Guild Wars 2 Forum - Account & Technical Support

Permanently terminated account REVISITED

I apologize for ranting in another thread earlier but I was honestly upset and mildly depressed over the fact that I was terminated due to a mistake while GMs were reviewing who was a bot or used any third party programs.
I would like to enlighten any readers that I have indeed sent in a ticket and they did respond to it, only it wasn’t the correct response I was expecting to hear. They told me in a near automated response that they only terminate accounts when they’re “sure” a player is a bot or used some kind of third party program.
I am unable to prove my innocence, but no matter how hard I plea to the support team, I fear this is their absolute answer and I won’t be getting my account back.
I want to make it perfectly clear that I didn’t break any rules and if I did, I would like a clear explanation of what it was that I did break. Yes I read the user agreements and rules, and no I did not spot anything that I did that was considered a rule breaker.

After hearing what I have to say and the response I received, there is nothing left for me to do but to express my feelings here on the forums. I do believe the support team is trying their best, but I don’t believe they’ll turn around and re-review my ticket and really solve this problem. If there is anything a dev can do to remedy this situation, I would truly appreciate it, but please don’t be cold and say that the support team’s word is final, because its wrong and I am being done an injustice.

I spent my hard earned money and time, and this game has become something very important to me. I will continue to plea for the renewal of my account and enter in new tickets, but I fear it will not be enough.

Permanently terminated account REVISITED

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

If you were not botting or using any third-party program, you are welcome to update your ticket and appeal . Yes, the blocks generally are placed with certainty, but they are placed by human beings, and none of us are infallible.

Please know that the vast majority of those who breach the User Agreement plead innocence. They use a third-party program — usually to automate play (like afk “farming” while they’re asleep) — and they think we cannot see it, or they think we won’t have the data to block them, or they think that we’ll let them have “another chance.” But if it looks like a bot, and it smells like a bot, and the data proves it’s a bot…

Again, human errors are possible, and you are welcome to appeal. But please be aware that appeals take time, and please be patient as this undergoes the numerous reviews that are required.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Permanently terminated account REVISITED

in Account & Technical Support

Posted by: Sentinel.8749

Sentinel.8749

Yes, thank you so much for actually giving me a human response to this. I will indeed plea again and I will hope for the best.
I am also aware of the people you’re talking about, and once again, I can’t prove that I’m different than them. Thank you again Gaile.

Permanently terminated account REVISITED

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

Sentinel — here’s the bit about the whole “human response” thing. You’re not getting automatic responses. I mean, a real person is reviewing your ticket and sending you the best response possible. If it sounds overly formal, it’s because we’re trying to give you really clear info and that means that the answer can sound pretty alike (because the info they need to relay is similar for a lot of people).

Bottom line: We hate (hate!) to see legitimate players get caught up in an unjustified suspension or termination and we’ll try very hard to right any wrongs!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Permanently terminated account REVISITED

in Account & Technical Support

Posted by: Sentinel.8749

Sentinel.8749

I see, thank you for letting me know. The sooner the support team can resolve my termination, the sooner I can get out of this depression.
I may be a little too addicted to guild wars 2, but again I want to thank you for giving me some insight on this.
May I ask however, if I happen to get the same response again, do I continue to update and appeal my ticket? Or do I miserably accept what has happened?