Please note that receiving specific Heroes from Summons, finding high level or required Ascension Items and increasing a Special Skill of a hero are not guaranteed to happen every time, as these aspects in the game are random. We do want to assure that all players have equal chances to advance in the game and we consider are current system fair.
In general technical issues affecting Heroes, Summons, Rewards or Loot are not limited to a single account but if broken, would affect a significant amount of accounts. In these cases, the issues are noticed quickly by both our team and our players, who report them to us through the Forum and Support System.
Any known issues regarding the game are posted on the Announcements page of our FAQ and on our Community Forum.