First up, there will be global compensation as well, sorry I didn’t mention that earlier. The players who were banned will get additional compensation though.
Fair comments about Ban Appeal tickets, we’ll have to treat Ban Appeals just like any other ticket.
It will increase waiting times for other ticket types during busy periods but it’s fair to say it’s better to improve the wait times for Ban appeals with autobans happening.
Regarding autobans happening based on metrics and thresholds, that’s what I’m doing currently manually anyway. The thresholds are intended to be as such that they can only be achieved through editing game data. There are cases we haven’t given the autoban detection for which more context is required, in those cases manual bans are still done after we look at more of the big picture with the account.
Prior to this bug I’d say there’s been less than 10 incorrect cheating bans placed in the 5 years I’ve worked here that I’m aware of. I don’t think any of them were incorrect in the autoban rollout, it was all human error.
I know right now we’re talking about ensuring people don’t get autobanned incorrectly in the first place but I also think it’s worthwhile to talk about what happens after a ban:
I want to make sure you folks have the info to differentiate between a mistaken ban and an intentional one where the player was given a 2nd chance:
If a mistake is made, the account is unbanned and everything that was taken away is restored: Trophies, Campaign progress, event progress, I don’t believe Honor is taken. We apologise unreservedly to the player and give them compensation.
If a ban was correct but the player is given a second chance, the account will be unbanned, the campaign progress will be restored and the player will be dishonored 99% of the time. Trophies won’t be returned and event progress won’t be returned. So if you’re in a guild and someone says they were unbanned because of a mistake but their Trophies etc aren’t given back, staff have checked the ban and determined it was correct but think the player won’t do it again.
The only exception to this is if the guild reported their own member - in that case we will give you the Trophies back because we don’t want to punish the guild for trying to do the right thing and keep cheaters out of the game and their guild. However, even in this case, the player’s event progress won’t be restored.
Hopefully that info helps if there’s uncertainty about someone’s unbanning.
Also it’s worth noting, that most people don’t cheat to be malicious, it doesn’t usually say much if anything about their character or personality. You can still be a great person, a great guild member, friend and fun to hang out with if you cheated. Most people cheat to save time or effort, not to screw other people over (although those people exist too). So if your mate is banned then unbanned and says “hey I didn’t cheat” - and you trust them, most the time it’s probably going to be one of these reasons they’re saying that:
They don’t understand the rules around playing the game unmodified as designed and are using an auto clicker, setup their own hot keys, macros, using an emulator with extra features to help with the game or they share their device/console/steam account/GoW login with someone else who has cheated on the account - stuff people may not think of.
They know they cheated but they don’t want to be kicked out of their Guild
They know they cheated but they don’t want their mates to feel differently about them
I would say that unless they’re laughing that they got away with it, if you think they’re a great guild mate or fun to play with don’t be super harsh on them, they got caught and probably got the pants scared off them that they were going to lose everything and won’t be silly enough to do it again.
I’ll talk to the team about letting players know when they were banned for reason no.1 up there.
The reason we don’t get into specifics currently is because we don’t want the case to be they were cheating 5 different ways but we tell them “you were banned for this one reason” because it sends the message that “ok here is why I got caught so from now on I’ll just stick to the other 4 cheats I’m using” or, they go complain to the person who made the cheat to get it changed to be harder to detect. Also generally, if you did break the rules and you really sit and think about how it happened, we think that most people will work it out when we list off a bunch of examples in the help center (and we link that article when we reply to ban appeals).