Disappointed

Hello fellow Warmane community members. I come here to plead my case of disappointment in how the Warmane staff is handling my most recent donation as it resulted in a ban for fraudulent donation on my behalf.

My disappointment comes at the fact that I had donated before and I am a contributor/premium account holder ever since I joined Warmane. I was simply donating with a different card, a Discover card, through PaymentWall.

A few minutes after I donated, bought my in-game items, and then re-logged into the Warmane website to check my coin balance, a message saying that my account has been terminated for fraudulent donation popped up, and my in-game account was banned as well.

I have since made a ticket, that has been open for over 6 hours now describing my situation, telling them that I have donated in the past and it went smoothly.

First off, I am disappointed that apparently Warmane/PaymentWall do not accept Discover when it is on their PaymentWall donation tab next to the Visa and MasterCard logos, which is very misleading.

Second off, the donation amount was TAKEN from my Discover account which means that SOMEONE has the money yet I am the one who has to contact my bank, PaymentWall AND Warmane to get this fixed.

Third, the fact that the system auto-bans these "fraudulent" donations attempts is very faulty. What it SHOULD do is create a pop up notification for the staff, and then MAYBE they would check their tickets sooner as well. Instead of automatically banning an account for fraudulent donation, an INVESTIGATION and INQUIRY needs to be made BEFORE jumping to conclusions about the payment.

Fourth, the response time and the way I feel as a CONTRIBUTOR & SUPPORTER of this server is disappointing because there is not ONE staff member to at least let me know that my situation has at least been read about and it will be processed; you would think that Fraudulent Donations cases take the highest priority as it means Warmane would be LOSING MONEY if they were legitimate.

So, what is YOUR advice to me? Yes it HAS been less than 24h since the ban was received, BUT, as a donor you would think that the staff would try to be more diligent in terms of serving and servicing tickets from those who literally keep the server alive.

Im sure mr smyth will look at it and check it as best he can and will get back to you as quick as possible but remember sometimes the sheer number of tickets and ticket queue means that its almost impossible to service tickets instantly. If you get an unsatisfactory answer id suggest try pming edifice or kaer as they seem to be the main staff here as far as i can tell and if all else fails and you still not happy try getting your bank to issue a chargeback.

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Originally Posted by THETRUTHFINDER

Im sure mr smyth will look at it and check it as best he can and will get back to you as quick as possible but remember sometimes the sheer number of tickets and ticket queue means that its almost impossible to service tickets instantly. If you get an unsatisfactory answer id suggest try pming edifice or kaer as they seem to be the main staff here as far as i can tell and if all else fails and you still not happy try getting your bank to issue a chargeback.

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While I don't know how their ticket system is organized, I'd at least hope that if they organize it by contributor/non-contributor or at least the classification of ticket such as ban appeal vs. normal ticket that they would be assigned priorities. It just sucks because I am the one trying to solve the problem that was not created by me. It should either be Warmane trying to get info from PaymentWall or vice versa because all I know is the money that I donated that is literally floating in mid-air right now is NOT in my account and I have statements to prove it. If this is the case I will issue a chargeback for all of my donations up to date.

EDIT: And until they solve the problem between them, MY account shouldn't be frozen/banned as I did nothing wrong. They are literally taking everything out on me, banning my account, AND my money is gone. It is *****ic.

I think that they are either real busy today or today is their day off. Either way that sucks, but we both know it will be sorted out in the very near future. Pending the legitimacy of your claims, which dont sound out of the ordinary. This serves as a great example as to why other donors in the future should try and stick with a consistent payment method. Good luck!

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Originally Posted by Psychotic

I think that they are either real busy today or today is their day off. Either way that sucks, but we both know it will be sorted out in the very near future. Pending the legitimacy of your claims, which dont sound out of the ordinary. This serves as a great example as to why other donors in the future should try and stick with a consistent payment method. Good luck!

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While other future donors should try to stick to consistent payment methods, Warmane & PaymentWall should also do their parts in letting prospective donors know what forms of payment are accepted and what aren't. I hope no one else goes through the headache I am currently going through. Thank you for your reply.

I understand your frustration but all tickets are given the same ammount of attention so i dont think theres a priority list i maybe wrong. Wait for an official answer is best and try to stay calm for now i know its hard but you can do it !!! :)

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Originally Posted by razr390

While I don't know how their ticket system is organized, I'd at least hope that if they organize it by contributor/non-contributor or at least the classification of ticket such as ban appeal vs. normal ticket that they would be assigned priorities. It just sucks because I am the one trying to solve the problem that was not created by me. It should either be Warmane trying to get info from PaymentWall or vice versa because all I know is the money that I donated that is literally floating in mid-air right now is NOT in my account and I have statements to prove it. If this is the case I will issue a chargeback for all of my donations up to date.

EDIT: And until they solve the problem between them, MY account shouldn't be frozen/banned as I did nothing wrong. They are literally taking everything out on me, banning my account, AND my money is gone. It is *****ic.

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The ticket system is organized essentially the same way as the tickets are submitted. That's what the selection categories are for.
Accounts are banned on a basis from what the situation appears to be on our end. We can't know what's happening on your end, and that is the whole point of the ticket. You'll need to be patient and wait for the response. I'm sure everything will get sorted.

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Originally Posted by THETRUTHFINDER

I understand your frustration but all tickets are given the same ammount of attention so i dont think theres a priority list i maybe wrong. Wait for an official answer is best and try to stay calm for now i know its hard but you can do it !!! :)

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I'll do my best, haha.

It's just an unfortunate situation mainly because I have no idea where my money is. Thankful for chargebacks, but I would rather this be a lesson not only for myself, but for future donors, Warmane staff, and all of the companies who transfer funds between the donors and server.

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Originally Posted by razr390

I'll do my best, haha.

It's just an unfortunate situation mainly because I have no idea where my money is. Thankful for chargebacks, but I would rather this be a lesson not only for myself, but for future donors, Warmane staff, and all of the companies who transfer funds between the donors and server.

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But also warmane have to protect themselves also from the try hard scammers and other types of people and believe me some people will try anything to try get free **** no matter how absurd it sounds. Just have a little more patience and im pretty sure it will all be resolved and you be fighting again in no time . ;)

Donors tickets should take priority over everyone else. Yea, I said it.

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Originally Posted by Sapphire

The ticket system is organized essentially the same way as the tickets are submitted. That's what the selection categories are for.
Accounts are banned on a basis from what the situation appears to be on our end. We can't know what's happening on your end, and that is the whole point of the ticket. You'll need to be patient and wait for the response. I'm sure everything will get sorted.

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I appreciate your reply, and hopefully this gets sorted out soon. I don't like having my money floating in thin air, and I am sure anyone in my shoes would feel the same way that I do in terms of simply how it just feels like false accusation, etc. I know it is not but it is just unfortunate. Thank you again.

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Originally Posted by Sanecorez

Donors tickets should take priority over everyone else. Yea, I said it.

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I don't mean to sound snobby if that's what I came off as, but considering the circumstances of my situation I am just frustrated

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Originally Posted by Sanecorez

Donors tickets should take priority over everyone else. Yea, I said it.

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Tickets are sorted by type. Donors only have access to certain ones. Priority is based on ticket type, not by account status. Doing it differently would be just as silly as trying to prioritize tickets in-game of donors over everyone else. Equality in this regard is very important.

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Originally Posted by Sapphire

Tickets are sorted by type. Donors only have access to certain ones. Priority is based on ticket type, not by account status. Doing it differently would be just as silly as trying to prioritize tickets in-game of donors over everyone else. Equality in this regard is very important.

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Though it is much easier to recognize what account is donor on the website versus in-game.

Fraudulent payment bans are not done by us.

Paymentwall sends us an automated notification of a suspicious payment that is pending return to the cardholder.

We have an automated system on our end that revokes an account's access if one of these notifications is received.
As such, make a web support ticket and you will be given information that we received from Paymentwall about the donation.

There is a lot of false positives coming from Paymentwall lately which also disappoints me a little, the problem is we must handle all of these notifications the same way, whether it was fraud or not, rest assured either you keep the coins or the money is returned to you, fraudulent bans are always lifted no matter what direction it goes in.

There is a higher than usual volume of tickets in the past 24 hours, it may take a little longer to get to yours if you have submitted one.