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Showing results for tags 'refund'.
Hi I'm Lepus, recently i found out about Dual Universe and was really excited to try it out! I decided to by the contributor pack but was sort of on the fence about paying 60€ for a game in alpha... Eventually I decided to go for it, mainly because DU is exactly what Î was looking for in a game, and since no other game (even in development) is offering the same set of features, I was not going to wait 2 years without anything interesting to play! So I make my DU account and and buy the 60€ contributor pack. this was 8 days ago. Problem is, my money disappeared. A full day passes and I contact DU support asking why I still haven´t received the payment confirmation. Four days later (yes 4 days) I hear back from Novaquark. Novaquark hasn't received my payment. Apparently payments go through Xsolla, their "payment system provider". Do they offer to contact Xsolla to find out what happend? No. They tell me to do it. Ok, so I contact Xsolla. They have a live chat. The person I speak to at Xsolla says my payment didn't reach them, that I should contact my bank to find out where the money went to. My bank has 24/7 phone support, so I call them up. According to them the 60€ went to a company called PPRO Financial Ltd. *sigh* I then contact PPRO (this was more than 2 days ago), they ask me to send them the transaction detalis, which I send straight away. Till today they have not given me an explanation of what happened to my money or refunded me. So just to recap: - In Portugal I decide to buy a game - The makers of the game, in France, don't receive my payment. They pass the blame to Xsolla - Xsolla, in the US, don't have the money either, they point to my bank - my bank, in Portugal, says the money went to PPRO, in the UK - PPRO, till now, have not passed the blame on to anyone else, nor have they solved the problem. So far I'm loving DU!
I have put a support ticket (#12682) in and I have posted on your facebook wall. Can I please have a refund? It's been 5 days now with zero replies etc... We had a large house expense that was unexpected and sudden. I'll be glad to re-pledge once the game fully releases. Thank you