Today there was an error with deals that included excessive numbers of Premium Stamina Items. These “Guaranteed Cosmetic Crates” and “Badge Crate” deals were not supposed to include stamina items. The number of Premium Stamina Items granted in these packages was more than 10x what typically appears in deals on Servers 21-22. These broken deals were only offered to a small proportion of players, but the number of stamina items purchased had a great impact on the stamina economy. We reviewed a number of options to mitigate the impact on the server economy as much as possible. Although we considered offering everyone the deal, ultimately it was decided that doing so would further widen the gap between free to play players and payers. In addition, if we had gone this route we would have needed to increase the server cap and rarity even faster than usual for a period of time to account for the excess stamina, which we know is not popular with players. After much discussion, we’ve decided that removing the extra stamina is the best course to maintain the health of the servers overall. We will also be giving out compensation packages to all players, the details of which are outlined below.
During the server downtime we are removing any Premium Stamina Items players received as a result of purchasing these particular deals. We are replacing the removed stamina with a generous compensation package. We recognize that some people may have already spent some of the purchased stamina, so the compensation package scales based on the amount of unspent stamina. For every 500 Premium Stamina items removed, we’re sending the affected players a bundle worth $100 in value that includes: 10x Diamond Crates, Red Skill Chip Crates, Gold, Badge Tokens, and Ultra XP Drinks. As an additional apology to all players for this inconvenience, we’ll also be sending a comp package to everyone on the server of 200 Premium Stamina items.
We’ve identified the cause of this mistake and are taking steps to ensure it doesn’t happen again. We want you to have confidence in our systems and we apologize sincerely for the mistake. We take these matters extremely seriously and have tried to balance rectifying the situation swiftly with making sure it is as fair to all of you, our players. In addition to these measures we will be running a 2x Normal Campaign Drop event on Saturday and Sunday of this week, we will be doing a bigger-than-usual increase in deal value in the near future, and we will be delaying the level and rarity increase that would have normally been scheduled for next week. (To clarify, the increase in deal values and delay of the rarity increase is for servers 21 and 22 only).
This is the first time with the solo deals that we’ve had an issue where we’ve removed items from a purchase. Due to this, any player who purchased one of the broken deals and had their stamina removed, we are going to allow you to request a refund for those transactions with no consequences to your game account.
We cannot issue the refunds ourselves. All payments are processed through Apple, Google, Samsung, or Amazon so you will need to contact them for the refund.
For Apple iOS purchases:
Visit Apple Support and follow the steps there.
For Google Android purchases:
Please follow these step from Google Support .
For Samsung Galaxy Apps purchases:
Visit Samsung Support, choose Galaxy Store, and then “Payment/Purchasing”.
For Amazon store purchases:
Visit Amazon Support for Digital Games and Software support.
Please be aware that this exception is ONLY for these specific deals. Any other purchases that are refunded will still be subject to suspension.