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Players of Scopely Games Demanding Refunds from Apple for Deceptive Advertising

Updated on August 3, 2017
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Kayla is an active player of The Walking Dead: Road to Survival mobile game for nearly 2 years.

Seeking Refunds

In the last 48 hours Google Play has received a record number of refund requests from customers that have made in-app purchases while playing The Walking Dead Road to Survival mobile game by Scopely. A very large amount of those people have been issued refunds and caused Google Play to go in lock-down regarding issuing refunds to most RTS customers, although some players are still being successful. They are putting many refund requests on hold or denying them until they are able to conduct an investigation into Scopely's advertising and business practice.

Since the release of the the last article, Players of Scopely Games Seeking Refunds from Google Play for Deceptive Advertising, I have received hundreds of emails requesting the same instructions for Apple customers from players of RTS, WWE and more. After spending time verifying, fact-checking, and speaking to players who have already submitted for refunds, I have gathered the following information for RTS players that would like to request refunds from Apple for their purchases.

Angry Customers

Players have reached a point that they are in full on rage mode. They are sick and tired of waiting for Scopely to come through on the many promises they have made in the last few months and are no longer in a forgiving mood as far as Scopely is concerned. Many of the players that have already received refunds from Apple have received full refunds of every cent they have ever spent on pulling for characters in the game.

Google Play customers had a higher rate of success using the deceptive advertising reasoning, as well as referencing lock-outs, and being ignored by Scopely Support in-game as well as on the forums. These are also proving very effective for Apple customers. If you have experienced the following issues you have a right to request a refund from Apple:

  • On-going issues with lock-outs, game crashes and errors rendering the app unplayable.
  • Major glitches, bugs and errors keeping you from using your purchased items as planned during tournaments, wars and other events.
  • Having daily issues with glitches, bugs and errors without resolution from support.
  • You feel as if you have been deceived through Scopely's advertising on multiplied chances.

Since the last article and the massive surge of refunds, Scopely staff "Johnny Foxtrot" has commented on the Scopely forums that the in-game support was incorrect in their explanation that there are no increased odds, but in the process of his statement he changed the story from what they had said previously, even before the "incorrect information" was sent out from in-game support.

How to Request a Refund

If you have experienced issues with your game or purchase you can request a refund directly from Apple. They do not issue refunds without valid reasoning and require an explanation of why you are requesting such. You will have to explain all the reasons why the game is deceitful and about all the many issues with events, unfair gaming, cheating and their poor customer service to go for full refunds. Some players have already requested refunds backdated to day one by explaining all of the issues with Scopely and The Walking Dead app.

Note: You can only report problems on items you purchased within the last 90 days.

When speaking to an employee of Apple that wishes to remain anonymous, I was informed that receiving a successful refund is fairly simple if it is within the first 90 days. It is possible to get refunds for as far back as you feel you are entitled but it will take a little more work. You need to keep explaining why you feel you are entitled, explain all issues in full to each person you speak to, and not accept the answer no which they are required to give.

If you continue to hit a road block with a rep, as for a supervisor, if you still continue to hit a road block, ask for another supervisor or their superior. Your goal is to escalate the call as high as possible and eventually you will get what you are entitled to. It may not take more than the first supervisor to make your point but it is possible. You also will need to let them know that you will be filing a complaints with outside agencies such as the BBB, Attorney General, etc. You also want to make it perfectly clear to each person you speak to that you are willing to do a full charge back through your bank or CC company if you are not issued the refunds.

Here is how to request a refund from Apple customer service:


  • How to get a refund using your iPhone or iPad

    1. Launch Mail from your Home screen.
    2. Search for "Your receipt from Apple" if it's not immediately visible.
    3. Tap on the receipt for the purchase your want refunded.
    4. Tap Report a Problem next to the purchase you want to report. You will be redirected to Apple's problem reports page.
    5. Enter your Apple ID and password when prompted.
  • How to get a refund using Apple.com the web

    1. Go to Apple's problem report page at http://reportaproblem.apple.com/
    2. Login with your Apple ID user name (typically your email address) and password.
    3. Select the appropriate tab (Apps)
  • How to get a refund using iTunes on Mac or Windows

    1. Launch iTunes.
    2. Click on "Account".
    3. Type in you Apple ID and password when prompted.
    4. Click on "See All" under your purchase history.
    5. Click on the arrow next to the purchase that contains the purchase you'd like a refund for.
    6. Click on Report a Problem at the bottom of the purchase batch.
    7. Click on Report a Problem next to the single item you wish to report. You will be redirected to Apple's problem reports page.
  • Call Apple support

    1. You can call (800) MY–APPLE (800–692–7753), 7 days a week from 7:00 a.m. to 11:00 p.m. Central time.
    2. You can see a list of Apple phone numbers from around the world here.
  • Contact Apple chat support

    You can contact Apple chat support online here.

* I am not advocating for anyone to request a refund if they do not actually deserve one. If you feel you have been deceived you are within your right to request a refund and I have provided the screen shots needed to do so. If you have made purchase but did not spend them on the increased chances or do not feel as if you are deceived by the advertisements, you are not entitled to a refund and should not request one without valid reasoning.

"There is no definite quantification of the increased chances since there is no ratio that can define randomness. Randomness is the basic algorithm of the game and dictates the entire gameplay."

"To answer your question specifically, there are no definite odds of getting a 5* character. It is completely random."

— Scopely Support

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      Dub Dub 7 weeks ago

      Excellent work as always. Let's all keep fighting til Scopely changes their ways, or are forced to sell to someone who will fix it.