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Character disappeared

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I can only play this game with my family a couple of weekends per month, so was looking forward to spending this entire weekend playing the game with them. However, after waiting over 10 hours through the miserable Friday queue, I discover I no longer have any characters on Talking Island server. Poof. Just gone. I, of course, immediately submitted a support request but now it's Saturday and almost 1:00 in the afternoon and zero responses from support. Just watching my weekend tick away and wishing I could play. Do they even have support for this company? This is ridiculous. It'll be two weeks before I'm able to play and my family has been gathering gear for me so we can all enjoy this. I think they just wanted a cash grab from the people that were willing to throw money away on VIP and beyond that don't really care about the users.

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