Guild Wars 2

Good day Sir/Mdm,

With regards to my account being hacked,
My Support ticket was first closed on the 30th of May’13 without an update to me and I had to wait a week before realising that there will not be a reply to my ticket.

I’m not sure what the issue was with my account but I believe it was hacked and used for supposed illegal activities.

Support does not appear to want to assist in anyway to help me retrieve my account.
1. Would this be due to me having not bought gems from your store?
2. Would I be required to pay for Support to get assistance?
3. What signs would be required for the company to recognise that my account was used by someone else to perform the illicit activity?
4. How do I provide evidence that I wasn’t using the account at the point of action?

Please let me know how I can assist in your investigations rather than closing my account without providing me the refund of what I paid for the game.

Thank you

Response Andreas S. via Email 06/04/2013 12:55 PM
Hello,

As we stated before, we maintain full confidence in our decision. The account will not be reinstated and further inquiries may be closed without comment.

There are no signs of unauthorized logins into the account in question.

Regards,
Andreas

Dear Sir/Mdm,

This support ticket should not be closed.

Why are you choosing to ignore my communication with your support staff.
This is extremely unprofessional.

Please respond to this.

Thank you

Customer Boyce via CSS Web 05/30/2013 03:23 AM
Good day GM Talon,

it’s quite unfortunate that you’ve not been reading my replies as what you’ve given me is a standard template reply that I was able to google for online.

I did not use another 3rd party program that allowed me to manipulate andy so called movement that I’ve been accused of.
I do not have the desire nor the ability or knowledge to be able to create such a software to perform the said tasks.
Even so, it would be foolish to do it on an account that has five Level 80 characters and a Legendary weapon.

Please understand that all these points out that I was not able and have no reasons to accomplish the actions that I was accused of.

Could you please check if the account was used by an external hacker to do e so called activities as this wouldn’t be the first time it has happened.

Please investigate thoroughly and I look forward to your good news Talon.

Thank you

Response GM Talon via Email 05/29/2013 06:26 PM
Hello,

One or more characters on your account was detected using a third-party program that manipulates movement in Guild Wars 2. This goes against the Guild Wars 2 User Agreement and Rules of Conduct and has resulted in the permanent suspension of this account. We maintain absolute confidence in our decision and do not accept appeals for this type of incursion. At this time, I must also inform you that further inquiries about this account may be closed without a reply.

Regards,

GM Talon

Customer Boyce via CSS Web 05/29/2013 07:09 AM
Good day Gus,

I am extremely disappointed with the reply that I’ve been given with regards to the blocking of my account.
It does appear that I’ve been provided a standard template for a reply after 5 days of waiting.

I do not doubt that your team would perform their tasks meticulously but please understand that on my part,
I’ve no reason to supposedly “tamper” or I believe hack into your game.

I’d like to share my reasons on why I could not have tampered with the game,
1. I do not have the required knowledge nor the expertise in IT coding to perform such a feat.
2. My account is full with all Characters at Level 80, I would have no reason to modify anything of the game given that I’ve already achieved the endgame and even getting hold of the Legendary Weapon.
3. Anyone would know that an immediate ban would result for hacking attempts, so why would I tamper with the game using an account that has so much to lose if a ban were to be imposed. Wouldn’t it make more sense to use a new account? (The account has a Legendary weapon and Five level 80 Characters)
4.This is not the first time Support has banned my account wrongly & I’ve shared that it is likely my account had hackers using it to perform the accused actions.

I believe that you’d have to investigate this hacking that resulted in my supposed ban and find a way to block any other attempts because I am not guilty of what I’m being accused of.

Please update me as soon as you can and I hope to hear good news.

Thank you very much for your time Gus.
Response Gus via Email 05/28/2013 03:49 PM
Hello,

Your Guild Wars 2 account has been closed for modifying or tampering with the game, which is a breach of the User Agreement and Rules of Conduct.

I want you to know that we take great care when analyzing accounts prior to termination. Support staff is both diligent and conservative in determining which accounts are using these programs, and we only terminate an account only after we are able to prove beyond a reasonable doubt that such use has occurred.

Regards,

Customer Boyce via CSS Web 05/24/2013 02:26 AM
Good afternoon Sir/Mdm,

I’ve logged in today to find that my account was Blocked/Suspended for modifying or tampering with the game.
I do not have the resources or ability to be able to hack into the game system as I’ve been accused of.

I’ve already had 5 characters at level 80 and please understand that it doesn’t make sense that I would risk my account which has a Legendary weapon since Oct’12 just to hack a game.
Is this due to a new Razer mouse that I’m using which lets me assign hotkeys away to different buttons? But I’ve researched on this & GuildWars2 allows such behaviour as long as it doesn’t perform multi-tasking processes.
Could this have triggered some hacking behaviour?

Also I tend to Akitten when waiting for a Game Boss to appear, did this cause me to be flagged out for improper gaming conduct as I’ve read about it in the forums?

I’ve played lesser now compared to the period of Game Release in 2012 and haven’t been able to due work commitments, is it possible that this hacking behaviour that you’ve flagged is due to my account being hacked and used when I’m unaware which isn’t unlikely since it has actually happened before?

Please let me know what I can do to help you in solving this issue as I’d like my account back as soon because it’s a holiday weekend and I’d like to put in time to catch up with the new update.

Thank you very much!

If you post your ticket number, perhaps the Support Liaison might have a look. Good luck. =)

Re: your post below – You are welcome. =)

Thank you for your help Inculpatus,

my support ticket is #130524-000696