My Customer Support Thoughts and Experiences.
I didn’t expect an answer at all after my experience i just wanted to share my thoughts on the process they made, so they correct their mistakes, and become a better Support Team. I just don’t wish anyone else happens to be wrongfully banned.
You are really quite mistaken about what happened. Every account is reviewed before it is suspended or terminated. You were not blocked by any sort of automatic “system.” Your account was flagged because your activities met several parameters that point towards RMT-like or bot-like behavior. After those suspicious “flags” were raised, a human being reviewed the data and concluded that the account was engaged in disallowed activities.
I cannot give you the details — for instance, “what exactly did I do that raised the flags?” — but I can assure you that you were not automatically actioned based on a single thing, and an agent truly did review the details.
Nor were all the responses you received sent by a bot. The first response is an automatic response, and it is marked as one. After that, you’ve been talking with another human being about this situation. I am quite confident that the agent did explain that the account was suspended in error, and I believe he or she would have apologized for the error. If not, I offer our apology for what took place.
I understand that the number of account actions in a single days is about 99.75% accurate. And while it’s frustrating to be in the tiny portion of players who are actioned in error, the overall effect of the system does remove a lot of RMT workers (with their related account thefts, gold-sales spamming, and damage to the economy) and a lot of botters (who impart their own damage on the game economy).
If you want to provide your ticket number, I can review this matter as a point of training — to see if the team can do anything better. But end of the day, you’re back in the game and that’s a very good thing.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Ticket Number: #130311-000987
If my actions were flagged as suspicious. Then this means, i can’t trade my items in the TP anymore? I mean, let me explain myself.
Lately my strat to make money has been buying ingredients via the TP in big bulks via the order option the TP provides. When i bought those ingredients, all i been doing is craft food/consumables to sell them later in the TP for profit.
2nd thing is.. All the money i’ve raised was used to upgrade my account, via bank slots, bag slots (in fact i recently leveled up my 2nd 80) an Engineer which was the one character i was using to engage in such trades.
3rd thing… Goldsellers does care about fractals, daily pvps, www, and dungeons? I am not trying to be sarcastic or ironic. But whoever reviewed this information (if it was an human being) might need to learn a bit more about what the players does in they day by day in this game. I personally enjoy all the aspects of the game, and i run all sort of content PvE and PvP. I am the sort of farmer person also. I love going to Orr and spend some hours killing in the events, for mats to craft or sell or help my guildmates for their legendaries.
4th thing. And finally for the last, I suspect someone did report me while i was at Lion’s Arch trying to sell some of my stuff via the General Chat. I know this practice isn’t bannable/illegal either common, but at this point is when after like 20-30mins i’ve got ban.
Anyways…. After what happend i am sure i am not going to risk myself into being falsely reported again. So i’d like to know if my behaviour looks like the one of a Gold Seller, because if it is, then tell me what i can and what i can’t do in order to not be banned again. Because i can’t understand which ones of those actions raised that flag up. And please, again this is not a rage post, or ironic/sarcastic. I want to know this, because i still don’t understand why my behavoiur isn’t one of a normal player/human being.
Regards,
Krogan Vaeringar
Founder of Vaeringar Guild, Baruch Bay
It was very clearly explained to you. You were reported and an agent made an error in mis reading your comments, which s/he believe pointed to sales of in-game items for real money. That was not the case, and when you wrote, the team examined the situation and released the account.
It was a simple human error for which we apologize.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet