Hello. I wanted to voice my opinion over the recently broadcasted video as a player that has spent more than 17,000 USD on your game.
First off, there are a two reasons I've spent this much money:

1) The belief that I am playing on a fair field. Everyone must pay to significantly get ahead in power, everyone pays a lot for ninjas.

2) The belief that nobody knows what the next patch holds. I've spent thousands of dollars on ninjas you promised were rare only to see them turned into cheap giveaways.

- Chiyo, Chikamatsu 400 seals in Seal Treasure. When you are new this is the only seal pack you have access too and every ninja was borderline useless by level 70. I was the only one on my server with her for a month and then she became a $100 ninja at a shop / frags were in a wheel.

- Sasori 100 Puppets 400 seals in Sage Treasure. Once again, I was the only one on my server with this ninja and he was eventually fragged out into a wheel, later sold by frags in a recurring event for about $300.

- Hashirama Senju / Tendo Pain. The first duo of difficult and expensive ninjas to acquire. To gather both you pay 800 seals into the Tendo Pain treasure. Hashirama has been sold in 80 and 100 frag formats, Tendo Pain is just starting to be given out but I feel the nerf kinda washed him up anyhow. Hashirama is regularly available for about $400-450.

- Tobirama Senju. From the moment I started the game, he was revered as the king of ninjas. You did not get him without going all the way to battle armor 9. For other players information, this is over $4000 even exclusively buying threads on discount. There is no function in the game except paying to acquire advanced thread for BA 7-9. Tobirama is the reward for achieving this. The DAY AFTER I got Tobirama, you list him as a $600 balloon ninja in a Tsunade, fifth hokage top up event. He has been available every other week since.

- Raikage / Susan'oo Sasuke. Luckily I only went for one on this 2000 seal adventure. You are starting to make "You can't win" wheels off these ninjas that people have HEAVILY invested into. The current competition for Sasuke is just a gimmick to draw out new spenders and I think it's gross.

You would have thought I learned my lesson after the first couple thousand dollars that no ninja will stay rare. If the game would tell new players about his, I think I wouldn't even be upset about it. On top of having zero information provided from the game itself about rare ninjas in treasure seals, they're at fixed seal points to guarantee a value, so you would assume that they will not be given away outside of the pack. Players who acquire these ninjas are left with countless copies of ninjas they don't want because it was the only way to get the rare.

So, less about ninjas and more to my complaint. I've asked for customer service twice in over 6 months of playing this game, and both times I've been told to deal with my own problems. Your mod, Daisuke refused to even investigate a refund for $40 because I made a mistake on buying a pack that had moved in the store. Your website lists all sorts of perks for "VIP members," yet you have disabled 90% of the rewards and only offer "expedited customer service" for paying members.

To give other players an idea, I'm VIP 5 at $17,500 spent. You get "higher priority to complaints" at VIP 6 which is around $20,000 spent. This is absolutely absurd. Do you (the moderators / developers) have any idea how much money that is? Do you realize people spent a large percentage of their paychecks on your game? And you offer "better customer service" as the ONLY reward since your absolutely screwing pay to win players by trapping them in rip off events. Meanwhile, there is solid evidence that your playing favorites and giving streamers and mods ninja that most people won't ever be able to afford.

This whole "curtain" you set up to trap people in bad spending events needs to go away. Upon reading your chat it seems abundantly clear your number one priority is making people recharge early. Theres nothing wrong with wanting players to spend money, but your doing it in a malicious way that will inevitably anger all the players who thought they were getting something exclusive.

In the end, I hope someone read this that matters because obviously there is a disconnect in your system that makes the developers believe everyone is happy and satisfied with your service. Until I saw the mod video, I wasn't that upset that I had literally wasted $5000 on ninjas and other various power items you've later discounted. When I say wasted I mean it. I could have saved that money if I knew more about the future of the game and had the same account I do now. Thanks.