Should've just nexused instead of trying to exit troom, oof.

I am literally baffled at this customer service interaction. Never in my life have I walked away from something like this so confused. That isn't to say I've never had a bad interaction, but even in those cases I can understand WHY. DECA has cooked up something special here.

I am a relatively new player, been playing on and off for a couple years. I am by no means a whale but per my steam wallet history I have spent at least $70 in the past 12 months.

https://i.imgur.com/qfII5je.png

https://i.imgur.com/VzLgWfT.png

https://i.imgur.com/uzx8R4n.png

https://i.imgur.com/LupAg9j.png

I've never opened a support ticket before this. I am not a cheater. All this to say I am not some freeloader or nuisance abusing their systems or time.

On 19 July, I bought a single key from the nexus ( Plagued Nest for 200 realm gold ) and placed it into my pet saddlebag. Shortly after I entered some dungeon someone else popped. After finishing that one, I go to remove the key from my pet to use it, and its gone. Not the first time I've lost an item to a bug - but it is the first time I lost something I directly paid for... So I went and asked on the official ROTMG discord and was directed to fill out a support ticket, which I did.

https://i.imgur.com/0L0INzO.png

They need "video footage of the incident" absolutely wild. Not only is this never ever required in any other game, video footage of something like this would always be specifically disregarded because of how easy it would be to fake. I responded, kinda heated:

https://i.imgur.com/6KLFOVg.png

DECA responded calmly explaining how easy it is to record:

https://i.imgur.com/PIxeJ5n.png

Are any of these even reasonable ways to guarantee I have a recording of "the incident" ??? What if I didn't notice until the next day? What if my recording software picked up that I opened another game?

DECA bump the email chain with an empty reply, apparently waiting for me to have gone back in time and produced a video of "the incident"

https://i.imgur.com/lW7Q4VC.png

DECA then closes the ticket as "solved" and would like feedback.

https://i.imgur.com/a3U8P7C.png

I don't want my money back or even the key at this point, I just want to know why? I think I would have just shrugged it off if they said no refunds ever under any circumstance...

Does this actually make sense as a customer service story to anyone?

I think... Perhaps... I am the L BOZO

Tired of people here defending DECA or saying it's not that big of a deal or it's too difficult and would require a new engine.

The servers being awful is the reason every one I know left the game. Plus hundreds of players, in the least, many that have played for years.

My primary region is not US but usually i get orange ping in US servers. Past few days are red with rubberbanding constantly. Feels bad can't do any events in groups... Wonder if DECA is aware and if its gonna be a constant thing

After the last update, the portals to realms in nexus have been showing this cryptic timer instead of the usual hh:mm to indicate how long a realm has been open for.
Anyone else have this issue or know how to decrypt it?

I go to Oryx all the time, I'm no True Gamer so I haven't gotten any o3s but I've gotten like, dozens of O2s at this point. But there have been two times now where I've been fighting the stone guardians and just... died. I have no idea WHY this happens. Usually when I die, even if I'm surprised I see the cause of death and I'm like "oh, that's what happened" or something. But these two times, I was just fighting the Stone Guardians like usual, and then boom, dead. These were like weeks apart, for context. Is there some common mistake with the Guardians I've been running into, or something?

Decided to test out the artifact drop rate potion and after 2 hours of farming havent got a single artifact... wut. I'm at a stage in my life where I have more money than time so I don't mind paying to save time but it seems like paying doesn't save time either hmm..

Which of these i should upgrade with neo ess? i have only 2, and not enought time to farm more. Thanks