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PSA: Transaction History and "Support"

atomicstorm

atomicstorm

Slayer
Joined
Aug 21, 2013
Posts
9,535
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Blockchain
Avatar Name
MeLoveYou LongTime FiveDolla
Just a reference, not too long ago, you used to be able to get transaction history (for tax reasons or other purposes) when required if you asked support for it. Case #359514 was proof of this - for those in blue that are lurking.

Seeing that transaction history is now at 12 months on the website, several transactions have lapsed and I have asked now twice for these transactions that I cannot get to. I was refused, given overall summary (which was incorrect, inflated withdrawal numbers specifically), and told to go talk to my payment provider. Well, that's not really possible or practical.

I would think, given the nature of a RCE, that Mindark is required to keep these records and they are responsible for providing it.

If you need your transactions, be sure to get them because support won't help you. That is, if you can log into the website to begin with (IP whitelisting shouldn't even be required for people).
 
By transaction history do you mean your deposits and withdrawals or you mean each trade you ever done player to player and all auction/shop sales/purchases?
If is the first, about 3 years ago I asked for it but they only had records for my deposits from like 2008. I have never withdrawn so didn't need to ask for it.

I would assume due to GDPR regulations they are restricted how long they can store such data but dunno how long.

I think they should definitely be more transparent with this with official info like on client loader EULA how you can request your info and so forth, and it's kinda fishy that they don't seem to be.
 
Sub-Zero said:
By transaction history do you mean your deposits and withdrawals or you mean each trade you ever done player to player and all auction/shop sales/purchases?
If is the first, about 3 years ago I asked for it but they only had records for my deposits from like 2008. I have never withdrawn so didn't need to ask for it.

I would assume due to GDPR regulations they are restricted how long they can store such data but dunno how long.

I think they should definitely be more transparent with this with official info like on client loader EULA how you can request your info and so forth, and it's kinda fishy that they don't seem to be.
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Deposits and withdrawals.

I cannot speak for GDPR, but usually there is a minimum requirement for 3-7 years for financial data especially for AML reasons.
 
Early last year I was able to get support to provide me with an annual summary total of deposits from 2020 to 2023. Now I have started transferring the data that is available on the Entropia website to my local Excel spreadsheet repository every time I make a transaction.
 
NevadaJake said:
Early last year I was able to get support to provide me with an annual summary total of deposits from 2020 to 2023. Now I have started transferring the data that is available on the Entropia website to my local Excel spreadsheet repository every time I make a transaction.
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The data provided in summary was not accurate. I think if you withdraw and have them cancel it, they are counting the withdrawal. It's a guess without verifying. I just know the end number is wrong.
 
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Sub-Zero said:
By transaction history do you mean your deposits and withdrawals or you mean each trade you ever done player to player and all auction/shop sales/purchases?
If is the first, about 3 years ago I asked for it but they only had records for my deposits from like 2008. I have never withdrawn so didn't need to ask for it.

I would assume due to GDPR regulations they are restricted how long they can store such data but dunno how long.

I think they should definitely be more transparent with this with official info like on client loader EULA how you can request your info and so forth, and it's kinda fishy that they don't seem to be.
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5-10 year is pretty normal for most businesses.

Could have changed tho. 🤷‍♂️

More then fishy how hard is it to display the info for us or deliver it from request.

Agree on transparency. 👍
 
atomicstorm said:
Just a reference, not too long ago, you used to be able to get transaction history (for tax reasons or other purposes) when required if you asked support for it. Case #359514 was proof of this - for those in blue that are lurking.

Seeing that transaction history is now at 12 months on the website, several transactions have lapsed and I have asked now twice for these transactions that I cannot get to. I was refused, given overall summary (which was incorrect, inflated withdrawal numbers specifically), and told to go talk to my payment provider. Well, that's not really possible or practical.

I would think, given the nature of a RCE, that Mindark is required to keep these records and they are responsible for providing it.

If you need your transactions, be sure to get them because support won't help you. That is, if you can log into the website to begin with (IP whitelisting shouldn't even be required for people).
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Lazy and unprofessional.

Shame on you MA
 
Want to know how bad things are at Mindark?

image.png
 
It is absolute insanity quite a bold move to charge customers for customer support. Very MA-esque.
Is this not a 5 minute op on their end to just collate data from a spreadsheet? Blown away by the ineptitude

Enjoy the 3 months man, springs a beautiful time to be outside
 
I don't understand why this information isn't kept in a database just like the most recent 12 months and you can get that information from the website. Obviously they have the information if they can charge you to get it. Weird.
 
atomicstorm said:
It'll get checked I am sure. I will probably get a 3 month ban for the support case.
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If not for the support case, then probably for leaking their reply "shaming" them publicly, or at the very least your post will get deleted, or they simply won't care and just ignore like usual.
 
Xen said:
I don't understand why this information isn't kept in a database just like the most recent 12 months and you can get that information from the website. Obviously they have the information if they can charge you to get it. Weird.
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They have it. They gave it to me before (note the case #). It's possible that they made some changes due to GDPR but they also reduced the number of months available in the transaction history and they didn't tell us. Which is why we got to where we are now. I think it is an unnecessary gatekeep and it leads to a bad precedent.

I would never trust an open ended per hour charge. They can just be retaliatory and bill me 10 hours to do a 2 minute task. Should have just been a fixed fee. They just don't want to do it and/or provide support.
 
atomicstorm said:
Want to know how bad things are at Mindark?

image.png
Click to expand...
Only proper way to react.

Gonna stick to other businesses too. 👍

Instead of lube it's spit now as lubricate better then raw but still dirty move. 🤷‍♂️
 
This is actually a PR nightmare for MA, send this to Kotaku and Polygon and get it trending on X and you’ll get your financial reports within 24 hours
 
While I never got hit with a per-hour charge for requesting something, every support case I sent in has been a shit-show waste of time or endlessly unresolved yet closed.

Growing more and more convinced they're all fucking useless.
 
I'm a US bubba so my knowledge of the GDPR is not as good as it should be, however using our friendly AI, a few things to point out:

To the best of my knowledge, MA being based out of Sweden falls under EU GDPR which means that we (the consumers) have the right to access any of our personal data (finances falling into this).

Swedish Financial Supervisory Authority and EU laws such as MiFID II requires companies to keep financial records for at least 5-7 years. (Again, MA falls under this)

Fun fact - The company has one month to respond to your request but can request a two-month extension for complex cases -- If they refuse, they must explain why and inform you of your right to file a complaint with Sweden’s Data Protection Authority. If the company does not respond or refuses without justification, you can file a complaint -- https://www.imy.se/


I would recommend sending a formal DSAR using the following template:

------------------------------

Subject: GDPR Data Access Request

Dear [Company Name] Data Protection Officer,

I am formally requesting access to my personal data under Article 15 of the General Data Protection Regulation (GDPR). As an individual who has invested money in your company, I would like to receive:
  1. A copy of all personal data you hold about me.
  2. My investment records, including transactions, balances, and account history.
  3. Any other relevant financial information associated with my identity.
Please provide this data in a structured, commonly used, and machine-readable format. If any data has been deleted, please confirm when and why it was erased.

As required by GDPR, I expect a response within one month of this request. If additional time is needed, please inform me as soon as possible.

If you need further information to verify my identity, please let me know promptly.

Thank you,
[Your Name]
[Your Contact Information]
[Your Investor Account Number (if applicable)]

-----------------------------

Now, what I don't know is the fact that MA tried to charge you for requesting this information, if that opens them up to any legal recourse as they are required to provide this information. Could be a fun string to pull on.

Last thing I want to say, and this is directed at any MA official that may read this thread. Is this really how you want people to view this game? Already you have destroyed your relations with your player base, the trust level is at an all-time low and the value of your stocks and the rapid decline of MA's value show cases how badly leadership in MA is ripping apart EU. In a time where you should be working to build trust with players, and try to restore any level of faith, easy kills like this...provide data that you are by law required to keep is a good start. Not trying to charge someone 50 dollars per hour to collect the data. Who knows how large of a bill that would even be at the rate and competence level that MA has displayed over the past few years.... Man, you guys really need to do better..... We need new players in EU, and shit service like this is what causes posts like this Reddit post to be put up (click here for link) -- This is what people see about our game....
 
I have attached this to the ticket.
 
I am extremely dissapointed by this as I was planning on filing a request for totals for my deposits and withdrawals since I started playing to see if I am finally in the positive. I got the idea from messi's post showing that he had done exactly this and got a detailed reply from MA at the time. Perhaps MA is just playing favorites by providing this info to messi but not others?

In any case, I know I can do a search of my email inbox for "Planet Calypso" and get all of my support cases, among which I will also see my deposits and withdrawals, but that's gonna take a while for me to go through and tabulate :/

Frankly, it's like MA is pretending that Entropia is just another internet game; they continually do things like this to prove that the whole concept of RCE totally evades them. Where's the in-game ledger showing all transactions? Jesus, EVE has it, many other games have it, wth?
 
getting better and better, we can say that they are not ashamed of anything, they are sinking but they continue to dig. This game is becoming a purge.
 
Legends said:
I am extremely dissapointed by this as I was planning on filing a request for totals for my deposits and withdrawals since I started playing to see if I am finally in the positive. I got the idea from messi's post showing that he had done exactly this and got a detailed reply from MA at the time. Perhaps MA is just playing favorites by providing this info to messi but not others?

In any case, I know I can do a search of my email inbox for "Planet Calypso" and get all of my support cases, among which I will also see my deposits and withdrawals, but that's gonna take a while for me to go through and tabulate :/

Frankly, it's like MA is pretending that Entropia is just another internet game; they continually do things like this to prove that the whole concept of RCE totally evades them. Where's the in-game ledger showing all transactions? Jesus, EVE has it, many other games have it, wth?
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We can see every item that we have and where it is and every support case we have ever created. But we are now restricted to 12 months of financial transactions (pretty sure it was more). How does that make any sense?
 
Bear in mind i have no idea about USA procedures, but in here i log into my bank account, query with a keyword, and get my detailed pdf in 1 min.
Is that different out there?

P.S. why are you downvoting me? Im just asking a question. Whats wrong with you?
 
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Hello all,

I can confirm that we do and will provide transaction history as we have done previously, without charge. I cannot share the details of support cases so this is up to OP if he wishes to share any further updates regarding this specific case. Apologies for any panic over this for what was a response not inline with how we have traditionally handled this kind of request.

/Socrates
 
The Mind said:
Bear in mind i have no idea about USA procedures, but in here i log into my bank account, query with a keyword, and get my detailed pdf in 1 min.
Is that different out there?

P.S. why are you downvoting me? Im just asking a question. Whats wrong with you?
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Irrelevant question. That's not the point of the entire issue. That's why you are downvoted.

I confirm that it was resolved with Socrates intervention and was given 100ped UA to go with.
 
atomicstorm said:
Irrelevant question. That's not the point of the entire issue. That's why you are downvoted.

I confirm that it was resolved with Socrates intervention and was given 100ped UA to go with.
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Youve been extremely rude to support agents, when it was you who wrongfully thought you were requesting less than a year of data (but it was 22 months actually, according to discord conversation, not like its justified in any case) and now to people who, on this forum, simply trying to tune in to whats going on, just to be dismissed as "irrelevant".
They shouldnt give you any compensation, but a ban.
 
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I'm glad LongTime got resolution here.

But let's be clear, there wasn't panic. People are just fed up with how feckless support is. And it really shouldn't take advertising how bad support actually is on PCF and reddit to get hush money response.

What about the literally thousands of other tickets for other users where support all but said fuck off and closed the cases?
 
The Mind said:
Youve been extremely rude to support agents, when it was you who wrongfully thought you were requestion less than a year of data (but it was 22 months actually, according to discord conversation, not like its justified in any case) and now to people who, on this forum, simply trying to tune in to whats going on, just to be dismissed as "irrelevant".
They shouldnt give you any compensation, but a ban.
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This has determined to be false as noted above per the resolution of the request. There's a reason why everyone has you blocked on discord.
I didn't ask for compensation. They decided to do that on their own accord. The request was always for the dates noted in the support case. I never asked for less than 12 months. Lastly, as others have noted I am entitled to all my financial data per the GDPR.
 
atomicstorm said:
This has determined to be false as noted above. There's a reason why everyone has you blocked on discord.

I didn't ask for compensation. They decided to do that on their own accord.

Lastly, as others have noted I am entitled to all my financial data per the GDPR.
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Even if you entitled to something, doesnt mean you have any right to treat people like that.
 
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