Kilo

Support @CSGOEmpire

[Kilo @CSGOEmpireKilo]

Taken a look through the convos you've had with multiple support agents about this from today, we've addressed the situation with you there already but I'll reiterate here for clarity as well.

Looking back I agree that my response could've been clearer on the situation, at the time we were in the middle of hotfixing changes to the site/our policy on reversals so that buyers wouldn't be refunded as mentioned, although I can understand how the way I worded it could've been misinterpreted. It's just unfortunate timing with the reversals happening before the policy change was released.

I'm sure we can all agree and understand what chaos would've been caused if we didn't update this, however beforehand you have to look at things from both sides. If you were the buyer in this case and reversed the trade prior to us releasing clear policy changes then it wouldn't have been fair if we didn't refund you as we would've done so before, so we'd of had no ground to stand on deciding not to return the funds. Ideally we would've had this new policy in place long ago, we previously wanted to be more lenient on reversals in the event of genuine scams that happen elsewhere, as the feature was intended for.

I get it's not ideal as the seller though, we ofc can't always predict what Valve updates or what outcome/effect it has, but we acted as quickly as we could to release the fix and reduce the potential window of opportunity where a buyer may reverse.

Last thing, you didn't lose €1,000. You received your exact items back. Sure, the price of your items changed, although market fluctuations and the value of items isn't something we have control over, everyone is in the same boat with this.

As for the Dr W case, there's not much more I can add than what's been said multiple times already. They reversed after the policy change, after we'd made it clear with them that they wouldn't be refunded. If they want to reveal the full chat logs showing what was said then that's up to them if they want to do so.