Guild Wars 2

Reference Number: 121110-003034

3+ Days, still not even a single response to the ticket. It’s like there is 0 acknowledgment from Arena Net on this automatic anti-botting ban problem.

Question: Why does your system still continue to ban people if there are SO many customers having trouble?

Daelowana.7319:

I’ve practically given up at getting my account restored.. I’m now just waiting for the upcoming apology.

Really sad that this is the case.

Reference Number: 121110-003034

It’s been 3 days… I still haven’t heard anything and this is becoming ridiculous. I’ve spent $150.00 on the collector’s edition, $85.00 on gems and my account is banned for doing something I never did with zero response from Arena Net. That’s over $200 on a game that I can no longer play because of an over-zealous employee or anti-bot system. This is unprofessional and would never be accepted in any other IT industry.

It has reached the point where I won’t be spending another penny on your game as this shows a complete lack of concern for your customer base. I’ve gotten better support from Korean Pay-2-Win games….

Gaile Gray.6028:

Please, if someone says they see you online, change your password immediately. Consider doing a full system check to remove any trojans or keyloggers, too. That’s just a scary thing, and changing the password is free and easy and gives you an extra level of security!

Gaile, I think the problem is that we were banned for “botting”, but our characters are stuck in the area that they were banned in.

For example, my character was finishing the Eye of Zaiten Story Quest and she is still in that same instance, 2 days later.

grandmooch.8653:

Tin foil hat idea: maybe they just nuke an area with bans knowing legitimate players will most likely launch tickets and work on retrieving their accounts whereas the bot operators just see it as cost/risk of doing business and move on without fighting the ban?

Still, how can they justify removing access to something you paid for. There are a hundred different ways to handle the bot problem. No other game seems to have to take these drastic measures.

Why on Earth would ArenaNet? I’m sure they have talented people working for them… this shouldn’t be this big of an issue.

Dark Revan.7634:

Gaile Gray.6028:

Dark Revan.7634:

Gaile Gray.6028:

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Dark Revan.7634:

Dfogs.2549:

Rengaru.4730:

Wow, so I got hit by the banhammer as well…
For botting apparently…
I just hope I’ll get my account back before the 15th…

If I don’t have my account back before the 15th, I’ll scream.

If I don’t get my account by the 15th I’m out. No joke, if I am not back in the game like I should be, since I have done nothing wrong, then its time to look for something else. I would be too pissed that I lost out on the Lost Shore update to continue.

Right there with you. I can honestly say I haven’t had any issues with this game or ANet since purchasing it in September, but I’m starting to feel a bit jaded. Let’s be honest, they are clearly not working as hard on this issue as they should be, or this thread wouldn’t be full of angry and disappointed customers having the same problems over the course of several days.

Not working hard enough on the issue? I’m pretty sure they don’t even view it as such unfortunately. More people got banned today and It will continue to happen until they own up to their mistakes and decide to actually fix this mess.

Yikes. Yeah, I was starting to get really disheartened as to the lack of any sort of official response on the matter, but I wasn’t aware that they aren’t considering it a real issue. Good to know that ANet has become another company that forgets their customers exist once money changes hands.

We assuredly are considering this a important issue, and I’ve been posting on this thread for two days, so there definitely have been official responses.

Our issue here is the fact that it was said there was so few false positives and that a lot of us were botters. For someone that has never done and will never do such things and then seeing so many decent people here begging for their accounts back seems to make me think otherwise.

This is a rumour that you need to stop circulating. Yes, you and everyone else who has said it!

No one has said “A lot of you are botters.” We have said “Some of the people posting here are botters.” And that is 100% true!

Please don’t twist a gentle “Keep in mind that not all of these appeals are legitimate” into a “All of you are bad people” because no one is saying that!

I apologise if what I said was twisting words, I am as you can probably see frustrated that I have had to wait almost 3 days for a “bot” response and I am still not able to play, not because I did something wrong but because someone somewhere screwed up and banned me. So you can see that when you say thing like “some people who are posting here are botters” could offend me, if a-net has banned me for “botting” it is because they consider me to be one or I would’nt have been banned in the first place.

For God’s sake ANet — Your error message says I am banned for BOTTING. How can you even say that Gaile? I understand you are trying to help us and it isn’t your fault that all of this is happening but we aren’t pissed off about what happened.

We are pissed off about the lack of communication from Arena Net.

We need to know what is happening.

We need to know that you guys are aware that this is an issue.

I have no doubt that certain people were indeed botting, but when you have thousands of replies on your topics, it is too much of an outcry to simply say they are just botters that are whining.

I am sure every single person on the forums right now thanks you for a job well done. You are the only person communicating with Arena Net’s customer base and that is the problem. Someone needs to make an official statement saying that somewhere, something or someone screwed up.

That’s all we are asking for, and for you guys to get us fixed in time for the content patch… though some free gems for the lack of playtime wouldn’t hurt

Kumu Honua.2751:

Natsu Dragneel.1625:

automated bot banner ^^

No such thing.

Do you understand that by stating that this system doesn’t exist it leaves only one option: incompetence from an employee.

What is worse? Having a “glitch” in a program or having an incompetent employee who is banning people left and right?

And I can assure you that there IS some part of the system that is automated. Whether it is tallying up reports, logging user data, coordinate locations, etc, it must be automated. If not, you would be seeing bots banned in quantities of dozens rather than thousands.

Rubber banding is similar to lag. In other words, did you notice your character moving somewhere and then swapping places back to where it originally was a few moments before?

I am still waiting on my ticket to be responded to… I wanted to know if anyone who was banned on Saturday has received a response yet and if Arena Net owning up to any of this disaster?

It is impossible that you have a non-automated system (ie, a manual system) that is banning thousands of legit players. No matter what you say there is no way you have an employee who is sitting there and literally reviewing people’s accounts for botting / cheating/ etc and banning them anyways when all evidence points to no.

This leaves two options:

1) You DO have an automated system.
2) You have an employee or employees who is/are banning people for no reason.

Either way, you are in a terrible position. I can’t imagine any customer service or IT department getting away with this in ANY other business setting.

What are we supposed to do? Just accept that you terminated our account access without any reason and ‘deal with it’? How is that fair?

I am interested in this: Were you in a group during the dynamic event / world event? I was in one for Balthazar’s Temple in Orr and I received a ban about 10 minutes later… Could it be that we are getting grouped into bot groups?

PhotonVoid.6470:

Noly.6548:

XxAudioxX.2519:

Noly.6548:

Hallelujah my access has been restored! My faith has been somewhat restored in AN.

Took them close to 50 hours to do so (banned on 11/10 for botting on Sanctum of Rall). I think what helped was that I posted on the 3days and older ticket thread and provided all of my account/serial number/etc information upfront in my initial ticket. I haven’t put in any subsequent tickets.

For the people still waiting, looks like they have people working away at it.

The unfortunate part of this incident is that they didn’t give me a reason for why I was banned. The email I received was a generic, change your password your account may have been compromised. Funny thing is, there is no way that was possible. I was using the authenticator (before it was bugged) and have a very strong password that is different than the one I use for my e-mail.

As much as I’d like to ask for further clarification, I don’t want to get re-banned ;(

I was also banned 11/10 on SoR. Seems SoR is having a lot of banning going on in certain areas. I was in harathi hinterlands doing a jumping puzzle when it happened. 1:30pm PST. XD

I was in Harathi doing the group chain at the same time.. I put in my ticket right after the ban at 1:30 PST.. When I started checking this thread, I noticed there were a bunch of people in similar circumstances. There seems to be a little to much commonality for this just to be a coincidence.

Were you doing Harathi chain in Kessex on Stormbluff Isle ?

Same thing is happening to my account… I was banned on Saturday at 4:00pm~ and my friend logged in yesterday and noticed my account was logged in, in the same exact area that I received the “black screen of death”.

Also, did you experience rubber banding / teleporting before you were banned?