As a marketing guy with 15 years of experience in a wide variety of industries I've always lived by the ethos that "the customer is always right". A process of investigating, responding to complaints should be an opportunity for an organisation to increase its brand value by providing an outcome that is both commercially viable but addresses the concerns raised.
I find it interesting that the owners of this game are ignoring what seems to be a genuine complaint from a number of players about activity that seems outside the "spirit" of the game.
Just an observation on one of the current high profile issues, but one that would be of concern to me if I was a caretaker of the Aces High II brand
