To Gree management regarding Gree's response to hijacking of player accounts

[Longbeard]

A player was recently excommunicated for his actions; specifically, “scamming” under circumstances that would qualify as Wire Fraud. His response was to post a detailed description of his process within dozens of LINE chats. Shortly thereafter, several accounts were hijacked in the manner described.

The way this happened is and was not due to a mistake those players made or carelessness, but by exploiting the current system in place used by GREE to safeguard those accounts. Specifically, it exploits the fact that there is no way to verify the validity of the claim (verification question, verification of email address match, etc).

This has resulted in the current situation, where no one wants to post his/her friend code because of the fear someone could steal his/her account. Given the timing of this incident (just prior to an Epic Event), those of us in Leadership positions of our respective Guilds/Alliances are finding it increasingly difficult to verify applicants from outside sources seeking entry into said event.

What’s more, the current response by GREE has been unsatisfactory. The first returned account was reduced to the level of a basic starting account, with 8 basic armors and an emptied castle. This has led to an atmosphere of seeing GREE as trying to pass this off as a “Player Problem”, when it was in fact a 3rd party taking advantage of both the Player AND GREE. While a loyal player has no power to rectify this situation, GREE does through such actions as Account Rollbacks and a refined Verification Process (be it through programming or human interaction). While the victim may lose some gems and/or gold, such actions would help to regain not only months work but faith in the company that has brought such a diverse, eclectic group of individuals together in the name of Fun.

On a personal note: I have played K&D for a long time, and through this game I’ve made a wonderful group of friends. We have proverbially stood shoulder-to-shoulder in the trenches and forged bonds that have influenced me In Real Life. The thought of losing this saddens me and more so that it would be precipitated by the criminal actions of a single, selfish individual.

Therefore, on behalf of the K&D community, we respectfully request a response from GREE in regards to this matter. We are not asking for personal recompense; we are merely asking for reinstatement of these accounts to their approximate status at the time they were stolen, as well as assurance that steps are being taken to prevent this in the future.

Sincerely,
The Knight and Dragons Community

[Jedi Jon]

I agree completely. This is ridiculous, my heart goes out to those affected by gree's lack of scam preventions.

[seta sojiro]

I fully support this request as well several of the guilds that are with me.
GREE does have to step it up a notch and protect their clients.

[majestic aman]

I completly agree with longbeard here.
GREE should put more effort in this.
People love this game and have made great friends in here. How horrible would it be to randomly get your account stolen... when its not even your own fault

[Clementine]

Thank you for bringing this to my attention. I am working with the Support team on trying to find more details about this.

[Fossil]

Clemintine, I sent u a pm. The answer is quite simple

[miss carlie]

GREE has to do something, people spend alot on this game and if i lost my acc to some little so in so id be pissed...despite the fact that its bound people can still take it that sucks 100% agree with lb

[jediplharuko]

Yes. More needs to be done on this issue.

[Longbeard]

Clementine I can provide you with the same data your team already has. What is needed is Gree to step up and take responsibility for what happened to several players.

Its Gree's responsibility to check when somebody claims to have lost his account. This has obvious not happened, at least not as thoroughly as should have happened. The result was several hijacked accounts that where totally emptied of armors, buildings, gold and gems.

Returning emptied accounts to the rightful owner is not enough. Gree should take responsibility for its failure to check a claim and provide hijackers with Knight & Dragon accounts of others.

If necessary I can provide you with the data we collected.

[Dk DeadMan]

I agree that something needs to be done as I had a member who was guild sent in my guild have his account stolen in this manner . The bad thing is this is not the first time his account was stolen. Something needs to be done to insure the safety of everyone as many spend to much money building their accounts just to have them stolen away .

[StormBlessed]

While Gree certainly has the obligation to do something about this situation, please keep in mind that this is not something to get angry and flame Gree and their support over. They offer the account retrieval process through their support desk as a convenience to get back your account every time you try to take a selfie on a roller coaster and whoops, their goes your phone, but wait I didn't bind it.... No...

It is a simple process loophole that is being abused by malicious <expletive deleted, expletive deleted, expletive deleted >

Gree and KnD community. There is a very simple way to minimize this today. Gree, do not, under any circumstances retrieve any account that is bound to an email address through your support. Period. The person has the capability on their own to do this, and do not "remind" them of their email address until you have much stronger mechanisms of personal identity verification.

KnD community, bind your account to your email.

Problem minimized. And Gree, we know the kind of earnings you make and the $ that many put into this game. Failure to have proper compensating controls over valuable items such as accounts and the security measures to prevent malicious activity with those valuables is just as negligent as the big box stores have been with our credit card numbers and is class action worthy....

I also have a bitter taste in my mouth from defending Gree Support.

[legalious]

The only issues I see that could prevent or delay the return of the accounts are:

- Shared Information to allow for another player to use the same account
- Non-Account holder submitting the Ticket
- Unable to verify that it belongs to you
- Abuse of in-game exploits/hacks

[Longbeard]

While Gree certainly has the obligation to do something about this situation, please keep in mind that this is not something to get angry and flame Gree and their support over. They offer the account retrieval process through their support desk as a convenience to get back your account every time you try to take a selfie on a roller coaster and whoops, their goes your phone, but wait I didn't bind it.... No...

It is a simple process loophole that is being abused by malicious <expletive deleted, expletive deleted, expletive deleted >

Gree and KnD community. There is a very simple way to minimize this today. Gree, do not, under any circumstances retrieve any account that is bound to an email address through your support. Period. The person has the capability on their own to do this, and do not "remind" them of their email address until you have much stronger mechanisms of personal identity verification.

KnD community, bind your account to your email.

The best solution is enforcing members to bind there account. That would solve a lot of problems. Its not necessary to enforce it from lvl1, but enforcing it at the moment people buy gems should solve the hijacking of a lot of high level accounts.


Problem minimized. And Gree, we know the kind of earnings you make and the $ that many put into this game. Failure to have proper compensating controls over valuable items such as accounts and the security measures to prevent malicious activity with those valuables is just as negligent as the big box stores have been with our credit card numbers and is class action worthy....
The current problem is, as far as I can see it from the outside, a failure to thoroughly check the evidence submitted by the person asking for a retrieval of 'his' account. Whether this is through negligence by not following the procedure or by absents of such a procedure I do not know. What I however can see, the number of hacked accounts, is a big failure of a check that should be extensive and handled with care.


I also have a bitter taste in my mouth from defending Gree Support.

I do not know if support is to blame or management by not providing a good solid procedure to handle the case of a lost account.

[Tiffanee]

Thank you Longbeard for so articulately describing the problem. Thank you Clementine for seeing it a half hour after it was posted. I know few players have been quite upset with me. I'd hate to have my binded account stolen and would anxiously wait for Gree to fix the problem. I'm addicted to K&D.

[Phoenix Khaleesi]

I fully agree with longbeard. Gree needs to step up and take responsibility on there own actions. And fix what has happened to the accounts affected.

[DK Zenith]

There should be a verification system in place when someone claims they have lost their account. Whether that be done through the bound email or an in-game pass code/unique question-answer format, anything really. Every website has security measures for recovering lost passwords and our KnD account should be no different.

Thank you to those who are working to correct this issue, and to the many guilds and players that are showing support.

This affects every single player, not just those that are spenders... All players are at risk of losing their accounts until GREE implements an additional security measure to protect them from malicious fraudulent transfers.

Please, please do something to fix this heinous exploit.

[Fossil]

Email should be sufficient. If you bind your account to your email, GREE should only send information related to a friend code to the bound email. This would stop the nonsense. If you didn't bind your account, then that is another story.

[jaxom]

Just wanted to add my support to this request, and agree with all that long beard has said.

[Marco_]

Email should be sufficient. If you bind your account to your email, GREE should only send information related to a friend code to the bound email. This would stop the nonsense. If you didn't bind your account, then that is another story.
I'm sure then people would claim they forgot the password to the e-mail address (for ex. claiming it was mostly a throwaway e-mail address used for registering on websites) and still social engineer an account transfer out of Gree support...
In this day of digital overload, having forgotten one of dozens of passwords, security question answers etc. unfortunately is a plausible-ish claim. ;-(

[Royil]

To avoid getting hacked I removed a lot of peopole from my friend list, and I dont accept any new. Also I made screen shots of everything if I ever get hacked... and I dont post pictures anywhere from now on.

[Longbeard]

I am not glad that one of the persons who's account wad hijacked is now permanently banned by Gree. That is in my view the total opposite of what Gree should do and is not acceptable at all!

I strongly recommend Gree to step up immediate, taking effective measurements against these hijackers and restore all accounts that have been hacked. Closing accounts without notifying the user is not done.

Secondly I urge Gree to communicate better and more often to its individual users who's accounts have, without there fault, been hijacked. Staying silent, banning accounts without any communication only make the matters worse.

[Bonaya]

Stay silent, doing things without notification or communication. That, unfortunately, is the slogan of GREE my friend...

[Melz12345]

Just to clarify...has anyone been hijacked AFTER binding their account to an email? I mean are we safe having taken that precaution?

[sxespanky]

Just to clarify...has anyone been hijacked AFTER binding their account to an email? I mean are we safe having taken that precaution?

i heard a guy still got hijacked, but got his account back asap because he bound

[Rhaegal]

Can not say enough how much I support this. Have had two accounts in my guild stolen in the last two months.

On behalf of myself, my guild, and our wing guilds we implore gree to set up stricter account verification when transferring accounts.

[DonkeyKing]

So a player gets his main account stolen, and GREE bans all his accounts? What could possibly be the logic there??? Would a government deport citizens because their identities had been stolen?

Rather than supporting the victims, you would try to silence and excommunicate them? What are you, the catholic church?

[Fossil]

I'm sure then people would claim they forgot the password to the e-mail address (for ex. claiming it was mostly a throwaway e-mail address used for registering on websites) and still social engineer an account transfer out of Gree support...
In this day of digital overload, having forgotten one of dozens of passwords, security question answers etc. unfortunately is a plausible-ish claim. ;-(

And in the absence of being able to access the email, that becomes the players problem, not GREE's. In no circumstance should GREE go beyond working through that email address.

[Fossil]

I will state one thing here and now. I have bound my account and it has never been transferred. I have receipts from google play for every gem I have ever purchased, and I estimate I have spent between 4k and 5 k on this account game. Should GREE ever give my account to a hacker, I will drive the 60 miles to SF and file to recover every last dollar I have spent on this game.

This has been going on too long and continues even after the rash of account thefts a month or so back. Being polite about this issue didn't get it fixed last time, and I seriously doubt it will gain traction now. GREE fixes game glitches pretty fast when it costs them money, it's time to get this issue fixed.

[Kragothe]

Thank you for bringing this to my attention. I am working with the Support team on trying to find more details about this.

This is NOT the first time it has been brought to your attention. Post number 12? Yeah, that's YOU.
http://forums.gree.net/showthread.php?98411-Account-theft-hacked&p=1380559&viewfull=1#post1380559

That's not the only thread on these forums about this issue. This is completely ridiculous that you guys haven't fixed this yet. Gree's other handling of game issues has been pretty awful, but this one takes the cake. Is anything actually being done about this, or are you just saying that AGAIN just to deflect while you guys do nothing?

[majestic aman]

Just to clarify...has anyone been hijacked AFTER binding their account to an email? I mean are we safe having taken that precaution?

Yes, players that had their account binded still got hijacked.
The hijacker used all gems, fused away all armours and completly deleted everything in the castle.

Then when the owner retrieved his account he noticed everything was gone.

[Longbeard]

Thank you for bringing this to my attention. I am working with the Support team on trying to find more details about this.

The silence is deafening!

After your initial reply there is still no update regarding a serious issue. There have been accounts stolen from paying customers! Not through the fault of the player, but through inadequate security by Gree.

It seems that Gree is again sticking its head in the sand hoping the complains will stop and life goes on as usual. That is not the method a responsible company should handle complains from players and its community.

[Rookeye]

Yes, players that had their account binded still got hijacked.
The hijacker used all gems, fused away all armours and completly deleted everything in the castle.

Then when the owner retrieved his account he noticed everything was gone.

Since gems, armors, etc., cannot be transferred, it seems the only purpose of these account thefts is to personally burn the owners. Do they know the thieves??

[DK Zenith]

I'm sure then people would claim they forgot the password to the e-mail address (for ex. claiming it was mostly a throwaway e-mail address used for registering on websites) and still social engineer an account transfer out of Gree support...
In this day of digital overload, having forgotten one of dozens of passwords, security question answers etc. unfortunately is a plausible-ish claim. ;-(

This is why I'm suggesting additional alternatives, such as a passcode/phrase built into the in-game mechanic, or on file with our accounts at GREE.

Bottom line is that is it too easy to fake your way through the questions currently asked and bypass the security measures that are in place. There needs to be additional verification somewhere in this process. It is GREE's responsibility as the vending party to keep our information secure and as this is very clearly not the case with several accounts, it is also on GREE to rectify the problem.

In the health care industry, if I gave out the wrong person's medical records to some stranger I'd face harsh legal penalties, which is why you have to provide me with everything but a blood sample to receive those records.

I see security measures that could prevent this problem every single day, from my industry to my bank account. When something has high value, as many accounts do (whether measured by money or time invested- both are equally important) then the provider is obligated to protect such investments or risk losing all credibility and trust with the consumers. This problem was present months ago on the iOS side of KnD and many top players were hit, resulting in the loss of a considerable chunk of time and money for both GREE and the players.

Unless GREE likes being bombarded with fix-it tickets and flamed by less than satisfied customers, it is in GREE's best interest to actually address this problem and not just put a Band-Aid on it. This is not a simple sc****. This is an exacerbated, gaping wound in the side of standard protocol and it NEEDS TO BE RECTIFIED STAT.



Everyone should be keeping records of their accounts, their receipts from purchases, screenshots of all their armors, gems, gold, castle, EVERYTHING. In extreme cases GREE may restore accounts that are stolen and damaged and it is easiest to do this with this information.

Keep your account bound, and keep the email and password SECURE.


GREE, please again I urge you to fix this problem. Your customers are counting on you.

[Reversal]

A player was recently excommunicated for his actions; specifically, “scamming” under circumstances that would qualify as Wire Fraud. His response was to post a detailed description of his process within dozens of LINE chats. Shortly thereafter, several accounts were hijacked in the manner described.

The way this happened is and was not due to a mistake those players made or carelessness, but by exploiting the current system in place used by GREE to safeguard those accounts. Specifically, it exploits the fact that there is no way to verify the validity of the claim (verification question, verification of email address match, etc).

This has resulted in the current situation, where no one wants to post his/her friend code because of the fear someone could steal his/her account. Given the timing of this incident (just prior to an Epic Event), those of us in Leadership positions of our respective Guilds/Alliances are finding it increasingly difficult to verify applicants from outside sources seeking entry into said event.

What’s more, the current response by GREE has been unsatisfactory. The first returned account was reduced to the level of a basic starting account, with 8 basic armors and an emptied castle. This has led to an atmosphere of seeing GREE as trying to pass this off as a “Player Problem”, when it was in fact a 3rd party taking advantage of both the Player AND GREE. While a loyal player has no power to rectify this situation, GREE does through such actions as Account Rollbacks and a refined Verification Process (be it through programming or human interaction). While the victim may lose some gems and/or gold, such actions would help to regain not only months work but faith in the company that has brought such a diverse, eclectic group of individuals together in the name of Fun.

On a personal note: I have played K&D for a long time, and through this game I’ve made a wonderful group of friends. We have proverbially stood shoulder-to-shoulder in the trenches and forged bonds that have influenced me In Real Life. The thought of losing this saddens me and more so that it would be precipitated by the criminal actions of a single, selfish individual.

Therefore, on behalf of the K&D community, we respectfully request a response from GREE in regards to this matter. We are not asking for personal recompense; we are merely asking for reinstatement of these accounts to their approximate status at the time they were stolen, as well as assurance that steps are being taken to prevent this in the future.

Sincerely,
The Knight and Dragons Community

Great post,

I did not read any other post because it is too much of what we have seen in the past already.
Regardless of what is going on right now or what the past told us, I believe currently our best bet is to Clementine (http://forums.gree.net/member.php?258229-Clementine) in this case.
I think if anyone who has something to say about this or has important information regarding the matter it would be in our best interest to send Clementine (http://forums.gree.net/member.php?258229-Clementine) a Private Message (http://forums.gree.net/private.php?do=newpm&u=258229) about this.

My own input
In the tutorial of the game it should already be mentioned that protecting an account is very important.
Currently there are A LOT of people who aren't aware of how the bind system actually works and what it does.
I've also tackled this issue twice on my videos and to my surprise I've been getting a massive thank you from people who weren't aware of the system and that on itself is troubling.

The reason why this is an issue is because there simply isn't enough awareness about making your account safe and why you should do that.
Currently the focus is to FIX the situation while the focus should be PREVENTING issues in the future.
Fixing can always be done as long as preventing in the future is the follow up after fixing.
Gree has a huge workload due to situations like these and I feel it's a waste of time when it could of been easily prevented.

A quick way to prevent this from happening in the future is by applying a PIN System the moment start up your account.
This might be annoying at first but people will get used to this within 1 week.
The reason why this works so efficiently is that no one will try to access the account as they do not know the PIN anyway. I'm sure there could be a flaw in what I just suggested as a possible solution but that is up for debate.

I wish the best for those affected by the hi-jacking and I hope you'll get your accounts back soon.

- Reversal

[Rookeye]

Question: Will a pin system permit account sharing (a game no no)? I'm all for protecting my and others accounts...but not with a system that will permit and encourage more cheating. Just checking...

[Sent]

A quick way to prevent this from happening in the future is by applying a PIN System the moment start up your account.

We need a better binding system, such as setting a password when you attach your e-mail. They can also add a pin system for extra security.
Then, if someone hacks you, they have to give your e-mail and previous password. If they happen to get into your account, they'd need a pin to access it.
Also, instead of having the pin be asked every time you go into the game, it should be asked once every 24 hours on the same device. So, if you recover the account to another device, it will still ask for your pin.

[Rookeye]

I repeat my question. See above.

[Sent]

I repeat my question. See above.

Not really. You can't have the same account on more than one device at the same time, and I don't think you can recover the account more than once or twice within a 15 (correct me if I'm wrong) hour period. Unless they change this, account sharing shouldn't happen (or it would be happening currently).

[Reversal]

As I mentioned before, anything is possible.
Let the imagination run wild I'd say.

[Jun-fan]

From what I understand from the various posts, the problem is social engineering on the hacker's part. They pose as an account owner that forgot his/her email password and thus cannot get to the bind code. Then Gree's "helpful" staff gets the account situated and the hacker takes over the account.

I don't think a pin or password system will help any, simply because the same "I forgot" social engineering can be used with those as well...

Hacker: I forgot my pin/password.
Gree: I'll email it to your account on file.
Hacker: I don't have access to that email anymore.
Gree: Okay, well let's find another way...

The root of the problem has to be addressed in the verification of the account holder. There has to be something else other than your knight's names, gem count, etc., like challenge questions (mother's maiden name, street you grew up on, youngest sibling's middle name, etc. - something not related to the game that is not easily guessed). Either that, or that has to be completely eliminated in favor of the bind code system that is already in place. If someone can't access their bind code, then that's too bad for them. That sounds harsh, but if Gree keeps making account retrieval too easy, then the average user won't take it seriously and the average hacker will still have their way with anyone at Gree that falls for the whole "I forgot" routine.

[Royil]

From what I understand from the various posts, the problem is social engineering on the hacker's part. They pose as an account owner that forgot his/her email password and thus cannot get to the bind code. Then Gree's "helpful" staff gets the account situated and the hacker takes over the account.

I don't think a pin or password system will help any, simply because the same "I forgot" social engineering can be used with those as well...

Hacker: I forgot my pin/password.
Gree: I'll email it to your account on file.
Hacker: I don't have access to that email anymore.
Gree: Okay, well let's find another way...

The root of the problem has to be addressed in the verification of the account holder. There has to be something else other than your knight's names, gem count, etc., like challenge questions (mother's maiden name, street you grew up on, youngest sibling's middle name, etc. - something not related to the game that is not easily guessed). Either that, or that has to be completely eliminated in favor of the bind code system that is already in place. If someone can't access their bind code, then that's too bad for them. That sounds harsh, but if Gree keeps making account retrieval too easy, then the average user won't take it seriously and the average hacker will still have their way with anyone at Gree that falls for the whole "I forgot" routine.

Security questions can take that problem away...

[Marco_]

Security questions can take that problem away...
Surprised those aren't used more in apps. If answered truthfully, those combined with other info they can grab off your phone and linked through your advertisement ID should provide some nice personal profile info to sell on.
Therein also lies my problem with security questions: if I make my question choice and the answer sufficiently unattactive profile info, the odds of me remembering the answer are not too much higher than me remembering my password...

[Jun-fan]

Security questions can take that problem away...

I actually mentioned "challenge questions" in my post...


Surprised those aren't used more in apps. If answered truthfully, those combined with other info they can grab off your phone and linked through your advertisement ID should provide some nice personal profile info to sell on.
Therein also lies my problem with security questions: if I make my question choice and the answer sufficiently unattactive profile info, the odds of me remembering the answer are not too much higher than me remembering my password...

A trick that some people use for security (challenge) questions/answers is to use the same answer for all of the questions. For example:

Q: What is your mother's maiden name?
A: Timbuktu

Q: What street did you live on as a child?
A: Timbuktu

Q: What is your favorite dessert?
A: Timbuktu

The point of most security/challenge Q&A isn't that you know the answer to the question - it's that you know the answer. The answer can be whatever you want it to be, and as long as you know what that answer is (correct or whimsical), then that will suffice for most systems.

[Longbeard]

There are several methods that can make sure you are the right person. One of them is questions, another is a two-step identification with the telephone number, a third a password, etc.

Which ever Gree implements it falls or stays with the user. As long as the user is careful and keeps his data secure it will work.

From what I see from the current incident Gree didn't check if the submitted evidence, buying gems, belonged to the right account. Yes they checked if you brought gems but didn't check if it matched the right account and or player. In my view an essential check, that should have been done every time.

[sxespanky]

There are several methods that can make sure you are the right person. One of them is questions, another is a two-step identification with the telephone number, a third a password, etc.

Which ever Gree implements it falls or stays with the user. As long as the user is careful and keeps his data secure it will work.

From what I see from the current incident Gree didn't check if the submitted evidence, buying gems, belonged to the right account. Yes they checked if you brought gems but didn't check if it matched the right account and or player. In my view an essential check, that should have been done every time.

or ya know, set up safe words, a set of security questions like blizzard does.

favorite foods, people, teacher. get a small list. and then if something in question happens, oh, hello Long beard, whats your favorite food? "turd Sandwhich" Welcome back.

[Longbeard]

Back to the issue. The more info we gather, the more we look at the systems of the hacked persons the more we see that this 'hack' was a social hack. There has as far as I can determine no breach of the system or application. It was as prototype published on Facebook a social hack of the support team of Gree. I suggest that Gree starts sharpening its procedures, introduce a better account conformation system and return the accounts of the hacked members, clients of Gree in there original condition before the hack.

Clementine can and will Gree help there clients or not? When can the hijacked members expect there original accounts to be returned to them?

[ZerkaDerka]

I played this game about a year ago, deleted the app, got a new phone, lost my account... I'm sure you've heard the story. I had never bound my account, as I didn't realize that option was even available.

Anyway, I submitted a ticket, e-mailed back and forth with customer support, answered all of the questions, and they claimed I didn't give enough information. Any idea how I should go about it? I definitely answered all of the questions correctly, and even had screenshots from my old account... I'm a bit frustrated that my ticket was closed.

Also, I can't post a new thread on the forum, and I didn't know where else to post... Can anybody help?

[legalious]

I played this game about a year ago, deleted the app, got a new phone, lost my account... I'm sure you've heard the story. I had never bound my account, as I didn't realize that option was even available.

Anyway, I submitted a ticket, e-mailed back and forth with customer support, answered all of the questions, and they claimed I didn't give enough information. Any idea how I should go about it? I definitely answered all of the questions correctly, and even had screenshots from my old account... I'm a bit frustrated that my ticket was closed.

Also, I can't post a new thread on the forum, and I didn't know where else to post... Can anybody help?

I would put all the following information within 1 reply to the ticket you submitted. See below for an example:

1. Main knight's name and level
2. Friend code of the account you are trying to recover
3. Date of last login
4. Dates of last 3 purchases
5. Gem receipts
6. Friend code on the NEW device or on your new knight.
7. last in-game gem purchase
8. Guild information
9. iOS users only : original install date. Open iTunes on your computer. Navigate to iTunes Store >> Account >> Purchase History 10.Friend code on the NEW device or on your new knight.
10. Account creation date of new knight/new account
11. names of 3 knights on the new account/knight
12. Email attached to new account/new friend code

This also in helping in writing a ticket How To: Submit a Gree Support Ticket
(http://forums.gree.net/showthread.php?100611-HOW-TO-Submit-a-Gree-Support-Ticket)

To answer your second question, you must have 10 posts before being able to create a new thread. [How To] Why Can't I Start A New Thread? (http://forums.gree.net/showthread.php?97297-How-To-Why-Can-t-I-Start-A-New-Thread)

[Alexistheking124]

I played this game about a year ago, deleted the app, got a new phone, lost my account... I'm sure you've heard the story. I had never bound my account, as I didn't realize that option was even available.

Anyway, I submitted a ticket, e-mailed back and forth with customer support, answered all of the questions, and they claimed I didn't give enough information. Any idea how I should go about it? I definitely answered all of the questions correctly, and even had screenshots from my old account... I'm a bit frustrated that my ticket was closed.

Also, I can't post a new thread on the forum, and I didn't know where else to post... Can anybody help?

I had the same issue. I gave gree my credit card information and they validated it right away. So as a last resort use your cards. If that information gets loose you can have your credit company track down the thief.

[ZerkaDerka]

I had the same issue. I gave gree my credit card information and they validated it right away. So as a last resort use your cards. If that information gets loose you can have your credit company track down the thief.

Thanks for both of your responses. I actually did submit the answers to all 12 questions, and the customer service rep would respond by asking for the Friend ID of the last account, as well as the original install date. I supplied both, and he didn't say anything about it, said that there wasn't enough evidence, then closed the ticket. It's very frustrating... Also, I never used my ccard to purchase anything, so that's a problem :F

[tnorman78]

Thanks for both of your responses. I actually did submit the answers to all 12 questions, and the customer service rep would respond by asking for the Friend ID of the last account, as well as the original install date. I supplied both, and he didn't say anything about it, said that there wasn't enough evidence, then closed the ticket. It's very frustrating... Also, I never used my ccard to purchase anything, so that's a problem :F
We are currently going through the same situation in our guild We have a player that submitted a ticket over a month ago. He answer all questions,submitted months worth of receipt purchases. We actually found the person who took his account and infiltrated the guild with a alt account and have screenshot from their line chat with the gm saying that the person recently acquired several accounts. We have screenshot of the names in guild of said player and gis accounts some with the Empire tag in front of his name. So apparently this is a thing with him stealing accounts. What has gree done you might ask...They closed the ticket without returning our guys account back to him and saying there isn't enough proof. What more do they need.

[Fossil]

Thanks for both of your responses. I actually did submit the answers to all 12 questions, and the customer service rep would respond by asking for the Friend ID of the last account, as well as the original install date. I supplied both, and he didn't say anything about it, said that there wasn't enough evidence, then closed the ticket. It's very frustrating... Also, I never used my ccard to purchase anything, so that's a problem :F

GREE should consider whether the account was active during the time period you were not playing. If no one else has been playing the account or claimed, it then they should implement a policy that once a claim is made and a certain length of time passes, the account is awarded to the claimant. This would only pertain to accounts that were not bound.

[ZerkaDerka]

GREE should consider whether the account was active during the time period you were not playing. If no one else has been playing the account or claimed, it then they should implement a policy that once a claim is made and a certain length of time passes, the account is awarded to the claimant. This would only pertain to accounts that were not bound.

I'm fairly confident nobody has hacked my account. It's been sitting in the same guild at the same level for over a year now.

[Ant venom]

I think GREE should actually fix the problem instead of avoiding it since such flaws is much more crucial fixing than paying for overtime since KnD is the supplier of the money anyways (well probably the majority)