in game item Reimbursement & Compensation Policy

Updated 9th April 2026

In Game Item Reimbursement & Compensation Policy

General Principles

  • Compensation is only considered when an issue or bug is verified.
  • Compensation is generally limited to when items still exist in the game world.
  • In unclear or unverifiable cases, no compensation will be granted.
  • In relevant cases, pet restoration may be considered as a partial compensation when item restoration is not possible.
  • Game Masters do not restore items that have entered another player’s possession, except in the special case of a clearly verified bug where items that should not drop on death are incorrectly dropped.

Compensation Levels

Generally when a Game Master is providing support during a ticket requesting item compensation, it will fall under one of the following three categories:

  1. Full Assistance
  2. Limited Assistance
  3. No Assistance

1. Full Assistance

Game Masters may assist when all items are still available and not looted.

  • Player died to a verified bug, and the loot is still in-game.
  • Player died due to a server crash, and items still exist.
  • Player died due to a verified crash/disconnect, and items still exist.
Possible Game Master Actions
  • Assist player in retrieving items.
  • Restore pet if applicable.

2. Limited Assistance

Game Masters cannot restore items, but may provide partial help.

  • Player died due to a server crash, and items no longer exist.
  • Player died due to a verified crash/disconnect, and was looted.
Possible Game Master Actions
  • Pet restoration may be provided.
  • Situational compensation based on what is possible for the Game Master.

3. No Assistance

Game Masters will not assist in the following situations:

  • Player died to a verified bug, but was looted by another player.
  • Items entered another player’s inventory.
  • Case cannot be clearly verified.
  • User interaction caused an item drop (miss click scenarios), but was looted by another player.
 
Exception to “No Restoration After Looting”

Game Masters do not restore items that have entered another player’s possession, with one exception only:

  • Game Masters may assist only in extremely clear and verified cases where an equipped item that should not drop on death (such as equipped trinkets) drops due to a crystal clear bug, in these rare cases Game Masters may revert the item, even if it has been looted by another player already.

 

Example:

  • An equipped trinket drops on death.
  • Conditions (All must be met):
    • The issue must be clearly verified.
    • A clear video must be provided.
    • The video must show no interaction that could cause the unequip.
    • The cursor must not be near the equipment slots.
    • The known miss click scenario must NOT apply.
      • Clicking the exact same position as an equipment slot immediately after closing the character window.
      • Clicking container slots that overlap equipment slots. 
      • Known Miss click Scenario will result in no assistance.

Game Masters will NOT assist if the drop could be caused by the following:

  • Any action that could result in unintentionally unequipping the item directly.

Important Clarification
  • Game Masters will not assist with unidentified trinkets, even if a bug is suspected.
    • Unidentified trinkets are not equippable and are designed to drop on death.
  • This special case applies to items like equipped trinkets, which are not supposed to drop on death.
  • Therefore, restoration may be considered only when an equipped trinket is clearly shown to drop due to a verified bug.

If there is any doubt, no restoration will be provided. 

Disclaimer

The above are general guidelines, and every ticket is handled on a case by case basis at the Game Master’s discretion.