Identity Theft - Blue Tracker

#1 - Aug. 20, 2014, 11:34 a.m.

Hello,

I speak for another player with an account stolen by an identity usurper. The usurper have infiltrated the computer of his victim with a trojan and have stole important informations enabling him to impersonate the owner of the account.

Since, the account was banned and his real owner has not been successful with the french support who don’t want listen everything despite of all possible proofs (first name, second name, Activation Key, contact informations, identity card and credit card).

Note: The computer was reformatted and cleaned since this incident and the usurper don’t have the identity card and credit card informations.

Please, can you help him ? He is really desperate now to lose everything with his 2000 game hours, his warrior with Sunrise, his guild and his 12 000 achievement points, especially as his account’s integrity isn’t compromise anymore.

His account name is Zenix.1706.

Thank you in advance.

PS: Sorry if my english is not really good. It isn’t my native language.

Edit: Here is his last ticket number : 847587. Thanks Astral Projections.

Gaile Gray

#4 - Aug. 20, 2014, 1:34 p.m.

Your friend’s ticket is just a few hours old and it is premature to ask for assistance beyond what is expressed in the ticket.

Please allow the team time to resolve this issue. If he still needs help after three full days, he can post in the Tickets for Review thread above.

Thanks for understanding.

Gaile Gray

#6 - Aug. 20, 2014, 4:22 p.m.

Ok, here’s what I learned. The account that your friend is asking to access was determined to be under irreparable account dispute. What that means is that two or more people have sufficient information about the account to such a point that we are unable to determine the true account owner.

That is a rare case; we almost always are able to determine the actual owner of the account. But when this does occur, we must close the account, and that is precisely what happened here.

Your friend received the best service that we were able to offer, but in the end and with regret, due to the extremely compromised nature of the account it was not possible to give him what he requested and he received our final response on that matter today. (As a result, the English-language ticket was closed as a duplicate, since it covers the same subject.)

Gaile Gray

#9 - Aug. 21, 2014, 1:55 p.m.

Let’s be logical: Two people can provide all the same points of data. Talking to a guild as some sort of “verification process” wouldn’t help at all, because guild members would have no way of knowing if they’ve been told the truth. And, they do not have access the back-end game logs that we can review. When even the logs do not conclusively prove ownership, the logical and only viable decision must be made: Close the account.

Some may disagree with this decision and they are entitled to their opinions. But in the end, we must act responsibly in these fortunately-rare cases, and we’ll continue to do so in the future.

Perhaps the most reasonable comment to make, beyond those, is that most of these cases are preventable with proper personal security and through adopting the decision to never share an account (for most account disputes are between people who know one another).