Standing Stone Games Customer Service

I've been waiting for a response to get my lifetime account back for over a year. On April 10th 2021 I got an email that my profile was updated "as per my request" and I thought it was weird so I checked and my lifetime account was gone from my account.

I contacted support immediately. It was less than an hour after receiving the email. They responded a couple of days later saying that they would forward my request to the proper department.

Then the wait started. No matter how many replies I posted on my original ticket or how many follow-up tickets I produced, I got nothing. They only closed the follow-up ticket and appended it to the original. That means there was someone there. From time to time I would get a reply in the follow-up tickets that "we told you that the issue had been transferred to the proper department". They even sounded somewhat annoyed.

I posted to this Reddit thread: https://www.reddit.com/r/lotro/comme...e_ssg_support/
On that thread I got a post by someone with a handle "u/-morgoth-"

Quote:

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u/-morgoth- · 1 votes
Yes, mine and my partner's lifetime accounts are rejecting login credentials and the reset password form doesn't send any email through. Our non-lifetime second accounts work fine. I contacted support...

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That post was later "conveniently" deleted... not sure why! Here is the link to that comment: https://www.reddit.com/r/lotro/comme...2BSQEAAA%3D%3D

Same user had another post on that thread but it is also deleted. It says the same thing though.

I'll contact him to see if he at least got his account back.

Yesterday they closed and marked as "solved" my original ticket.

I posted a follow up immediately saying that the issue is long overdue but definitely not "solved"

I've made printouts of all my tickets. Will be posting those everywhere if it comes to it.

I feel that the account was not hacked, I feel that they just removed all Lifetime accounts giving us all the middle finger.
Although it would be pretty easy to hack an account since there is no security when it comes to password change. You can transfer a nickname to a new email without email confirmation on the old email... (ridiculous).. but I truly feel that they just wanted to get rid of life timers.

Maybe hacked accounts have been restored but I think that you will see that none of them were lifetime accounts.

Just my 2 cents here. I'm furious

My ticket has been marked as solved, after 1 year without any reply, obviously is not solved...

7 month ticket, lifetime account, 'solved' with no comments ... really does seem like Standing Stone is just closing lifetime accounts down

Quote:

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Originally Posted by Escozul01

I've been waiting for a response to get my lifetime account back for over a year. On April 10th 2021 I got an email that my profile was updated "as per my request" and I thought it was weird so I checked and my lifetime account was gone from my account.

I contacted support immediately. It was less than an hour after receiving the email. They responded a couple of days later saying that they would forward my request to the proper department.

Then the wait started. No matter how many replies I posted on my original ticket or how many follow-up tickets I produced, I got nothing. They only closed the follow-up ticket and appended it to the original. That means there was someone there. From time to time I would get a reply in the follow-up tickets that "we told you that the issue had been transferred to the proper department". They even sounded somewhat annoyed.

I posted to this Reddit thread: https://www.reddit.com/r/lotro/comme...e_ssg_support/
On that thread I got a post by someone with a handle "u/-morgoth-"



That post was later "conveniently" deleted... not sure why! Here is the link to that comment: https://www.reddit.com/r/lotro/comme...2BSQEAAA%3D%3D

Same user had another post on that thread but it is also deleted. It says the same thing though.

I'll contact him to see if he at least got his account back.

Yesterday they closed and marked as "solved" my original ticket.

I posted a follow up immediately saying that the issue is long overdue but definitely not "solved"

I've made printouts of all my tickets. Will be posting those everywhere if it comes to it.

I feel that the account was not hacked, I feel that they just removed all Lifetime accounts giving us all the middle finger.
Although it would be pretty easy to hack an account since there is no security when it comes to password change. You can transfer a nickname to a new email without email confirmation on the old email... (ridiculous).. but I truly feel that they just wanted to get rid of life timers.

Maybe hacked accounts have been restored but I think that you will see that none of them were lifetime accounts.

Just my 2 cents here. I'm furious

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Horrible... My lifetime account is shut down to... I got a respons (over a year later) that my account is banned because of Rank Farming in the Moors. That I intentionally surrendered my freep to creeps to let them gain infamy. I haven't played for a long time so I can't be me who did this Rank Farming. I even asked some ingame friends to check my chars. They weren't even close to the Moors and been inactive for years... After that respons they close all of my tickets and won't respons on new ones. Just close them as solved.

My password suddenly stopped working and I'm haven't received a password reset link to my email when I request it. I've been trying for weeks.

Support just gives me this canned message, "Thank you for your inquiry. I have escalated this to the relevant team. Thank you for your patience, while they are looking further into this."

Then mark my ticket as "solved", without actually doing anything. I still can't log in to my account that I've had for nearly 15 years. What's going on with these people?

Quote:

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Originally Posted by mooseville3000

My password suddenly stopped working and I'm haven't received a password reset link to my email when I request it. I've been trying for weeks.

Support just gives me this canned message, "Thank you for your inquiry. I have escalated this to the relevant team. Thank you for your patience, while they are looking further into this."

Then mark my ticket as "solved", without actually doing anything. I still can't log in to my account that I've had for nearly 15 years. What's going on with these people?

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Join the club. Best thing to try is send a helpdesk ticket with as much info as you can. Photo's from original CD's and keys, purchase receipts, ...
Hopefully that will be enough to regain access.

Exactly the same boat. My Lifetime VIP account just lost it's Lifetime VIP status and became a Free account.
Raised a ticket.
Eight months later support closed it as "solved".
Still a Free account.

Finally after 8 months got a response:

"Today at 17:59
Hi Karl,

Apologies for this delay. After further review we will not be able to release this account. Please note that players are responsible for their account’s security. The Support Team does not mediate account ownership disputes and is not responsible for restoring items or currencies that were lost as part of a compromise.

For security reasons, please do not use your real name as your username, password, or forum handle. We reserve the right in our sole and absolute discretion to suspend and/or terminate your account and restrict your access to the Daybreak Games if you do not comply with the Daybreak Terms of Service, Daybreak Privacy Policy, Daybreak End User License Agreement and/or any other terms and conditions that may apply to your access to and/or use of any Daybreak Game(s).

You can find more information on Daybreak Games’ Terms of Service here: https://www.daybreakgames.com/terms-of-service

As we cannot assist further, any future responses or inquiries regarding this account will not receive a response.

Kind regards,



Standing Stone Games
Senior Customer Support"

Or to summarise .... f**k off

Seriously, their security system was breached but thats my problem?

I've emailed PCGamer to see if that does anything, maybe if others did then they might step in and get a response.

They have obviously just wiped the lifetime accounts, ignoring us completely and unless someone with more influence steps in they'll just ignore players.

Guys...I've got my account back after one year and some days. I'm really happy. Good luck to all of you.

Quote:

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Originally Posted by krlsrrll

Finally after 8 months got a response:

"Today at 17:59
Hi Karl,

Apologies for this delay. After further review we will not be able to release this account. Please note that players are responsible for their account’s security. The Support Team does not mediate account ownership disputes and is not responsible for restoring items or currencies that were lost as part of a compromise.

For security reasons, please do not use your real name as your username, password, or forum handle. We reserve the right in our sole and absolute discretion to suspend and/or terminate your account and restrict your access to the Daybreak Games if you do not comply with the Daybreak Terms of Service, Daybreak Privacy Policy, Daybreak End User License Agreement and/or any other terms and conditions that may apply to your access to and/or use of any Daybreak Game(s).

You can find more information on Daybreak Games’ Terms of Service here: https://www.daybreakgames.com/terms-of-service

As we cannot assist further, any future responses or inquiries regarding this account will not receive a response.

Kind regards,



Standing Stone Games
Senior Customer Support"

Or to summarise .... f**k off

Seriously, their security system was breached but thats my problem?

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Yes, exactly the same reply for me too.

Quote:

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Apologies for this delay. After review we will not be able to release this account and it has been permanenltly suspended. Please note that players are responsible for their account’s security. The Support Team does not mediate account ownership disputes and is not responsible for restoring items or currencies that were lost as part of a compromise.

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I really don't know what to do; I feel lost. I even asked for a compromise - Upgrade my free account to Lifetime VIP status.
Then:

Quote:

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After reviewing your case it appears that it was handled in accordance with internal policy and I'm regretfully unable to provide a different outcome.

I'm very sorry to hear this happened, however In-Game CS is unable to intervene in situations like this. As the account owner you are ultimately responsible for all actions conducted through the account, so do take extra care to keep your account login information secure going forward to avoid a repeat of this type of incident.

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Quote:

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My issue was raised in September 2021. After initial replies from support, it took 8 months and a polite shove from community manager, Cordovan to get a response to my ticket.

The result was that I was told to take responsibility for Standing Stone Games' lake of account security, which allows someone, other than the account owner, to change the registered email address.* This is something most other providers do not allow without sending an alert to the original email address, and requiring confirmation from the original email address BEFORE allowing the change.

* It is still unknown, or was not confirmed to me, what actually happened to my Lifetime VIP account, and why I am unable to access it. Mearley that it has now been suspended; tough luck; deal with it; bye bye.

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Quote:

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Originally Posted by Tokinux

Guys...I've got my account back after one year and some days. I'm really happy. Good luck to all of you.

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I got some good news too. Now if only I could change my password (just like they asked me to). Sadly, the SSG accounts page has been 'in maintenance' for over 24 hours now...

Oh, I am furious.

After 12 months and 1 week since my first ticket was submitted, I finally got my response today. And oh, what a response it was.

Here are some choice quotes - keep in mind, my LOTRO account was hacked into...not my computer, not my email, not even PayPal...my LOTRO account...and over $400 worth of coins were purchased on my dime, and my account information was changed - I haven't had access to it since June 14, 2021:

• "I'm afraid we're unable to revert changes following an account compromise"

• "We can only advise taking additional security precautions to avoid a repeat, i.e. making sure your anti-virus software is up to date..."

• "we're unable to intervene in issues stemming from lax account security"

• "in spite of the situation I hope this reaches you well, and that you won't be shy about contacting us again if you encounter any other in-game issues in the future"

• "this issue is considered solved"

• "thank you for your understanding"

Absolutely amazing...my particular favorites there are telling me that "my lax account security" and "my anti-virus software" are the cause for my LOTRO account getting hacked into; and "don't be shy about contacting us". Oh, and let's not forget "this issue is solved", and then closing the ticket so I can't respond to it. Lol - who is running this company??

So apparently I'm not getting money back, not getting any form of compensation, and - I can only assume, as it wasn't explicitly stated - also not getting my account that dates back to nearly the start of the game back. Oh, and not even a "sorry it took us over a year to type a hundred-word version of "F*** OFF".

Quote:

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Originally Posted by EvolvingMonkey

Oh, I am furious.

After 12 months and 1 week since my first ticket was submitted, I finally got my response today. And oh, what a response it was.

Here are some choice quotes - keep in mind, my LOTRO account was hacked into...not my computer, not my email, not even PayPal...my LOTRO account...and over $400 worth of coins were purchased on my dime, and my account information was changed - I haven't had access to it since June 14, 2021:

• "I'm afraid we're unable to revert changes following an account compromise"

• "We can only advise taking additional security precautions to avoid a repeat, i.e. making sure your anti-virus software is up to date..."

• "we're unable to intervene in issues stemming from lax account security"

• "in spite of the situation I hope this reaches you well, and that you won't be shy about contacting us again if you encounter any other in-game issues in the future"

• "this issue is considered solved"

• "thank you for your understanding"

Absolutely amazing...my particular favorites there are telling me that "my lax account security" and "my anti-virus software" are the cause for my LOTRO account getting hacked into; and "don't be shy about contacting us". Oh, and let's not forget "this issue is solved", and then closing the ticket so I can't respond to it. Lol - who is running this company??

So apparently I'm not getting money back, not getting any form of compensation, and - I can only assume, as it wasn't explicitly stated - also not getting my account that dates back to nearly the start of the game back. Oh, and not even a "sorry it took us over a year to type a hundred-word version of "F*** OFF".

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... and if you do reply or start a new ticket, you will get a copy-paste of that reply and the ticket closed. My case was classified as an ownership dispute: "The Support Team does not mediate account ownership disputes". This isn't a dispute, I have my original receipts from the purchase; from both PayPal and Codemasters. I have the proof of ownership. I have screenshot of me playing my characters.

I've never known of any other company of this size treat their customers in such an appalling way!

After about a year ..

Hi Colin,

Please accept my apologies for this delay. After further review this account cannot be released. Please note that players are responsible for their account’s security and the Support Team does not mediate account ownership disputes. We reserve the right in our sole and absolute discretion to suspend and/or terminate your account and restrict your access to the Daybreak Games if you do not comply with the Daybreak Terms of Service, Daybreak Privacy Policy, Daybreak End User License Agreement and/or any other terms and conditions that may apply to your access to and/or use of any Daybreak Game(s).

You can find more information on Daybreak Games’ Terms of Service here: https://www.daybreakgames.com/terms-of-service

As we cannot assist further, any future responses or inquiries regarding this account will not receive a response.

Kind regards,


Standing Stone Games
Senior Customer Support

gutted

I have read the terms of service and no where in those terms does it justify their response to us or lack of action in recovering our accounts.

"Please notify us immediately if you are aware of any unauthorized access to and/or use of your account."
We have notified them that we believe there has been unauthorized access to our accounts, and their response is to suspend our accounts without giving any reason or evidence.

Quote:

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Originally Posted by Escozul01

I've been waiting for a response to get my lifetime account back for over a year. On April 10th 2021 I got an email that my profile was updated "as per my request" and I thought it was weird so I checked and my lifetime account was gone from my account.

I contacted support immediately. It was less than an hour after receiving the email. They responded a couple of days later saying that they would forward my request to the proper department.

Then the wait started. No matter how many replies I posted on my original ticket or how many follow-up tickets I produced, I got nothing. They only closed the follow-up ticket and appended it to the original. That means there was someone there. From time to time I would get a reply in the follow-up tickets that "we told you that the issue had been transferred to the proper department". They even sounded somewhat annoyed.

I posted to this Reddit thread: https://www.reddit.com/r/lotro/comme...e_ssg_support/
On that thread I got a post by someone with a handle "u/-morgoth-"



That post was later "conveniently" deleted... not sure why! Here is the link to that comment: https://www.reddit.com/r/lotro/comme...2BSQEAAA%3D%3D

Same user had another post on that thread but it is also deleted. It says the same thing though.

I'll contact him to see if he at least got his account back.

Yesterday they closed and marked as "solved" my original ticket.

I posted a follow up immediately saying that the issue is long overdue but definitely not "solved"

I've made printouts of all my tickets. Will be posting those everywhere if it comes to it.

I feel that the account was not hacked, I feel that they just removed all Lifetime accounts giving us all the middle finger.
Although it would be pretty easy to hack an account since there is no security when it comes to password change. You can transfer a nickname to a new email without email confirmation on the old email... (ridiculous).. but I truly feel that they just wanted to get rid of life timers.

Maybe hacked accounts have been restored but I think that you will see that none of them were lifetime accounts.

Just my 2 cents here. I'm furious

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Hi. That was me from reddit, and just to update both me and my partner got the email to say that they WONT restore our accounts because SSG "don't handle account disputes".

I'd recommend sending an email to EG7s customer service department. If SSG won't help, start emailing their new owners directly. If everyone having problems does that you'd actually get a response out of SSG

Same for me.

I too believe that it's really odd that hackers attacked ONLY lifetime accounts.

Whether the account is lifetime or not is not available to the public. I personally have never discussed that out or in-game. Also, I see so many cases popping out around the same time. This game exists for 15 years now and suddenly lifetime accounts get hacked all at once?
Furthermore, my personal password is a unique one and can't possibly have leaked since It was not used for months before the hack.

After gathering all that info, all these "coincidences", I have to give some merit to the possibility that this "lifetime accounts run" was not random.

I keep requesting the support team to reconsider and help me get back my account after replying that they don't deal with account disputes (who does ffs?) but after repeating that they are done with it, they keep closing my follow-up tickets.
They are really fast to close the ticket or even reply to it when they do. It takes them a couple of days to deal with it.

to me, it looks that pinpointing all the lifetime accounts and deciding what to do with them took some time. That's why they were not replying to all the emails. When they were done with deleting all the accounts or detaching them from our emails, they started replying that they will not give us back our accounts. The hostility of the support team by giving a 3-4 line reply with an "I'm sorry and better luck next time be more careful from now own" shows the decisiveness of the action. To think that SSG can simply deal with their customers who spent hundreds and thousands of dollars on this game over its lifetime, is infuriating.

That is the bad scenario. The absolute worst in my opinion. If they actually change their mind and decide to help will be evidence of their intentions. Maybe that's how the support guys are instructed to respond but if we talk to the forum mods, they might be able to reach out and influence people differently. If it's not a decision to crack down and delete lifetime accounts, then I really believe that we will get our games back.

If they wanted to disband lifetime accounts they could just do it with a version change. LOTRO 2. LOTRO 1 has reached it's end-of-life. Lifetime accounts will be converted to normal free accounts and keep their chars and items. They did not have to do it secretly and alienate all of us. That's the reason why I'm on the fence about believing that SSG decided to disband us all. But still. I'm not letting it go. We'll see how they deal with me and everyone else who wishes to do the same.

Quote:

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Originally Posted by Murgoth

Hi. That was me from reddit, and just to update both me and my partner got the email to say that they WONT restore our accounts because SSG "don't handle account disputes".

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Thank you for replying friend. They replied the same to me. Unbelievable.

Quote:

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Originally Posted by theultimatekyle

I'd recommend sending an email to EG7s customer service department. If SSG won't help, start emailing their new owners directly. If everyone having problems does that you'd actually get a response out of SSG

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They seem to own Daybreak Games who in turn owns SSG. I tried first reaching out to Daybreak Games but they only respond to requests concerning their own games.

I visited EG7
Here is their contact page: https://www.enadglobal7.com/contact/

You can even reach the CEO. Who do you think we should contact first?

And I think, instead of barraging them with emails, maybe a common email would be much more effective?

Quote:

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Originally Posted by Tokinux

Guys...I've got my account back after one year and some days. I'm really happy. Good luck to all of you.

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Hello, you got your account back you say. Please tell us, was it a lifetime account? Was it hacked and detached from your email?

My account was hacked in June 2021.. made a ticket the 7th of June 2021, got a response a week or so later asking for my details and they promised me my money back. I provided the details a few days later... Since then, no response.
I am SUPER F'ing pissed for their laziness. The hacker used up €300,- on top of what I'd spent on the game before the attack (which is likely to have reached over €2000 spread over time) using my still linked Paypal at the time. My account is very old too... I've been eagerly waiting to get a reponse. Eventually I got a response on the 13th of April 2022 ... which was literally 'just confirming our team is still looking into this'... other than that, nothing new, no responses or anything anymore.
Then these bakas set my ticket to solved out of the blue; no response, no extra details, no confirmation my account was restored. I was - and still am - very confused and angry. Especially since I have so much evidence that it is, in fact, my account which I all provided.
So, I created a follow-up ticket ... on May the 29th this year and guess what: still no response.

I've tried to involve the local police because I'm pretty sure this can be considered fraud or scam, but they have no way to work on this because I'm from the Netherlands and this ####service is from America or something. And you can argue with 'it's not a fraud or scam because it's your own responsibility', but then you must realize that all 'my responsibility' CAN do is creating a hefty password... which I had, because this silly company doesn't have ANY other protection measurements like 2FA. How am I supposed to protect my account when the company doesn't have any options??
So no, it's not my responsibility AT ALL, for losing my account to a hacker. It's their fault, and they must pay.

I'm expecting not only my $300 back and the Anniversary Gifts, but a HUGE compensation in Lotro points or USD or whatever for the ridiculously long wait and the hassle. They better make it worth waiting so long without any communication from their side.

Quote:

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Originally Posted by Escozul01

Hello, you got your account back you say. Please tell us, was it a lifetime account? Was it hacked and detached from your email?

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My account is, in fact, non-lifetime (I wish!) and I'm having a similar issue..

Quote:

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Originally Posted by Escozul01

They seem to own Daybreak Games who in turn owns SSG. I tried first reaching out to Daybreak Games but they only respond to requests concerning their own games.

I visited EG7
Here is their contact page: https://www.enadglobal7.com/contact/

You can even reach the CEO. Who do you think we should contact first?

And I think, instead of barraging them with emails, maybe a common email would be much more effective?

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I just sent an email to the Acting CEO. But because it's also under the 'general contact' I didn't realize it's a personal email.. lol. Hope they don't take my 'dear sir / madam' all too serious. :p

Yeap, I received the same canned response to my lifetime account of 15 years too. Even after I supplied username, email, server, characters, and even many receipts of items I bought over the course of 15 years.

Pretty much a huge middle finger to anyone who has a lifetime account. For the most part they didn't even try to assist in helping nor did I get any communication from them saying that I was "compromised" which I am thinking I wasn't, they just want to get rid of lifetime accounts.