Don’t pay to play! Good game but bad support. – Gems of War: Match 3 Strategy Review

This game is very addictive, but don’t pay money for it! Their customer experience management is disappointing. I say this as a paying customer who has been playing this game for over a year. I spent $130 to get to VIP Level 5. I was planning to increase my VIP status by investing more money, but our guild had an awful experience when a technical issue due to a glitch of their own making caused one of our dedicated players to be locked out of the game. She was unable to participate in Guild Wars, a weekly tourney with a substantial grand prize worth competing for. We went down one player—a severe handicap inevitably causing us to lose. However, there was no doubt that we would have won first place if we had a full roster. We sent tickets to support hoping to be compensated for the forced loss. Their response was not only several days delayed but also equally disappointing. They do not want to compensate us because it is too much of a hassle for them. Even though it was their own fault that we lost, they were worried what other guilds might do if we were properly compensated. So they settled for doing nothing more than a global “cookie cutter” compensation of what equates to bread crumbs compared to the loss we have incurred. They insisted upon applying a general solution to a specific problem. It’s a mismatch! Then they brushed us off. This incident has caused us to lose faith in them. We happen to be ranked number one guild on the PS4. Our guild is composed of many dedicated players who have invested significant time and money into this game. If this is how they treat long-time paying customers, imagine if you had paid money and experienced problems only to be disappointed by customer support. So don’t pay to play! Just enjoy the game without opening your wallet. That way, you won’t get disappointed. Update: The developers response below highlights why it is pointless to seek help from them. When they say they don’t compensate “theoretical” wins, what they mean is that they don’t want to be held responsible for causing our guild to actually lose. It was their fault but they don’t want to fix it. There is no effort from them to even meet halfway. They’re good at apologies though. My biggest regret is actually giving them money.
Review by JustAdrian on Gems of War: Match 3 Strategy.