In not so many words…
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Thankfully, I do not believe in biased RNG, had I believe so I might not be in this position right now:
Bad luck doesn’t need biased RNG. In fact, as long as RNG is used, there will definitely be bad luck.
The rate for Wilbur is 1.62%. The probability of not getting Wilbur in 200 summons is 3.8% and I fall into that. Because of this, I still stuck in saving my gems for Atlantis.
Speaking about 10× 5* in over 3 years, my brother also had that number but I know he is lazy at using TC20 or collecting free coins. It is impossible to determine how bad is the OP’s friend bad luck without knowing the exact detail of how many summons they had commited and how many TC20 trainings they had done.
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Again, apologies, but not getting one particular hero you covet, isn’t really that much bad luck. Your roster is good/above average, so although you might hold Wilbur as an example of how bad done by you are, in reality, you really aren’t.
Is true, I suppose. I still choose to believe they played more than an hour per month though, understood how the game worked and what was required. If not? Then I am still the unluckiest player on record.
If you want/need numbers for claims to have credit…
My effort:
3 - 4 hours in game per day, minimum, every day.
At the very least 350 trainings TC 20 for 2 x 5*. (0.6%? Something like that anyway)
Portal Summons…absolutely no idea. Multiple 10x pulls a month, every month, over 3 years. You tell me, but 15 heros from that lot sucks. Sucks big time.
Gonna say sorry to the OP again. Trying to point out there are accounts that struggle badly to pull heros, but seem to be shouting in a vacuum. 
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Wow, the probability for that to happen is 1 out of 370154… (350C2 × 0.05^2 × 0.95^348)
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I have played about 2 hours a day for 3-1/2 years. On Wednesdays it may be longer due to midweek war. I have spent on average under $2/mo. (approx $78 CAD total). Bought PoV first time so that would be only 4* mat I have bought. It also is about 1/5 of my total spending.
Note that out of my 26 maxed 5*, 19 of them are S1.
This is a typical pull. The expected return on 5* is one every 67 pulls (1.5%). That would be one every seven 10-pulls.
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As I said before
The possibility of unlucky accounts is a far worse problem (especially for players experiencing them) than any level of fairness in the RNG.
Also… current percentages suck.
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I never thought I might feel lucky. 3 Elenas, 2 Elkannens, 2 Isarnias. Elena is like the TC20 Dawa.
We do agree on this one.
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That kind of bites. I think I was on the luckier side… maybe around the 5% mark, but I didn’t track that well. I have 56 5*… mainly S1 (have 2 of each, sometimes 3). I did feed one Horghall and one is in HA10 training. But I probably ran 2 TC20 for a better part of 2 years, at least 700 trainings or so. But they come in spurts. In the first year, not much, but then last year a bunch just popped out, along with HoTMs. To give an idea of HoTM luck: my first HoTM was Zimkitha (Nov 2018), my second was J-F (Feb 2020), but then I’ve gotten a bunch since then. As for HA10, I’ve done 29 retrains and all S1.
I can’t seem to get any answers from them! I’m having a problem connecting my galaxy account with my iPad. Does anyone know how to do that? They suck at replying! Is it possible it’s because my phone isn’t an iPhone? I played for a long time 1 night on my phone and went to play the very next day on my iPad and both accounts are binded by Facebook so I don’t get it. Someone please help. Thank you in advance sincerely, Melissa
I’m not overly tech savvy, but you have logged out of Empires on your Galaxy before trying to get in on your IPAD? Maybe they conflict with each other otherwise. Apologies for my basic efforts to help. Some cleverer folks will have better answers. 
I love how people say things like just quit, don’t play. That’s like telling a drug addict to stop complaining, because if they don’t like the deleterious effects you should just stop doing drugs lol
Companies like Small Giants hire people that have experience in using psychology and casino tricks to get people more invested in the game. Advertisements are now ever 4 hours instead of 8, there are events now every day as opposed to days with none a year or more ago. There is more and more to keep people logging in more frequently. Small Giants are no better than drug pushers
You can generate a key for transfering your account from iphone to android.
Generste it on iPad, put both devices in the same WLAN, install E&P on Android Device snd enter the key. Now xou can play on both devices, but not at ghe same time!
If you install a newer Version/update on one of the devices, you can not play with the older Version until it is updated too.
You have to press the link to Android button in the support nenu to generate the mentioned key.
Hope that will help you.
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There you go @Matilda31077. 
…an answer that may actually help. 
Back to topic: what’s the use in complaining?
Dunno, but we all seem to do it a one time or another. Feels pretty good to get things off your chest, so to speak.
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So… any company that uses psychology to try to sell their product falls into this category?
Iv got something to complain about getting hit at the same time as trying to climb to the top is a pain in the ■■■ this needs to be stopped how am I ment to climb if others keep knocking me back down when I’m online it’s B.S. Had to get that off me chest lol now feel better 
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To respond to the original post: Absolutely no use in complaining. IMO best spend none to little money so you are not disappointed. Also set your expectations accordingly - chances to get a good 5* are extremely low, so set your expectations low if you expect a 5*. If you expect a good 4*, then you can set them a bit higher.
My personal experience from running 100 trainings already in TC 20 (give or take a couple): A lot of 4* (which is btw what you can expect from TC 20 - 20% chance after all on each training to get a 4*) and Justice, Elena, Azlar, Kadilen and Thorne as my five 5*. So with that I probably fall exactly into that 5% category - 5 heroes out of 100 trainings are 5*.
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Depends on what type and how you use that psychology. There are plenty of articles that talk about how microtransactions stimulate the reward center of the brain in a similar manner to an alcoholic drink or a narcotic stimulant.
Games like this are designed to create addicts. These games thrive off of the ‘whales’, which in most cases is just a euphemism for addicted gamer that can’t control their spending. Other addicts are just spending away all their time.
Is it really that hard to believe that gaming addition is just as real as gambling and drug addictions? And do you really think that all these gaming companies that thrive off of microtransactions aren’t aware of the addicts that they help create and exploit?
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The complaints about boards and the odds of success about abilities related to emblems or special attacks is not ridicolous, it’s totally valid. Sometimes your loss Is already decided before the duel even starts.