There are some very valid comments here, and addressing concerns with facts may be the best way to do this. We always try to be the most open and honest with our community, so here it goes.
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You didn’t say anything about false positives.
ANet has killed accounts over false positives. I know, because it happened to my eldest daughter. Sure, ANet undid their action on her account, but it was, if nothing else, excessively annoying to be accused and banned completely falsely.
I commonly send my wife’s account hundreds of gold, which I either earn or buy with gems. Are those transactions going to be flagged by historically inaccurate algorithms?
I’d be more comfortable with direct, honest answers to those concerns.
There is no system in the world that completely avoids false positives. (Turns out to be a mathematical certainty.) Drug tests, polygraphs, chemical assays, and RMT tests — they all result in some amount of false positives. There’s a balance among time/effort, number of false positives, # of false negatives, ease of use, and implementation difficulty. ANet, like any other service provider, has to weight the pros/cons of each element of their system and for a business, that’s always going to mean erring on the side of catching as many as possible, while suffering a few falsely accused.
So all that’s left for them is making the inconvenience to those accused as small and short-lasting as possible.
I feel bad that your family was affected, but I’m not sure what else ANet could do to avoid it, outside of letting RMTs/botters/etc run rampant.
Balance. Tricky, but a worthy goal. ANet can control RMT without resorting to baseless “accidental” banning of players.
In the United States, we have this thing called “due process”. It’s not perfect, but it’s a heck of a lot better than ANet’s autocratic rule. Now, I’m well aware that a game isn’t bound by any external national rights, and I can live with that, and even support ANet’s attitude on subjects like free speech.
I don’t support traumatizing little girl fans with false accusations. It’s bad for business, and that should concern ANet.
The daughter is now in her mid-twenties and an educated, successful pro artist. Her experience with ANet may be water under the bridge, but neither of us want to see a little girl get banned over over-zealous enforcement of rules about fake money. Gold buyers have zero affect on my enjoyment of the game; banning my daughter falsely did.
My attitude is less about past wrongs and more about preventing them in the future.
And how many stories of people released after being wrongly convicted have you heard of? I have heard of a fair number so even in the American justice system, there are false positives.
Now could they look at the algorithm to make sure that that number is as low as it can be and not let too many false negatives happen? Yes. But they can’t reduce it to zero.
I don’t expect zero false positives. In fact, I said the exact opposite.
I do expect them to minimize the chance of mistakes.
In the past, their automated bans have been sloppy. The inevitability of mistakes is not an excuse for being lazy in making them.