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Ghostsaker

Issues with log-in and Technical support

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[LSBK]
[LSBK]
Players
10 posts
4,717 battles

Hi All,

 

 I would like to ask a serious question that is incomprehensible (not undersandable):

 
 

My friend and clan mate DonTiti had a letter at the beginning of the last week (04.02.2019) from WoT Support Team regarding "unusual login" and for that and for his safety his account was/is closed. (he created his WG Account when World of Tanks was released. In 2015 when World of Warships was released he inmediately started to play with it and visited World of Tanks only 2 times during the period from 2015 to 2019. A little technical issue appeared on his laptop in November of 2018 and sent the laptop to service and he got it back in January of 2019 and during that time he played WoWs from another laptop) In the letter he got (the letter also got a ticket number of the issue) the WoT Support Team asked him for evidence of payment, and another e-mail address that cannot be bonded to WG. He sent back a confirmation of purchase that he got from the WG Premium Shop after his last purchase, but the WoT Support Team replied that is not good and they asked for a bank account transfer proof. He searched that detailed bank account transfer and sent it. The Support Team replied that they need an older one (they asked for a payment proof in July of 2018) He searched for it and sent it (both the confirmation of purchase from the WG Premium shop and the bank account transfer too) but they wrote that it is not enough, because they can't make it sure that the account is his and they closed the "ticket" and his account remains closed.  He also asked the WoT Support Team that what will happen to his Premium Account Time while he is closed out, but hte Support team replied that his premium time ended 25 days earlier which seem strange because he finished the missions for Prinz Eithel with Premium Account on 10/11 January of 2019. Of course because his account is closed he can not log into his WG account tho search for the invoice section of that payment as well.

 

Maybe some of you can explain to us why is the confirmation of purchase from WG Premium Shop not enough to prove that it is his account? (On the confirmation there is the users name, the amount of  the payment, and the order number and transaction ID - both generated by WG - On the bank account transfer of that payment there is only the date, the amount of money and in the details section there is: Wargaming and the payment amount.)

 

If I read it right it is in WG Legal Documentation and in the Terms of Service at section 8.2. d.) of Virtual Goods:

" d) In case we accept your order, we will directly thereafter credit the purchased Virtual Goods to your Account and we will charge you via the selected payment method. You will also receive a confirmation of your purchase via e-mail, containing the contract details (the “Purchase Contract“) and these Terms of Service. Other than that, we will not store the Purchase Contract text and wording and it will not be accessible to you after conclusion of the Purchase Contract."

 

After reading the WoT Support Team's letter the confirmation of purcahse can not be used to prove that it is the purchase of my account?? I think that the WG account name bonded to an e-mail address and in the case of purchase the Premium Shop sends the confirmation of purchase to that e-mail address.  The order number which is generated by the Premium Shop could be tracked back and it should contain the informations that who (user name) purchased, what was purchased, when was it purchased, how was it payed (via bank transfer, PayPal, etc). And bescasue of this we do not understand what else proofs, evidences needs the WoT Support Team to give his account back - I do not think that someone will use his WG Account Name to open and uphold a bank account.

 

If anyone can help us somehow, we would be very thankful.

 

Thanks for your patience and time.

 

 

 

Ghostsaker

 

 

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Beta Tester, In AlfaTesters
821 posts
9,777 battles

I would suggest that he provides the oldest proof of purchase that he can find, such as if he has anything from back in 2015. The proof will most likely need to come from a period of time prior to when they suspect any account sharing occured.

 

The emails include unique identifiers such as order number and transaction ID, etc, that any illegitimate account user would not have, but he must send them from a different email address if I understand what they are asking by not using an email address not already "bonded" to a Wargaming account?

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[LSBK]
[LSBK]
Players
10 posts
4,717 battles

With the help of MrConway - who asked the support team to double-check my friends issue - the problem solved. A Happy End :)

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