Guild Wars 2

Gaile Gray.6028:

Igopewpew.8692:

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!

The game was purchased on 11/5/2012. As for the exact payment process day I’ll have to ask my bf to check the exact date with the bank.

It has been 3 days since my account was banned. I recently received an email telling me that access had been restored but the game is still telling me that my account has been suspended for unauthorized use. Please help me I feel like I was just getting hope of having the issue resolved to have it crushed under the foot of error 45:6:3:2114. Ticket Number: 121112-000627

Ticket not seen above, officially two weeks of waiting as of today.
Last update stated that it was for payment fraud or something along
those lines.

Ticket #: 121031-000469

Hi Gaile Gray,
My Ticket number is 121113-003557, i am totally confused about my situation over here, just after 4 days of playing and giving 80 dollar for a Deluxe Edition GW2, all of a sudden i am not able to login into my account because of an account issue which is impossible to have and started to get account suspended warnings. the ambiguity of the situation is the most puzzling part of the whole incident.. please at least give me a reaction…
while my friends are continuing to play which we nearly bought the game at the same time, i cant understand the bad luck of my destiny…
thanks in advance…

Hi Gaile Gray,

I am at a 7 day, 1 week suspension now. My ticket number: 121107-002636 , was marked (Under Review) but still no changes.

I have supplied a lot of information of My Character names, My name, and My serial code and even a picture of my serial code. I bought my Collectors Edition from Gamestop and I can include more pictures of my Collectors Edition, such as Rytlock Statue and Tin and pictures if that would help.
Please help me, so I can be back on before weekend event.

Thank you in advance!

reference # 121112-000568 third day of being wrongfully banned and accused of botting, i feel really insulted about this,because ive played and worked really hard on everything ive done in game with my own 2 hands,if u ban ppl for playing too much then let me know next time and i wont play so much thanks have a nice night. p.s. please give me my account back because it shouldnt have been taken from me

Submitted two tickets on 10 Nov 2012.

Incident: 121111-000222
Incident: 121111-000260

I received a so-called response on 121111-000260, stating it was a duplicate. However, the ticket was for the inability to be able to follow-up on the first ticket through the support site “My Stuff” tab due to the first ticket submittal reason.

I still haven’t received any email response on 121111-000222, and we are fast approaching day 4 of the submission.

How is one suppose to check status’ of tickets if they can’t login to the “My Stuff” portion of the support page?

V/R and patiently waiting

Anaryan.2091

121111-000674

Hurry up and unban me.
No I will not be patient. ArenaNet screwed up, not me. Why do I have to be patient?

You know when other companies drop the ball, they release an official statement.
Keeping quiet while trying to put out thousands of flames, when in reality you have two huge fires, isn’t really a good idea.

Just saying.

Hello Gaile I would really appreciate it if you could take a look at my ticket.

121109-000954

Thank you~!

Dear Gaile.
First of all, I appreciate that my ticket is going through the progress.
you wrote “121107-001485 Should be resolved very soon.” before over 24hours.
but it’s status is “in progress” until now.
When i can see it’s status “resolved” ?
thank you.

Gaile Gray.6028:

Igopewpew.8692:

Hi Gaile Gray!

I’m nearing a 1 week ban now. No response has been made after my ticket was changed to the [RR] status. Any chance you can help me out in any way ? My ticket number is 121108-002427

I’m looking at this right now and I’ll be sending an email because I don’t understand the situation. Can you tell me when you purchased? And when the payment processed? That would be super helpful information to have as I discuss this with the team responsible for fraud reviews. Thank you for that information!

The bank will be contacted once again tomorrow. If there’s been no refund or solution to this at that time I’m afraid I’ll be forced to do a chargeback in the very near future. Which is not only a burden to me but also to ArenaNet.

EDIT: 121108-002427 (please always include your ticket number; I keep having to dig for this. I am pursuing this! gg)

I have updated the problem ticket, as a battle from the first generation has been support your honest game players, please you do serious and careful investigation, maybe this time you really wrong. Thank you!
Ticket ID: 121109-001276,121109-000618

finally after 17 days of waiting my account 121030-000078 got reinstated.

my account has been terminated over 144hrs now.
still no reponse about ‘botting under review’.
im so tired. why so slow to progress.
i have no idea they have been actuallay doing review or not.
it seems like i can’t participate in Lost shore event.
i feel frustrated so hard.
why?
because im do not botting, illegal behavior, gold sale, macros.
ArenaNet! are you 100% sure about this?
are you 100% sure im bot?
unban my account please.

ticket no : 121110-000847

Gaile or support mods,

Been banned for botting Incident: 121113-000159 and my guildies have been telling me via vent that my account has come online! Now I am getting VERY worried. Please respond to my ticket and unban me. Thank you!

Gaile,
Yesterday I was blocked on forum with my account karrak.3597. Today the support sent me a mail telling my serial was purchased by fraudulent…. I have confirmed with paypal. They send the mail to NCSoft. I bought the game 09/10 and I´m one week blocked/suspended/account termination. That´s a big mistake by financial review. They said to me ask the refund to paypal and buy another key… I bought the serial by paypal on official website. That´s no secret. And How can I used this key for more than 2 months and they decide do that with me… Something its wrong. They not reading what I post on ticket, they not answer my questions, they don´t check the paypal account, they simply don´t care. Always the same answer.

Account guildwars2 karrak.3597
Please check my case.
121109-002852
Transaction ID:65J4702411464535H
Invoice ID:28744051
Seller Name:NC Interactive, Inc.
Seller Email:paypal@plaync.com
Transaction Amount:-$59,99 USD
Transaction Date:10 Sep 2012
Guild Wars 2 Digital Edition $59.99

Posting on behalf of wife as she cant post on the forum anymore

incident: 121110-002029

1)banned for botting more then 4 days (unjustly)
2)recieved support ticket update saying access restored
3) changed password as requested in ticket update
4)try to log into game she recieved the error below

“You have not applied a retail code to your account ……..”

5) tried to go to forum appeared logged out
6)tried to log back in get message >>>> you have no access to guild wars 2

STILL NO REPONSE
im waiting 6 days. im just want to play Lost shore.
Unban my account please. im not a bot.

121110-000847
including updated.

My ticket: 121109-001805

Dear Gaile.
my ticket number : 121107-001485
I’m just waiting the result of my issue. (ban cause of trading the real-world money)
As I wrote in 47 pages, Yesterday, I suddenly got a message that the cancellation of purchasing package in September from my credit card company. and I confirmed this thing was by Arenenet.
Purchase was refunded on my package. Also seems my credit card use is prohibited in Arenanet.
What happen.. I’m really embarrassed.
I ‘m afraid this thing will occur another problem, even if the 121107-001485 is solved.
There’s something with wrong in your side…

The length of this thread is telling.

121113-000120

Is it possible for me to get my money back? This is the worst customer support I have ever dealt with anywhere, even worse than my terrible ISP.

My ticket was “Escalated for further review” whatever that means, 3 days ago…

121110-000139 is my ticket number. I don’t think it should take 3 days to review a ticket. And, I understand customer support is expensive. But I’ve said it before and I’ll say it again. What does it cost to handle a situation and handle it well? You know, when you treat people like this, and wrongfully ban them, and don’t take there side, and treat them as the enemy, people just become apathetic and decide, well I’ll just go somewhere else for my happiness.

I would appreciate if I wasn’t FORCED to miss a one time event (The Lost Shore) because of your mess up Anet. Can we please get something done? I have tried replying directly to support on my ticket and haven’t heard anything. I am NOT a bot. I have never used 3rd party programs. Please lift my ban, I don’t appreciate this whole mentality of guilty until proven innocent.

Incident: 121110-002029

My wife cant post thanks to the next to latest mistake and the response to that is even worse

1. She got banned with a false claim for botting
2. After over four days she got her access restored
3. She changed password first as told
4. She logged into the game
5. She got the message You have not applied a retail code to your account ……..
6. She updated her ticket and I updated forum for her in the 3 days and over
7. She got a reply to her ticket she needs to buy cause trial doenst give entrance .. Obviously the employee didnt read it

Its been going on several days now and she lost all confidence she will get her account back.

Eva do not delete this. This is a new problem that doenst get adressed and make it all go on an on. It has now become a rollercoaster of people unwilling or unable to read and unstand and we need someone to look at it

Incident #: 121112-000042

Banned for 4 days now (since Sunday), wrongful account termination issue.

I’ve been updating the ticket daily so it isn’t auto-resolved as some people have indicated can happen, but I’ve had no response at all from Arena Net.

Could someone please take a look? Thanks!

So, at about 100+ hours into the ban. No response still besides the initial response for submitting a ticket.

I just recently updated what I remember doing before I got banned. But I’ve been updating the ticket everyday.

My ticket nuumber is in my signature. I didn’t bot.

My timeline so far:
Nov 8 – Played GW2 without issue
Nov 9 – Falsely banned for “real money” account sales on attempt to login.
Nov 9 – Ticket submitted requesting to restore my account, and a second ticket correcting an error in the email address for my game of the original ticket.
Nov 12 – Posted to this forum requesting help
Nov 12 – Response from support that my account was restored
Nov 12 – Attempted to login to the game which failed for same original reason
Nov 13 – Submitted a new ticket [Incident: 121113-003712] with attachment of previous ticket communications
Nov 13 – Received request from support for 25 digit game key
Nov 13 – Provided two game keys as I couldn’t tell which one was mine, and which one was my wife’s since I had pre-purchased both of them.
Nov 13 – Informed by support my ticket had been “escalated”.
Nov 15 – Posted to this forum again, and obviously still waiting…………………
Please help if you can.

Dear Gaile Gray, It has been 8 days for me and still waiting for response on my account suspension issue. Please help!!! Thank you.

My ticket number: 121107-002636

:( I am sorry to hear that… Hopefully she gets her account back soon with no problems…

Disabled Account Incident: 121110-003112

I was playing my Darlionfire character on Saturday Morning/afternoon and as I was playing the game I was booted off for botting. I have never used any macros, and I have not used any type of botting (things) not sure what they might be. As soon as I was booted, I quickly opened a ticket with your support team and they told me that I was escalated to Tier 1 for review. I tried to check on the update of the ticket by replying to the email but I still haven’t heard a response. I also tried to access the online support but I can’t seem to log into it, it gives me a message saying that “wrong password or account disabled”.

Thank you for looking into this.

kiri.8204:

Incident: 121110-002029

My wife cant post thanks to the next to latest mistake and the response to that is even worse

1. She got banned with a false claim for botting
2. After over four days she got her access restored
3. She changed password first as told
4. She logged into the game
5. She got the message You have not applied a retail code to your account ……..
6. She updated her ticket and I updated forum for her in the 3 days and over
7. She got a reply to her ticket she needs to buy cause trial doenst give entrance .. Obviously the employee didnt read it

Its been going on several days now and she lost all confidence she will get her account back.

Eva do not delete this. This is a new problem that doenst get adressed and make it all go on an on. It has now become a rollercoaster of people unwilling or unable to read and unstand and we need someone to look at it

I am the wife in above post. It all seems to work again.
Checked my main character and all the gold and items and everything is still there too. Hopefully this is the end of this business.

Thanks who whomever picked it up from here and got it fixed.

Hi Gaile Gray,

I see you have your hands full here. I put in a ticket 5 days ago, with posting here on day 3 waiting for a response from Anet. I am quite surprised to see all this. Anet has always been a stand up company. I have been a fan since the original Guild Wars, and was dedicated to that game. Been waiting years for Guild Wars 2 to come out. 5 days ago my game had crashed while playing, and when I went to log back in, I received this error message:

Your Guild Wars 2 account has been terminated due to botting, extended unattended play, using macros, or similar behavior. Attemping to automate gameplay through any means or attempting to circumvent idle-time restrictions in any ways is in violation of the User Agreement and Rules of Conduct. The account closure is permanent.

I could not believe it. I worked so hard to get my 50 points to put in the HoM in the original Guild Wars to carry over to GW2. I put so much time and dedication into the game, and to see my Guild Wars 2 account wrongfully terminated was completely shocking. If you look at my account, you will see I am no botter. I do not use macros. Extended unattended play – if me being idle for a bit to tend to my child then yes I am guilty of that, but in no way to abuse the system. I am not here to cheat the game or other players. I have a love for Guild Wars and Guild Wars 2. I do not want this to be the end of Anet for me. I just want my account back and be able to play with my guild again. I have been patiently waiting for a response, and trying not to be a bother, all the while watching the clock tick down to the Lost Shores event that I wanted to be a part of. Please look at my account soon. I’d absolutely hate to see it be terminated over false accusations. Thanks for your time.

Incident: 121111-000266

Hello Gaile,
I have the problem of being banned for an unknown reason for me, saying that I broke the rules of conduct. Though I have no idea what I could have done after playing the game for only 6 days. I already sent my ticket and am awaiting a response, but have yet to hear back. I also realized that during the pending process for Guild wars in my bank stopped and now I have my money back. So basically a refund on the game. I am really confused with the whole situation right now. I really just want to get back into the game before the 16 for the new event.

Thank you for your time

My ticket ref # 121111-002647

dont even know why I am bothering to put this here. guess its out of some last desperate hope that something will get done. was banned a few days ago for supposedly botting. I put a ticket in as soon as I could load support page and type it out. now 3 days later havent heard anything back and Im literally losing sleep over it.

121112-003153

have been playing mmo games for over 13 years online (for truly degenerate amounts of time) and never once had a problem like this.

Incident: 121113-000159

(Day 3)

Your Guild Wars 2 account has been terminated due to botting, extended unattended play, using macros, or similar behavior.

I was banned while gaming with friends in guild at the Tequatl event along with fellow guildie connad.4967 (who had his account restored yesterday). I use an Apple KB and mouse on my PC. So, I have no programmable buttons for macros.

I run my usual farming of orichalcum, ancient wood, omnomberries and lotus every day in between doing Shatterer, Jormag and Tequatl while helping my friends level and get gear via farming crafting or purchasing. Toss in karma farming for Temple/God karma armor and an exp dungeon for styles of armor. My credit card is also on file with the Trading Post. No bot-like behavior.

Being a single father of two I am frequently stepping away from my keyboard to help with homework, make meals, be a chauffeur and, generally, be dad. I also step away for the occasional smoke break outside. So, I do get disconnected from the game quite frequently. No bot like activity.

Working from home I am afforded, thankfully, the opportunity to play as much as I’d like. So, I am logged on more than the average player. But this is my entertainment so I don’t have to go out to a bar or club and waste money better spent on making my children happy. Again, this doesn’t violate the RoC nor the UA.

Please, restore my account so I can get back to playing with my old friends and, hopefully, invite new friends to play this weekend.

Thanks for your time Gaile,
Frank

Goforce.2351:

Hello Gaile,

Still no answer today … :/

If I update my ticket, Will I be put in the last on the queue ?

Here’s the statut of my ticket in your last update :

121103-000852 Fraudulent purchase; under review

If it’s “under review”, Why I don’t have any answers yet ? :/

If updating your ticket moves you to the back of the queue, that is completely stupid. They should just review everyone’s ticket by this section of the number -000852, but they obviously don’t cause my number is like 139 and its going on a week I’ve been banned, and the only thing I’ve been told is “escalated for further review” whatever that is suppose to mean, why couldn’t they just take care of it when they looked at it the first time. I’m probably gonna miss The Lost Shore because of their flawed banning system, I also wouldn’t be surprised if they removed this post. And if I sound angry, sorry it’s not toward you.

[Incident: 121110-002302]
Opened the ticket since Saturday Nov. 10th, 2012 around 1pm, about a few minutes after I got banned and was unable to log in.
Been about 6 days since I was banned due to the accusation of botting.
All the information I can provide has been updated and post in the ticket.
Please review and hopefully resolved, thank you.

Hi Gaile Gray,

I am nearing a 3 week ban now. No response has been made since 05/11 !

Can you help me please ?

You said that my ticket was “under review” => 121103-000852 Fraudulent purchase; under review

All the informations you need are in the ticket, in English and in French !

Help me please, I’m not able to play since 31/10 … :/

Best regards,

Olivier

ticket no
121110-000847

wating 7days for response

surely i cant enjoy Lost shore with my friends.
i guess i almost give up hope

3 days passed right now since the account issue doesnt let me login into my game… i got a mail that says it is in under-investigation but still i dont see any reason to be in that situation, its is so ambiguous and unexpected and not letting me play in the times i need something other then the real world itself, its completely meaningless and not “kind” at all to do such a punishment without any convincing reason or any reason at all… please deal with this as soon as possible, so i can reenjoy my game… thanks in advance Gaile
Gray
Ticket#121113-003557 same created 12th night

It’s been 1 week since I was banned and submitted my ticket. After a few back and forth e-mails where I gave the support team information they requested they said that my ticket would be “escalated for further review” I have yet to hear back from anyone. Please look into this and resolve it as I am looking forward to enjoying the new content this weekend.

Ticket #: 121108-002932

Ticket#: 121113-000198

Created on the 12th

Missing the beta of the new PvP map. I don’t want to miss the one time event this weekend. Could we get one of the very busy support staff to drop by and help us out? Thanks in advance.

Lelak.7953:

Incident: 121113-000159

(Day 3)

Your Guild Wars 2 account has been terminated due to botting, extended unattended play, using macros, or similar behavior.

I was banned while gaming with friends in guild at the Tequatl event along with fellow guildie connad.4967 (who had his account restored yesterday). I use an Apple KB and mouse on my PC. So, I have no programmable buttons for macros.

I run my usual farming of orichalcum, ancient wood, omnomberries and lotus every day in between doing Shatterer, Jormag and Tequatl while helping my friends level and get gear via farming crafting or purchasing. Toss in karma farming for Temple/God karma armor and an exp dungeon for styles of armor. My credit card is also on file with the Trading Post. No bot-like behavior.

Being a single father of two I am frequently stepping away from my keyboard to help with homework, make meals, be a chauffeur and, generally, be dad. I also step away for the occasional smoke break outside. So, I do get disconnected from the game quite frequently. No bot like activity.

Working from home I am afforded, thankfully, the opportunity to play as much as I’d like. So, I am logged on more than the average player. But this is my entertainment so I don’t have to go out to a bar or club and waste money better spent on making my children happy. Again, this doesn’t violate the RoC nor the UA.

Please, restore my account so I can get back to playing with my old friends and, hopefully, invite new friends to play this weekend.

Thanks for your time Gaile,
Frank

Hmm. well, it’s now the 4th day since my false positive bot ban & original ticket creation. I received zero response, so I created a ticket on the NCSoft support website, which is apparently directly linked to GW2 support (didn’t think it’d make a second ticket on GW2 support site), and I finally got some action on my original ticket – it got marked as a duplicate ticket! Still no response to my issue though.

Original Ref# 121112-000075, Today’s Ref# 121115-003666

Please unban me, I’ve been waiting for days now with no response after having done nothing wrong ingame to warrant this ban. Thanks.

Hi Gaile,

My problem is now resolved and I have my account back.

Thanks to you and your team, thanks to Matt S. too

Ticket 121103-000852 is now resolved.

13 days of waiting but that was worth it.

Best regards,

Olivier

Hi,
One of my guild member receive unjustified ban, and she cannot log in to forum and post her helps, sorry if is not allow to help someone to post their issue.

I was caught in the same situation a month ago as well, but my account has been resolved already. This member plays with our guild for many years, so please helps her and review the issue.

“Hi, Gaile Gray
Since Oct 19, my account receives the ban. The system determines my account was involved with real money trade. I was trying to be calm and patient, but it seems not going on the right path.

For the latest notice:
“121027-000291 (and 7 other tickets) Fraudulent purchase. Will not be reinstated. Please do not submit further tickets or repost. “

I will not give up until I receive a satisfied response, because I did nothing wrong and purchase the game thought legal and official path. I had the proof of my CD Key is legal and qualify to play (which I brought the CD Key in Toronto, Canada in person), because I also invite few friends to play the game, I help all my friend to purchase their game at EB GAMES Store during the same day. And I still have the receipt to proof my full purchase. Therefore, I really wonder how my account can be labeled against such charges, and keep being rejecting for resolve? I not paid for this kind of unjustified band.

PS. To explain, the other four tickets are not related to this issue, and it has been closed and resolved for long time ago.

Please show me the evidences that the CD Key I purchase from EB GAME is not qualify to play, if there are not such of things, please do not ban an honest and loyal fans of Guild Wars2 for such unreasonable charges.

I wish to get more help in the forum, but my account is also ban by the forum cause the unjustified charges. It has been almost one month away from the game, I miss it so much, and so do my guild members. And I really don’t want my passion for Guild Wars 2 turns down by disappointment.”

Thank You

121112-000548

Going to throw my ticket in here too 121112-003213 it was put in on the 12 still not a peep from support. I have been playing this game since beta got quicker support on opening week when a hurricane passed through here I am in the same boat as the rest of us so called botters . Never botted a game in my life been playing with the same guild for almost 7 years now twilight avengers also play with a smaller guild on the same sever same deal there people I have know since everquest 2. I guess it looking out of the question to get us all back in before the big event tomorrow but we can hope. Please Gaile your our only hope . No answer from support on what’s going on with my account but my guild mates tell me they have seen me log on several times in the last 2 days so why haven’t they at least sent the first e-mail for more info. Thanks for looking out for us the best you can hope to hear something soon. Madera The Mad

121112-003213 ref #
what gives with this latest update I see its from the 14 and 15 mine was from the 12th I still haven’t heard anything can you check and see if it still being reviewed please i would at least like to know that much. Have heard that someone has been on my account the last few days so what’s up with that ? LOL guild mates told me my account was just logged into a few minutes ago maybe something is going on