Hello there,
@Aaron C.
First off, I'm really sorry to hear about what happened with your order. I say this with sincerity. I'd like to offer an explanation as to why this was closed in the seller's favor.
Even with insurance, buyers are still required to provide evidence. This is stated as a disclaimer when purchasing an insurance. Here's a screenshot showing this:
https://i.imgur.com/xuvAhYo.png
As for the required evidence, what our team asks is a correspondence from the game publisher. In your case, you need to contact Jagex through their email support or their Twitter channel. You need to secure a statement from them by contacting them with the email address that was tied previously to the game account (to validate that the email is from the previous owner). A sample of that correspondence can be seen here:
https://i.imgur.com/0YZRhOv.png
(This is an actual submission that made the buyer win his dispute)
This is compelling for several reasons: (1) the proof comes from the game publisher and is unquestionable, (2) the username/email address in question is stated properly, and (3) it says in the correspondence what happened to the game account --- that it was recovered by the original owner. Please also note that this is possible, before you think "it isn't possible", because we process hundreds of refunds on a weekly basis, contrary to what you think.
The stigma of this process is that you will never hear from satisfied buyers a lot of times. Nobody really goes out of their way to say it on forums or public internet spots, and that's totally fine with us, since buyers are sometimes frustrated with the process. But the more important fact of the matter is that they get refunded. Customers I've been able to take care of in Sythe can attest to this, but of course I cannot ask them to go out of their way to speak for this --- and I never will. I'm just stating this publicly because I know I have done it; Otherwise, I won't be speaking about it.
The reason your case got closed/declined is because you failed to submit compelling evidence, because the ones you have submitted are subjective and can be reasoned out with other angles/possibilities. The one I showed you is incriminating and final. I'm sorry, we can no longer help you with this, but if by any chance you are able to secure the same correspondence I showed you above, feel free to email back
[email protected] and do give me a copy here. If your seller's disbursement isn't sent to him yet, we'll see what we can do, but please take note that our mediation process has to be completely fair to the seller as well.
Finally, sellers aren't usually required to send counter-evidence because they have already proved handing over the account through either the instant delivery system or the manual delivery system on the site. Moreover, the initial process is to change the game account's email address to your own, from there it's your responsibility to secure the account by asking the seller for the recovery information; you were given 72 hours for this. If there's something wrong with the account, you were free to cancel or dispute the order during then.
Even without that, the seller also established that you expressed a dislike for the account, that you regretted buying it, but for some reason you disputed it later on. I'm sorry but for the sake of the seller, we cannot accept this reason if the seller was able to provide the account.
Since you are adamant about approaching this legally, please feel free to email
[email protected], during which my support ends unfortunately. If you'd like to talk or have questions about it, you can always send me a PM here. With sincerity Aaron, I'm sorry for what happened but as we've said, we can no longer reopen this. I hope this explanation at least explains for you what happened with your case. Have a good day.