User ID: 698671
Post ID: 184380
28 September, 2016, 12:41 PM UTC
We strive to provide a fun and stable environment for players to enjoy the game play. 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 designated e-mail letting 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 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 we 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 of 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 by themselves, constitute harassment. Some players are predatory - and this is simply a game-play decision. We recommend using our Forum for reference to official policies as well as communicating with senior members of our game community for defensive tips and strategies. You may also wish to focus on forming alliances or joining a larger Brotherhood to defend yourself.
When attacks are accompanied by verbal abuse, threats of physical harm, profanity, racism or any other language or behaviour 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. Forward the threat directly to local law enforcement.
In non-critical situations we ask that you report these situations to the offender’s Brotherhood Leader, designated game community administrator, or to Plarium Staff directly via our Help Desk ticketing system. These cases will be investigated on a case-by-case basis and dealt with accordingly. We ask that you take steps not to engage in baiting behaviour, 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 Brotherhood Leader to report 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 Staff 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:
• First a warning will be issued against continuing the offending behavior
• Continued behavior will result in the offending party being banned from using in-game messages for 3 days
• Continued behavior will result in the offending party being banned from using in-game messages for 3 weeks
• Further violations will result in the offending party being permanently banned from using in-game messages
Furthermore, we reserve the right to terminate or suspend the offending party’s ability to send messages or to access any or all of the Games at any time.
The following are examples of Brotherhood 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 Brotherhood 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.
The easiest way for people to access your account and personal information is by gaining access directly to your Social network account and/or your Plarium.com account. Follow these guidelines and they will help you keep your account secure.
Social network account and Plarium.com 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 game-play 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 wilful use of these game errors or bugs will be construed as Malicious Behaviour and be penalized accordingly - regardless of whether this course of action resulted in financial loss or an unfair game-play over other players.
This includes any wilful attempt to compromise the security of our users, servers, or gaming environment. This may include, but is 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 behaviours, 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 use the following procedures: gather evidence -- be it screenshots, location in the game, etc. -- and then send this in an e-mail to the designated Plarium Support e-mail address or through our Help Desk ticket system. 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 the spread of inaccurate or incorrect 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. From a Seven (7) day Game Account Ban to a Permanent Ban
Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium