Guild Wars 2

I submitted a ticket on 10/20 after finding my account was terminated for supposedly assisting in gold sales for real money. Any update on the status of this would be appreciated. 121020-001238

Reference #121022-002501

Status: Unresolved

Date Created: 10/22/2012

P.S. I feel like an idiot when my friend that has exactly the same issue gets a reply from the german support team 4 hours after he opens his ticket……

I Have my account ban for engaging in or assisting with gold or items sales for Real Life Money which i never……. Kindly help…. i didnt break the law and order. I think you guys got the wrong guy……..

ticket no: 121025-000768

Leadeater.3298:

I submitted a ticket on 10/20 after finding my account was terminated for supposedly assisting in gold sales for real money. Any update on the status of this would be appreciated. 121020-001238

I got the same issue as you. T_T

Reference # 121018-000460

EIGHT DAYS NO REPLY. Even though i submitted a previous ticket that HAD SOLUTIONS. I was replied and delayed with a standard template. Credit Card Rejected cant buy gems. Its the ANTI FRAUD SYSTEM you have in place that is blocking my account. NO PROBLEMS on my end. This is the SECOND TIME i’m requesting my account to be unblocked. First time it took 5 days. Sure you guys want to put in place a Anti-Fraud System. BUT YOUR SUPPORT IS NOT ON PAR. It simply cant keep up with the people requesting their account to be unblocked. Take a look at the merged Gem stores question/issues. I want to be unblocked before the halloween event is over

Gaile Gray.6028:

At first glance — and I will look into this more thoroughly — it appears you purchased from a non-authorized third-party seller. And while you did not ask for a charge-back, they did. Alternately, they used a fraudulent (stolen) credit card and the account was closed and refunded to the legitimate card holder.

In any event, we truly are not the source of this problem but we are unable to correct it, either, because the payment was reversed. We have not received a cent for the game, and the company appears to have made pure profit from you while costing us the fees involved in the charge-back or refund.

I’m very sorry that this happened to you, and I would love for us to be able to help you. Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.

Very, very sorry that you were taken advantage of like this. Please let me know that you’ve been able to get this resolved with the seller; I will be keeping your family in my thoughts!

Thank you Gaile Gray for that very swift, helpful and compassionate reply. When I mentioned what you said to my husband and kids at lunch today, you can literally see the bewilderment lift from their faces as they chorused their ’ohhh’s.

jangsara.4351:

Leia.5380, I had the same situation, same account suspension, same message, even from the same handler (Matt S.). Gaile is right, you need to contact your re-seller asap, get your money back and (if you want) buy a new key from a authorized retailer.

I did so, I have a new key that I have linked with my account, now I’m still waiting for support to open my account so I could get back to playing. 8 days and counting since the suspension started… Ticket 121016-002257.

Thank you for your comments. It is comforting to hear about someone who was/is in the same situation and on their way to recovering their account.

With this in mind, I’d like to share my experience to players whose accounts have been suspended for unauthorized (by you) charge-backs/refunds.

The following is a summary of my/our GW2 account suspension saga:
—-
From Oct 14-Oct23
GW2: Suspended
Us: Why? Help please…
GW2 support: Escalating ticket
Us: Why? Help please…
GW2 support: Charge-back
Us: What??? No we didn’t!
GW2 support: ~-.. crickets ..-~

Oct24
Us: Why? We’re innocent. Rant, rant, rant…
Six hours later
Gaile Gray: You didn’t but your retailer may have. Here’s what you can do about it. And here’s what we can do about it.
Us: Ohhhh… ~-.. goes on to contact the retailer ..-~

Much, much better communication wouldn’t you say?
That’s a clinic on how to do customer support.
—-

I have begun communicating about the situation with allcdkey.com
And it has been progressing encouragingly.

It may not be your fault, nor GW2’s. The retailer may even not mean to scam you.
I found out that my retailer has a supplier who is not GW2 directly and therein lies the problem. My retailer is working towards resolving this situation.

I’m positive that my issue will be resolved very soon.
I truly feel ‘supported’ as a customer – first by Gaile Gray and then later on by my retailer.
I am grateful.

4 days, no reply, no action.

Account banned for gold sales, which is absolute rubbish. Get a clue ArenaNet, YOU ARE WRONG. Your inaction amounts to theft. I paid to play, and I play by the rules. You are not.

121021-001711

Couple of days and still not solved.

My account banned for gold or items selling and buying. I’m not breaking the rules. I don’t wanna waste my money for nothing. My account is wrongfully banned. 121023-002911

Incident: 121024-001501
I don’t play in GW2 about three days. After that, I log in game and have a error account. Error code : 45:6:3:2114.
[redacted user name for privacy]
Can anyone help me?Communication is very bad with players. How you can write “someone will contact with you as soon as possible”. It’s possible value minimum 2 days… and i still don’t have answer… I waste my money for nothing? I hope you can help me, supports.

Hello. I submitted a ticket early on 10/20, I received a response on the 23rd, answered it with all the required information, and am waiting for an answer. Wondering now if my account had been compromised even though none of my items were missing…..

121020-002032

Incident: 121023-002139

Already bought a new cd key, and would love to be able to play the same account later today.

Please help. Thanks.

Leadeater.3298:
I submitted a ticket on 10/20 after finding my account was terminated for supposedly assisting in gold sales for real money. Any update on the status of this would be appreciated. 121020-001238
I got the same issue as you. T_T

Same issue.

Edit: Sorry, forgot reference 121024-003346

Thanx for the heads up.

What exactly means “In Appeals Queue, awaiting review”?

Here please, 3 days and no reply. Actually, my ticket has been open for a week or so. Suspected of gold selling. I’ve never done such thing, ever. Please help out.

#121018-001631

3 days and everytime i get a reply about hall of monuments , Gaile Gray you probabl know in what kind of situation im in , i was banned wrongfully for gold selling which i know i didnt i changed my password incase i got hacked because i might have accedntly turned off the email authenticator and not have gotten any information on how to turn it on again anyways heres my ticket # 121024-000448 and heres the # of my second ticket as i gotten again only HoM rewards thingies about tht the information in my ticket was about HoM and if tht helped me out and if not i was to send an email so heres the # of the second ticket ( already been marked as a duplicate ) 121025-000099 thanks in advance

Case 121014-000662 – This has been an ongoing issue. My account keeps getting terminated for gold or item selling for real world money. Could you please reset my account again and I will add more security software to my computer… sigh…

Reference :121020-000483 Created OCT 21
My account was permanently closed because it was involved in the sale of in-game items for cash or other items with real world value.
But all my income in the game was come from selling though Black Lion Trading Post (ONLY) and award from dungeon .
Also my total wealth had never been over 10G
Please help me with this
Thank you

Hi Gaile
it’s 6 days that i submit my first ticket.
me and my friends are in the same situation,and they got their account back this morning…
i am so jealousy they could play now and i am still waiting
could you speed up and help me
i want enjoy the game with my friends ASAP
Reference :121020-000350
please help
Thank you

Reference: 121023-002296
My ticket was created 3 days ago due to my account being terminated for being involved with the sale of in-game items for real world money which is completely false. Thanks for the helps in advance.

I submitted a ticket on 10/22 for my ban for gold sales. I’ve waited patiently, since I’ve seen complaining on the forums does nothing benificial for either party. I love the game but I’m starting to lose faith in the company behind it. The thousands of wrongful bans are getting to be rediculous. Please help

Ticket number 121023-000291

I’ve submitted a ticket on 22-10-2012 incident: 121022-002435.
Still haven’t received any response. My account suddenly got suspended a week after i’ve registered my account. I realy want to get back to the game because i realy like the game so far, please help me get back ingame…

Hey there, found my account suspended 3 days ago and made a ticket. Didn’t go a reply yet after 3 days so I made another ticket (I know I know). I did get a response on that but it got send to payment review. Still need it resolved after 3 days. I understand the ticket that ticket that is waiting now is now 3 days old, however the first one is and it’s about the same issue.

Original ticket with no replies: 121022-002419 Duplicate 10/22/2012
Second ticket: 121025-001807 Waiting 10/25/2012

Is the support team working during weekends?

Hello, I found that my account had been suspended on 10/13/2012 due to someone other than myself accessing my account. I submitted a support ticket on 10/13/2012 and my account was responded to and unsuspended on 10/14/2012. Luckily nothing was missing from my account, however it had been moved to a different server. It took me until 10/16/2012 to get back to my normal server due to the servers being full.

On 10/18/2012 I attempt to log in to find my account has a new error message " Your Guild Wars 2 account has been terminated for engaging in or assisting with gold or item sales for real world money, which is a breach of the User Agreement and Rules of Conduct" I then go back and add to my original support ticket about this issue and request to be contacted back about the issue. I got an automated response stating " I’m transferring your ticket to a member of the Account Support Team to further assist you. Someone will be in contact with you as soon as possible. I log in on 10/22/12 and find that my original ticket has been closed, yet I have not received any response.

On 10/22/12 I enter a second support ticket informing of the termination on my account and it is now 10/26/2012 and I have yet to receive a response.

The person or persons that hacked my account must have been spamming with it or selling items. All I know is there were some pretty descriptive emails to that person that were left in my email box. I am guessing you still had me on a list of accounts to ban due to whatever the person that stole my account had done. I did not have access to my account during that time it was hacked and took no part in nor am I affiliated with anyone that would engage in or assist with selling gold or item sales for real world money. I report these types of players anytime I can.

Any assistance would be appreciated.
Please refer to closed support ticket: 121014-000579
Current open support ticket: Violation Appeal: RMT 121023-000745

Ok im afraid my patience has just about run out.

for what its worth my ticket number is:121025-002276

in a few hours, i have been waiting 3 days. If it is not resolved by then, I will contact my credit card company to initiate a refund of both my account and gem purchase which i never received from your trading post.

I wont be doing it through your ‘request a refund ticket system’ because Anet is clearly unable to provide an acceptable support system.

I am 41 years old, being treated like a child.

Accused of gold-selling spamming. Submitted a ticket 121024-000346 on 10/22, no response. Patience is wearing thin, bought gems to use during this Halloween event now I cant even use it.

Hi, I got my account permanently terminated of being accused for real-world money sales, which i am positively not involved with. I submitted a ticket last 22/10, no response yet. Kindly acknowledge – [Incident: 121023-000349]. I want too play as soon as possible too. Thank you

It’s been 2 days since I’ve heard anything. I’m not waiting an extra day because the Halloween special event thing (which is what I started playing again for) is coming up ,and seeing how ridiculously slow for what is simply wrongful banning with no evidence.

My reference: 121024-001378

I appreciate the update on 121019-001684, Gaile. Here’s our dilemma: he submitted this ticket through the “ask a question” page without being signed in to a support account, since it was giving him an error when he tried creating one using the e-mail originally associated with his gw2 account. Unless we’re missing something, we can’t find a way to update the ticket now. Should we attempt to create a new ticket while signed into a new support account (using a new e-mail address completely unassociated with his guild wars account) or is there a better way to approach this?

Afrocles.6978:

I appreciate the update on 121019-001684, Gaile. Here’s our dilemma: he submitted this ticket through the “ask a question” page without being signed in to a support account, since it was giving him an error when he tried creating one using the e-mail originally associated with his gw2 account. Unless we’re missing something, we can’t find a way to update the ticket now. Should we attempt to create a new ticket while signed into a new support account (using a new e-mail address completely unassociated with his guild wars account) or is there a better way to approach this?

If you go to the “I forgot my password” section (I don’t recall exactly) of the support log-in, then you should be able to request your username get sent to the email address provided. I had to do this the other day.

It’ll send you an email and you can set up your account from there. Hope this helps

It’s not quite 72 hours yet, but hey, I’m posting anyway, because chances are, I’m not going to get a response till AT LEAST Monday.

#121025-001252

No idea what I’ve actually done. Permanently banned. I’m a legitimate player who’s purchased tonnes of gems, owns two accounts, senior officer in his guild, progressing towards my legendary. Never exploited, RMT’d or botted. My log-in message doesn’t state what I’m being accused of, it just says I’m banned. I strongly believe this is in error and have put all information I can possibly provide in my support ticket. It’s currently Saturday where I live and I was really looking forward to smashing out some dungeons this weekend.

I find it extremely inconvenient and frustrating that this happens right in the middle of Halloween. It’s extremely frustrating to see that a large amount of players are claiming that they are receiving no response and they have a similar issue. Something is clearly wrong with your system and it needs to be fixed.

With the amount of money I’ve spent on the game, do you REALLY think I would actually be stupid enough to break the EULA? I’ve never even had a temporary ban.

I find this whole situation ridiculous, coming from a company I once loved. I know I’m going to get my account back, I’m just frustrated that it’s taking so long.

the auto response is unhelpful
8 days and no one tell me what happened
so give a permabanned and throw me away,is this what you always do? did you even read my email?
#121020-000350

It has now been 3 days since I last heard anything from ANet regarding why my account was Suspended. The last I heard was that my ticket was being escalated and that’s it.

To be honest, this suspension is waning my interest to play this game. I would however still like to know what is going on.

121023-001540

121022-000841, 121022-000907 In Appeals Queue, awaiting review

That was yesterday, I see there were updates for other tickets but I guess they did not have the time to get mine fixed today….

This really sucks and I though that EA’s support team was unhelpful…

So no update on my ticket but I did get an e-mail to tell me how much fun I am missing in game with the next act of the Halloween event(YAY now officially missed act one)….

This is very frustrating!

Yes i missed so much of the haloween event but idc about that anymore i just want to get back to plaing , great i cant log in to support anymore somehow i must;ve forgot my log-in and i never received an email with my account things how am i supposed th get it back?

Gaile Gray.6028:

Update — Friday, 26 October

121025-001252 In Appeals Queue, awaiting review

This is greatly appreciated. At least I know it’s there and in a queue.

Thank you, Gaile. I look forward to complete my Master Carver title >:)

Yes… yes… cut and stab the pumpkins… yeeeees…..

Hi,
I got an issue with during login
I did not do anything or sell any items from game that breaks the rules.If i did, I gust there will be history of trading information appear on my account.
Also my total wealth had never been over 5G.I only have to borrow a friend 4 gold used to study Trait.
Please double check for this,I love guildwars2.

Reference #121020-000799
Date Created 10/20/2012

Hello,

I’m posting here concerning ticket #121022-002209, during play my account got kicked off the server and after logging in I presented with a message that my account has been suspended. I created a ticket that same day and waited for a response.
At first I got a response, my ticket was forwarded to the Payment team. That was on the 23rd and that’s the last I heard about my account. I still have no idea what is wrong since I didn’t RMT, didn’t bot, bought my game online and haven’t done anything illegal. I’m leaving for London for the weekend so I won’t be reading or replying to this, I just hope that on monday evening I can actually play or have recieved something from the GM’s telling me what’s the matter.

Thanks in advance!

Thank you Gaile for the update, finally a response.

121022-002233

I have received no actual information regarding this issue. I did my own investigation while waiting and confronted my seller who in turn began acting suspicious and in the middle of negotiation, refunded my money with no explanation. So, I assume this was an illegitimate key. I will be reporting him to both ebay and paypal.

I was following your instructions. #1714 – 2012/10/25 11:14:29 AM (2012/10/25 13:14:29 UTC2) “Unfortunately, you need to go back to the seller and demand a refund. Then, after you purchase a new code through the official website you can add the legitimate code to your daughter’s account. She will be able to add to her own account, she will not need to start over.”

I just bought the game on this website but received this message. “The serial code you’ve entered is not valid for this region. Please apply the serial code to a valid account in the correct region.”

1. Please, when advising people that they can add a new key to an existing account, include instructions on how to buy the correct region as the website does not give options for region purchase and it would seem to be automatic since you can’t log into an account when your browser suppresses HTTP Referrer header. That means the site knows where you’re logging in from. I had it off when purchasing as well, so it should have know my region and either sold me the proper region or given me an option of which region to buy.

Anyway, I’ve been waiting 5 days to solve this with no responses from customer service. I now have a legit key purchased directly from you and I still can’t play and am most likely going to have to wait at least another 5 days to play.

I am disabled and currently diagnosed with an acute virus that will keep me home bound for probably the next 3 weeks. I bought this game to help pass the time.

If there is anything you can do to expedite this, it would be greatly appreciated.

Thank you.

P.S. I went back to purchase page and went through a few steps, just short of purchasing again, and it was only giving me the option to buy in my region. I’m fairly sure that I did buy the proper region and this error message seems to be an error or default error message for those whose accounts have been suspended. Perhaps you need to wait until the Payment Review Team releases your account before you can apply a new key and resume game play?

In the following thread, this issue has been brought up, but with no resolution as of yet, for any of you having the same problem.

https://forum-en.gw2archive.eu/forum/support/account/Can-t-add-a-new-code-to-my-terminated-account/first#post545065

The fraudulent key purchases seem to be of epidemic proportions. The fact that people are getting banned from game play means that they work in opening an account but get detected weeks later as fraudulent, which is quite odd. I think you could avoid a lot of frustration on both our parts if you simply let the accounts be reinstated automatically with a valid key purchase. The system seems to be designed for stacking accounts. This would lighten support’s work load and all of our stress level. Also, just a thought, but maybe set whatever detects fraudulent accounts to function during account creation and not 2 weeks into game play? Just saying….

Just out of curiosity, are these keys ones that were for pre-release that are no longer valid and the sellers are trying to pass them off after the start? It’s seems that they are pseudo-functional since you can play with them for a while. If that is true, wouldn’t it be better to program that list into the registration so you would never get in in the first place? That way, you could get your refund, buy a valid key and not have to wait a week or more due to your either over loaded or under staffed customer support team.

If you made this information public, your customers would also be better informed consumers. They could ask these dealers if these are pre-sale keys and possibly avoid this huge log jam.

Just my two cents.

I filed a ticket this week regarding with my problem purchasing gems to black lion.support team told me to wait patiently while the process my request but its been 4 days and i haven’t got any reply! i opened my account support and checked the status of my ticket only to find out that they closed it!made a couple more tickets but they’ve been labeled as duplicates. whats going on here?
i need answers please. . .

121020-000350 In queue for review
alright,it seems i am in queue again.that’s better than just waiting
but i still hope the next email will come soon and not a Ctrl+C&Ctrl+V response