I post it also here so Gree is notified through all of their customer contact points.

Gree GmbH
Legal department
Leipziger Straße 125
10117 Berlin
Germany

Amsterdam, 14 December 2015

In regard to:

Knights & Dragons, the lack of support of players and the lack of fixing bugs that disturb the game play.

Dear Gree,

For almost a year now Gree is not supporting clients, players, as customers can expect
from a business, like Gree. Support employees are not even reading the complains but
send a standard “Is the issue resolved?” mail. If the customer tells it's has not been
resolved, they have to wait for several weeks to get an answer. That answer almost
always tells that they couldn't find any issue on the game server, so according to
support and Gree there is no issue to be resolved.

First, the first meaningful reaction after several weeks is not what a customer of Gree
can and should expect from a company. Secondly, the game is only partial handled by
the servers, a great deal of the game is handled by the client, the app on the phone or
tablet of the player. An app build and maintained by Gree and associates. An answer
that the problem cannot be located on the server is not even remotely adequate.
Support can and should not only look at one side of the issue, the server side, but
at the total issue, including the client side the app on the clients phone or tablet.

It's even worse. Complaining customers are banned from speaking on the forum.
Topics with complains are closed by moderators. Moderators appointed by Gree.
Or the complaining customer is actively silenced by banning him from the forum.

Players can and should expect adequate support from Gree, not be ignored or
even silenced by Gree. For several months now Gree isn't delivering the support
clients of Gree can expect from Gree.

On the second issue, bugs that disturb game play. Knights & Dragons is described
by Gree as a “non-stop action role playing game” a game where you "forge
stunning armors", where “Glory goes to the kingdom with the best armory.”
Regrettably that is not the case. For over a year several customers have complained
to Gree that epic fights no longer are about the best knights, the best armors, but
about the best network, the most contacts, the largest alliance.

The easiest way to fight for the last year is the guild master undressing to a older
armor while the opposing guild score maximum points. By players called "naked
fighting or stripped fighting." This is not what Knights & Dragon is about as can be
seen from the description of the game.

This "naked or stripped fighting "has drove the cost for playing Knights & Dragons
for players up to extremes. Yes, it may be beneficial for Gree and associates, but
is not in the spirit of the game as described by Gree itself. So players can and
should expect Gree to fix this bug. Yet complaining customers are ignored, even
silenced and the bug still isn't fixed.

Again this is not acceptable from a company like Gree. Knights & Dragons is a service,
players can expect, by law and regulations in the EU and USA, that Gree provides
players with an adequate service and support. Yet for the last year Gree doesn't
comply to even the most basic service towards the customer can expect even demand.

Then towards the questions Knights and Dragon players, customers of Gree have.

When and how does Gree expect to bring up the support of Knights and Dragons to
standards players can expect from Gree? When and how does Gree expect to comply
to laws and regulations in regard to customers in Europe and the USA?

When and how does Gree expect to bring the game play in accordance to the game
play as described by Gree and expected by the player.

In accordance to EU regulations you have till 24 December 2015 to answer these questions
and start fixing the described issues. If not we will proceed with an official complaint against Gree.

A copy of this letter has been submitted at Google Netherlands and the Authority for
Consumers and Markets.

Yours sincerely,


Name