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[2020] Q: How can you defend yourself, when they don't tell you what you did wrong?


Original Post — Direct link

Here is a short description of what happened: http://www.bob-guild.net/gw/news.php?extend.318

[Incident: 130625-003163]

Simple question really, what would you do if this happened to you. How would you try to prove your innocence (knowing that you didn't do anything wrong) without knowing what you were accused of in CONCRETE.

How can you check if a program you have installed could cause a false-positive if they don't even tell you what advantage you were accused of gaining?

Do you think more transparency is needed when handling these sort of situations?

This happened to a player who had:

  • over 3000 hours played;
  • over 8600 achievement points;
  • fotm lvl 50 since January with all fotm skins;
  • Legendary GS;
  • Decent amount of money;
  • sPvP rank 41 (Ransaker);
  • never been involved in any warning or temporary ban (i.e. karma, snowflakes, etc);
  • Guild Leader;
  • pre-ordered and played the game since 1st stress test;

And a last question: Do you think you could find the strength to continue to play the game if the account is restored? (investing time and energy in something that you now know it can be taken so easily from you)

UPDATE:

It seems that the issue that triggered the recent ban wave is being investigated by arenanet. Fingers crossed for an account restore.

OUTCOME: Account Reinstated on 29.06.2013

External link →
almost 11 years ago - /u/ArenaNetSupportTeam - Direct link

Did you post on the Guild Wars 2 Forums/Account Issues Sub-Forum: https://forum-en.guildwars2.com/forum/support/account? It's not always possible for me to say "Oh, Fred on the forums is Tom over on Reddit," so if you can link me to your post, I'd appreciate it. If you didn't post there, please feel free to do so, as it's easier for us to see threads and respond as promptly as possible on our official forum.

When asking for a review, please always provide the 12-digit Incident or Ticket Number so we can review the communication history. (Sharing that number here or on our forum posts no security risk.)

almost 11 years ago - /u/ArenaNetSupportTeam - Direct link

Originally posted by Sheepski

It's worth noting there was a thread: http://www.reddit.com/r/Guildwars2/comments/1h4vut/i_need_help_with_the_costumer_service_issue_of/

This was posted earlier tonight, stating (in comments) he also uses the logitech gaming mouse and was also banned for the same reason, and proclaims his innocence too.

Maybe only a coincidence but it could also mean the detection programs they use are picking up the Logitech mouse now... maybe they updated their systems and it's picking up things it shouldn't.

I can't see where the use of a particular mouse would cause this, not at all! We will carefully review each case, but I really don't think that the mentioned account termination was related to hardware. So again, the thing to do is let us know the ticket number so we can look into the situation for you.

almost 11 years ago - /u/ArenaNetSupportTeam - Direct link

Originally posted by UrsanTemplar

If you read the OP's post, that's pretty much exactly what the ticket said. It accused the OP of using some specific third-party program and had "complete confidence in the detection" of it.

The OP is asking Anet to name which specific program he is accused of using. Just as an example (Not accusing the OP of this) say the OP is using several different third-party programs. Anet states that Program 1 is what they detected and banned the OP for. Now every botter worth a salt knows that Program 1 does something that trips Anet's detection algorithm, and will be able to better design programs that avoids whatever Program 1 does.

Anet did tell you why you were banned. They just weren't specific, and they have many great reasons why they shouldn't. Again, I suspect the OP hasn't told us everything. But either way, try to get in touch with Gaile Gray in the forums: she will be your best bet, OP.

I have to say that I appreciate how well you understand why we cannot, and will not, go "chapter and verse" on details when an account is terminated. We know why the account was closed. The player knows why the account was closed, even if the response is not specific. And if the player was using a variety of cheats or exploits, it's not to our advantage, or to our community's, to provide details.

This, of course, pertains to people using cheats and exploits and is not a statement on this particular player, who I have not yet even identified. I know the false positive numbers are extremely low, but we're always willing to review.

almost 11 years ago - /u/ArenaNetSupportTeam - Direct link

Originally posted by bob-guild

Hi

I am always following the rules (even in this situation) and my ticket doesn't qualify for review just yet (under 3 days ticket): ticket number is also mentioned on my linked news item and it is [Incident: 130625-003163]

PS This reddit thread is genuine and not a cry for help, I am asking these questions legitimately since I find myself in an awkward situation (awkward for a lawyer at least) where I cannot prove that I'm innocent when I don't know what I did wrong. Utterly frustrating when you know your side of the story is the right one.

Oh I see the ticket number now. I'm sorry I missed that. We'll take another look at this. Thank you for the information.

almost 11 years ago - /u/ArenaNetSupportTeam - Direct link

Please note this post on the official forums. I think you will find it of interest: https://forum-en.guildwars2.com/forum/support/account/Security-Advancements-and-Reinstatements/first#post2312418

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