I look for your experience and advice with an unfortunate situation my alliance member got into.
After a bad pull streak, in a moment of weakness, he contacted google support about a possibility of refund of his purchases. Very important to note, he did not ask them or authorize them to refund his E&P purchases. Some proactive google pay agent unfortunately went ahead anyway and refunded last 10 of his in game purchases - without his approval.
The purchases were worth around 10k gems + emblems + vip + food and items. Now since he already used up most of the emblems and items meanwhile he sits now with a -26k balance (so effectively it is not possible for him to go back to a previous inventory state by just purchasing some new bundles with the refunded amount of money. It would cost him 3x more now).
He contacted google, no help there, they even refuse to provide him the evidence of their conversation. He contacted also SGG support, the conversation is ongoing, but so far the responses were only towards the general SG rules.
By your experience, do you know if it is possible for SG to retrieve his account and inventory to its previous state if he would pay back the refunded amount. Is there a known previous case of SG doing so?
I understand that it was also partly his mistake to even contacting google, but it was effectively googles mistake to refund without him directly requesting and approving it.
He is a very passionate player, important for our alliance, I would hate if we lose him for this.
Thank you, Ronny