Good day all, as you all know, we have been pretty frank and always up front with you lot.
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Thank you for the quick response, MJ.evo.
You said earlier that you are still in control of the old addresses and can move the coins to the new one when needed. So, if PHFX's issue was because he sent coins to an old address, why didn’t you resolve it when he contacted you? Why did your customer support chose to ignore him?
I understand that the process can take some time, but you could have explained that to him and just asked him to wait. You could have avoided all this mess if you had done so.
The wallet system belongs to a 3rd party, we can manually adjust but once the system goes back to normal it will try to revert and correct everything. Any manual adjustments will only result in duplicates.
Speaking of duplicates, today we found out the wallet system did double entry for deposits to some players, as far back as on 13th!!! We managed to correct some duplicates but most were either withdrawn or lost to game sessions (which is still fine).