Account hacked, rollback denied

#1 - April 23, 2014, 5 p.m.

Hello,

for over week now I’ve been unsuccesfully attempting to solve my problem through customer support.

Someone compromised my account and deleted all of my characters and their belongings. I red on your base knowledge page that you offer a one-time rollback in such situations but according to support I’m not eligible for it because it appears no unauthorized access took place.
The reason however is that the culprit did this by REMOTELY accessing MY OWN computer using a malicious software, and this is why there result no attacks from an external location. (For clarity’s sake my GW2 account isn’t the only thing this hacker damaged)

My requests keep getting rejected because there is no proof in your logs but how can I prove it? If the hacker did this whitout masking his true IP would i have obtained my rollback instead? It doesn’t feel fair that I can’t get my belongings back just because whoever did this used a slightly more advanced hack than a simple keylogger.

Why not grant a rollback in my situation too considering we’re not talking about losing a character or item by mistake but an entire account wiped in less than 30 seconds. And not only that, it happened just a few days before the 15th of April patch which would have made account-bound much of my belongings.

I know there aren’t any proofs on your logs (I have them however, professional inspection of my computer unveiled -how- this happened, just not who).
Just by logic, isn’t this proof enough?

I made multiple attempts at explaining this to support but I keep receiving the same suggestions about changing passwords, not telling my passwords to others (I never did) or how to not delete a character by mistake. I’m starting to wonder if the support is really reading what i’m writing. I understand you have to deal with lots of requests every day and you are very efficient at answering quickly but I just want to get my one-time rollback like every other person that found themselves in my situation.

For reference, my ticked number is 527380 first submitted on 9 April.

Gaile Gray

#14 - April 23, 2014, 7:10 p.m.

I’m going to close this thread, I’ll say that straight up. When I see “If they cared, they’d do XYZ” my danger rises, because I know we do care, and I see that every day, from every agent.

There are solid, reasonable, and necessary limitations on our ability to grant restorations. We must verify remote access, it’s that simple. Otherwise, what’s to prevent the unscrupulous individual was selling his items, moving the gold, and then claiming a “hack” in order to get a second set?

We trust our players, and the vast majority are legitimate, fair, wonderful people. But those legitimate, fair, and wonderful people are negatively impacted by our helping “dupe” items through unmerited restorations. CS is an interesting study in human behavior. Heck, I could write a book. Again, most players legitimately need our help, but every day someone will try to claim an account that he does not own, try to reclaim an account he resold to someone else, try to get items she never bought or even possessed, and any number of other shady things.

I am not at all pointing at the OP to say s/he is doing such things. But I have to say I am not at all sure that it would be possible to access the account remotely and not leave a single detectable trace of that remote access, to essentially and 100% make it appear precisely like access from his/her home. I promise that I will speak with our security team about this.

But in the meantime, I have to uphold our policy about this, for the good of the game as a whole, to prevent widespread (and potentially growing) fraudulent restoration requests that damage the game economy and therefore negatively impact every player. (And again, I am not citing the OP as someone make a fraudulent request.)