Guild Wars 2

Loli Ruri.8307:

So it is an automated bot banner. I certainly hope customer support understands that logs only tell half the story. If you push your playerbase around like this, it will hurt just as bad as not banning the bots. You think players want to live in fear of not knowing if their real game play is going to suddenly be determined as a bot, then have to jump up and down in customer support, hoping somebody doesn’t decide to finalize the ban? Remember that we are not criminals until proven guilty. Please!

Well I can’t say for sure it is since ANET hasnt stated so but.. lets be logical. Are you a bot? Am I? nope Are any of these DOZENS of other hard working gamers? Nope

So it falls to either ANET takes easy way and says hey our program was a little over zealous we are sorry..or they go the hard way and say yes we personally review every account and the people doing it just arent any good at their job =)

It simply HAS to be one of the two or a combination because.. I KNOW I dont cheat.

#121113-002895 – un ban me – I don’t bot

Can I fill a complaint @ BBB too, although I’m from Germany?

I’m still waiting. I just called the NCSoft number and yelled at some poor guy named Chris.

He couldn’t do anything apparently, unless it was about fraudulent charges.

This is obnoxious ArenaNet. Get your crap together. Fix your problem. Show your customers a little bit of respect.

[Incident: 121113-000120]?
Unban me, thanks

Gepetto.5402:

Can I fill a complaint @ BBB too, although I’m from Germany?

I say we try and tell honestly we are Europeans but the complaint is about an American company. Might be handy to tell we launched it to support the complaints they already received from several Americans
I am next door by the way … Netherlands

Ok, I just got my first “infracted” PM and they’ve deleted my message. I guess I’m not suppose to complain about the lack of Due Process for getting banned.

Quin.8327:

Gepetto.5402:

Can I fill a complaint @ BBB too, although I’m from Germany?

I say we try and tell honestly we are Europeans but the complaint is about an American company. Might be handy to tell we launched it to support the complaints they already received from several Americans
I am next door by the way … Netherlands

Me from belguim

I bought the game about 1 week ago and started playing. My wife plays MMO’s too and was playing Rift. I convinced her that GW2 was a game she should try out after her watching me play for a few days. We purchased a copy for her and I got it installed on her computer from my office via remote desktop during the day so we could play that evening. She went through the character creation process and I ran my toon over to her starting area. We played for 10-15 minutes just long enough for her to do one event then her screen went black. At first I thought the game crashed so I exited the game and went to log back in. Thats when we saw that her account had been suspended. We were shocked. We have played lots of online games and never have been banned let alone suspended in 15 minutes!

That’s got to be some kind of record.

Arena Net please get this fixed. With the size of this thread I would seriously be thinking about a mass suspension lift.

15 minutes! Really!

I think this game is really cool and I really enjoy playing it but now I’m afraid to invest any time into it if there is a possibility I may get suspended/banned for NOTHING!

Hi all ! I have bought this game off the official site from Anet. After being charged (Anet took the money, transfer completed successfully and completely) I got banned and accused to have a fraudulent purchase. Now I’ve been banned for over a week and I got this response :

Response Matt S. via Email 11/14/2012 11:06 AM
Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

In other words. ArenaNet took my money , then banned my account claiming the key is fraudulent while it was directly off their site (And I showed them evidence that it was bought from their site with their own ordernumber and everything) and they tell me to buy another copy of the game from ANOTHER authorized retailer. <- mark the word another. Not just an< but ANOTHER. Meaning my key was already bought from an authorized retailer, yet I have to buy another key from ANOTHER authorized retailer.

This is getting so hopeless…

All i want is my account back. thats all

Quin.8327:

Gepetto.5402:

Can I fill a complaint @ BBB too, although I’m from Germany?

I say we try and tell honestly we are Europeans but the complaint is about an American company. Might be handy to tell we launched it to support the complaints they already received from several Americans
I am next door by the way … Netherlands

I’m from next door to both of you – France.

I’m not sure that the BBB will take complaints about GW2, because I’m reasonably certain that NCSoft (of which ANet is a subsidiary) is Korean. I know it’s tough when in this situation, but try to keep a civil tongue in mind when you’re writing them, because apparently they auto-delete anything with profanity in it. Personally, I don’t think I’ll be participating, because all I want to forget about this entire debacle and put it in the past…

AndroidClone.1706:

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

This article CLEARLY states they do have automatic bans.

Why in the world would you outsource a different entity? Data analysts? What do these guys know about Guild Wars 2? (From the looks of things absolutely nothing)

Seems like when kitten really hits the fan, all ArenaNet is going to do is point a finger at their “data analysts” and say “THEY did it! But don’t worry we care about you guys so we’ll fix it!”

Smashing way to start a new game. It’s not even 6 months in.

Not only do they take complaints. There over 50 resolved complaints the last few days. Follow the link and clicks on on that side. Just looking at the sheet you need to fill to launch a complaint. Trying to see of euro will work or not

I am now hitting 48 hours being banned. This has been a miserable two days waiting to have the ban lifted. I have played all the major MMOs and never used or been blamed for using bots. This situation is completely unmerited and I would like someone to address my ticket as soon as possible. I don’t cheat, EVER!

121112-003212

I have one level 80 character which I play almost constantly. My daughters have created some alts on this account, but they don’t play very much.

bleydrush.9240:

I bought the game about 1 week ago and started playing. My wife plays MMO’s too and was playing Rift. I convinced her that GW2 was a game she should try out after her watching me play for a few days. We purchased a copy for her and I got it installed on her computer from my office via remote desktop during the day so we could play that evening. She went through the character creation process and I ran my toon over to her starting area. We played for 10-15 minutes just long enough for her to do one event then her screen went black. At first I thought the game crashed so I exited the game and went to log back in. Thats when we saw that her account had been suspended. We were shocked. We have played lots of online games and never have been banned let alone suspended in 15 minutes!

That’s got to be some kind of record.

Arena Net please get this fixed. With the size of this thread I would seriously be thinking about a mass suspension lift.

15 minutes! Really!

I think this game is really cool and I really enjoy playing it but now I’m afraid to invest any time into it if there is a possibility I may get suspended/banned for NOTHING!

I’m really sorry Bley but as I have been here for the last day heres whats happened and going to happen in your case.. I have heard of none being unsuspended..they mass terminated thousands of accounts due to gold farmers finding a way to fraudulently obtaining them through that site. Good news is they will refund your CC.

Theres many ppl in your shoes.

OUR issue is that they banned nearly 2000 accounts for botting when many of us werent. kinda same thing but in a differant context.

#121113-002895 – un ban me I dont bot

So I got a response back to my Incident : 121112-002?878
What does this even mean? Nothing was done.

Thank you for your support request. Our response is included below. If you have other questions, please reply to this e-mail.

To avoid e-mail delays, you can click this link to update your question using our support site.

Subject
Hacked Account

Igopewpew.8692:

Hi all ! I have bought this game off the official site from Anet. After being charged (Anet took the money, transfer completed successfully and completely) I got banned and accused to have a fraudulent purchase. Now I’ve been banned for over a week and I got this response :

Response Matt S. via Email 11/14/2012 11:06 AM
Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

In other words. ArenaNet took my money , then banned my account claiming the key is fraudulent while it was directly off their site (And I showed them evidence that it was bought from their site with their own ordernumber and everything) and they tell me to buy another copy of the game from ANOTHER authorized retailer. <- mark the word another. Not just an< but ANOTHER. Meaning my key was already bought from an authorized retailer, yet I have to buy another key from ANOTHER authorized retailer.

This is getting so hopeless…

Congratulations, you received a “copy and paste” response. It seems like majority of people having that kind of problem is receiving the same exact response you just did from “Matt S”. I guess whoever is behind the responses doesn’t really care as much as they said they do.

Jonathan.1580:

bleydrush.9240:

I bought the game about 1 week ago and started playing. My wife plays MMO’s too and was playing Rift. I convinced her that GW2 was a game she should try out after her watching me play for a few days. We purchased a copy for her and I got it installed on her computer from my office via remote desktop during the day so we could play that evening. She went through the character creation process and I ran my toon over to her starting area. We played for 10-15 minutes just long enough for her to do one event then her screen went black. At first I thought the game crashed so I exited the game and went to log back in. Thats when we saw that her account had been suspended. We were shocked. We have played lots of online games and never have been banned let alone suspended in 15 minutes!

That’s got to be some kind of record.

Arena Net please get this fixed. With the size of this thread I would seriously be thinking about a mass suspension lift.

15 minutes! Really!

I think this game is really cool and I really enjoy playing it but now I’m afraid to invest any time into it if there is a possibility I may get suspended/banned for NOTHING!

I’m really sorry Bley but as I have been here for the last day heres whats happened and going to happen in your case.. I have heard of none being unsuspended..they mass terminated thousands of accounts due to gold farmers finding a way to fraudulently obtaining them through that site. Good news is they will refund your CC.

Theres many ppl in your shoes.

OUR issue is that they banned nearly 2000 accounts for botting when many of us werent. kinda same thing but in a differant context.

#121113-002895 – un ban me I dont bot

I did not purchase either copy from ArenaNet website. I purchased retail copies from 3rd party vendor.

Igopewpew.8692:

Hi all ! I have bought this game off the official site from Anet. After being charged (Anet took the money, transfer completed successfully and completely) I got banned and accused to have a fraudulent purchase. Now I’ve been banned for over a week and I got this response :

Response Matt S. via Email 11/14/2012 11:06 AM
Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

In other words. ArenaNet took my money , then banned my account claiming the key is fraudulent while it was directly off their site (And I showed them evidence that it was bought from their site with their own ordernumber and everything) and they tell me to buy another copy of the game from ANOTHER authorized retailer. <- mark the word another. Not just an< but ANOTHER. Meaning my key was already bought from an authorized retailer, yet I have to buy another key from ANOTHER authorized retailer.

This is getting so hopeless…

I got the same message… What can we do ? How can I sue them or hack their servers or spread this information all over web, facebook, twitter, all the mmorpg sites… Need to contact with IGN,Gamespot or anything as we move as one, with proofs… We have been laid off by NCSoft !

buyurgan.6023:

Igopewpew.8692:

Hi all ! I have bought this game off the official site from Anet. After being charged (Anet took the money, transfer completed successfully and completely) I got banned and accused to have a fraudulent purchase. Now I’ve been banned for over a week and I got this response :

Response Matt S. via Email 11/14/2012 11:06 AM
Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

In other words. ArenaNet took my money , then banned my account claiming the key is fraudulent while it was directly off their site (And I showed them evidence that it was bought from their site with their own ordernumber and everything) and they tell me to buy another copy of the game from ANOTHER authorized retailer. <- mark the word another. Not just an< but ANOTHER. Meaning my key was already bought from an authorized retailer, yet I have to buy another key from ANOTHER authorized retailer.

This is getting so hopeless…

I got the same message… What can we do ? How can I sue them or hack their servers or spread this information all over web, facebook, twitter, all the mmorpg sites… Need to contact with IGN,Gamespot or anything as we move as one, with proofs… We have been laid off by NCSoft !

We got laid off? More like we paid for their service and they just ran off with our money.

Account reinstated! Almost exactly 48 hours of ban-time. Thanks to all of those who helped me, and best of luck to those of you still waiting.

Well, I have been changed from Blocked/Suspended Account to Hacked but thats all the news I have so far, anyone else with this same problem? Though that does not make much sense due to me being banned almost instantly when I was still in the game, but either way anyone else have this problem?

Account Banned:
11/12/12

We got laid off? More like we paid for their service and they just ran off with our money.

Oh yea my mistake, that’s the wrong word. Not my main language. Thanks for the fix.

somebody reinstated account almost in 48 hrs, somebody wait forever including myself.

My account was banned for a fraudulent purchase even though I bought the game from buy.guildwars2.com? I know this is happening to a lot of people, and I realize my account was banned because the payment never went through, but that’s a problem on your guys’s end not mine? so why was I banned for a problem with YOUR online store? and now my credit card is blocked as well so I can’t repurchase the game, even though I’d be perfectly willing to pay $60 to “legitimize” my account and start playing again.

So just to be sure I have this right, you guys ban people because of your own screw-ups with the online store, then do your best to cover the problem up because you don’t want to hurt your sales, and now you just leave everyone who encountered this problem banned and hope that we’ll forget about it? ok makes sense to me

AmmaLove.5149:

Well, I have been changed from Blocked/Suspended Account to Hacked but thats all the news I have so far, anyone else with this same problem? Though that does not make much sense due to me being banned almost instantly when I was still in the game, but either way anyone else have this problem?

Account Banned:
11/12/12

Yes. I had the change to “hacked status” earlier tonight, and within an hour or two of the change, I was unbanned. Not saying to get your hopes up, but it may be a good sign.

Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

so they want me to reopen a new account/email address and buy another gw2 serial :( and you better put “Turkey” pay with paypal countries section!
Gw2 support fails so bad as how game is great

@ Desova.5821 what did you do after you was change to hack status? because that same thing happen to me and they haven’t restore my status. they said is suspended. Idk what to do next.

“Hi xxxxx,
After reviewing the issue, it appears that your account was blocked in error. Your account is now released and you should be able to log in to Guild Wars 2. I apologize for any inconvenience this may have caused.

Please let us know if we can help you with anything else.

Regards,"

well, happy end! (november the 5th ticket)
guys, take your time and they will do the right thing.
want to thank Gaile and support team for their work.

(btw, im off for business on the next two days and cannot play, LOL)

I just got my account reinstated. WooHoo!!!!

Thanks Lloyd and Gaile! Maybe one of these days we can all have some fun chasing you around Lions Arch again! (Just hope it’s not another “Farewell” event.) =)

Good luck to all of you real players out there! See you in-game and Good Hunting!

Prinzkaos, and everyone else here who has been wrongfully banned, I am giving a detailed list of my updates to the support team, because I hope they will help you get your accounts reinstated in a more timely fashion:

- Specific dates, times and descriptions of what you were doing right up to the point of your ban
- Your serial number
- Your purchase number (you should see this on your receipt email if you purchased a digital copy)
- Date of purchase and date you began to play
- Your location in the world and time zone
- Date and status (cleared, pending?) of being charged on your bank account for purchase of the game
- Names, classes, races, and levels of your characters
- Any possible “sketchy” people that you may have added or played with (as your memory permits)
- Type of computer and OS you are using, or if you are using multiple computers to play, like I am
- Possible IP address conflicts due to the server(s) you are using
- Mention Razer mouse or high-end keyboard, if you use them or not
- Screenshots of your login error screen

Apologies if the list is a bit TL;DR, but this is what I told Support and got unbanned with.

any news for those of us waiting for days without a response on a wrongful bot ban?

one thing to be banned for botting if youre running a bot, but its a horse of a different color when you havent been running one and youre unable to play for days at a time as a result.

I can order something from newegg and have it shipped across country and be delivered before I can have a ticket reviewed??? amazing!

Gaile Gray.6028:

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

I’ve been charged, and not refunded. I’ve spoken to the bank three times over the past 2 days and sent in proof of being charged via support and still got sent the same e-mail telling me again, for the second time that my purchase from the official store was fraudulent. Support is not reading the information sent and my posts are deleted here.

I am completely miserable. The last 4 days have been an absolute nightmare and nobody will tell me what I’m supposed to do. My money has been taken and I have no recourse and support is refusing to help. Please, help me.

bluerebelmedia.9514:

So, I guess telling the truth gets me an infraction. I said nothing that wasn’t true, offensive or rude. It’s the truth.

I would love to get a real response from a moderator on whether or not the company is intending on keeping the money they’ve taken from me.

If I wait days at a time to get a carbon copy e-mail and I get posts deleted on the forums what am I supposed to do? Please I’m BEGGING you. Help me understand what my options are.

If you paid cash for it at a store, then you are out of luck. If you used a CreditCard then you have options.

1. Keep working if ArenaNet and NCSoft.
2. Document all communications between you and the Anet/NCSoft.
3. If you feel you have been wronged, then you highly recommend contacting the Bank who issued your credit card about a possible dispute.
(Call customer service.)
4. You may have to file a dispute.

Now is the time for you to read up on the Fair credit billing act.
Also remember the FCBA, State Laws, and federal laws supersedes and End User Agreements or Code of conduct lists.

Know your rights! This is why I highly recommend using credit cards vs cash, especially when dealing with out of state companies.

Hey Gaile!

We certainly dont see you as evil. We just question the way things are handled, because we try our best to help and as a result tickets are not read but replyed by copy/pasting which delays clearing up things even more. I wouldnt be quiete as unsatisfied with a message showing a human person looked at my problem, telling me he/she is sorry but that they cant reinstate my account after 4 days of checking.

Please understand im unhappy because its 17 days now and i had to reply to questions whose answers where already in the ticket before they even where asked.

I never had the feeling to communicate with a human besides you. This is a bad feeling because i dont feel treated in fair human way. I think this is what good support is all about. Even if Im not on the same side with some argueing than i would still think a lot better about the support system if there would be a sign of actual human interaction.

D.

Prinzkaos.4052:

@ Desova.5821 what did you do after you was change to hack status? because that same thing happen to me and they haven’t restore my status. they said is suspended. Idk what to do next.

I waited and had dinner, and when I was finished eating, my account had been restored. I think working hours have just begun on the West Coast USA where they are, so they’re probably more active at the moment.

bluerebelmedia.9514:

Gaile Gray.6028:

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

I’ve been charged, and not refunded. I’ve spoken to the bank three times over the past 2 days and sent in proof of being charged via support and still got sent the same e-mail telling me again, for the second time that my purchase from the official store was fraudulent. Support is not reading the information sent and my posts are deleted here.

I am completely miserable. The last 4 days have been an absolute nightmare and nobody will tell me what I’m supposed to do. My money has been taken and I have no recourse and support is refusing to help. Please, help me.

Likewise. I have been charged but not refunded at all. My payment was successful in every single way and the money was transfered, Anet accepted it and the game has been bought. Yet I’m banned for fraudulent purchases and have not gotten a refund. I’ve been waiting over a week now for my case to be solved, and the only answer I get after waiting this long is that they have “blocked” the credit card as well.

Those who have had their accounts reinstated did it say you were hacked and if so were you actually missing gold and items because it said that I was hacked but I was playing at the time of the ban so there is no way A. That I was hacked at the time B. That I would be missing gold or items. However, I cannot log in to confirm if everything is in place because it now says I don’t own GW2, I was very close to achieving my set for my ranger, I sold almost everything I could to muster up the gold and if the items/gold are indeed gone I guess I will just quit. Oh yeah and if the items and gold are gone there could be only one culprit since my account was banned which would be A. Net, but I won’t point fingers until I can actually log in and confirm.

Gaile Gray.6028:

This note is for those who are unable to play due to some sort of “fraud” marker on the account.

Please remember, if you purchase from a third-party vendor, a company that is not on our list, you run the risk of getting the account closed and the code disabled not because we are evil people, but because the seller did something wrong. Please don’t hold that against us.

Now, if you purchased from us and found your code was disabled, definitely contact Support by filing a ticket through the “Ask a Question” tab on that linked page. We’ve increased the number of people looking into these issues, and we hope to get you the info you need pretty quickly!

I suggest you check your credit card and see if you were refunded. Sometimes, someone is refunded the charges and in those cases, Support can explain that to you and detail your options. (For instance, they may be able to let you purchase a new code — remember, you got the first purchase refunded! — and continue playing on the same account. That’s not always possible, but the team can look into your personal situation and outline the options.)

Yeah, I’ve been asking support to do exactly that for 2 or 3 days and they haven’t contacted me at all. I ask them specifically, now that I’ve been “refunded” can I buy the game again, and keep playing on the same account, and they keep replying with "this account has been permanently close, no further assistance is available blah blah blah

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

Well I face the same demise. Waiting… I am a frequent player and i received a suspension,
“Your Guild Wars 2 account has been suspended for an account issue. Please contact Support for information”
-Rules of conduct
-User Agreement
-Naming Policy
-Conduct Breaches and Outcomes

My question is which one did i break? That’s 3 possibilities. It’s been 24 hours and nothing. No replies, phone call (they requested number in ticket submission) anything at all.
Maybe they could fix a naming policy to just log you out, once upon reentering your character name be changed, with a letter in game mail, stating next time they will take action.

Just adding an opinion, wondering if anyone feels the same. I’m assuming the naming policy is my issue. Might ease the ticket scene a bit to let the system handle itself in some areas? To free up tickets for bigger issues?

Ticket #
121114-002644

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

Seconded, though i’m glad you got your issue worked out png.

Gaile Gray.6028:

AndroidClone.1706:

bluerebelmedia.9514:

So, I guess telling the truth gets me an infraction. I said nothing that wasn’t true, offensive or rude. It’s the truth.

I would love to get a real response from a moderator on whether or not the company is intending on keeping the money they’ve taken from me.

If I wait days at a time to get a carbon copy e-mail and I get posts deleted on the forums what am I supposed to do? Please I’m BEGGING you. Help me understand what my options are.

If you paid cash for it at a store, then you are out of luck. If you used a CreditCard then you have options.

1. Keep working if ArenaNet and NCSoft.
2. Document all communications between you and the Anet/NCSoft.
3. If you feel you have been wronged, then you highly recommend contacting the Bank who issued your credit card about a possible dispute.
(Call customer service.)
4. You may have to file a dispute.

Now is the time for you to read up on the Fair credit billing act.
Also remember the FCBA, State Laws, and federal laws supersedes and End User Agreements or Code of conduct lists.

Know your rights! This is why I highly recommend using credit cards vs cash, especially when dealing with out of state companies.

Please be aware that doing a charge-back will result in account closure and the account will not be reinstated in the future. While I appreciate a level of frustration may make it tempting to go through that process, the repercussions are costly (and necessary) and I’d like players to consider continuing to work with our Support Team on these issues, particularly now that they have additional personnel doing reviews of “fraud” issues.

Support has told me via my ticket my account is permanently closed. What process should I go through to either get my account opened, or get my money back?

Gaile Gray.6028:

Igopewpew.8692:

pngs.3798:

To: all of you banned for fraud payment

Good news!
Support just told me that I can have my account back if I buy a new serial key.
That’s very good news for me and thank you.
Although I have already bought the game and registered an new account. My first try today to link the two accounts failed with the following error “A server error has been encountered. Please wait a moment and try again.”
But I will try again tommorow to see if anything changed.

This is only somewhat near ok news, not good news. And it’s terrible news if you have not even been refunded because of Anet’s own mistake…They literally asked me to just buy the game again without refunding my money, so I don’t see buying a new account as “great news”.

If you bought from us, using a legitimate credit card, we would never tell you to pay twice for our game. There is more to this story, whether it’s an error on our end or an issue with you card, or a problem with your financial institution.

Thats what they told me too.

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

I’ve given them all billing info of my credit card, bought from the official store, and sent them PDF proof that I was charged, then I got sent this.

edit to respond, from the other thread:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.
- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.
No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.
At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.
Ticket ID: 121111-001892

Then I got sent the permanent closure message (for the second time), and it told me to buy another copy.

Hi Gaile,

What about those of us whom have been banned for botting? My guildie who was banned at the same time I was during the same event was already reinstated while I am on my third day? Would it be possible to increase the people helping to resolve the inappropriate bot ban issue?

Thanks for the help,
Frank
Incident: 121113-000159

Well i guess it time for me to chime in. I got banned for botting on the nov 12 . I am one of the older players here 63 to be exact and I have never been a bot. Do not like the tag of being called a cheater. I have been playing this game since beta. Like some of you others I was trying to get mats together from one of my alts up in the Jelako Waypoint running the events there I kind of dozed off at the keyboard for a few minutes, you do that when you get my age. To my surprise when i opened my eyes my screen was black yes I had been banned for botting. I hope they fix this soon, I have played over 800 hour the last time i did a age check , spent over 100 dollars in the gem shop about 50 in the last few weeks. I do hope they check our logs to see what is really going on here there are to many of us with the same kind of issues. Twitted Felicia Day last night #notthebotstheyarelookingfor no reply from her yet ref #121112-003213