Zor!
Shaun here, Director of Support.
We're fixing some items in our support contact system, and one of them is that our (contact agent) button is set in a place where quite a few people aren't seeing it.
My apologies for the trouble in getting in touch with us.
As you guessed in your message to Erik, we aren't in a position to overrule our Fair Play team. They make the decisions, and we won't undercut them.
However, we ARE in a position to help with your other requests. I believe you asked for a refund and a GDPR data clear.
Even for Fair Play breach accounts, we do offer some anonymization options, and we always offer a refund.
However, I ALSO want to offer you a new account which we can move the membership over. Or just a new account without the membership. We hate to lose users because of misunderstandings with our fair play rules. For instance, we've had so many people think that since opening explorers are legal in Daily Games, that they can use endgame tablebases. It's REALLY frustrating to lose users over something so simple as that.
So we'd love to keep you!
But if not, let me know, and we'll get that refund. I'll also have someone from our Privacy team reach out to you for that GDPR request!
Regards,
Shaun McCoyDirector of Support22:19And my response...22:19Dear Shaun,
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Thank you for your response. While I appreciate and understand your position regarding the fair play team, I must express my disappointment with the situation. I firmly believe that I have not violated any rules, and I find the handling of my account very troubling.
Given the circumstances, I would like to request an immediate refund and the GDPR deletion of my account and personal data. Sadly this experience has been frustrating, and I have decided to transition my all chess activities, including studies and (friends and teams) connections, to lichess.com. Kindly confirm once the refund and deletions are completed.
I regret that we could not reach a resolution, and I appreciate you and Erik for your follow-up.
Best regards,Zor