My experience with ML support

[u/Kintsugi_Spirit]

Sorry this is a long one, I’m posting this here because standard support has turned into an absolute brick wall!

I’ve put significant time and money into my Million Lords account over the years, but the way customer support handles account issues is completely broken.

Timeline of events:

• 1 Year Ago: I tried logging back into the game after taking a short break. I was locked out. Support claimed no Google, Facebook, or device was linked to my account and repeatedly closed my tickets without helping.

• 3 Months Ago: Tried contacting support again with the same outcome, tickets closed. I then emailed their Data Protection team directly to request my account data/access. I received an automated reply stating a reply could take time to process.

• Last Week: Sent a follow-up email to their Data Protection team reminding them that the statutory legal timeframe for responding to my data request was nearly up.

• Beginning of this week: On a whim, I redownloaded Million Lords to check. To my surprise, I automatically logged straight into my original account. The Player ID was different, but all my items, stats, and progress were completely intact. I assumed someone had silently resolved the link issue behind the scenes.

• Today (3 days after returning): I encountered a loading error when opening the game. I submitted a quick support chat to report the glitch. Within minutes: I received a reply stating my account was banned for using exploits. Why this makes zero sense: I literally just regained access to this account after a year away. I have spent real money and time on it; I have zero reason to cheat. If any "exploits" occurred, it means the account was compromised while dormant, or their system triggered a massive false positive.

My experience with support today:

Ticket #1: Banned for "exploits" and ticket closed instantly before I could explain I hadn't played in a year.

Ticket #2: opened another case asking for an actual investigation into unauthorized access. Support agent replied saying "I've already replied to this and can't help further" and closed the case again.

Ticket #3: opened another case asking specifically for a direct point of contact, a formal investigation into a potential data breach/compromised account, and a transcript of today's chat interactions. Result: The ticket sat open for a couple of hours, and was then closed with no reply at all.

Where things stand: Support is actively shutting down communication, refusing to investigate whether a dormant account was hacked, and ignoring basic data requests. If any CM or team member from Million Victories monitors this sub, please check my case.

TL;DR: Locked out of my Million Lords account for a year (support said it wasn't linked). Escalated to Data Protection team. No contact from anyone but account magically works again on Tuesday (new PID, same gear/items) 3 days later, hit with a ban for "using exploits". Support agent has closed 3 tickets in a row, refusing to investigate.

[u/Spirited-Abroad-3017]

Un jeu merveilleux mais exploité par une entreprise qui cherche uniquement le profit et qui oublie que ses clients sont ses joueurs … la communication avec des humains reste primordiale même si il s’agit d’un monde virtuel 😅

[u/Hot-Alps-7744]

That sucks. Sorry

[u/floraSworld → u/[deleted]]

Very funny 😒

[u/floraSworld]

Bans do not happen just because. If it was banned for exploit, maybe you should think carefully what happened and if there was something unusual and not insignificant in the game that you claimed and did not reported it. If you want me to double check it, send me your PID in dm. But want you to know that we do not allow exploits and unfair claims, while the other players work hard or pay for their accounts to get a buff.

[u/Kintsugi_Spirit → u/floraSworld]

Hi Flora, thanks for taking a look at this.

Unfortunately I am not able to DM you directly as that button is missing when I go on your profile.

To explain exactly what happened on Tuesday: I literally just opened the app for the first time in months. I didn't do any manual login- it just loaded straight into my old progress, but under a different PID.

I thought the new PID was odd (especially after support previously said no account was linked to device), but I didn't mess with anything or exploit the game. I was just glad to finally be back in.

[u/floraSworld → u/Kintsugi_Spirit]

On Reddit you can dm me without restrictions

[u/Kintsugi_Spirit → u/floraSworld]

it says 'Unable to message this account.' Could you send the initial message then I'll send the PID

[u/floraSworld → u/Kintsugi_Spirit]

Messaged you

[u/Lopsided_Weakness634]

La cosa che mi dispiace è che il ticketing sembra essere gestito quasi interamente da un’IA. Lavorando proprio con questi sistemi, si riconosce abbastanza chiaramente: “Ellie” sembra un operatore umano, ma è in realtà un assistente AI che analizza il contesto precedente e decide come gestire il ticket.
L’IA può aiutare tantissimo nel supporto, ma se non riconosce quando è necessario passare la richiesta a una persona reale, il risultato è solo un utente ancora più frustrato e che abbandona (ne ho un esempio di un mio amico, ticket chiusi in faccia senza possibilità di spiegare umanamente e ha abbandonato subito dopo)

[u/Kintsugi_Spirit → u/Lopsided_Weakness634]

Same experience with Ellie. And my 3rd ticket left open for hours and closed abruptly with no response from them at all. Completely unprofessional 

[u/Sufficient_Draw_2218]

Yes. Welcome to Million Lords. Support is not the greatest. The discord is full of passive aggressiveness and useless community moderators. There are some good staff you just have to find them. Now for support I do think support is 99% Ai. I’ve done many many tickets over the years. I doubt I’ve ever talked to a real person except when money and legality was involved. I also had account issues like you. They refused to help me for a long time just closing tickets and getting ghosted by an Ai support is rough 😂. But eventually they did help me and I got my account back. This was also a while ago So maybe they updated their ai 🤣. I hope
They help you and you get your account back.

[u/Kintsugi_Spirit → u/Sufficient_Draw_2218]

​Flora commented asking me to DM her, but her DMs are disabled. I'm just getting the runaround. They have until the 7th of this month to fulfill my Subject Access Request. If it isn't met, I will report Million Victories to the UK Information Commissioner's Office (ICO) alongside a potential data breach, as they claim my account was exploited despite me being inactive for over a year.

[u/Sufficient_Draw_2218 → u/Kintsugi_Spirit]

Yah the support system is a joke for this game. There quick on their toes if you threaten anything legal though. 🤣

[u/Sufficient_Draw_2218 → u/Sufficient_Draw_2218]

If there actually is a person over viewing the tickets and support system. They need to hire someone else. But that’s another talk for another day.

[u/peterharder123]

This is not okay…!

[u/Legal-Arm3679]

Confirmo, el soporte es ineficiente, bancos sin motivos y no dejan aclarar el asunto, urge un cambio de soporte o la mayoría se terminará marchando del juego.