Not eligible for reactivation?

#1 - May 4, 2013, 5:52 p.m.

Beware, this is a long and possibly less than civil post.

My partner for six years, a legitimate player who has done nothing wrong, has been permanently banned with no option to reverse it for “being associated with gold selling networks”. We went through the customer service ticket system and received a response May 4th at around 1am after putting in a ticket for being banned for we we thought was botting (since the error code is rather vague as to what actually is the offense you have been banned for).

We responded saying that we were innocent and that the only way we actually get any money in the game is by doing events, selling items on the trading post from drops, and running dungeons and fractals with our friends and guild. We didn’t receive a response until just now after updating our ticket and it said the following:

“The decision to terminate the account is final. This decision has been thouroughly reviewed by our team and we maintain absolute confidence in our conclusion. The account will remain permanently closed and will no be eligible for reactivation under any circumstances.”

As some one who knows 150% and then some that he is indeed innocent as we only play this game together and as a way to communicate and stay in touch being in a long distance relationship in different countries due to work I am essentially lost for words.

I beg for some one to please take a look at this and see what can be done about it. He has never used 3rd party sites, bought gold, sold gold, or any items for real world money. We have read the apparent violations that he has been accused with (thank you for actually showing us all of those by the way, much more information than when I was banned for botting) and we can say with absolute certainty that he has not broken any of these rules.

I have attached the conversation leading up to their response. The beginning is missing due to the fact it has all of the account information and essentially just asks the reason for the banning. I ask that this is looked at again as we feel we have been punished for no wrong doing.

Ticket number: 130503-000810

EDIT: I would like to add that the top response was posted and then immediately followed up with there is nothing we can do. We don’t know if we posted it at the same time as there is no time stamp associated with it.

EDIT 2: We are confused as to the reason for the banning. I have done some research and when attempting to log into guild wars 2 it should tell you why an account is longer usable for play. The error we are getting is dealing with botting, macros, third party progams, etc. But the CS representative is telling us it is for gold selling or being associated with gold selling networks which should provide it’s own error separately. Now we are just confused as to what the real issue is.

Gaile Gray

#34 - May 23, 2013, 12:52 p.m.

I wanted to post to say that I am aware that yours is not the only post expressing concerns about false positives (generally for botting or for RMT activity). Some of the account terminations that people complain about here are 100% accurate. They may have a friend post, or use an alternative account to protest, but they truly are guilty of the actions for which their account was terminated. (Just as you’ve seen the “I didn’t do it” claims from people with the nastiest of names, or the rudest and most aggressive of behaviors!)

In the end, though, some suspensions and account terminations are indeed the result of a false positive. We regret each and every one of those.

I am starting an internal discussion about our several review processes, to make sure we’re doing our utmost to reduce false positives to a close to 0% as humanly possible. I can’t promise — no one can promise — that we’ll never make an error. But we take this concern seriously and will address it as well and in as many ways as we can!

Gaile Gray

#36 - May 24, 2013, 11:44 a.m.

Darth Llama.9217:
Gaile Gray.6028:
I am starting an internal discussion about our several review processes, to make sure we’re doing our utmost to reduce false positives to a close to 0% as humanly possible. I can’t promise — no one can promise — that we’ll never make an error. But we take this concern seriously and will address it as well and in as many ways as we can!

I’m happy to hear this, because it’s indeed a serious problem. I have been playing a lot less recently because I’m just totally confused on what is and what isn’t going to get me banned in this game. I have been banned twice for doing nothing more then just playing the game. I want you to know though that it is some consolation to know that the issue is being discussed and perhaps a change can be implemented in the future. I understand that your comment is in no way a promise, but I am happy the issue is being reviewed.

While I have had my problems with the ‘botting’ issue, I do want to commend the Customer Support team which has in both instances acted swiftly and professionally to get me back into the game. Thanks to them, and thank you for bringing this serious issue up for review. Your efforts are appreciated.

Thank you for your positive comments. I’m sorry that you have had those experiences, and we’re going to be paying careful attention to those issues, because we’re handling rather significant cheating issues and do not want to catch innocent players in those sweeps. Do be aware, though, that any time we do more than an individual termination, we set the markers very high, and triple-check the info. Yours was not involved in those cases, I’m sure, and was simply an unfortunate error that was, doubly-unfortunately, duplicated.

We’ll continue to review and discuss!