Hey everyone,
Thanks for your patience over the holidays.
Straight into it with the details:
Over the weekend of Christmas, incorrect bans were placed on roughly 0.37% of the active user base.
The development team noticed the issue at just after midnight on Christmas morning and we had 3 team members dropping in as they could to assist with solving the problem from that time right up until almost 11 pm the same day.
By the end of the 26th the issue was solved and all the affected players were unbanned.
When bans are placed, the game automatically removes all the banned player’s event progress and half their guild trophies to ensure they don’t keep their leaderboard positions or rewards they may have earned by cheating.
Obviously, in this case it added another layer of complexity to the issue, but by the end of the 28th everyone’s Trophies, event and Campaign progress were restored.