Guild Wars 2

I’m really sorry this happened to you. Believe me, everyone on the CS Team is very sensitive to the damage that scammers do, and they’ll go out of their way to establish what took place so that the scammer is actioned, up to and including account termination. We can’t give back the items because in many cases they were shuttled off to another account or two, then sold, traded, or given to an innocent party. It seems easy — “Just take back my stuff!” — but the stuff is seldom on the account of the scammer and that person who bought an item on the TP not knowing it was stolen property should not become a second victim — that would not be fair at all.

The devs created the Trading Post to give you a safe and secure means of trading and selling items. I consider TP fees as “insurance that the other player will play fairly” so I don’t try to avoid them. I encourage you and every player to use the TP for all transactions.

I checked with the dev working on this fix yesterday, and he confirmed the below was accurate to the best of his knowledge.

With the March 4th build:

• everyone from this date forward will receive the proper rewards
• everyone who got or gets WC will sport the star in game
• everyone who accomplished World Complete prior to February 18th will receive his/her rewards and star (if not previously distributed) with the build

Customer Support will be:

• giving any missing Gifts of Exploration for those who accomplished World Complete between February 18 and March 5
• distributing without the need for a ticket, but if you have a ticket, that’s fine, too.

So please check those dates. If you achieved World Complete between February 18 and March 5, we will be sending you your rewards but please allow a day or two more to get that taken care of.

If you have issues other than those described, we invite you to submit a ticket so we can review those on an individual bases.

Thanks for your patience with this and remember, we’re here to help if you still need assistance!

Sethlans.7852:

Looked into this yet Gail?

As an agent told you in January, and as you quoted, "On January 15th at 07:49 UTC your account wallet contained exactly 208g 75s 43c. At 08:02 UTC on the same day you attempted to exchange 102g 38s 00c for 1350 gems. This exchange failed and the money was not deducted from your account. At 08:05 UTC your account wallet contained 208g 85s 09c.

Nothing in the game records indicates that the failed Currency Exchange transaction incorrectly debited gold from your wallet."

At this point you’ve decided to empty your account — without responding to the ticket or asking any questions — and that confuses me. I do see that you added notes in your survey, but unfortunately those notes are not seen by an agent and they do not prompt a review. (We say that in the survey and I’m sorry that you missed it.) The unfortunate thing is, if you wanted additional help, the team didn’t know it.

At this point, I will close the thread because the question is asked, answered, and further discussion seems rather moot.

This is not an issue that can be resolved through a forum post. Please update your ticket — simply respond to one of the most recent e-mails you received with the ticket number in the subject line — and an agent will assist you.

Please be aware that we will not provide a “blueprint for cheating” by telling players what they did that triggered a suspension or termination. Even if you are reinstated, our revealing, “Well, you did A, B, C, and D, and that looked like cheating” will go public, will then give cheaters examples of what we track to try to remove them from the game. As much as you want that information, we simply cannot give it to you — for the good of the game.

I know it’s frustrating if you truly are innocent, but we must keep the detection methods confidential. In addition, we must keep them quite close to the line between cheating and non-cheating, or a gazillion cheaters will plague our game. It’s frustrating to us, too, to know that occasionally — and these situations really are very uncommon — an innocent player is actioned. And we’re very sorry when that happens.

If you were suspended or terminated in error, Support will help you. And if you were entirely innocent of wrongdoing, we sincerely apologize for making an error. But do know this: Sometimes, we will give someone a second chance, and in that case it’s up to that player to figure out what s/he did and why that account was actioned to prevent future action on the account. And sometimes, those who post to say they didn’t do anything (and I am not pointing at anyone in this thread, but speaking generally) actually did do something, they simply didn’t expect to get caught. These players would love to have details so they can modify their illicit actions to not get caught in the future.

This is not an issue that can be resolved through a forum post. Please update your ticket — simply respond to one of the most recent e-mails you received with the ticket number in the subject line — and an agent will assist you. Thanks.

Here are some additional updates for you:

• In a situation where Player Fred gets WC on Monday and Player Mary gets WC on Tuesday, Fred may get his rewards before Mary, or the two players may get their rewards in the same day’s distribution. Since the distributions are based on achievement date it’s highly unlikely that Mary would get her rewards before Fred.
• Distributions are made daily for all who qualify, whether they have submitted a ticket or not.
• If you are asked in a ticket to wait 24 hours and if you then still do not have your gift, please update your ticket (respond to the latest e-mail in the thread) and provide the exact name of the character who earned World Complete. This will help us research any individual issues more quickly for you!

Thanks again for your patience while we get those tasty gifts out to everyone!

Yes, Figlilly is correct. This is a known issue, and we apologize that you are currently experiencing the situation. You will be “seeing stars” as soon as we can develop, test, and roll out the bug fix.

The info that our forum members gave you is correct. With regret, we cannot restore or “roll back” an account due to an in-home “hack.” There simply are too many risks in adopting that as a policy.

Remember that if you decide to come back to Guild Wars 2 in the future, your account will be waiting for you. Perhaps your brother will be kind and buy you a gem card or something to help you rebuild!

LuMiZoiD.4021:

Hi, I’m sorry if this is the wrong place to post this, but I really wanted to express to the support team my thanks on helping me on two issues since starting the game few days ago! I won’t share the details on the issues publicly, but I know one of them is on my end since I was ignorant how the game works. I should have read the “manual” before jumping straight into the game lol. The other issue is because of Hotmail’s end. Besides the two issues, everything is starting off well on shaping my in-game legend. Lol. Anyways, I just wanted to say thanks.

It’s so nice of you to post this. Thanks for the kind words, and I hope you have great fun and success in Tyria!

I agree. If you post in the Technical Support Forum, I believe you’ll get the help you need! Thanks for doing that.

Thanks for letting us know and I’m glad you found the e-mail in the thread.

Closing as requested.

It’s very considerate of you to ask about this rather than overusing the report button, so thanks!

In-game reports do not receive any sort of response. More importantly, I think, they do not create a ticket for a player. So in-game reports really are used only for certain in-game issues: bugs, chat violations, offensive names, that sort of thing. The reasons are listed in the pop-up that appears when you click “Report.” Reports are reviewed 24/7/365 and are acted upon quite promptly in cases of, for instance, chat violations or an offensive name. (Bug reports are handled differently.)

Other things — pretty much anything that requires an agent to review your account — must be submitted through a ticket and you will get a response to that ticket, first an automatic “We got your ticket” response and from then on, responses from a live human being. (Ever so much better than a dead human being, come to think of it. )

So please use in the in-game system for bugs and the other types of issues listed on the report interface, and submit a ticket (click “Support” above and then “Submit a request” on the linked page) for situations involving your account, billing questions, and that sort of thing.

Ophyrs.5984:

so is my card permanently blocked then?, that and my girlfriends? – just to clarify

and i’m not sure about buying physical copies gaile, due to a case of australianitis
https://ebgames.com.au/pc-140036-Guild-Wars-2-PC , the regular copy of the game is 20$ more than it is anywhere else, and other australian retailers match that price.

I’m sorry that I don’t know the answer about the card or cards. I think that the agent who is communicating with you via the ticket would be able to look into that for you. Sometimes the issue comes from the bank or credit card issuing company. Sometimes it comes from our billing provider. And often, if the customer calls the bank and say “Look, I had this problem and I want you to make sure that I can use your card to purchase from ArenaNet” the bank/CC company can make it so.

I want to hasten to add that I am not a member of the Purchase and Billing Team, and I’m not at all savvy about all the different elements of credit cards. I know that every entity involved has to take care because CC fraud is so high. I also have observed that sometimes, communicating directly with the CC provider can help. But again, the agents can (and will be happy to) tell you more. I do wish you luck — we’d love to welcome your girlfriend to our game!

Ophyrs.5984:

indeed gaile, my girlfriend was heartbroken that such a storm happened to her, and i convinced her to try one last time today, adamant about this game and it being worth a try, i even went to use my personal card, considering the email the support staff sent had said that the cards being marked as fraudulent/suspicious was invalid and had been fixed.

But it wasn’t

I am very sorry. These issues are so often completely outside our control but it’s encouraging that often we can make it work. I see the agent assured you that if you do decide to purchase, the account will be there waiting for your girlfriend. Also, a purchase through a local shop (if possible for you) would get this resolved with a simply update to your ticket asking to add the retail code. Again, I’m sorry for this and each time this happens, we do our best to try to right this for the customer!

Update: 27 February 2014

371061 – Resolved.
396319 – Please respond to the request (sent today) so that an agent can review the additional info required. Thanks.
381111 – Known issue, and we’re sorry for your inconvenience. It is on the list to be fixed as soon as possible.
398053 – Resolved. According to your update in your ticket, which was several hours before your post in this thread, you’ve decided not to purchase GW2. If you change your mind, simply update your ticket and our agents will help you purchase the game. We are sorry for the difficulties you experienced.

• Some tickets will require extra time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Please do not submit duplicate tickets for the same situation. Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line..

Update: 27 February 2014

371061 – Resolved.
396319 – Please respond to the request (sent today) so that an agent can review the additional info required. Thanks.
381111 – Known issue, and we’re sorry for your inconvenience. It is on the list to be fixed as soon as possible.
398053 – Resolved. According to your update in your ticket, which was several hours before your post in this thread, you’ve decided not to purchase GW2. If you change your mind, simply update your ticket and our agents will help you purchase the game. We are sorry for the difficulties you experienced.

I believe that the warning is in place in lieu of a “buy back” or “do-over” button. I am sorry that you made that error and of course you’re welcome to submit a ticket if you’d like to ask an agent about this case. My instinct — unofficial comment here — is that this is not something CS could remedy, but you are welcome to inquire in a ticket.

The agent has responded to you, and we are not able to replace the item for you. As far as I can tell, your account was not accessed by an unknown third party (if it were, you would have lost far more!) and we’re just not able to offer replacements in the situation you experienced.

I take on board that the response you received may have raised your expectations. I will discuss modifying our phrasing to reduce that chance in the future. Thanks for sharing your thoughts.

Gryphon — We will address your friend’s ticket in the order in which it was received. If he was not involved in a breach of the UA or the RoC, we will hasten to reinstate the account, be sure of that.

With all due respect, I cannot agree with your concept that we should take action on a cheater — and ShiningSquirrel pointed out, one of the most damaging types — on a ramping scale. While each case is reviewed and may be handled somewhat differently, establishing a formalized “ramping scale” could be (indeed, would be) perceived as “You get XX cheats for free.” Better to have a clear and easily-understood policy about infractions, I believe.

Please understand: We do not take action on an account to show “we’re in control” or “we have the power.” We take action on accounts that need to be suspended or terminated for the good of the game and our community of gamers.

DeceiverX — Investigations actually can take a great deal of time, just so you know. Agents have spent hours, even half a day or more, investigating an appeal that only confirmed that the account was rightfully terminated and not eligible for reinstatement. I’m glad you agree that the ToS should be taken seriously. Indeed it should!

If this account was hacked, I’m sure we’ll hear from the account owner. Contacting us because you believe someone else has been hacked isn’t really a prudent use of agent’s time because we would only be able to help the owner directly.

I appreciate your concern; I think it’s very nice of you to want to help but I don’t think submitting a ticket of this nature would be effective.

Thanks for understanding.

kitsuneshoujo.5734:

Understandable, but in another thread someone had made a thread about why the name Gray was blocked, and she got it unblocked or poked some GM or something to do it…

It doesn’t matter now though, I used the name Owlchaser instead which I like quite well. >.>

Actually, I like that name better, too!

Every now and then a name is quite mysteriously blocked and we honestly cannot tell why. Sometimes, later, it becomes available but we don’t have a way right now to force the availability of a name.

Thanks a lot for your understanding!

Please simply have your friends contact Support to discuss their individual account questions. Please note, however, that accounts that are detected to be involved in botting or RMT activity will be closed and that continuing appeals or forum posts will not be of any use whatsoever. I do not make a judgment about the activity of your friends, naturally, and again ask that they contact Support about their own accounts.

It’s very nice of you to have purchased the item again, SteampunkRuin. Please do feel free to contact Support if you have questions in the future, and we’ll do our best to help you!

I have reported that the survey is failing for some players, and I definitely believe that is being worked on. Can you tell me if you got a “greyed out” submit button, no button at all, or… what exactly took place?

Secondly, yes we are backed up and we apologize for the delays in responding. There are a few major issues causing delays, and again, we are sorry for those and working as hard as we can to catch up.

Thirdly, a general response is not necessarily a bad thing. For instance, tonight, hundreds of people were updated on their issue with World Complete. Trying to write 100+ individual, differently worded responses would be a waste of time, when we can write one detailed, exact, and complete response and send it to everyone. (We generally do tell players that they are receiving a broadcast message.) Individual issues after the general response are then handled on a case-by-case basis, but I stand behind the idea of sending one solid, carefully-crafted response rather than having a dozen agents write responses that may be incomplete or sufficiently different to cause confusion amongst our players.

Each player’s issue is dealt with individually. Sometimes, the same well-crafted response works for multiple players. It reduces our response turn-around time, and ensures that everyone gets a full and complete answer.

If you could kindly post your ticket number, we can look into why the survey did not work for you. You are free to update your ticket to share your input, if you desire. I don’t believe the forum is an appropriate medium for such commentary because we need to see your ticket and your issue — to give you the personal response that you deserve and that we want to give you.

Yes, please. Do have your friend submit a ticket by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist him

For tips on what information to provide in a ticket — mostly intended for security reasons to establish that he owns the account — please ask him to read this post and provide as many suggested details as possible to expedite the ticket.

SandraSolace.7682:

Grin, this was (and now confirmed) one of the topics I didn’t feel scared of bumping!

But why is this not a sticky, I checked the German (I can read it but my German spelling is horrible) forum and they have a similar topic as a sticky.

And the same would go for the other 3 topics of course.

It’s a fair question. I’m concerned that forum members who have their settings to display, say, just 25 posts will see a “Wall o’ Stickies” and have to dig down too deep to see the daily member posts.

Too, based on the number of people who don’t seem to read vital threads like the “A Note about Phishing E-mails” sticky but instead post separate threads about a phishing attempt that’s month’s old, I have a feeling people’s eyes gloss over at the stickies and they move immediately to the non-sticky section.

I’ll give it some thought, for sure!

Update: 26 February 2014

362553 – Resolved.
363549 – Resolved.
364871 – Resolved.
380239 – Resolved.
383938 – Resolved.
375362 – Resolved.
372617 – Still under review, with apologies for the delay.
380863 – Still under review, with apologies for the delay.
379344 – Answered 20 February. Duplicate of 311950. We cannot support accounts that are in any way transferred to another person.
379701 – Answered Monday.
387449 – Answered today. Please try another name; we do not know why the name is unavailable, but we cannot enable it for you. Sorry!
369928 – Under review. Duplicate ticket 386569.
391584 – Under review. Duplicate of 390239 and 390069. Please ask him to not submit any additional tickets on this matter

• Some tickets will require extra time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Please do not submit duplicate tickets for the same situation. Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line..

Update: 26 February 2014

362553 – Resolved.
363549 – Resolved.
364871 – Resolved.
380239 – Resolved.
383938 – Resolved.
375362 – Resolved.
372617 – Still under review, with apologies for the delay.
380863 – Still under review, with apologies for the delay.
379344 – Answered 20 February. Duplicate of 311950. We cannot support accounts that are in any way transferred to another person.
379701 – Answered Monday.
387449 – Answered today. Please try another name; we do not know why the name is unavailable, but we cannot enable it for you. Sorry!
369928 – Under review. Duplicate ticket 386569.
391584 – Under review. Duplicate of 390239 and 390069. Please ask him to not submit any additional tickets on this matter

I wonder if what I posted in another thread will help you. Here’s a link!

https://forum-en.gw2archive.eu/forum/support/account/I-am-EU-player-but-I-propably-have-US-key/first#post3693399

I’m glad your ticket went through, and yes, CS will get back to you as soon as possible.

One of our moderators removed the link immediately above, which is great.

Just a reminder to everyone: Please do not include links if you post an e-mail you received. Deleting the links keeps players safe, so thanks for doing that.

Chasind.3128:

I can say I’m guilty of submitting a second ticket but not because I wasn’t getting help fast enough, it’s because I didn’t include specific things as to what happened for me to submit X ticket & the second ticket actually got a response VS the first – But I’m not encouraging anything at all because I know the hassle it can be for you guys

But I’m bumping!

Thanks for the bump. We generally ask “NO bumping” but there are four threads in this particular forum that we like to keep front and center.

As to the situation you describe, thanks for a chance to spread the word about updating a ticket:

If you ever have more info to add to a ticket, don’t create a new one! Respond to the e-mail you received from support, with the 6-digit ticket number in the subject line, to include new info, amend what you previously wrote, or even say “Hey, I’m good now, you can close the ticket.”

Thanks!

Yep. If you have a NA version of the game, then you’ll need to make subsequent purchases, such as gems or upgrades, with the currency supported through the interface that is presented to you when you enter the Gem Store.

For example, someone in the US who acquired a UK version would see Pounds Sterling in the purchase interface, rather than US Dollars. It’s not difficult to make that purchase, you just do it in the “native” currency that is offered through the interface, just as you would through any other store in another country.

And just for clarity, Customer Support cannot change the version of the game but as I explained, I don’t see it as being a huge hindrance for you.

I’m so sorry that someone was so cruel to you!

The team will review the situation carefully. Do be aware, as others have said and as I just wrote in another thread, if there was any sharing of the account, it will be reflected on the account history and will probably render you ineligible for a refund. Again, I’m very sorry for the losses you sustained.

Icko — to be honest, account issues like the one you’ve written about can take more than three days. You can update your ticket by simply responding to the most recent e-mail with the 6-digit incident number in the subject line.

To confirm general policy: If an account is compromised (“hacked”) by an unknown third party, it’s entirely possible that we can restore (roll back) the account, once the account has been secured, upon request of the owner, and with careful verification of the account history and the compromise incident.

Naturally, there are exceptions. Those involved in account sharing are not restored. Accounts that are transferred — resold, traded, given away — are not eligible. Accounts that are involved in multiple compromise incidents are ineligible for additional restorations for a number of reasons.

Restorations are not used to replace individual items or characters, but are only offered for full-account rollbacks under specific circumstances.

I hope this info is helpful.

I am glad these nice people set your mind at rest.

Mers Maars.4510:

Hi guys, OP here. My issue finally got resolved! I had to purchase the game all over again but now I can finally play. My issue seems to have been caused by the payment processor due to possible unauthorized credit card activity. I’m hoping this doesn’t happen again and hope to see you all in-game!

I’m so glad this all worked out. Of course, you didn’t pay twice for the game, because of the first refund. But I am sorry for any inconvenience this caused you, and we’re delighted to welcome you to Tyria! Have fun out there!

iSammyJ.2037:

My main, Sammijay, crashes the game whenever i try to log in.

Attempts to load in at labyrinthine cliffs, then swaps to geddaran fields, then back to labyrinthine cliffs, then the game crashes.

i have sent in a support ticket, but i was wondering how long would that take? or if i could get it fixed sooner? (hear stories of tickets taking weeks)

coming back to the game and would like to get straight into it

Sorry to be a bother.

I am glad you submitted a ticket. I want the team to be able to look at your account, so that’s the way to do it. Responses can take time, especially in unusual cases, and these situations where just one character is inaccessible are pretty rare! You’ll get a response just as soon as someone can get back to you.

As the agent explained yesterday, this matter is under review and you will get a response as soon as possible. I understand and sympathize with your agitation, but we’ll get this sorted out!

The serial code is very rarely required to obtain help. It may come into play if two people claim an account and both have identical information. At that point, the serial code could be critical. But for 99.9% of all support issues, you can leave that field blank, provide the other information you’re able to provide, and the team will be able to help you.

Please submit any questions you may have about your individual accounts to Support. You can do that by clicking “Support” at the top of this page, then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to answer your questions.

Omaris Mortuus Est.2738:

Oh nice one! We just moved server again, I have 3 full guild banks on that character!

So I’ve had to buy a second account, research 3 more guild banks on that one, and now I am stuck with a character who’s bags are full and I cant even send the items back or place them in my guild banks on that character!

Seriously Anet! I was leveling a new character on this new account as well! now I cant do kitten all on this account for another 27 days! Nice way to stop legitimate players playing!

Please consider the reasoning behind the restrictions: RMTs are a plague in any game. Having no restrictions means they make accounts and deliver gold immediately. This has a significant impact on all of us players, in that we’re subjected to more RMT advertising, more invasive e-mails offering to sell us gold, and we feel an impact on the game economy from the quick-and-easy means of gold distribution.

While we never want to inconvenience a genuine player, and are sorry if this has an impact that you do not desire, the counterbalance is that it has a positive for the game as a whole, and therefore for every player within the game.

I hope this explanation makes you better understand (and hopefully agree with) the new-account trade limits.

Saiparadox.9726:

Posting for a friend:

Last night at 7:35PM EST, I received an e-mail saying that I received a refund for the game. I did not submit for a refund at all so I’m not sure how this happened.

I have created a support ticket (#386845) but since it is the weekend, I doubt I will be getting a reply any time soon and would like to resolve this issue ASAP. I know it has not been 3 days since the support ticket has been created but I see that the charge for the game has gone through completely.

This doesn’t make any sense. If I was issued a refund, why has the charge gone through today (it was still pending yesterday). Also, I’ve read that if a refund is issued (which it has been. Supposedly at least) that my account will be deleted. This is an issue because my account is linked to my Guild Wars account.

I agree, that does seem odd!

Thanks for providing the ticket number — I’ll investigate!

Beatsbury.1827:

I’ve got a letter today from “ArenaNet” with following text

“Guild Wars 2 Account Will Be Shut Down Inform

We are sorry to inform you that your login account [redacted] will be shut down or partially limited within 72 hours due to currency transactions or abnormal login. If you want to remove restrictions, please click the following link to validate:
https://******** ****** */login?##
Please keep in mind that Guild Wars 2 is a global game with hundreds of thousands of players. This means that standards of behavior must be upheld. For your convenience, you can obtain more information about our rules at the address listed below.

/*/

Guild Wars 2 Account Support Team"

That “validation link” leads to site quite similar in appearance to GW2 site but with strange address on .tk domain. It asks you to enter your serial key, character name and e-mail to complete the “validation”.
Just wanted to warn ya. Cheers.

P.S: I strongly suggest you to not follow the link above!

I get this one all the time. On my work account. I makes me laugh out loud, oh yes it does.

But please, folks, delete this and keep up on the “A Note About Phishing” thread for samples of these things.

Thanks!

As stated above, we built in a period of time where the name is “reserved” for your account. Please create a new character within 24 hours, and don’t wait to the last minute. (You could consider a “placeholder” character for the name, if you desire.)

Thanks to those of you who are attempting the troubleshooting suggestions posted earlier in this thread and a special thanks to those of you who are mentioning that you’ve tried the steps right in your tickets. Our agents knowing that you tried the steps — and of course whether they worked or not — helps a bunch!

As you know, there is a game issue that is affecting a number of the folks posting in this thread and the team definitely is working on that. We don’t want to burden you by suggesting troubleshooting unless you want to try them. But I know from previous issues that sometimes, other things arise at the same time as a bug or game glitch. This means that a few of you will be helped by using the troubleshooting steps, so feel free to give ‘em a try if you wish. As the saying goes, "Can’t hurt, may help!"

If you find you are able to get your rewards, we’d greatly appreciate your updating your ticket to let us know.

Thank you so much for your patience and we’ll be back with more info later!

I strongly believe you have been phished. Please see this thread: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

Update: 25 February 2014

345799 – Resolved
352417 – Resolved
352417 – Resolved – thanks for your kind post!
360490 – Resolved
364408 – Resolved
375006 – Resolved
378007 – Resolved
382623 – Resolved
382896 – Resolved
383599 – Resolved
385976 – Resolved
380239 – Resolved. Duplicate of 379983. Please do not submit duplicate tickets.
382177 – Known issue, and we’re sorry for your inconvenience. It is on the list to be fixed as soon as possible.
368964 – Answered Friday.
390251 – Answered today
379701 – Answered yesterday.
362553 – Under review. These investigations are somewhat backed up and will take a few more days.
363549 – Under review. Please do not make duplicate tickets This will be responded to as soon as possible, but duplicates do create delays.
364871 – Under review. These investigations are somewhat backed up and will take a few more days.
372617 – Under review. These investigations are somewhat backed up and will take a few more days.
375362 – Under review. Please no not submit duplicate tickets. These investigations are somewhat backed up and will take a few more days.
380863 – Under another review
383938 – Under review
384671 – Final Answer: The account will remain closed. Do not access other player’s account to submit appeals as you put their account in jeopardy of termination as well.

• Account access issues, such a reviews of terminations and hacks, are taking 5+ days for review. We are working to reduce that response time, but ask for your patience in the meantime.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

Please do not make duplicate tickets for the same situation. Please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.

Update: 21 February 2014

373146 – Resolved
376803 – This is a known issue. Please check the post in the Bugs Forum for info. Each case will be reviewed.
164768 – Agent responded 12/16. If that did not help, or if you need that response sent again, please create a follow-up by responding to any e-mail about this ticket.
364986 – Final answer: This account was used for disallowed activity and will not be reinstated.
309654 – Final answer: This account was used for disallowed activity and will not be reinstated.
356069 – Final answer: This account was used for disallowed activity and will not be reinstated.
352966 – Under review
361874 – Under review
371061 – Under review
356069 – Under review

Update: 25 February 2014

345799 – Resolved
352417 – Resolved
352417 – Resolved – thanks for your kind post!
360490 – Resolved
364408 – Resolved
375006 – Resolved
378007 – Resolved
382623 – Resolved
382896 – Resolved
383599 – Resolved
385976 – Resolved
380239 – Resolved. Duplicate of 379983. Please do not submit duplicate tickets.
382177 – Known issue, and we’re sorry for your inconvenience. It is on the list to be fixed as soon as possible.
368964 – Answered Friday.
390251 – Answered today
379701 – Answered yesterday.
362553 – Under review. These investigations are somewhat backed up and will take a few more days.
363549 – Under review. Please do not make duplicate tickets This will be responded to as soon as possible, but duplicates do create delays.
364871 – Under review. These investigations are somewhat backed up and will take a few more days.
372617 – Under review. These investigations are somewhat backed up and will take a few more days.
375362 – Under review. Please no not submit duplicate tickets. These investigations are somewhat backed up and will take a few more days.
380863 – Under another review
383938 – Under review
384671 – Final Answer: The account will remain closed. Do not access other player’s account to submit appeals as you put their account in jeopardy of termination as well.