We hope you guys weren’t hoping for a quiet weekend in the Neverwinterverse, because it seems to be quite the opposite! Yesterday Community Manager Julia announced massive account bans on the official forum after several threads from players asked for a clarification of what they felt were unjustified actions. Those threads have been removed, but as always discussion continues on our message board. Quite a few players came in stating that they had done nothing wrong, yet were hit with botting accusations. In one case even a player that allegedly hadn’t logged in for about two months was banned.
False positives again?
It’s only natural that offenders try to downplay their actions after being banned, and most bans are probably correct, but unfortunately Cryptic has a track record of hitting innocents. The amount of reports could indicate we might be dealing with some false positives in this mess again. It’s especially annoying since the devs purposefully carry out bans on Fridays to avoid the backlash during the week and let things cool off over the weekend. For legit players that got accidentally hit it’s a major pain because support isn’t working on Saturdays and Sundays. This means they can probably expect an answer not before Monday. At this point we are still crawling through reports and can’t really tell to which extent faulty bans have been handed out.
How to contact support
All you can do however is bring the matter to support with a calm manner, even if the action is indeed outrageous. Go to this page and submit your request. Since you can no longer login, support will ask for extra credentials to make sure you’re the account holder. We have prepared a template below that you can use by filling in the necessary info. You might not be able to answer all questions, but be as thorough as possible. This should speed up the process. It’s also very important to insist that they forward the request and manually look into the account. Support itself does not verify anything and will just report back the ban and reason that’s in the system.
[su_box title=”Example Support Request” radius=”0″]Account/Forum Name:
Full Name (First, Last):
Billing Address, including zip or postal code:
Last 4 digits of CC numbers:
Account’s Registered Email Address:
Date of Birth:
Date the Account was created:
City the Account was created:
The name of the ISP at the time the Account was created:
Any product key associated with the account:
Any game time card key associated with the account:
Any credit card transaction ID:
Any PayPal transaction ID:
Current IP address: (if you don’t know this, just send what https://api.ipify.org/ shows you)
Dear Ladies and Gentlemen,
I’ve been hit with a ban/suspension yesterday, but am among those that wrongly got hit because of a misinterpretation of the underlying data. Please instantly launch a manual account investigation and get back to me as soon as possible. Do not reply with a standard response that states the ban duration and reason, just forward my request to someone who can properly deal with it.
Thanks in advance![/su_box]
In many cases you are probably still getting a standard response though. In that case just say that you appreciate the response, but that they’ve answered none of your questions and calmly repeat your request. It might also help to ask for the actions that they classified as botting. If you can give them alternative, non-botting related, explanations for the stuff, you should get the account back. Unfortunately the burden of proof is completely on the user, which is pretty totalitarian.
Make your voice heard
Again: The official customer support is the only one that can deal with the issue. But you can voice your displeasure and concerns by privately messaging the members of the community team. Even if you got banned on Arcgames, you might still be logged into the forum and can message people there.
The return of Keygate
Some players speculated whether this ban wave could have something to do with Keygate. Since a patch or two the “decline” option of dungeon chests is back in some cases, and keys are indeed not getting consumed again. We tracked the earliest reports of this back to May 5th. Although declining chests can technically be classified as exploiting, we don’t think think this ban wave is about this issue. Even though players currently get the best of both worlds (more and better drops, decline option), we consider the possibility of sanctions to be pretty low. Also the reasoning sent out to players is “botting”, although the devs sometimes simply use that as generic statement.
Have you been hit by the ban wave or heard from others? Share your experiences and knowledge in the comments below or visit the corresponding thread on our message board.
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