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I've heard about people's custom heads disappearing without a refund a lot lately.
Someone (cannot remember) said it's a hacker who is somehow deleting players' heads, but that's probably too far fetched.
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My friend Angelus got his head hacked and refunded I heard he asked staff for help but they said they can't give it back and has to buy it again.Sucks to see how the staff won't do a damn thing about it.