After several months of absence, I finally have time to play Township again. However, when I opened it, a "You are banned..." notice written in Dutch (which I do not speak, I speak Chinese and English) popped up.


I tapped on the button "Klantenservice" ("Customer Service" in English) in the middle, to contact township support representative within the game. Their feedback said they confirmed "I" made an "invalid purchase", and their feedback was in Russian and English.

Within the township game, I replied: During that time, I did not even played township, and I had never made any in-app purchases. My friend sent me some screenshots of my town. My town name was changed to "Groningen" (the name of a city in the northern Netherlands). My profile picture was changed. My co-op group was changed to "Sharano". The person who hacked my game put a Malaysian national flag in my town! (I am Chinese. How can I put other nation flag on and play games in Dutch?)

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I also replied: All social network accounts linked to township are under 2-step verification protections and under different strong passwords protections. I have done my best to protect my township and my associated accounts, but my township game account was breached on the game server's side. It should not be me to punish, but the hackers and the Township's vulnerable servers to blame! It is the one who bought my township account that made the "invalid purchase"!

The support representative has never answered me from the time I replied as above.

I sent my concern on the Playrix official support website afterwards, too. It is disappointing that the reply from "Anastasia C." in the email was still asking me to "contact us directly from the game". I am banned, so I cannot use "Help and support" she mentioned. The only way to contact township within the game is the "Customer Service" button, where I got no help at all.

So, I am kindly asking for everyone's help:
1. What could I do to prove that it is not me but the hacker or buyer who made the "invalid purchase"?
2. What should I do to prove that I am the victim of cyber attack?
3. How can my township game account hacked, stolen and sold to others, even when I have aggressive protections on the linked social networks accounts?
4. Should township customer support open an investigation on finding out who in the end responsible for this unbearable and annoying incident?

Best wishes for everyone!