Terminating accounts in error

#1 - March 26, 2013, 8:05 a.m.

Yesterday my account was terminated without warning in the middle of a champion fight, the accusation was stated as botting. I opened a ticket and to give tech support their dues the issue was resolved within 12 hours. My account is now up and running again but the reason given by tech support was “your account was terminated in error”. I was under the impression that tech support checked an account/characters actions to determine if they are bots or not. Obviously their checking criteria needs a good overhaul to prevent innocent players suffering needless anguish. The feeling of being accused of something you have not done and being left in limbo until your ticket is looked at is devastating.

Gaile Gray

#5 - March 26, 2013, 4:30 p.m.

It’s a difficult challenge to be able to remove bots and not impact legitimate players. There are times when the one looks very much like the other.

No one is automatically banned. No one is tossed out because of a set of numbers reviewed by some numeric, mechanical bot detection program. Each account that is actioned is actioned because, in a human assessment of the available data, it appears that the account was being used to bot. (And remember, oftentimes a hacked account is turned into a botting account by the RMT that stole it.)

We do review all appeals and we do reinstate accounts, giving the “benefit of the doubt” in some cases and reversing what was clearly a human error in other cases. We are sorry for any false positives that occur, but remain committed to keeping the botter population in check. We hope that those who are inconvenienced will be understanding of that need and will accept our apology for their inconvenience along with our commitment to get them back into the game as quickly as possible.