In game name - Time up

Yesterday at about 8am UK London time I purchased 1000 tokens and then a further 200 so I could buy 5 mythical boxes. I purchased the tokens on my phone using my card details. After the message came up saying "purchase successful" I reloaded the app and went to log in. The game would not load and just came up with "connecting to server" and that's it. So I then got onto my PC because I thought maybe it's just the app having a few problems. I went to log on with my PC and it came up on supermechs saying "account banned for 24 hours" on Friday 23rd October around 8:13am my time. It then said after that "reason for ban - attempting to hack" I've never had this happen to me before and I never attempted to hack the system. I've been playing supermechs for a very long time now and have spent around £80 in total buying tokens. I am not a hacker and I legitimately brought tokens. So after this I did contact the supermech team via email (I haven't heard back yet) and I explained the situation. It's now been over 24 hours since the ban (it's 10:16am our time here) so that's been about 26 hours since the ban now and I've just went to log onto my account. I've managed to log in but my tokens aren't there. I know that you say it could take up to 24 hours for the tokens to arrive but 1 - every other token purchase I've had the tokens have arrived immediately and 2 - it's now been 26 hours. So I went onto my bank account online and have noticed that the money HAS been taken from my account. I am not happy as I've paid the money but not received the tokens. I am also unhappy at the fact I was banned for something I never committed. I am a loyal customer and player to supermechs and In no way would I ever attempt to hack an online multiplayer game that gets updated regularly anyway.

Please get back to me ASAP - I understand that I'm 5 hours ahead of you so it might take a while for your response but I would really like this sorted.

Regards

Myles - owner of Time up

This is just probably an error with the game, But.. If you did try hacking or getting free tokens (If you device is jailbroken/rooted while purchasing, This can have an effect)
You will have to talk to Alexander about this, He deals with this kind of stuff.
While reading, Scroll up! And you will see "contact"
You can email him there.. And if you will need proof that the money has been deducted from you bank, a screen shot will do!
And im sure the SM team will do the best to help you (:

Thanks for your help!

My phone is not jail broken or rooted. I don't know what happened maybe it was because it tried to reload the game and the system thought I was trying to cancel the payment and get the tokens free of charge. I have clicked the contact button at the top of the page next to where is says "forum" I sent them an email yesterday but haven't got a reply yet that's why I made a post on here. I do have a screen shot of my bank account showing that the money has been taken out, I also have a screen shot of my account showing I don't have the tokens. Also if there is a way they can look at the game logs and see that I haven't spent the tokens already to see that this is a legitimate appeal.

Thanks

Still not sorted yet....

Hey there,

Very sorry to hear this.

Bans for hacking are nearly always done by the system - never manually.


Could you tell me the username of the account that is banned?

I'll take care of it ASAP.


Thanks!