InnoGames

Very poor customer service. Constant malfunctions when playing the game. It locks up, icons don't work, login problems, and trying to get tecihnical support to fix the issue is a problem. It is free start but don't wast your money purchasing playing products, or your time trying to play one of their games. I have played all of their games, everyone of them, the service is unreliable. The INNO Company a slip knot organization with terrible internet connections, tecihnical support, and reliability.

Very nice game, with unfortunately very bad service / support.
Relying to moderators from inside their games in order to pay less salaries, who in turn take advantage of the game mechanics and rewards, destroy all the games of this company.
Company (InnoGames GmbH) doesn't answer at their official mail (or answers very rarely, less than 5% of mails), if you have problem at some time, then you will have to quit game and lose all your progress (and possibly any time and money you spent on them)

The company is great I play two of their games and only had to contact support once and that was for a very simple mistake I made and they sorted and even did it same day. Everyone update has detailed notes and even bugs that haven't effected the game at all but have a 1 in a billion chance of actually doing anything this company thinks long term and its fun to play as a non buyer. Non buyers can even attack buyers and win because this company has great games such as Forge of empires which is great, perfect, 10/10 all the ages are fun to play though and are challenging.

Got double billed and because I used some of the resources on forge of empires they would not give me a refund.

This is the response I got back from them after asking for help with a game feature you pay extra for called "Forge Plus":

We're constantly working on improving the game and we make a lot of adjustments aimed at improving the overall playing experience. Sometimes these changes touch the availability of certain parts of the game or the way they work.

This means that sometimes there can be slight differences between accounts in various aspects of the game. These differences tend to be temporary, and eventually get evened out.

This appears to be the case in this situation.

Thank you for your understanding!

Best regards,
Alex
Community Manager

Mnnielsen the community manager thinks she owns the game and feels if you insulted her, she will be catty and make up general nonsensical reasons to have your account banned. It says in the rules under #10: Miscellaneous " When deemed necessary, InnoGames might change parts or the sum (including delete, or edit) of accounts, worlds, configurations, and other aspects of the game, including these rules, at any time." So therefore just because she wanted to she changed the rules all of a sudden in order to ban my account. She has never really answered emails before but all of a sudden does all the time. She is disrespectful, spiteful and nasty. I have been playing for many years and never had any issues. Since I didn't break any rules (she changed them suddenly to enact a ban for my account), she is the common denominator and the reason my account was banned. She is driving away paying customers. I wonder what her supervisor and the owner of innogames would think about her literally losing the games money? If my account were to be unbanned, I would not play until I have solid proof she is not working for innogames anymore. I will not be making anymore purchases. Period. Innogames has her to thank for it. Update: She boldfaced lied and said she would remove the ban on my account. I have all the screenshots to prove her lies. Also they say "Please note the ban decisions and appeals are strictly personal and should not be discussed with other players or on the forum." Because if people started talking and sharing info between each other they would figure the shady things going on with innogames and their employees that are causing players issues.

Free labour management and a profit maximisation business strategy has led to the game being left in dismay.
The company has largely been carried by their own games up to this point and it has reached the stage whereby nobody cares anymore since the game has so little users, and their own moderators, which have always worked for free have now stopped caring and doing their work.

There is now a turkish copy of this game which comes with an english version.
Its basically free and there is very little ways of actually paying for the game.

Customer support
Customer support (moderators and community managers) are recruited from the players of their games. They are unprofessional. Arrogant, biased and abusive of their powers (they can ban your account for reasons known to them only).
The game is full of cheaters (script and macro users) and most of the time those mentioned above are involved in using those same methods of cheating. Yet Inno won't do anything as long as those involved in cheating buy in game resources for real money. Stay away from the game. It's a waste of time when you can't compete with cheaters.

As a long time player of Forge of Empires, (over 8 years) I can say that Inno does not care about their players, all Inno is interested in is new players coming on, spending loads of money then leave the game
Their support is ignorant and treats players as if they too are ignorant of the game
Over the years Inno's care has defo deteriorated towards their players and so has the quality of their moderators and support
Their coding is not up to standard and I find all the above with one of their other games too Rise of Cultures

Cheaters have been reported to them, with clear evidence yet nothing has been done. Shameful, people pay monthly for this game and you are letting them get destroyed by cheaters.

Don't even think to pay money. I have pay 100 euro and lost them:@ till 9 days no answer, only ignore, I wrote everywhere, they are deleting my comments on FB, they are not answering in ticket, they are ignoring my mails.

Warlords of Aternum is nice game, idea is great but has so many issues (bugs, staff is ignorant). Users are asking to solve them, to disable cheating etc. for a long time. But IG staff members are ignoring those voices for very long time - they just give a sh1T.

Game was going into total monitazaion, new events, they are forcing ads to buy diamonds and for 100 we expect soemthing better.

I would suggest to new player to not even start plaing their games all they want is yourt money and they will ignore your voice for sure.

Forge of Empires is dominated by Cheaters. Innogames does absolutely NOTHING to stop them. They are aware of the cheating and they even know the master cheaters.
All you get is automated replies.
Good luck if you think you can speak to a human at Innogames

Interfere with stuff dont pay the employees
Service sucks
Nothing anyone does is appreciated even the volunteers theyre too cheap to pay

If there were an option for a -100 on this rating, I would be giving it. I have been playing Tribal Wars for approximately 9 years now, never been banned, never abused the rules. Not only that, I've spent more money than I can tally on your damn game. On Saturday, 1/30/2021, my husband, myself, and my son found our accounts banned after we had dismissed an individual from our tribe who was verbally abusing and threating us, as well as other tribe members. This individual (in-game name Death. Lord, real name Steel) had been warned multiple times, kicked out of the chat room once already, given a second chance, only to return to the same abusive behavior. He had an axe to grind and was willing to bend the ear of anybody who would give him a moment of their time.

My husband, myself, and our son have been playing Tribal Wars for at least 9 years, always reporting our accounts as shared connection; however, as TW rules state, you only have to connection share when you are in the same location, same household, same IP address. During the period of 1/6/21-1/30/21, my husband was out of the country (we are U.S.), so was not required by TW rules to connection share with us. He returned on 1/30/21 about 1:30 a.m. and later that morning, I logged into my account and had my son do likewise to make sure our account sharing was set... it was. All three accounts. I didn't learn about the ban until later when my husband attempted to log into his account.

When I inquired about the ban and voiced and appeal to TW, I provided clear PROOF, including screenshots and a copy of my husband's travel itinerary, proving that he was out of the country. We were THEN accused by Googly, the moderator, of creating other accounts, which none of us had ever heard of and absolutely were not responsible for creating. I responded to Googly to let him know that we'd had a renter staying with us who had expressed an interest in the game but that I was not aware whether or not he had continued to play the game. I stated that I could not provide proof for an account I'd never created or owned, especially in the situation involving the renter. I even invited the mod to log into my account and SEE the connection sharing, but not only did he not even acknowledge the proof I provided, but he ignored my invitation and continued to call me a liar. I told him I was not going to admit to being a guilty party when I had done nothing wrong, had provided proof, and had been more than cooperative. I reiterated that I had been on the game for 9 years, never been banned, certainly NEVER set a precedence for not following the rules to have this mod act like a reprehensible, arrogant jerk. I was even told that "... they don't take into consider another player's actions when making a decision on a ban." Really? So by that statement, you're banned and guilty based on the word of a player with an axe to grind LONG before you've even had the chance to respond! Whatever happened to "innocent until proven guilty"? Why, InnoGames, do you even need to have Mods for the game when a player has already been told to go "screw themself" based on the personal vendetta of another player?

Bottom line... when a company goes out of its way to put customer service at the bottom of the priority list and allows their "employees"/"representatives" to outright accuse its customers of being liars even with proof supporting what the customer has said, the company needs to reevaluate its business model. I've been more than tolerant over the years, even as I've watched the game degrade to the point that it takes no actual skill to play it and anybody with a brick of gold can win. To add insult to injury, the mods have developed the attitude that they are "Gods" above reproach, incapable of a mistake, and therefore do not even have to consider facts or evidence submitted with regard to an appeal. Its become a matter of "being in bed" with the right Mod, otherwise you get the shaft.

I pride myself on being an honest person of integrity who is willing to admit when I am at fault, and this treatment has more than pushed me beyond the point of simply "forgiving and forgetting". Now its personal, InnoGames, and the pen is mightier than the sword.

UPDATE 2/3/2021: It should be noted that I had just paid to have premium put onto my account and my son's account, which cost me about $60. As such, I cannot even get my money back nor am I able to use the premium. Furthermore, on 2/2/2021, the Mod doing the review (Googly) admitted that one of the accounts for which we were being accused of owning did NOT in fact belong to us, and that account was unbanned. We, however, did NOT receive an apology whatsoever from the Mod but received additional accusations from yet another Mod reviewing the case and threatening to leave my account banned if I did not admit to wrongdoing. After having Googly admit that one of the accounts in question did not belong to us, I further refused to admit to wrongdoing and stated that it was clearly obvious that InnoGames' Mods DO make mistakes and, as such, it was also possible for them to log into an account and change settings and details to suit their needs and support a faulty ban. We continue to receive threats from the mods AND, adding insult to injury, we are continuing to receive harassing messages in Discord from the individual who reported us. For every Discord user we block, another one pops up. Most recently with a message, "Bit$$" directed at me personally. I just love how InnoGames protects the abhorrent behavior of its mods AND the players on its game. My next complaint(s) will go to local law enforcement about the continued threats from the player on Tribal Wars.

Unbelievably bad and unfriendly customer service.

I made the mistake of buying diamonds from the company that didn't appear in my account.

I was asked to prove it which I did, but still had a 5 day delay before I got the diamonds but only after - being told it was my personal responsibility to contact other 2 other departments of InnoGames ZERO APOLOGY.

Disorganised, unfriendly, unapologetic. This company f*cking sucks. I regret giving them my money and will absolutely NOT do it again, which is disappointing because I had thoroughly enjoyed their games. F: ck you InnoGames - here goes another unhappy paying customer

On two occasions this bunch of thieves had no issues taking money from my account to pay for diamonds that they never issued. Then they ask me to provide evidence that it happened. Even when I did I still don't hear from them... Lady Marlena head of admin needs to get off her fat arse and stop this thieving going on. My son chose to spend his pocket money with these ball bags only to have them steal from him.
Stay clear of innogames..

This company have only one policy: Refuse any contact with their own players. They have made contacting the company almost impossible. Forums for each game are completely ignored by the devs. Any suggestions, feedback or constructive critics are always ignored and never answered by the devs / Innogames. Only time a player will ever hear from the devs are announcements of coming updates. Even if there are 100% negative feedback towards an update, it will be ignored by Innogames. Gameplay of games will not be finished, as most updates will be about how to push players to pay more. I have never in my life experienced a company with such a poor customer service as InnoGames.

"I'm just saying"... Innogames are complete scammers who only want your money. They are always RIGHT and screw you IF SOMETHING WENT WRONG!

BEWARE CONSUMER... very poor customer service