Poor management at its finest.

I have been playing Bit Heroes (owned by Kongregate since 2019) for nearly 2 years now. Through my time playing this game, I've learned that the Bit Heroes community is incredibly passionate and can endure through even the most difficult situations that Kongregate puts them in. However, there comes a time when enough is enough, and the community has to be heard.

Since their entrance, Kongregate and their respective Product Managers have handled Bit Heroes carelessly, and over the past year the game has slowly evolved into a train wreck (to say the least). The Product Managers have grown complacent and downright ignorant of the current state of their game and its future. All that has been holding this game together are the community managers and the tight-knit community (including most moderators, player advocates, etc.).

Customer support takes multiple days (sometimes weeks) to respond to a single ticket. In some cases, players have to send multiple support tickets for the same issue because the communication between customer support and the Bit Heroes team is horrendous.

Last year, despite vast community pushback, the product managers decided to integrate Web 3 technology into Bit Heroes. The community knew from the beginning that this was bad news and that the product managers were making a mistake. Since then, the Product Managers and Bit Heroes' development team have shown more interest in non-fungible tokens than they ever showed for their own loyal community. Not only is Kongregate (and the product managers for Bit Heroes) inept, they are also blatantly greedy.

Just recently, the community experienced by far the worst situation this game has seen so far. Due to a very simple currency conversion miscalculation, there was a server-wide rollback. More than a day's worth of progress was lost. Everything the players had accomplished in the 36-hour period was completely gone because of a simple screw-up. Purchases were lost, in-game items were lost, event rewards were lost, gacha-based prizes were lost, and even player progression was lost. Players affected by the situation had to reach out to customer support, wait for weeks (yes, weeks), and in some cases, the things listed earlier were gone forever. The team in charge (Developers, Product Managers, etc.) has even refused to return items that were outright stolen from players who had justly earned them in the first place. The situation sparked a community outrage that has been burning even up to the time of this review, and for very good reason. This is a perfect example of how Kongregate and the people in charge of Bit Heroes treat their player base. The very same players who have faithfully played their game for numerous years are treated like trash.

Kongregate and the Product Managers running Bit Heroes have a basic to no understanding of their game. They can't sympathize with their player base on a simple level. The whole company reeks of greed, and yet they are the most anti-consumer game company I have ever seen.

No person should be subjected to this kind of awful experience.

Banned my account and will not give a proper explaination why.

This is the email exchange:
Me: I haven't used kongregate in a few years, and went to login now and appear to be banned for purchasing issues. This is news to me, as I am completely unaware of what caused this. My username is Sisco84. Any help on this would be appreciated. Thanks!

Them: Greetings! Having reviewed the account history, this account was banned for purchasing issues in 2016. I will not be able to reinstate access to this account.
Details behind this are available in the Kongregate User Agreement, which are linked below.
Kongregate User Agreement
Thanks!
Drew
Community & Support

Me: Okay. That doesn't give me any information... If there was a purchase issue, why cannot I not rectify said issue? I'm unaware of any purchasing issues, and was never notified. I am getting a PC on Friday and wanted to play games as I haven't had a pc since 2016. How would someone get banned for "purchasing issues" in the first place? Suspend the account and notify the user? Is this legitimate or a joke that took me 3 years to find? I dont mean to be rude, but I'm seriously at a loss for words.

Them: Here's a bit of history for you:
This account was noted as having been tied to a credit card or PayPal purchase that may have been at risk. We reached out 3 times via email over the course of several weeks, banning the account temporarily twice in the process to attempt to force contact.
To protect your financial security, we banned the account and refunded any recent purchases at that time.
I hope that helps clarify the situation!
Thanks!
Drew
Community & Support

Me: I have never been told why... What exactly happened? I highly doubt that Kongregate cannot unban accounts they own... And I've literally never been told what happened... I've spent money on your website and never been told why I was banned outside of "billing issue"... What does that even mean?

On top of this, I never received any correspondence about having card issues. I wouldn't have thought to check them anyway, as there was literally no problems with my card. I made my purchases and moved on. The only reason they could have card issues is if they were trying to charge me after said purchases, which wouldnt make any sense. I have since went through my emails from them, and have nothing saying that at all. I do however have emails from them after my account was banned advertising video games. This doesnt make sense to me, and unfortunately, with such terrible customer service, I have no intention of spending money on their site again. Stay away, a "billing issue" resulted in all my progress being removed, and I did nothing wrong.

Great games, support in few hours, not many ads.