Suddenly permanently banned for "Cheating:exploiting a bug?"

Game Support English Support
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I was playing the game today as I usually do, doing my dailies. I’ve been playing Lost Ark since the release.

However, while I was waiting for the daily Chaos Gate to open, suddenly I got a message saying “account access has been restricted” and I got kicked off the game. I tried to log back in, and it says I have been permanently banned for cheating.

I have absolutely no clue as to why. I have never done RMT, I have never used any cheat programs, never botted, nothing. I don’t even know how to do those things. I’ve been playing the game for so long and haven’t done anything wrong. My roster level is 170+ and I have lots of characters, with my main being 1515, close to doing Brelshaza G5-G6. My main is a Bard.

I put in an appeal and asked them to please overturn it or tell me what I did wrong. I received a response saying that I “exploited a bug” and that it will not be removed:

How and why did this happen? I was just doing my dailies like I always do, and suddenly I was banned. I have never had any infractions against my account or warnings, and suddenly I was taken straight to a permanent ban, for supposedly exploiting a bug.

What can I even do in this situation? I genuinely and honestly have no idea why I got banned or what I can do. The email states that no further appeals will do anything. Why is a first infraction for something a permanent ban?

Please help, I don’t want to lose my entire account.

Character: Crevox
Steam Account: Crevox

1 Like
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Oh hi bud, there is an entire threat of us down here in customer support. I myself made a post about it tonight and I have been left there, hanging. Hopefully they resolve your case faster than us.

Yesterday i made a month here in purgatory.

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Which dailies, zone, server etc.

To pin down false bans a commonality has to be figured out.

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Server: Una
Zone: Candaria Estate
Daily: I was waiting outside the Chaos Gate for it to open when the message suddenly popped up.

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I am in the same situation as you…

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bump… still no progress

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Maybe did you use the trick to save your raid entries?
It’s a common bug exploit nowadays i think and it’s totally against rules.

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I don’t know of any trick or exploit to do that, no. I didn’t do that.

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do you do the timezone exploit that enables people to do 2x chaos gates on certain days ?

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I don’t know of that exploit. It was in the middle of the day when I was waiting for Chaos Gate, around like 2pm.

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Hopefully someone responds. I’ve taken a fairly long break from the game and was considering returning, but I definitely won’t if my good friend here stays banned, and will encourage my other guildmates to consider moving on to another game and avoid all Amazon-published games in the future. While I applaud the efforts made to clear up the bot situation, it’s clear based on the numerous threads here that there were some false positives, and AGS owes players who appeal an explanation for how they got caught up in these ban waves or reinstate their accounts timely if there was no reason for the ban in the first place, which I strongly suspect was the case here.

The fact that others have waited weeks or 1 month+ for a response on an appeal is absurd. Amazon is not a small company and has such a terrible reputation that will only continue to get worse if things like this aren’t resolved amicably. The game dropped 200k CCUs overnight, and it would be a disgrace if there were that many bots for the number of active players, but it’s also impossible to imagine that you aren’t going to also erroneously ban some innocent players as a result of the strength of whatever automatic detection was implemented. Far smaller companies would have responded to these appeals (rather than automatically deny the first one and claim it’s permanent) and far smaller companies would have responded to these threads by now, even if it was only something akin to “whoops, we’re looking into it.” This is just basic customer service that AGS is failing here.

1 Like
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bump…

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Hoping for any chance of unban…

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Hey there @crevox2. and everyone, quick reminder that unfortunately, forum staff has no access to the tools needed to review ban appeals or in-game penalties, the only way to appeal a ban is to create a Ban Appeal Ticket so that the moderation team can review the information. If you believe you were incorrectly banned, please make sure you explain your situation in detail and add any helpful evidence to support your appeal in the ticket, this is crucial for the moderation team to be able to properly look into your case.

Here is a recent article regarding some incorrectly banned players, this may or may not apply to your case however it’s worth checking out:

Hope this helps.

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