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i called them on this months ago saying that their refund terms are unfair and scammy, they didn't care then, i doubt they will care now. they will simple reply with the player agreed to our terms of service.
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I am in contact with their staff, the connection is still unsteady as we're still at the greeting phase, but let's give them the benefits of doubt and see if they'll clean their reputation here and we can sort every cases through my communication with the said contact, shall we? For the time being it'll be nice to stop discouraging them from engaging by doubting their intent.