers or networks. To help us combat these abuses, we rely on the assistance of our players. If you encounter an individual who appears to be engaging in any of the aforementioned behavior, please report them to us immediately for investigation.How to Report Security Violations
When reporting any suspected Security Violation we ask that all our players to use the following procedure: gather evidence -- be it screenshots, links to profiles, location in the game, etc. -- and then send your report to our HelpDesk at http://support.plarium.com. We carefully review all of these reports, and depending on our volume it may take some time for us to get back to you. We appreciate your patience.
Please note in some situations we may be unable to tell you the specific outcome of our investigations, as it may violate the privacy or security of our network or affected users.
We ask that you please DO NOT report these issues on the forums, post links to third party software or files, or send PMs or emails to any other address as this may result in the propagation of embedded viruses or malicious software, the exploitation of impacted users, and spread inaccurate information. By directing all Security Violations through one designated channel, we will be better able to respond to these issues in a thorough and timely manner. We reserve the right to close or delete all threads that discuss Security Violations as we coordinate an official response.Violations and Penalties.
|Engaging in, promoting, or encouraging any illegal activity including hacking, cracking or distribution of counterfeit software.||1st offence – 10 days Account Ban. 2nd - Permanent Account Ban|
|Advertising websites that contain hacking/cheating programs and procedures; Sending an email falsely claiming to come from a legitimate source in order to steal confidential information to commit fraud and/or theft.||1st offence – 10 days Account Ban. 2nd - Permanent Account Ban|
|Exploiting any bug to gain unfair advantage in the game. Communicating information on how to exploit such a bug (either directly or through the public posting) to any other user.||Seven (7) days Game Account Ban|