Banned for Cheating: False Positive RMT/Bug Exploit

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@Kagami ,
I am unable to post on the thread you suggested in Asen’s thread regarding false positive RMT bans. However, friends of mine helped me post on the thread and I received no help.

Roxx stated in the thread,

Telling players who received a RMT ban should go through support which I have done so multiple times prior to and after her suggestion.

The exact message that I sent in to AGS Support :

  • “Previously, I have made multiple appeals regarding 2 penalties on my account; one for the removal of 259,999 due to the sale of a level 10 cooldown gem on the auction house, second for the removal of 128,999 gold and a 1 month suspension due to a level 9 gem sold on the auction house. Both of the transactions are legitimate and the gems were obtained via self earned or purchased lower level gems as fusion material.
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    I am unable to provide evidence on the second penalty because my account is suspended and I don’t have access to my logs. However, support should have access to my logs; how I obtained the gems, the time and date of the transaction, and the sale price too.
    The penalties given to my account are unmerited and please have a specialist who understands the economics of the game re-evaluate my case. The specialist should be able to verify that the items sold were sold at a fair market at the time.”

The Response I received from support :

  • December 21st, 2022, 12:07 PM PST
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  • I provided evidence regarding the issue of Real Money Trading and AGS support redirects my penalty to Cheating:Exploiting a bug

I followed up with another appeal asking what penalties I have on my account and what might’ve warranted the penalties.

The Statement I sent in asking what bug I was exploting above :

  • “I have received a variety of different responses from AGS ranging from my RMT, account suspension, exploiting a bug. In order to properly assist and provide better evidence to appeal the penalties on my account, I would like to know all the penalties on my account and without going into detail what warranted the penalties.
    I have spent over 4000 hours playing, grinded just about every horizontal content in the game, and have a 225 roster level. I’m struggling to find a more concise answer regarding my situation where I can properly appeal.”

AGS Support Follow up response :

Now my penalty have changed to Cheating:Real Money Trade and not exploiting a bug. When I appeal for exploiting a bug, the response I get is Cheating:RMT. When I’m appealing for RMT, AGS support would respond saying that I was exploiting a bug.

I have messaged @Roxx regarding this issue and she failed to respond 7 times. Redirecting false positive bans to the support is essentially telling players who received this penalty by mistake to suck it up. AGS Support’s is bounded to their template responses and it is clear to the public they don’t know how to handle these situations.
The whole point of appealing a penalty is to allow players, who believe they received an unmerited judgment, to speak up and refute a penalty. At the current state of AGS support, players who need to interact with support to appeal, are essentially speaking to a brick wall who cant converse outside of their templates. Dont just hide behind the words
“As a matter of policy, we don’t share specific details about cheat programs or irregular behavior detected as this information can be used by third parties to avoid detection.”
Show the player enough of their information to explain why their appeal is unnecessary and work with false positive players to fix their situation. This support system is broken and needs to be fixed.

My account was stripped of 259,999 and 128,999 gold due to 2 false positive penalties when the gold was earned through 2 legitimate auction house sales; a lvl 10 cooldown and lvl 9 gem that could be verified by a specialist. I used the auction just as intended,

The specialist would be able to track the logs of how I obtained the gems and the market value of the items. Please escalate my situation and those with a similar case to have our penalties reevaluated, refund unmerited gold removal and lift our suspensions.

IGN : Apology
Server : US West - Mari
Steam ID : 76561198165547845
Appealing : 259,999 and 128,999 gold removed from my account and lift 1 month suspension

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Cant agree no more. I got a 5 months suspension cuz gold transfer of my accounts. Their support system is so ridiculous. Im fking done.

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The entire support structure for AGS needs to be torn down and be rebuilt from the ground up. But people have been trying to get them to do this for the past year now with no tangible changes. Part of the problem with Lost Ark is that much of the investigation part of the appeals process seems to requires a team from SGR. Communication between the two companies have been horrible since day one and it is of course the customers who suffer as a result of this.

It might be a good idea to submit a request for your data. You can get a more clear idea of the penalties placed on your account with that.

Official policy on this is that they do not handle appeals over the forums outside of extreme cases where a large number of players have been effected. Individual cases like yours unfortunately have to do it the hard way and deal with the appeal process. This will be made even worse by it being the holidays now which will probably slow things down even more than usual.

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Here are some recent post from the bigger Banned for Cheating:Known Cheat Program Detected and some smaller threads regarding RMT complaints :

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Yeah, been banned for Cheating for using 3rd party known programs
When the only programs i used are chrome discord and steam.

Character Name: Kyurama
Server: US West - Rohendel
When: 23/12/2022

Response for appeals are dead and fixed.
Perma Banned after failing EAC a few times.

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IGN: Equall
alt acc IGN: Equali
Server:US WEST Valtan
Appealing: 5 months suspension due to gold transfer between my accounts

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