Thanks for helping shine the spotlight on this Chetsu. I hope if anything this helps highlight just how in need the AGS division of Amazon is when it comes to customer support.
Solving this type of erroneous ban should be a priority for a fledgling studio, not an afterthought. I’d expect it done in 24 hours in most cases (preferably less). 48 hours at most. 3 days later though and still no love - not to mention that last response from their team seems to be written as if it was intended for an internal team member or something, not the end user…
You’re welcome, I totally agree with the language of the last email, very mean and unprofessional. Has it been 3 full days since the incident? Most of what I heard had their problems resolved by then. And I hope this gets resolved and you get back in game. You seem like a very nice person.
This is what Roxx said when the ban wave happened “they will handle false bans with extra diligence”.
If you ever change your mind or want to see if you could login again, then I would recommend reaching out to the steam support folks if you haven’t already to see if they can clarify this issue on the assumption of giving AGS the benefit of the doubt that your account is actually unbanned at the current moment, but the steam platform detected your multiple attempts to login and giving you that notification pop up and hasn’t gotten the memo yet.
Afaik, steam support is fairly quite responsive and better to communicate with so I would recommend reaching out to them to see if they could potentially resolve the issue or reflect it back to the AGS/SG. Don’t forget to share the emails screenshots with them to show that it has been resolved if that would help warrant any credibility to influence them to try to do something on their side.
As for an explanation of why you were a false positive ban, due to AGS/SG temporarily increased efforts of banning bots, they released a statement saying that there will definitely be false positives in the following days and weeks while they continue to issue out this lengthy bot crackdown. So, you’ve have either been seen to many times doing activities that bots could be seen doing or been at certain hot spots that bots populated for a invisible unknown system to flag you down or you were reported x amount of times by different individuals regardless of what kind of behavior you were exhibiting as it’s a thing for some group of people to mass report an individual to get them banned.
Thanks Phoducer. I’ve actually already tried talking to Steam support, and unfortunately they cannot do anything. When you go into the “ban section” of your steam profile they even state this up front. It’s something along the lines of “we cannot do anything about game bans levied by 3rd party game makers”.
I’ll try live chat again a little bit later today to try and convey the fact that I was supposedly already unbanned.
Best of luck. Live Support is definitely way better and could potentially lead to some positive change or hopefully to another human being that would be reasonable enough to try and help by reaching out to AGS/SG counterpart to confirm and what not.
For anyone else who may be experiencing soething similiar, I was was just told by AGS live chat that essentially “my account is ubnanned, but for some reason the unban isn’t taking”. He will attempt to escalate.
Do they really tell? I would assume it at max something like “botting” or broken terms or such. Anymore than that or detailed information is a free and dangerous guide for botters and cheaters to maneuver their system.
