108573-wrongly-banned-carbine-please-make-right-calls-before-banning-people

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I have reviewed the details of the past actions on your account. After careful consideration of the information available to us (including your appeal), I am confident in the decision to terminate the account. Please keep in mind that WildStar is a global game with standards of behavior that must be upheld.
 
You are welcome to submit additional questions, however, we do not want to give you the impression that anything you say or do will reverse or alter the decision to suspend your account.
 
Regards,
 
Jonard
WildStar Support Team
 
 
This is the email carbine give to our top dps Sweets (known as Abby to us). This is infuriating and false ban with zero evidence provided to explain what her "past actions" were for this ban. Sweets was hacked 11/08/2014 with the hacker clearing her inventory/bank and other items (such as eldan attunement gauntlets) with sole intention to hack mine ore around... the hacker also seemed to have created a dominion character to spam report other players in order to get "less noticed"... I guess. Later that day the issue was resolved and account was restored for play however no items were restored as of that day, it was said that the items will be restored later that week. With no other notice Sweets account was banned on 15/08/2014 with zero notice with official reasoning "Third Party Exploits". (I apologize for next sentences). WELL NOT F***ING SHIT SHERLOCK.... that's what happens when you get hacked. Honestly a child can go into magical world of logs see that the bank was cleared along with her inventory or are you saying a dedicated player just went "Oh I really feel like botting today let me just delete my eldan gautlets along with a lot of other really expensive shit (runes/fabkits/decor) just to go around to farm some ore." After we found it the entire 20man had to stop our raid half way through cause to many people were to angry to enjoy.... anything really. We are a guild who log in every day, who enjoy this game more then any other, who have such a tight nit community so when we get this sort treatment to one of our guildies we cannot let this just slide... please vote this up so that carbine can see this post and get it sorted strait, just because it didn't happen to you doesn't mean you are safe from this kinda treatment.	
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We have absolutely no way of verifying anything you've said.  The person could have very well been hacking.  All you can do is ask for an appeal.  I'm pretty sure if they had a second person look at the info your friend was doing something wrong.  I've seen them reverse bans before saying they made a mistake.  If your friend appealed and they still denied it chances our some info was left out of your post.
 
Also inb4 thread lock.  This isn't how you resolve these issues.	
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 just because it didn't happen to you doesn't mean you are safe from this kinda treatment.
 
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Your 'friend' is entitled to a full detailed breakdown of what particular clause of the TOS/EULA that was broken as well as a date/timestamp/log of when the accused infractions occured.  Another thing to consider is that they have full logs of the IP addresses used to access the game's client and the locations from which them come out of.
 
 
Your friend should have done multiple security things once there was an account breach besides just petitioning for a restore.  With possiblity of a Keylog program it's wise to do a full computer scan, check running programs, wipe the HDD, and other such precausions.   There's also the issue that their email was hacked and that the person -hacker- would still have access to the account after a restore because they still can obtain information pulled from the email; that's where the requirement of an email password change and possible link to a cellphone/smartphone number (which many, including Yahoo!, offer such services).
 
 
Bottom line of suggestions:   Contact support, change passwords, update security, be patient, and breath. 	
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We have absolutely no way of verifying anything you've said.  The person could have very well been hacking.  All you can do is ask for an appeal.  I'm pretty sure if they had a second person look at the info your friend was doing something wrong.  I've seen them reverse bans before saying they made a mistake.  If your friend appealed and they still denied it chances our some info was left out of your post.
 
Also inb4 thread lock.  This isn't how you resolve these issues.
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			Guys this isn't about whether she had 2step or not, that was a stupid move and she now regrets it as anyone hacked would but she shouldn't get banned for not having 2step. The main issue here is they don't care about what actually went down, they posted a standard reply and provided no real information as to why she was banned outside of the obvious couple time where she got hacked. She might aswell have done something worse, I know abby well enough to think not but I cant make that judgement. The problem is they need to state what exactly shes being banned for because atm it looks like its just the 3rd party program that was used to bot when her account was compromised. I don't how someone can get all of their stuff destroyed and then immediately report they've been hacked (when they don't have 2step so its a strong possbility) and then get banned for the thing THEY JUST REPORTED. Why would someone after 2 months of playing clean just destroy everything they've worked for and then start botting AND THEN report getting hacked. If she wanted to hack for a bit switch it to another person and then ask for her stuff back she would be reporting the other account for hacking. There is literally no scenario where that makes sense, which as I said before is only an issue if that's the only explanation they are willing to give. She had just found grim grim gloves in a dungeon with our other members and she was kind enough to give them to me when she could have sold them for upward of 50p. Shes not interested in plat she just wants to raid and got all of that taken away because she was dumb and didn't do 2step.	
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"We have absolutely no way of verifying anything you've said".  - no but you cannot verify anything anyone says on forums.
 
 
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It doesn't happen to us because we use 2-step.... I'm sorry your guildie ignored basic security measures and got their account hacked. I suspect it was either a long term hack or your guildie has been less than honest about the full range of their activities (though I honestly couldn't say). I have seen Carbine restore banned accounts that they investigated and found indeed were hacked. The fact that this account managed to get through two ticket investigations with out reinstatement is strongly suggestive of more long term foul-play on the account.
 
Sorry for the loss, but perma-bans for hacked accounts are policy in most MMO's; the fact that if it were only a simple hack and grab your friends account would have been quickly reinstated is enough for me and most others to remain skeptical about the full veracity of your post.
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They intentionally don't give specifics out on bans.  It's actually in text somewhere.  No I don't recall where.  If they reviewed and still kept the ban, there is nothing you can do.  Posting like this isn't going to get a riot going demanding better customer service (that's a whole 'nother can of worms).  I've seen accounts in games banned simply because they got hacked multiple times and CS said, "Well, if you can't keep it secure we're not going to keep reversing the bans".  What it should do is encourage people to seriously consider using the two-step authentication.
 
It sucks for your friend, but any MMO company is justified in taking hacks and goldsellers very seriously.	
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Hey Everyone - 
 
Thanks for all the input on this thread. OP, you'll have to make an appeal to Customer Support, as the forums are not the appropriate place for that. With that, I'm locking it up.
 
Cheers,
Team WildStar	
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