My girlfriend and I, along with a group of friends, pre-ordered and played guild wars 2 at launch. We had to quit playing for a significant amount of time (i think over a year) due to school, work, moving and other real life issues.
Recently we have caught the bug and want to start playing again. I was able to log into my account just fine, but her password did not seem to work.
We put in a support ticket and found out the following information:
During our break, her account was hacked (mine had numerous login attempts from China but they were all denied, i have the emails from those attempts)
Apparently, the hacker used third party software which resulted in a ban of the account. The reply in the support ticket states that Arenanet is confident in its decision and will not view any appeals for this ban.
We have completely reinstalled windows and wiped her hard drive, there is no way, if a keylogger or malware was used, it will still be there on that computer.
We just want to be able to play again, I am already paying for half of the price of the game again to get another friend to play with us. I cannot afford to buy her another copy of the game.
Even if it is a complete account wipe with all characters deleted, she just wants to be able to access the game.
Can somebody please help with this matter?
Reference Ticket Incident Number: 130831-002144
