Support Ignored Possible UI Bug
I have used Hellcase for a long time, but my recent experience with support completely destroyed my trust in the platform. I created a battle that was displayed on my screen as UNDERDOG mode, but after starting, it was registered as a classic battle, which directly caused my loss. I immediately contacted support and explained that this could have been a UI desynchronization or front-end issue. Unfortunately, after hours of conversation, support only repeated automated responses about “server logs” and refused to properly investigate the possibility of a visual or synchronization bug. I understand that mistakes can happen on any platform, but completely ignoring the customer’s perspective and instantly closing the case without escalation is extremely disappointing. If you use this platform, record your screen during expensive battles, because if something goes wrong, support will most likely deny everything unless you have video proof. Very disappointed.nice ---- Edit Thank you for your response. My ticket number is: #571252 I would like to emphasize that the issue was not simply about losing a battle, but about a possible user interface desynchronization. On my screen, the battle was clearly displayed as UNDERDOG mode, however once it started, it was registered as a Classic battle instead, which directly affected the outcome. During my conversation with support, I did not receive any proper investigation regarding a possible visual or UI synchronization issue. The responses were based only on server logs, while the possibility of a front-end or interface-related problem was completely ignored. I have been using Hellcase for a long time, and I hope for a fair re-evaluation of the case, along with appropriate compensation in the form of restored skins or account balance if the issue was indeed caused by a platform error. I hope this matter will be treated seriously and resolved in a professional manner.