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December 16, 2020

WG Statement: Request for Santa Containers Refunds Extended until after Boxing Day.

statement

WG Statement: Request for Santa Containers Refunds New End Date

Komrades

We've received a lot of questions and comments regarding 2020 Santa Containers, and we would like to clarify the situation.

As some of you noticed, certain ships in the containers have much higher drop rates than others. Santa Containers have worked like this since the very beginning, and until 2018 we even mentioned that peculiarity in the items description. After 2018 it was not present in the description anymore, as it was deemed excessive to the already detailed description.

We're sorry that some of you are left disappointed by the Santa Containers this year. We know this is something that a lot of our players look forward to and the last thing we want is to see you upset approaching holiday season. Thus, we will do the following:
  • We will work on improving the next Santa event with the feedback and concerns you voiced. 
  • Until Sunday, Dec 13, any player is eligible for a one-time refund request for the Santa Crates they purchased. Please refer to Customer Support if you would like to have a refund, and please note, in order to prevent longer queue times, all purchases you want to refund should be in one request. The refunds will be handled according to the normal procedure – the goods from the containers should still be on your account, otherwise, Customer Support will have to do a roll-back to restore them and process the refund.
Update Dec 16th, 2020:
YabbaCoe (Community Manager) EU Forum Link

Commanders,

Due to the large amount of requests we extend the opportunity to request Santa Containers refund until 27th December 12:00 UTC.

Addendum:
  • If you've spent some of the content you've received, your account will be rolled back to the date of purchase and all progress for those days will be lost. So, you may request a refund, and then CS will solve the situation
Update Dec 8th, 2020:
Hapa_Fodder - WG Staff (Administrator Developers Community Department)  NA Forum Link
YabbaCoe (Community Manager) EU Forum Link

Commanders,

Let us additionally clarify the situation with the 2020 Santa Containers. Some of you received a response from Customer Support that only a roll-back is possible for your account, even if you still own the goods received from the containers.
That was an unfortunate miscommunication on our side, caused by the large volume of tickets we received yesterday, our apologies! If you got such a response, please submit a new ticket to Customer support. We will also send a personal notification to all affected players, whose tickets were answered in this manner, but this may take some time.

All tickets will be correctly resolved! If you still own the goods from the containers, we will refund the requested purchases as promised. However, due to the large amount manual work involved with removing the received items from your account, your ticket may take a week or more to be completed. 
Customer support will offer you either a roll-back and refund (this can be processed quickly) or a manual restoration and refund (this may take some time to complete). Please bear in mind, if some of the goods are no longer on your account, we can only process the refund together with an account roll-back, as communicated earlier.

We hope that clarifies the situation and thank you for patience.

World of Warships Team
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CUSTOMER SUPPORT
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SANTAS CONTAINERS WG REFUND ENDS [UTC
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Regardless of whether you were considering Santa Containers at all, we hope you will enjoy all of the holiday activities and gifts this year – stay tuned for more news on the upcoming celebration.

Thank you, good luck, and fair seas.

World of Warships team