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Falsely Accused And Banned

ban arena net gold selling

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#1 Perm Shadow Form

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Posted 09 November 2013 - 09:11 AM

Hey everyone.

Yesterday, as usually I was playing GW2, nothing special, FOTM level 38, WvW and AC P1/P2.
Later on that day, when I tried logging back in GW2 I received a message upon the log in screen saying -

"Has been terminated for engaging in or assisting with gold or item sales for real world money."

Rightfully I have to ask - why and how did this happen? Arena Net claims that their ban system is not automated, however, if this is true, this rises the question - what kind of people are working for them in their report department? On what basis do they judge whether person should or shouldn't get banned? Do they simply look at some random troll report and without looking at any evidence simply ban you?
And even if this was "a mistake" (I've worked for customer support before) they must be really incompetent not double and triple checking everything.

"My finger slipped and I banned someone." is a bs excuse.

This is really frustrating, not to mention my friend was banned for the same reason few months ago too.

#2 shanaeri rynale

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Posted 09 November 2013 - 09:23 AM

I'm sorry to say there's not much Guru can do to fight your case. What I would suggest is that you go to Gaile Gray, Anet's support liaison with your case. She's usually pretty fair and helpful in these matters.

#3 Perm Shadow Form

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Posted 09 November 2013 - 09:28 AM

Yes, I already filled the customer support form, and apparently I lost access to forums too.
It's quite said indeed, I understand that GW2Guru can't do anything about it, but I'm just wondering how could this happen and who's responsible for this.

#4 shanaeri rynale

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Posted 09 November 2013 - 09:54 AM

The only advice I can give is, be polite, be firm and don't give up. Having worked in customer support I'm sure you know that mistakes can and do happen so adopting a non accusatory tone and working with the guy on your ticket can work wonders.

#5 Perm Shadow Form

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Posted 09 November 2013 - 09:59 AM

Yeah, I'm sure my Boss at bank would not be quite as calm if I accidentally gave someone 10 000$ instead of 10$ without noticing it.

#6 Senatic

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Posted 09 November 2013 - 10:35 AM

The most likely explanation is that your account was accessed by an outside source who used it to spam gold selling messages or even transferring gold between sources. If this is the case they should be able to ascertain who was logged into the account during the incident that got you banned and hopefully you'll get your account back. But as shanaeri rynale said, there's not much anyone here can do for you other then wish you good luck.

Edited by Senatic, 09 November 2013 - 10:37 AM.


#7 Perm Shadow Form

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Posted 09 November 2013 - 10:39 AM

In that case I would have received e-mail notification that someone is trying to access my account with different IP.
And no outside IP has accessed my email.

Edited by Perm Shadow Form, 09 November 2013 - 10:45 AM.


#8 davadude

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Posted 09 November 2013 - 10:50 AM

View PostPerm Shadow Form, on 09 November 2013 - 10:39 AM, said:

In that case I would have received e-mail notification that someone is trying to access my account with different IP.
And no outside IP has accessed my email.

Have you checked in the "account" section of GW2.com?  Any attempted log-ins, at all?
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#9 Perm Shadow Form

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Posted 09 November 2013 - 11:06 AM

No, however, a week or two ago, when I was logging in GW2 there was a request to confirm the IP - the request was rather suspicious at first because it listed the wrong country (GB) but when I used IP Look up, it showed that the IP is from my country.

#10 typographie

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Posted 09 November 2013 - 11:37 AM

View PostPerm Shadow Form, on 09 November 2013 - 11:06 AM, said:

No, however, a week or two ago, when I was logging in GW2 there was a request to confirm the IP - the request was rather suspicious at first because it listed the wrong country (GB) but when I used IP Look up, it showed that the IP is from my country.

..but was it an IP of a machine that belonged to you? It still sounds rather suspicious.

I understand you're frustrated but I don't really believe they'd ban you without certain flags appearing on your account or "because their finger slipped." You appeared on their radar somehow, and your account being compromised is one fairly likely cause. Make sure you mention the strange IP in your account history in your support ticket.

Edited by typographie, 09 November 2013 - 11:38 AM.


#11 Cube

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Posted 09 November 2013 - 11:41 AM

Look, nobody here actually know if you bought/sold gold or where transferring gold etc. Where you perhaps very rich? Have you ever sent large amount of golds to say, for example a friend who needed some help? That can be anything above 50g.

I've sent my legendary back and forth two accounts and I've never been banned so... Obviously whatever you did you where caught in the wrong moment and they somehow assumed you where perhaps a gold seller.

#12 Perm Shadow Form

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Posted 09 November 2013 - 11:59 AM

Yes. The IP belonged to my PC.
And i've been spending relatively large amount of money to get T6 mats and rare items for precursor.

#13 Cube

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Posted 09 November 2013 - 12:16 PM

Depending on how you made that money perhaps that has something to do with it. I'm assuming somewhere it got flagged for high amounts of gold or something like that. Either way, your account should be reopened as long as you didn't do anything wrong. So for now the only thing you can do is wait. :/

#14 Perm Shadow Form

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Posted 09 November 2013 - 12:39 PM

Can joking in map chat lead to ban?
Like saying "WTB Precursor 1G".?

#15 BreadBuddy

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Posted 09 November 2013 - 12:42 PM

View PostPerm Shadow Form, on 09 November 2013 - 12:39 PM, said:

Can joking in map chat lead to ban?
Like saying "WTB Precursor 1G".?
I don't think WTB Precursor 1G can but from personal experience, yep it can.

I hope you get this straightened out soon.

Edited by BreadBuddy, 09 November 2013 - 12:43 PM.


#16 Senatic

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Posted 09 November 2013 - 03:56 PM

View PostPerm Shadow Form, on 09 November 2013 - 10:39 AM, said:

In that case I would have received e-mail notification that someone is trying to access my account with different IP.
And no outside IP has accessed my email.

Any service that uses IP address authentication can be tricked using basic IP spoofing. The system ArenaNet uses for preventing log ins from different IP's is hardly something that will stop a real hacker, rather it will keep people from logging into your account simply by having access to your login information.

No, joking in map chat about buying in game items for in game gold can not get you banned. That is not what gold selling means anyway.

Edited by Senatic, 09 November 2013 - 04:03 PM.


#17 Perm Shadow Form

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Posted 09 November 2013 - 04:05 PM

I don't think anyone has hacked my user email and password, it literally has never happened to me, I always try to use 10+ character and symbol passwords.
But for moment lets assume some random hacker managed to get my data and used it for malicious gold selling - how do I prove that it wasn't me? I mean, if they can fake my IP.

Edited by Perm Shadow Form, 09 November 2013 - 04:05 PM.


#18 Kitanul

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Posted 09 November 2013 - 04:13 PM

Same thing happenned to me, but on a different game. I just sent them an email explaining that i wasnt a gold seller and i was probably just advertising for guild recruitement. They looked it up and i was unbanned in 3 day.

#19 Senatic

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Posted 09 November 2013 - 04:20 PM

Well, I'm in no way an expert but as far as my understanding goes(if this was indeed what happened, there could be many reasons for why you were banned, not the least of which some asshole wanted to troll you and had all his friends report you for gold selling);

If your ip was spoofed, or hijacked, or you got some male ware that accessed the game from your system/network or what ever - it is up to ArenaNet to ascertain the authenticity of the session in question. I'm sure they have people on board who are able to do this. And if they can't, well I don't really know that you yourself can do much beyond cooperate with them and ensure them that you are not a gold seller.

#20 davadude

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Posted 09 November 2013 - 04:29 PM

View PostPerm Shadow Form, on 09 November 2013 - 11:06 AM, said:

No, however, a week or two ago, when I was logging in GW2 there was a request to confirm the IP - the request was rather suspicious at first because it listed the wrong country (GB) but when I used IP Look up, it showed that the IP is from my country.

Alright, appeal the ban and get Mrs. Gray on your ticket.  She'll unban your account, and before playing each time, check the IP log.
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#21 Perm Shadow Form

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Posted 09 November 2013 - 04:45 PM

Thank you, should soon be 24 hours since I filled the report, hopefully I get reply soon.
Will paste it here since I'm really curious to how this error was made. Arena Net claims its not automated, but I seriously doubt that.

#22 AKGeo

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Posted 09 November 2013 - 06:56 PM

What makes me laugh all the time are the people who claim that their accounts were "hacked" and stolen, or banned for gold buying/selling, but claim to have done nothing wrong. I've been VERY vocal in map chat, have logged over 3k hours in the game since release, and have stepped on quite a few toes in those hours, and I've never been banned, hacked, or anything. The closest I've come to anything is the recent rash of gold seller whispers to my account, likely caused by my one and only post on the official forums.

Stop buying/selling gold. If you were banned for it, there's probably a reason why, and I doubt it was "oops my finger slipped".

#23 Perm Shadow Form

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Posted 09 November 2013 - 07:18 PM

You're entitled to think whatever you want, but I know that these accusations are wrong, I can provide Arena Net will full bank account history or contact my Internet Provider to confirm that I haven't accessed any gold seller web page.

And why would WvW player even bother selling gold? You think I'm afk botting at SMC spamming "Selling gold"?

Edited by Perm Shadow Form, 09 November 2013 - 07:19 PM.


#24 El Duderino

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Posted 09 November 2013 - 07:19 PM

View PostAKGeo, on 09 November 2013 - 06:56 PM, said:

What makes me laugh all the time are the people who claim that their accounts were "hacked" and stolen, or banned for gold buying/selling, but claim to have done nothing wrong. I've been VERY vocal in map chat, have logged over 3k hours in the game since release, and have stepped on quite a few toes in those hours, and I've never been banned, hacked, or anything. The closest I've come to anything is the recent rash of gold seller whispers to my account, likely caused by my one and only post on the official forums.

Stop buying/selling gold. If you were banned for it, there's probably a reason why, and I doubt it was "oops my finger slipped".

That's fortunate for you. Apparently, others aren't so lucky.

The fact that ANet has mis-banned people before and re-activated their accounts kinda proves that this kind of thing happens, which it appears you are trying to deny.

#25 Graka

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Posted 09 November 2013 - 07:37 PM

View PostPerm Shadow Form, on 09 November 2013 - 07:18 PM, said:

You're entitled to think whatever you want, but I know that these accusations are wrong, I can provide Arena Net will full bank account history or contact my Internet Provider to confirm that I haven't accessed any gold seller web page.

And why would WvW player even bother selling gold? You think I'm afk botting at SMC spamming "Selling gold"?

Trying to convince anyone here that you did, or didn't do anything, or asking hypotheticals on what could have gotten you banned does nothing. The system is not automated, there are automated markers, which bring your account to the attention of a GM, after revewing it they make the judgment call, though they can be in error, they are human. I had a friend get perma banned while on vacation, long story short they were able to spoof his IP via a website he used for GW2 which logged the IP and cause they were able ot get his account information, he was only gone for about 3 days but in that time they were able to mess it up. Sometimes they will even log onto your account late at night when your not around by having another compromised account have you on their friendslist, they see your not on, they log on.

The system is not perfect, technically no system will ever be perfect in these regards. If you are telling the truth and did nothing wrong then do as you've done, put in the ticket, give all relevant information and they will re review your account, usually they lean towards giving you the benefit of the doubt, but if it happens a second or third time you may be looking at trouble. I would suggest after this you change all your passwords and clean/scan your computer, also check the types of websites you go to for any possible breaches of information.

#26 Perm Shadow Form

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Posted 09 November 2013 - 07:43 PM

Thanks for the reply, I scanned my computer, 0 viruses were found, changed the e-mail passwords and GW2 password.
I already updated my ticket 4 times with additional information - what I did before ban and all the information I wrote here.
No idea what else could I provide to them - latest screenshots? Information on what I bought on the Gem Store? Don't know.

Edited by Perm Shadow Form, 09 November 2013 - 07:45 PM.


#27 davadude

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Posted 09 November 2013 - 07:53 PM

View PostPerm Shadow Form, on 09 November 2013 - 07:43 PM, said:

Thanks for the reply, I scanned my computer, 0 viruses were found, changed the e-mail passwords and GW2 password.
I already updated my ticket 4 times with additional information - what I did before ban and all the information I wrote here.
No idea what else could I provide to them - latest screenshots? Information on what I bought on the Gem Store? Don't know.

If you bought the game in physically, send them the box activation code.  If you bought it online, send the order code.  

On a scanner note... have you checked for adware/malware on your device other than the usual (viruses, trojans, etc)?
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#28 Darkobra

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Posted 09 November 2013 - 07:57 PM

View PostAKGeo, on 09 November 2013 - 06:56 PM, said:

What makes me laugh all the time are the people who claim that their accounts were "hacked" and stolen, or banned for gold buying/selling, but claim to have done nothing wrong. I've been VERY vocal in map chat, have logged over 3k hours in the game since release, and have stepped on quite a few toes in those hours, and I've never been banned, hacked, or anything. The closest I've come to anything is the recent rash of gold seller whispers to my account, likely caused by my one and only post on the official forums.

Stop buying/selling gold. If you were banned for it, there's probably a reason why, and I doubt it was "oops my finger slipped".

Bit before your time but the veterans will remember the brilliant mistake with http://wiki.guildwar...mbrace_of_Truth

#29 Perm Shadow Form

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Posted 09 November 2013 - 08:03 PM

I provided them my full name, last 4 digits of my credit card, serial code, street address, etc, everything that was requested upon filling the ticket,
I currently own a latest version of Kaspersky Anti Virus, did a full system scan, it didn't detect anything.
Have not used my GW2 password anywhere but on GW2 forum and Log-In Screen.

Also, I don't think I mentioned it, but if anyone's from FA server here, you know that there has been a bot spamming in LA for quite some time now, probably for a week or so - I didn't report him, however, I and couple of people did make some (non offensive) jokes about him.
Maybe Arena Net thinks Im somehow involved with the bot.

Edited by Perm Shadow Form, 09 November 2013 - 08:04 PM.





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