They are absolutely horrible about getting back to you about singular problems that you have me and my friend have had the same problem and we are gold members who paid about $100 monthly I am very aggravated with this game freezes intermittently and you lose items and can't get the ones that you were going for absolutely ridiculous promising me they'll be back to me within 24 hours look at them reply below it's a joke already once I'm done with my extra dice I'm leaving the game altogether