Hey,
If this is about the Gold cap issue, the team were already investigating it before it was raised in the community forum.
If this is about a ban - we only discuss bans with the banned players, also my manager and the dev team are aware of the banned players who keep being discussed in the tickets and forums - especially the ones related to also having the gold cap issue.
These are 2 completely separate issues. One is a bug, one is cheating, as confirmed by CX and the programmers.
If it’s unrelated to either of these things and you’ve written a ticket about it and if it was a bug previously unknown to us in our bug tracking tools etc, then CX have made an internal bug report and pinged the team about it. If it’s an existing bug report - we update the bug report with new details. However, we don’t respond manually to bug reports in the ticketing system - we send an auto response or macro unless compensation is needed to be sent out, in which case we reply manually.
This saves CX time so that we can address other issues that need to be solved individually (such as account, technical and purchase issues).
This does not mean the bug reports are ignored - it’s just that we prioritise the internal communication of the bug and save the time replying to bug reports individually and privately by sending the auto reply to acknowledge we have received and read the bug report, are investigating it and if we do make a full reply, it will be here in the community forum where everyone can see it so we’re not manually writing individual responses to tickets about the same issue.