What happened is he was waiting for your hit you see by the timing they were ready and waiting this is the thing with sending a siege although they hit Harder they open you to the reprisal attack that is avoided when you send a raid. Do you have a few screen shots of the hit that  your troops  made when you hit him?

You can see he just sent all his Off didn't edit out any troops such as the thieves 

Hello.

Yes you're right, siege hit harder and there is associated risk. I know this for sure.

But even knowing that we have still always a few seconds between the hit and the attempt to break the siege I always do this in a very couple of seconds.

Here, The besieged castle even did not appear in my garnison and it lasted long seconds. far too much taht gave my opponent enough time to liberate.

My opponent was logged in, yes. But my troops never appeared in my garnison so I had no chance to recall them.

Do you need other screenshots? 

Looking forward to hearing from you that this latency / bug can be repaired,

Best regards,

Olivier

Hi Christine,

No there was no sorcery spell. Neither on my castle nor on opponent castle,

Regards,

Another thought into this is your internet connection may of not been optimal as I often notice when my service at time fades in and out it has a detrimental effect on showing hits on time

Hello !

If you consider there is a bug with this element, please provide us with more detailed steps to reproduce the issue.

Hi,

I have not experienced any internet lag during my "event". No freezing of the time counter for instance. It was always possible to change pages (in garnison page for instance) 

Until my troops besieged the castle, there was no issue - (I had opened my garnison page around 15 seconds before my siege arrived to recall my troops as quickly as possible, as I always did before).

I knew that my attack was succesfull since my troops count was quite the same when my time counter arrived to zero.

But when my attack time counter came to zero, nothing new appeared in my garnison page: no new besieged castle / fief (other than the one I had already) in my garnison page. At this time, I was still able to change pages in my fiefs pages, no lag.

But no way to recall my troops. 

It lasted until I saw the pop up on the bottom right side of my screen with the broken siege. I saw at this moment that my troops counter was well lower than before my attack since my troops were mostly defeated on the castle liberation.

In the tracking page, I saw that the troops were on their way back to my castle.

I cannot say more, except that for a couple of seconds, I had no trace of my troops when besieging the castle.

So yes, I consider this as a bug, or at least as an abnormal situation, during which I totally lost control on my troops - and my troops were killed during this time. 

What can I provide you with in addition to this description?

Thank you for your support. Regards,

Olivier

At this point, the bug has not been confirmed. We could not reproduce such a situation. 

I am afraid we will be able to investigate this situation further only if we receive new details that would help us to reproduce the issue.

Hello.

Tell me please what you need to make this further investigation.

All I know, I told you.

This occurence happened and I had no control / no tracking of my troops for enough time to have my offense killed.

I'm used to play this game (5years 1/2) , when I loose my troops on fair battle or my own mistake, I accept it, and I rebuild.

The way I lost my troops upsets me because it was no linked to the game itself.

I understand you try to reproduce the occurrence, please tell me what you need and what you intend to do,

Best regards,

Olivier

ogadan said:

Hello.

Tell me please what you need to make this further investigation.

All I know, I told you.

This occurence happened and I had no control / no tracking of my troops for enough time to have my offense killed.

I'm used to play this game (5years 1/2) , when I loose my troops on fair battle or my own mistake, I accept it, and I rebuild.

The way I lost my troops upsets me because it was no linked to the game itself.

I understand you try to reproduce the occurrence, please tell me what you need and what you intend to do,

Best regards,

Olivier

They intend to do nothing unless you can provide new evidence (which they know is impossible)

The onus is always on plarium's customers to prove that a bug exists

There are many glitches, freezes and time-outs in this game, but nothing that can be considered a 'bug'

I tested this function and suffered a 2 second delay before units appear in garrison, but I was probably lucky
Any large scale battle involving spirit wardens and champions would be likely to take much longer
It often takes 8-10 seconds to open my own catacombs

Caveat emptor  http://prntscr.com/meyufs

Agent Helga said:

At this point, the bug has not been confirmed. We could not reproduce such a situation. 

I am afraid we will be able to investigate this situation further only if we receive new details that would help us to reproduce the issue.

Hello Helga,

Can you please keep me in touch of what you need and inform me of your investigation and resolution of the experienced lag?

Regards,

Hello again! 
As I already mentioned in my first reply, we already performed an investigation. 

There were no server issues and following the information you provided, we found no bugs.

The solution is this one: I am unable to compensate for the loss since it wasn't caused by a bug in the game.

About the new details, I am not sure what else would help. If you or somebody else faces a similar issue again, attach as much information as possible and we will check again.

Hi again,

This was not clear for me.

What I understand is that you never intended to try something. You knew it was quite impossible to demonstrate that there was a bug.

Because it was. A lag in the game and it made me loose my troops.

Sad to see this kind of "investigation".

I was used to buy from time to time some packages in the game.

I will not do agin in the future. You will only loose player after player.

This is a game where money is spent, and you even do not consider the players / buyers.

Olivier