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Guild Wars 2

Guild Wars 2 

General Discussion  » Please Help: New Player: Banned for Unknown Reason after 2 Days of Playing [RESOLVED]

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118 posts found
  Scalpless

Advanced Member

Joined: 3/22/07
Posts: 1290

2/06/13 1:51:04 PM#101
Originally posted by Volkon
Originally posted by Rytz
Originally posted by Scalpless
Sounds like they still have trouble with fraud. They can be a bit overzealous when it comes to hunting hackers and preventing password theft, but then again, I guess it's better than being too soft. I wouldn't worry about your characters.

I don't mind the extra protection.  I applaud them for it.

They are doing it backwards though.  I should have never gotten access to the game until they verified my identity.  Plus no communication was initiated to tell me about any kind of fraud protection or transaction trouble.  The way they put it out there made it sound like I was an outlaw of the game rules and EULA.

I agree with you there. It may be useful to mention that to them during your communications, they may actually listen.

I agree, too. Besides, I highly doubt having a contact location that's different from your billing location is a breach of Rules of Conduct or User Agreement.

  Robsolf

Hard Core Member

Joined: 4/21/06
Posts: 4013

Let go of my ears, I know what I'm doing!

2/06/13 1:53:46 PM#102
Originally posted by Rytz

Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

------------------------------------------

Response Via Email (Lindsay) 02/06/2013 12:13 PM

Hello X,

Thank you for providing that information.

In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

Thank you,
Lindsay
NCsoft Payment Review

------------------------------------------

There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
 
Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
   
 
 

Definitely a fair criticism; there needs to be at least SOME middle ground between the splash pages, "Welcome to the game!" and "You're banned forever, scumbag!".  Especially for something like this. 

Glad that it looks like things will get resolved, OP.  Enjoy the game!

  Quizzical

Guide

Joined: 12/11/08
Posts: 13314

2/06/13 1:56:19 PM#103
Originally posted by botrytis
Originally posted by Rytz

Character's name on Sorrow was/is "Rhytz", which doesn't seem offensive or obscene in any way.  I can't imagine that being the issue.

GW2 support accounts can be separate from main game accounts, so you can create a support account without having a GW2 game account (stranglely enough).  I had to do this to submit my first ticket.  My second support ticket was without being logged into any account (don't need an account to submit a ticket).

In regards to purchase issues, I see the transaction listed in my bank statement:

CHARGE.NCSOFT.COM ###### 79.99

I would think they would have notified me by email or something if there was a billing problem.  There shouldn't be though.
 
Last resort is to get a refund, which sucks cause I like the game.  Hopefully I don't have to resort to calling their dev office.  I'm not beyond it though.
 
... and to the person that said I need to quit playing games and get laid, I get mine.

It is your name - read the naming rules. From A.Net

We do not permit names that:

  • Have offensive racial, ethnic, or national connotations.
  • Include hate speech or bigoted slurs
  • Reference sexual acts or real life violence.
  • Are pornographic.
  • Make inappropriate references to human anatomy or bodily functions.
  • Reference illegal drugs or activities.
  • Reference religious or historical figures.
  • Reference real-life people.
  • Reference names of copyrighted or trademarked characters, materials, or products.
  • Use misspellings or alternative spellings of names that violate any of the above rules.
Your name is a misspelling of Ritz - as in cracker and that is a trademarked name. If you didn't know that then plead ignorance and ask to rename your character. DONE

I really, really doubt that that's the reason for the ban.  The last line is not there to catch people who have a spelling kind of similar to names that are inoffensive but need to be blocked anyway so that ArenaNet doesn't get sued for trademark infringement.

According to the US Census Bureau, 6255 people in the US had Ritz as their last name in the 2000 census.  You can trademark the use of Ritz for certain purposes; no one else but Nabisco is allowed to make crackers and call them Ritz, for example.  But you can't say no one can use the name Ritz for anything; see, for example, the Ritz-Carlton hotels.

And that's not even a reference to a particular real-life person.  Not only would it be a misspelling, but even if it were "Ritz", it wouldn't be the slightest bit obvious which real-life person you're referring to.

  Quizzical

Guide

Joined: 12/11/08
Posts: 13314

2/06/13 2:03:04 PM#104
Originally posted by Rytz

Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

------------------------------------------

Response Via Email (Lindsay) 02/06/2013 12:13 PM

Hello X,

Thank you for providing that information.

In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

Thank you,
Lindsay
NCsoft Payment Review

------------------------------------------

There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
 
Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
   
 
 

The problem is that online game companies have to deal with a ton of credit card fraud.  You know how there are gold spammers in a lot of games that you have to pay to get access to?  You know how they get access?  Credit card fraud.

But yes, they should definitely communicate the reasons for the ban to you better.  "Your payment didn't go through so we're blocking you until it does" would sure beat "we're perma-banning you and not telling you why".  The latter is particularly dumb as it could lead to unnecessary chargebacks as people who think they're not going to be able to play the game anyway tell the credit card company to block the charge.

  codykalmakoff

Apprentice Member

Joined: 2/06/13
Posts: 5

Be yourself don't act like some one else

2/07/13 7:02:06 AM#105
well if you was in the beta testing and such then you could not say nothing about the game when it was in close beta / stresstest its called the non-disclosure agreements (NDAs). dont matter if it your friends online or anybody they would had reported you to the support this is why your account is banned or what not if you havw not open your mouth to any one your account would had not been banned simple as that remimber this when you beta test a game agian
 
 
Originally posted by Rytz

Greetings:

I know this is not an official support forum but I have no other place to go.  See below.

I have plenty of MMO experience and this has to be the most retarded and frustrating experience I've ever encountered in an MMO so far, save for maybe SWG launch back in the day.  Even my indie MMO experiences were never this bad.

I bought the GuildWars2 Digital Deluxe edition 2 days ago from the official site and played the last couple days pretty straight.  Level 19 Sylvari Ranger on Sorrow.  Talked to maybe 5-10 people tops (mostly trying to find some areas on the map).  Did a lot of exploring mostly during that time (mainly in the grove).  My character's name is not obscene or anything sketch.  Single-word name.

After a break (and working to pay the bills), I came back home tonight to jump on and get an error window saying that my account has been terminated for a bunch of obscure reasons (see image attached) that gives me no insight to the actual reason why.

Now, I wasn't super upset or anything yet, just shocked.  Stuff happens right?  Maybe hacked or wrongly accused. Off to the support site I went to submit a support ticket.

Can't log in with my account to the support site - says my account is disabled.  WTH?

So the $80 game account that I paid for 2 days ago is banned / terminated for no specific reason and I can't even log in to the support site to submit a ticket?  The only thing I can do is log in to the account section, which does absolutely nothing for my situation.  Can't access the official forums either.  Now what?

I'm able to create a new support account so I can at least submit a ticket to ArenaNet.  I fill out the ticket and submit it.  Get the confirmation email.  Come back a few hours later...

Can't log in to my new support account to check the status - disabled.

Are you f'ing kidding me?  Is this a conspiracy or something?

I was able to submit a 2nd support ticket without registering but it seems like they are just deleting my tickets or something.  Somehow ArenaNet hates me and I've only played their game for 2 days!  If this keeps up and I can't get in touch with anyone I feel like I'm going to have to get a refund and all that time I've already spent is wasted.

I can honestly say that there is nothing that I can think of that I did during these past 2 days of playing that would be considered bad in any way, shape, or form.

--------------------

I'm looking for any help that anyone can give me.  I have both incident support numbers which I will provide below.  I'm posting this on another popular GW2 forum site because I can't use any of the official avenues to get support.  If I could get on the official forums I could ask a mod / red name.

Here's my support tickets:

[Incident: 130206-000289]
[Incident: 130206-000775]
Account Unique Name: Rytz.1836

If anyone can pass this info along to a mod on the official forum or some kind of official support staff, I would greatly appreciate it.  Please PM me with any info.

Thanks in advance.  It's almost 4am and gotta be up in 3.5 hours.  I'll check back later tomorrow.

 

[I guess the image didn't originally attach - sorry about that]

 

Be yourself don't act like some one else

  L0C0Man

Advanced Member

Joined: 1/30/09
Posts: 919

2/07/13 7:32:12 AM#106
Originally posted by Quizzical
Originally posted by Rytz

Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

------------------------------------------

Response Via Email (Lindsay) 02/06/2013 12:13 PM

Hello X,

Thank you for providing that information.

In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

Thank you,
Lindsay
NCsoft Payment Review

------------------------------------------

There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
 
Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
   
 
 

The problem is that online game companies have to deal with a ton of credit card fraud.  You know how there are gold spammers in a lot of games that you have to pay to get access to?  You know how they get access?  Credit card fraud.

But yes, they should definitely communicate the reasons for the ban to you better.  "Your payment didn't go through so we're blocking you until it does" would sure beat "we're perma-banning you and not telling you why".  The latter is particularly dumb as it could lead to unnecessary chargebacks as people who think they're not going to be able to play the game anyway tell the credit card company to block the charge.

Not only that, Anet has had some history with credit card fraud which is probably why they're being so overzealous about it. Back during the pre-purchase some chinese and russian sites were selling GW2 pre-purchases for very cheap, lots of people got them that way (at least 3 friends did), and aparently legit, keys worked and people got into the first beta weekend smoothly.

By the time the second beta weekend came out, lots of people were unable to log, the game would give an error 9, IIRC. Turns out that several keys were bought using stolen credit card info and then sold trough some less reputable websites, and Anet didn't notice until the real owners of the credit cards started noticing the fraudulent charges and reporting them. At least my friends were lucky, the website they bought from acknowledged the error, claimed that a 3rd party provided them with the keys and that they didn't know they weren't legit and gave them a refund, which they used to buy from more legitimate sites, but I do know that quite a few people were left out in the cold.

What can men do against such reckless hate?

  Tredvolt

Novice Member

Joined: 7/27/12
Posts: 10

2/07/13 8:46:16 AM#107
Originally posted by botrytis
Originally posted by Rytz

Character's name on Sorrow was/is "Rhytz", which doesn't seem offensive or obscene in any way.  I can't imagine that being the issue.

GW2 support accounts can be separate from main game accounts, so you can create a support account without having a GW2 game account (stranglely enough).  I had to do this to submit my first ticket.  My second support ticket was without being logged into any account (don't need an account to submit a ticket).

In regards to purchase issues, I see the transaction listed in my bank statement:

CHARGE.NCSOFT.COM ###### 79.99

I would think they would have notified me by email or something if there was a billing problem.  There shouldn't be though.
 
Last resort is to get a refund, which sucks cause I like the game.  Hopefully I don't have to resort to calling their dev office.  I'm not beyond it though.
 
... and to the person that said I need to quit playing games and get laid, I get mine.

It is your name - read the naming rules. From A.Net

We do not permit names that:

  • Have offensive racial, ethnic, or national connotations.
  • Include hate speech or bigoted slurs
  • Reference sexual acts or real life violence.
  • Are pornographic.
  • Make inappropriate references to human anatomy or bodily functions.
  • Reference illegal drugs or activities.
  • Reference religious or historical figures.
  • Reference real-life people.
  • Reference names of copyrighted or trademarked characters, materials, or products.
  • Use misspellings or alternative spellings of names that violate any of the above rules.
Your name is a misspelling of Ritz - as in cracker and that is a trademarked name. If you didn't know that then plead ignorance and ask to rename your character. DONE

LOL - this needs to be stickied!

  Lovely_Laly

Novice Member

Joined: 11/02/10
Posts: 736

game is also real

2/07/13 11:12:44 AM#108

if A-net ban people who seems suspicious to them instate and before verify - it's even worse company then I though.

support doing awful job there and seems to me they don't have enough guys to do it.

to OP: I hope my post not offended you as all I tried is find the truth and help.
Hope your issue would be resolved fast and if I were you I would ask to refund. Trust me this game not worth stress to get into issue you've got there.

try before buy, even if it's a game to avoid bad surprises.
Worst surprises for me: Aion, GW2

  Rytz

Apprentice Member

Joined: 6/03/04
Posts: 47

 
OP  2/07/13 11:42:26 AM#109

As of late yesterday, this issue has been resolved.  Payment support voided the original purchase and serial code and I had to re-buy the game (and use a new serial).  Support message:

----------------------------------------

Hi X,

Thank you for your patience while we were researching this issue.

This game account was temporarily blocked by our billing system due to possible unauthorized credit card activity. I have reviewed this Guild Wars 2 game account and have determined that there is no cause for this account to be blocked for this reason. As a result of this temporary block, the recent transaction was voided and not billed to the credit card on file and the serial code was disabled.

At this time, the game account has been released and is now available to have a new serial code applied to it.

Please let us know if you have any other questions.

Regards,
Vivian
NCsoft Account Support

----------------------------------------

So far everything is back to normal, all accounts working, and no problem with my existing char.

Thanks to those who tried to give info and insight.  Not sure if anyone contacted GM's on my behalf.  Thanks if anyone did.

I did a write up with some feedback on the official forum if anyone is interested:

https://forum-en.guildwars2.com/forum/support/account/Banned-2-Days-after-Buying-Game-Feedback/first#post1391221

Thanks again.

  User Deleted
2/07/13 12:00:14 PM#110

Good to hear :)

its always a pain if it happens

  Barrikor

Novice Member

Joined: 12/06/07
Posts: 317

2/07/13 12:51:28 PM#111

Awesome! Congrats on getting your account back =)

.


Originally posted by rpmcmurphy

Puritanical levels of moderation are never good.

In real life, the Puritans were rebels who drank beer, had sex in public, and opposed the king - believing everyone was equal. We could use more of that.

Grand Canyon Studios | Projects: Pith Framework (0.5), CactusGUI (0.3) | Planning: Ant Battles, Pirate Tide

  Vhaln

Novice Member

Joined: 7/07/05
Posts: 3167

2/07/13 1:19:27 PM#112
Originally posted by Rytz

I did a write up with some feedback on the official forum if anyone is interested:

https://forum-en.guildwars2.com/forum/support/account/Banned-2-Days-after-Buying-Game-Feedback/first#post1391221

Thanks again.

 

(User was infracted for this post.)

Nice, Anet :/

When I want a single-player story, I'll play a single-player game. When I play an MMO, I want a massively multiplayer world.

  L0C0Man

Advanced Member

Joined: 1/30/09
Posts: 919

2/07/13 1:48:33 PM#113
Originally posted by Vhaln
Originally posted by Rytz

I did a write up with some feedback on the official forum if anyone is interested:

https://forum-en.guildwars2.com/forum/support/account/Banned-2-Days-after-Buying-Game-Feedback/first#post1391221

Thanks again.

 

(User was infracted for this post.)

Nice, Anet :/

I guess it was infracted because of this:

"Do not debate Customer Support decisions or actions. Threads or posts designed to announce, appeal, or contest your own or another player’s suspension or account termination—be it forum or game account—will be removed without notice." (from the forums code of coduct here: https://forum-en.guildwars2.com/forum/rules)

Anyway, good that you got your account back, hope you have fun.. :)

What can men do against such reckless hate?

  eyelolled

Advanced Member

Joined: 5/13/10
Posts: 3086

I am more than some of my parts

2/07/13 1:58:42 PM#114

 

Grats OP

 

 

All of my posts are either intelligent, thought provoking, funny, satirical, sarcastic or intentionally disrespectful. Take your pick.

  Rytz

Apprentice Member

Joined: 6/03/04
Posts: 47

 
OP  2/07/13 2:25:10 PM#115
Originally posted by Vhaln

(User was infracted for this post.)

Nice, Anet :/

I think it might have been for using the words "pi%s" and "pi%sed", since those words get changed to "kitten" by the profanity filter.

Either way, if it was for profanity or for putting up an experience / feedback post, they look stupid for the infraction in my opinion.  I should have got some free gems or something for the shit I had to deal with.

  mazut

Apprentice Member

Joined: 4/23/08
Posts: 826

2/08/13 7:36:21 AM#116
Originally posted by Rytz

Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

------------------------------------------

Response Via Email (Lindsay) 02/06/2013 12:13 PM

Hello X,

Thank you for providing that information.

In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

Thank you,
Lindsay
NCsoft Payment Review

------------------------------------------

There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
 
Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
   
 
 

lol, my payment also didn't match the account location. They can ban you account only if there is direct complaint from the bank, before that the owner of the credit cart must indicate this paiment as false. There is no other posibillity.

Either this is some kind of mistake, which is doubtful or you used stolen credit card to buy your game.

  Lovely_Laly

Novice Member

Joined: 11/02/10
Posts: 736

game is also real

2/08/13 7:37:29 AM#117

OP I'm very happy your problem got resolved!=)

If I may resume general feeling about this issue, I would tell it was much better for A-net to not let you play until C-card doubt was resolved and not make you feel like criminal, force you to prove your innocence and afflict your game enjoyment.

But it only my opinion...

try before buy, even if it's a game to avoid bad surprises.
Worst surprises for me: Aion, GW2

  Rytz

Apprentice Member

Joined: 6/03/04
Posts: 47

 
OP  2/08/13 12:18:00 PM#118
Originally posted by mazut

lol, my payment also didn't match the account location. They can ban you account only if there is direct complaint from the bank, before that the owner of the credit cart must indicate this paiment as false. There is no other posibillity.

Either this is some kind of mistake, which is doubtful or you used stolen credit card to buy your game.

I have had fraud before and had my cards swapped out.  My bank notifies me when purchases outside of my physical address take place.  My bank had no part in this fiasco.

In the first support email I received it says "possible unauthorized credit card activity".  There was never any authorization problems in regards to the payment.

People get banned all the time for "acting" like bots.  It's obviously a mistake on ArenaNet's part.  You shouldn't be so naive as to think that they don't make mistakes (often).  This thread is an obvious testiment to the fact that they WILL possibly ban an account for buying the game at a location different from the billing information.

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