Refund Policy 11/21 Updated

[[VIP]Fire]

So, Is this refund policy a joke? My old phone broke so I had to purchase a new phone, i sent a ticket in for an account change over with all the info needed, after three days i was told it would be looked at. I never received a response. After a week I requested for a full refund because all purchases were made within two weeks of when my account was "lost" so i never even got to use it really. Already upset with the service I just was going to cut my losses and give the game another chance and start on a new server, Ember replied saying refunds cannot be processed by the game and had to be done through apple. When contacting apple they tell me game refunds are done individually game by game and if you have the transaction tickets they can process it for you. I send a message to Betty requesting the refund and offering any information required to process these as the forums states and this was on 11/20 which has still not been answered. Is this how VIP players are treated? If I can get this taken care of I will consider starting on the newest server available because all in all i enjoy the game, the staffing just needs to improve their customer service.

[DontBeStupid]

So, Is this refund policy a joke? My old phone broke so I had to purchase a new phone, i sent a ticket in for an account change over with all the info needed, after three days i was told it would be looked at. I never received a response. After a week I requested for a full refund because all purchases were made within two weeks of when my account was "lost" so i never even got to use it really. Already upset with the service I just was going to cut my losses and give the game another chance and start on a new server, Ember replied saying refunds cannot be processed by the game and had to be done through apple. When contacting apple they tell me game refunds are done individually game by game and if you have the transaction tickets they can process it for you. I send a message to Betty requesting the refund and offering any information required to process these as the forums states and this was on 11/20 which has still not been answered. Is this how VIP players are treated? If I can get this taken care of I will consider starting on the newest server available because all in all i enjoy the game, the staffing just needs to improve their customer service.

If u had gotten ur refund, u would go and invest it on a new server?

[Broga]

Account ID: 1543865
Server ID: 6 / Machinist
Player Name: Broga
Order ID: 4F950B34470B427D

Greetings, I accidently purchased gems at 30-11-2014 and 06:56 time. I gave order id at information above. I don't mean to buy it. It's not my credit card. So please cancel that order and payment. Take everything i gained with that purchase. Please help me to solve my problem. I'll be happy if you contact me sooner.
Best Regards

[Gox]

There should be no refunds! Im Vip5 but i took lots of beatings in the arena and booty cave from ppl with higher vip than mine, so why should they get their money back? Their strong heroes affected many players gameplay in a negative manner, they have been affected by a bug and now they get full refunds? Are the rest of the players being refunded with the gold/gems that we lost because of the people now requesting refunds? They had the gold and the glory so in my opinion they received what they payed for! It will not be fair to the ones not requesting refunds that those requesting refunds to get that gold, heroes and glory again on the same money!!! Sorry for my bad english language!

[paisit]

Request for refund

Server 5
Account id : 1371272
Team id : abegel
Team lv : 72
vip 13
e-mail : paisit3@yahoo.com

I want to refund this IAP because of Server problem that make Double items and soulstones for someone then DEV decided to roll back BUT problems not solve at all. Some player still receive a bug items so It's not fair to normal player that don't receive any advantage from this bug right? It's take a long time to collect these items and this not first serious bug from this game.

[Darkweaver]

Account ID: 5639317
Team ID: kamikiri
Team Lv: 49
Time of Problem: 7 Dec
email: bryantanth@gmail.com

Hi moderator, I would like to request for help regarding my problem. I lost my phone on 7 Dec, and afterwards received charges on my iTunes account towards Heroes Charge which i did not authorise. As all my important information is stored on my phone, i suspect the person who picked up my phone abused my CC and use it to purchase a lot of other stuff as well. I have deactivated my card afterwards, and received charges towards this game amounting to $310 which i did not authorise. I understand there is no refund policy, but my case is due to loss/theft, is there any way to help me out? I have already written in emails to iTunes to no avail and via in game support to no avail as well.

Thank you.

[Panchilot09]

Good evening Ucool,

I just want to make a report about an "accidentally spent gem" on the GodFather merchant. As you can see in the photo, i accidentally purchased "Gullak Aertahn" for 1.3k gems. Gullak Aertahn is a purple+3 items, as you can also in the other picture, im only level 68 and there is no way that i needed that item for me to purchase it. Im just a low vip player, and im not a big spender in this game, thats why 1.3k gems is a very big lost for me. I hope that you can help me get back my gems, and give back to you the item that i accidentally purchased. Hoping for your feedback and have a nice day.

" how can i post the picture in this section?". I just have to show it for more evidence

Account details

Server 37
Name: [WAR] One
Level 68.

I already sent a report to support@ucool.com, let me know if the given address is right.

[Dr1307]

Server: 38

Character Name: +++Deniz.07++

Account ID:5513858

Device(optional): İphone5 ios

Estimate Time of Problem: Gemsnot come!!!!!

Problem Detail: I bought the Gems in game 01/01/2015 5 times for 209.99 Türkish Lira but its not come ı wait all ready 8 days please fixed this. when not I will be complaining. I pay for thıs game every monht. when not ı want my money back. thank u.

[Anonymous Low]

Hi Emberblade,

This is my last resort as i have no choice but to seek help from you as i would like you to help me in crediting back the money i spent on this game to solve the financial problems i faced recently. Its fine with me that you delete my account completely after these refunds for fairness. Thank you and i hope that you can help me with this small little request and reply me as soon as possible and so sorry for the inconvenience caused.

Account ID: 8808322
Current server: 58 Corvus

Order number: 12999763169054705758.1372685974160126
Order date: Feb 7, 2015 1:17:10 PM SGT

Order number: 12999763169054705758.1344760514126754
Order date: Feb 8, 2015 5:32:58 PM SGT

Order number: 12999763169054705758.1333037874251005
Order date: Feb 8, 2015 5:29:39 PM SGT

Order number: 12999763169054705758.1301319223291304
Order date: Feb 8, 2015 5:25:43 PM SGT

Order number: 12999763169054705758.1394712817518244
Order date: Feb 19, 2015 11:38:40 AM SGT

Order number: 12999763169054705758.1322073037008450
Order date: Feb 20, 2015 6:20:12 AM SGT

Order number: 12999763169054705758.1389730182443718
Order date: Feb 21, 2015 9:46:42 AM SGT

Order number: 12999763169054705758.1328580120076525
Order date: Feb 22, 2015 1:31:23 PM SGT

[Anonymous Low]

Hi Emberblade,

This is my last resort as i have no choice but to seek help from you as i would like you to help me in crediting back the money i spent on this game to solve the financial problems i faced recently. Its fine with me that you delete my account completely after these refunds for fairness. Thank you and i hope that you can help me with this small little request and reply me as soon as possible and so sorry for the inconvenience caused.

Account ID: 8808322
Current server: 58 Corvus

Order number: 12999763169054705758.1372685974160126
Order date: Feb 7, 2015 1:17:10 PM SGT

Order number: 12999763169054705758.1344760514126754
Order date: Feb 8, 2015 5:32:58 PM SGT

Order number: 12999763169054705758.1333037874251005
Order date: Feb 8, 2015 5:29:39 PM SGT

Order number: 12999763169054705758.1301319223291304
Order date: Feb 8, 2015 5:25:43 PM SGT

Order number: 12999763169054705758.1394712817518244
Order date: Feb 19, 2015 11:38:40 AM SGT

Order number: 12999763169054705758.1322073037008450
Order date: Feb 20, 2015 6:20:12 AM SGT

Order number: 12999763169054705758.1389730182443718
Order date: Feb 21, 2015 9:46:42 AM SGT

Order number: 12999763169054705758.1328580120076525
Order date: Feb 22, 2015 1:31:23 PM SGT

[Yomamaz]

Server 75: Bokka
Account name : Yomamaz
Account Id: 11331370

This game is far too glitchy and I have come to find that the servers are full of partial or complete refunds. Please refund all purchases.

I was under the impression when I began this game of a level playing field. After several months on investment both with time and monetarily I find out that my superiors and equals on the server had most or all of their investment refunded. I no longer wish to continue with Ucool please delete and credit account in full. The game is far too buggy and superfluously unfair.

[Quivira]

Wait till they find out the refund is only for the last 14 days..then they would go omg..but i didnt buy anything last 14 days and bam account got deleted..rofl

Then they'll start begging for it to be reinstated..which will be declined since they are addicted..then it will be new server...

Oh....only for last 14 days? Really? Are you sure? Need to know. Thanks!

[Quivira]

I thought Ucool's policy is Full Refund if Unsatisfied? No questions asked?

[Scarred]

Nevermind... got my account back

[Rameyc]

Request for refund

Server 5
Account id : 1371272
Team id : abegel
Team lv : 72
vip 13
e-mail : paisit3@yahoo.com

I want to refund this IAP because of Server problem that make Double items and soulstones for someone then DEV decided to roll back BUT problems not solve at all. Some player still receive a bug items so It's not fair to normal player that don't receive any advantage from this bug right? It's take a long time to collect these items and this not first serious bug from this game.

You are a pussy Ass bitch haha get fucked