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EULA legality

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Recently I been having issues with the bdo GM'S refusing to render help, them using the term "they don't do that" or "they are not allowed". Now I've asked them repeatedly which article of the EULA does this policy falls under and they have failed time and again to quote any since nothing in the EULA actually stops them from helping. My guess is they just want me to spend additional money thru the pearl shop to try and fix this mess. So to the legal experts out there, here's the question. How binding really is the EULA.

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