Has support gotten back to you at this point? Or do you still need help? Normally it just takes a couple days to get really moving on these.

Four weeks ago I ordered a package contenting chicken, which was limited to only one for a price of 19.99
USD. The ordering process was laggy, I stared at the sandclock for about ten minutes, then quit and tried again. Two hours later I noticed that I have recieved the one package I wanted to order, but the amount was five times charged from my creditcard. Xolla itself noticed only once that there was somthing wrong and  they gave me a refund for one of the four unauthorized payments. 

Several times I wrote to the support of Plarium and Xolla as well, and the reactions range from lousy to
none. Plarium told me that my issue was sent to second level support, a short while later I read that my case was closed and I could give a feedback on how satisfied I am.  

From Xolla I recieved the following answer: "Unfortunately,
our security system detected your latest payment as atypical, and we instantly refunded the payment back to you. Please note that this refund may take up to 10 days to process. Thank you for your patience and understanding".  

It seems that no one even read my message, in which I stressed, that my issue is not about the refund, but
about the still three times overpaid package - 59,97 USD. The debit documents were attached. Oh, and I also had the opportunity to give a feedback on how satisfied I am ;-) 

After several emails, Xolla finally checked my case today and found that something had indeed gone wrong. A refund was announced. 

The reaction from Plarium a few hours later: My account was banned due to alleged fraud - without prior contact during 4 weeks, without an attempt at clarification beforehand and, above all, without a response to my messages. 

 I am stunned by such treatment and have enormous doubts about the way the support works. Thank you, Plarium!   

Hi Zorsha. Both Harbby and I have reached out to you in your other thread. Did you ever get back to Harbby so that we could try and help? If not, please DM me and I'll see what I can do.

My friends account was hacked !!!! 

Im a clan leader one of my clan members was hack his Player i’d is removed um#  pls help him fix account he cant log in we need him for cvc soon he spends big money on your game !! tickit number is  3877331

There is nothing we can do unfortunately, I removed the um# from your post. 

Support is going to be away for a while since they are in ukraine. 

Thx ) ill tell him and its sad  about Ukraine we are praying for all people there.

Dear Plarium,

7 days without a resolutiom and not even a reply to address my concerns besides canned responses.

I understand the issues in Ukraine and fully support those people struggling with their lives...

But can you at least update your customers and ensure a minimum of customer support is provided?

The recovery of an account number should not prove this difficult given the fact that qll info was provided and there should be a CRM system to use.

I would appreciate feedback on this matter.

How many times have you emailed them, and they you? 

I have emailes them daily, at leats once.

They have replied a couple times without ETA or updates stating there are too many tickets

8 days later, I receive a canned response asking me for exactly what I already sent.

I may make it back for the Christmas fusion event!

Waiting As Well  5 days for me.

Thanks to Pralium I`ve taken my account back. Thanks to the support team and everyone involved.

I have been trying to resolve my support issue for 5 days, I created a ticket because my account has been hacked, someone came in and linked their Facebook and Apple ID and deleted all my legendary and epic characters. I sent the requested information (receipts, registration date, location...) and the response was an email with a link to reset my password in case I had forgotten it, I haven't heard anything for 2 days, I'm losing faith that reestablish my account

Im  waiting  and  waiting  to  get  my  account  back.  Others  get  their  accounts  back  after  a  day.  Im  waiting  a  week  now!  

This happens from 2019, support just sucks! 

Their excuse now is "war" but they suck at support from 2019.

As I know you can be in United Kingdom and work as employer support on a laptop or pc, no need to be in Ukraine, so support you better start do your job 

Think  the  same.  Every  gane  wirh  that  much  players  do  have  lots  if  employees....  i  played  another  game  for  a  long  time.  If  you  had  troubles,  support  solved  it.  To  get  an  account  back  you  only  had  to  wait  15-30  minutes.  Employees  all  over  the  world  helped  you...  i  dont  know  for  what  they  take  money  in  this  game....  its  a  shame

It's a shame, the uncertainty of knowing if you will be able to recover your account that you have treated with so much love, checking your email every day and at all hours to see if they have answered you... it is agony

day 16 no help got hacked account stole whatever changed password after authenticator deleted game uninstalled game cant find email linked to plarium id i have plarium id problem is theres nowhere to just put in my plarium id and have you guys restore my game i spent alot of time and a boatload of money im frustrated   basically just pissed 

i dont want another automated responce that tells me to do sopmething that doesnt work i want to talk to somebody im tired of making tickets

waiting for 4 days so far n counting, looking to the other msgs i am a bit worried, seems like support is slow or underfunded