We're on it.

Make no mistake, the ban hammer comes down hard on people who steal accounts. In this particular case => permanent ban

That being said, as in any system or process, nothing is fool proof, but we're getting closer and closer. Most importantly we constantly work on the account retrieval process.

Hey u/nguyen23464
I’m very sorry this happened to you. To clarify, the account was not banned, it was locked because there were multiple people accessing it at the same time. Please remember to never share your login details with anyone else. If there are multiple people accessing the same account we have to lock the account and in some extreme cases, we have to ban the account for account sharing.
That being said, the information that you have provided us does confirm that you’re the owner of the account, so it will be returned to you. Again, I apologise for how this was handled. We’ll use this as a learning and coaching opportunity for the support team.

No, that's not possible. Restoring a game account from an external source is much more complex than restoring e.g. message history and could have potential unwanted outcomes and use cases.

Thanks!

But why would I request for a account deletion on an account I have been playing for over 2 yrs, it doesn't seem right pls help

I don't know. The only other option than you requesting your account to be deleted is that someone had access to your phone or account and did the deletion request on your behalf. Unfortunately when something is "GDPR deleted" it's gone for good.

I'll see if I can dig out some details.

For anyone else reading, don't worry! What happened is very uncommon and unlikely to happen. As long as you don't share your account details with anyone and don't give your phone to people you can't trust, your 100% fine.

One more thing for anyone reading this. If you want to take a break from Royale or if you want to quit. Don't ask for permanent deletion. Save your progress with SC ID and delete the app, this way, in the very likely scenario ;) that you will return, you will have your account ba...

No worries man! You are absolutely right and Santiago is acing it 999 times out of1000!

Hey everyone,

I'm happy to take a closer look at why the account was banned, and if it's ok with OP I can share the info. A player tag or player-id would be helpful for me to get started.

On the topic of Santiago encouraging OP to continue playing on his mini, I think he meant well, but I agree 100% that in the context of things, it comes off very poorly. Sorry about that! I already gave feedback on this just now.

No, it's just business. Nothing personal against any of our players, ever.

I've just been a little bit too inactive on Reddit. Focus has been elsewhere.

Absolutely you can!

You might think that it's not fair. Why did you only go after this guy?

We do constantly monitor things like account sharing, bot usage, account pushing and win sharing. We've been, and still are constantly improving on automatically catching these things.

This case was quite old, so it slipped to the cracks originally.

If someone contacts us and there is reasonable doubt, that something 'bad' is happening, we will check, rather than turn a blind eye to it.

Hey everyone,

I wanted to follop up on this and give you an update just in case anyone is wondering or if this pops up somewhere else. It turns out that OP did actually NOT get banned from contacting player support, it was the previous owner of the account. Sorry OP for calling you out on saying horrible things to support, my bad.

However, as we have detected that the account in question was transferred from one user to another, we have permanently banned the account as this is a serious violation of our ToS.

Please remember to keep your accounts safe, don't share your login details with anyone and don't start playing on an account that isn't yours.

Haha, thanks!

Thanks!

You have a point, but I don't think it's cool if we start censoring posts that make us look bad. I think the Sparky message is genuinely confusing and we'll make it better thanks to this post.

Lets hope not, but the fact that it seems that he is unaware of why he can't contact us makes me a little suspicious...

That or then there was a great opportunity to score some internet points.

Thanks!

Most companies that (are lucky enough to) deal with high volumes of player(customer) contacts have to construct a quite elaborate operation and use multiple external companies to support it.

Don't get me wrong, its totally doable to make everything work great, but it's not simple. Just know that we do try to improve our customer service constantly. Really sorry that you've had a bad experience.

Ok. Could you share your player tag or player ID (DM me) and a couple of examples of what went wrong? We'll try to figure out what specifically is not working as intended.

I get the frustration. For what it's worth, we (CR team) are trying our best to do what's best for the game and best for our players! Hopefully whatever comes next will be received better here on Reddit.

"It's a bingo"

This account was banned from contacting support (almost two years ago) due to ongoing use of extremely offensive and derogatory language in a hostile manner towards our support agents (including homophobic slurs).

We always warn players multiple times before we resort to banning the player from contacting support. Additionally I want to point out that you really have to be extremely nasty to get banned from support, so don't worry if you happen to express yourself with a couple of expletives mixed in, when contacting us.

I agree that the way it's displayed here, without any context, makes it look very out of place and even rude.

Thanks for the feedback! We'll look into improving the text and automation.

Update

Hey everyone,

If you see similar behavior in your clans, please don't hesitate to report it in-game. It will get the disruptive player banned.

Hey SamEsq,

I'm very sorry that your experience with our support has been this poor! I'd love to dig a little deeper here, perhaps you could send me your user id or player tag as a DM?

Thanks for the feedback!