Family Island — Farming game review: Support is dismissive and rude

I have been playing the game for a while now and am also a member on fb and Instagram and even a top contributor, I follow the game closely and if you look I sign in every morning so I’m aware of the regular bonus things like the daily gift if you come everyday(important info for later). I have made a lot of purchases so I do financially contribute to the game and would hope to receive the bare minimum amount of respect from support. Unfortunately if you are able to access our chats you will see I am constantly being dismissed or told things I know are not true. Just a few examples are, I have notifications and banners on my phone for the game, there have been at least 3 times I have gotten the banner saying something along the line “you will love the gift we have for you” when I click on it it takes me into the game and there is no gift, yes I check the mail part and when I bring it up I’m told that’s to let me know I haven’t claimed my daily log in… this is 100% not the case like I said earlier I have been playing a while and take advantage of my daily log in when I have my morning coffee so getting a banner saying I have a gift in the middle of the afternoon is very clearly not that. Another more concerning time was recently when playing one of the adventure islands I had purchased 3 packs it was ending soon and I had not received a single booster and was close to finishing as always and had enough when that booster came as it has at least once every island adventure I have played since I started, I also noticed online people commenting that some had received it and others like myself had not and this never happened before so a lot of people where asking questions, I looked in the support section to see if I could get a answer so I would not have to bother chat support and it stated everyone gets boosters so I figured maybe ours where still coming but I sent a message to be sure because I was completely invested into this adventure and 1 step away from finished and if it was a bug I would like to fix it before it was over or purchase more because I was already that far in….. more than 24hrs later and the adventure had ended I was told not everyone gets them and that’s normal, maybe everyone didn’t get one but it’s far from normal a quick fb check would show that. I do not believe that not everyone gets one is standard practice due to the fact so many people where posting about it but also what is stated on the game help section and someone else was told by chat it was a bug to do with advertising settings and gave a step by step to fix the problem, now you must be able to understand why this would be frustrating to any player especially someone who spent money yo be wasted due to a new thing being implemented or a bug like the second support person said. I explained how I felt like this was not right and the last package purchased should either be credited or refunded because this falls under unethical business practices…as it states According to the Regulations, a commercial practice is unfair if it "contravenes the requirements of professional diligence" and

"materially distorts or is likely to materially distort the economic behaviour of the average consumer with regard to the product" - meaning it may affect consumer decisions regarding whether to purchase the product. In a similar vein, misleading practices involve using untruthful information for the presentation of a product, which is likely to impact consumer perception of the product and subsequently their decision. Misleading actions include misleading advertising, artificial scarcity, false information, and misleading omissions, in the case of which certain information about the product is withheld.…

Whatever was going on due to either this bug or implementing new booster rules it had a direct effect on my purchase. I was told to contact apple and my chat was closed before I could respond.

I feel like I have been treated unfairly and quickly dismissed on more occasions than not and that’s very disheartening.

I am sending this in hopes someone will see that I’m not trying to get something for free I’m just trying to get something rectified that was out of my control and is not right. I think the site should update the help section if the plan is to change it so not everyone gets the booster and support should all be on the same page as not to give different players different answers because someone is being lied to and that’s not ethical.

Since this has happened I have not purchased again.

I enjoy the game and want to continue playing but it feels almost embarrassing due to how I have been treated.