I am here, on behalf of my unfortunate guildmates, because apparently if you’re banned/suspended in game, you also can’t post on the forum for help… Which in my personal opinion is ridiculous.
2 of my friends were recently banned on 08/26/2022, one permanently and the other for 16 days (until 09/11/2022). The accusation was RMT, however. I was in the discord voice chat during the events that led up to the ban. Player 1 , asked the guildmates who were online at the time, if anyone would be willing to LEND her 60,000 gold to buy an accessory for her shadowhunter 1460. She fully intended to return the gold after running all her legion raids on her 10+ characters for the week. Player 2, volunteered to lend her the gold.
We were all in discord (8+the 2 involved at the time, and she was streaming her game via discord so we were watching), there was no exchange of “real money” for this interaction. He mailed her the gold, she received it within seconds and bought the accessory and they both went to bed, having been online for 12+ hours grinding their dailies and UNA task on their numerous alts.
When Player 1 woke up a few hours later, she attempted to log on to do more daily grinding only to find out she was suspended until 09/11/2022 for “cheating”. When we reached out to Player 2, he ended up being permanently banned for “cheating”.
They have both submitted tickets, only to be told they couldn’t be told what specifically the issue of “cheating” was. After hours of crying and panicking and submitting tickets, Player 1 finally got a response saying it was due to the 60,000 gold exchange between the two of them. She was flagged as a buyer and Player 2 was flagged as a seller. They submitted another ticket with screenshots and their interactions with each other, including screenshots of them being in the same guild (provided by fellow guildmates, post ban) and they keep getting responses along the lines of “we determine what is fair play and can ban without notice”.
If AGS did not want players to be in communities and help each other out, what is the point of creating/publishing an MMO? Let alone one with a trading/mailing/auction house system within it?
The guild started submitting tickets on their behalf to try to get past the automated responses and to an ACTUAL live person, and we collectively found out that even though in the web ticket form there is a section/option to include hyperlinks to screenshots and records, the agents who review the tickets don’t even have the ability to open them. So when they were submitting their appeals, they submitted them with hyperlinks and were told the information was reviewed and the bans were merited/upheld. We now know that was completely false. At no point were either of them told that they needed to include the pictures in the rejection email requiring additional information, so instead they sent more hyperlinks, that were of course, not viewed, but not only that, no one informed them of this.
Since the horrendous appeal system says that after you appeal your appeal, you can’t submit anymore, their new emails have been continuously ignored without so much as a review. Literally, in the emails they are now receiving, AGS agents are telling them that their emails and all future emails from them regarding their bans are being completely ignored.
We don’t know what else to do, what other steps or avenues we can take. So even though I know that @Roxx can’t overturn the appeal herself, maybe … just MAYBE… she can get an agent who CAN to actually review their cases? Or maybe even @Shadow_Fox
