Feedback talk:Gaile Gray/Archive Support Issues/Jan - Mar 2012

Support Issues
Current Support Issues Support FAQs NCMA Security Feature Bot Ban Details Contacting Support Account Security Death Counts Xunlai Tournament House Support Issue Archives Botwatch

RMT

Since I don't want more infraction points from mod sam, I hope that it is okay to ask my question here instead: Why do you get permanently banned for selling in game money for real life cash but not for buying?Azum 23:00, 9 January 2012 (UTC)

I'll answer. I will not discuss. You've already been answered multiple times by Support and your account will not be reinstated despite whatever arguments you are trying to ground in other situations. Also, using the wiki as a back-up when you've chosen poorly on the GWSF isn't the way to go. To close the discussion, here is our final word to you on this subject:

Gold and item sellers are call RMTs (Real-Money Traders) and most are involved on a corporate level in great harm to a game's economy. Perhaps more importantly, RMTs are the single biggest contributor to game account thefts. We block hundreds of RMTS a week for account theft in addition to their other nefarious activities.

With those two major considerations -- damage to the economy and account theft -- we ban sellers in the first instance. Gold or item buyers may be somewhat less savvy. We give the situation a careful look and the team may suspend rather than terminate if it is the player's first offense. (It's not a generic rule; each case is reviewed individually.) In all cases, we remove the purchases, therefore the player takes a significant hit on his account, enough in nearly all cases to convince him to never buy for real money again. He comes out of the situation poorer but wiser; he is suspended and flagged for termination if he slips up even once again. I've seen the cases where that second buy did result in account closure, so yes, it does happen. In fact, it happens in the first case quite often, too, depending on the review. -- Gaile 23:31, 9 January 2012 (UTC)

I was not asking for an unban. I just wanted to know why buying gold isn't considered as harsh as selling. You could have answered this question on the support forum but you closed my thread without doing so. Mod sam did not want me to create a new thread, that is why i asked my question here insteadAzum 09:41, 10 January 2012 (UTC)

Usually the person Buying the gold doesn't know because there are online games that let you buy gold for real money. Also, read the terms and conditions, it states that the gold or items are owned by arenanet, not the player, so by the legal stand point of things, the person is stealing from Arena net in order to make a profit. does that answer your question Ocren 23:16, 10 January 2012 (UTC)

Gaile gray already answered my question; it's okay to buy gold if you only do it once. I steal from Anet? You're funny--Azum 09:13, 11 January 2012 (UTC)

I apologize if my answer was somehow unclear to you, Azum. I at no time said it's ok to buy gold, not even "one time." What I did say was that our company may be more forgiving of a one-time error. However, that in no way means that we actively condone the buying of gold or items or that everyone gets a free pass the first time. On the contrary, each instance is reviewed on an individual basis. Depending on the circumstances, a first-time buyer may find his/her account reinstated after all purchased goods are stripped off of it (meaning that the buyer has lost whatever money he paid the seller) or he/she may find the account is terminated with no chance of reinstatement. Again, a termination definitely can happen with the very first purchase.

I want to be really clear about our policy, for it's important that players know there is no tacit or secret "permission to buy." Thanks for understanding. -- Gaile 00:32, 21 January 2012 (UTC)

I understand perfectly fine. It is okay to buy gold once and anet will forgive you after a 72h ban. Thanks for explaining.--Azum 16:05, 27 January 2012 (UTC)

Once again, your willful "understanding" of the policy and the practice is inaccurate. I understand that you are bitter about your particular situation. But a conversation is worthless when the two people are not heeding the input of each other and I'm going to archive this now so that you don't persist in abusing the wiki with your campaign of disinformation. -- Gaile 17:07, 27 January 2012 (UTC)

Hacked. [Incident: 120205-000437]‏

Hello Gaile, I emailed support three days ago because my two accounts got hacked, obviously was my fault giving out my information but thought they would not be able to hack me if they don't have my email password, indeed very stupid of me. However, I restored one of my account and I updated the ticket with GW support but then they still banned my account the next day with a message says that a senior staff will look upon both accounts and will message you asap, it's been three days here and I wonder how long more is it going to take? I tried logging on to the forum to PM you and it gave me that I am banned. if you please can look at the ticket number and read through first until last message I posted, thank you.

Hi there. I am so glad you took advantage of our Live Chat feature! I just checked into your ticket and it very much appears that this matter will be investigated and resolved soon. You are free to contact me if you haven't heard in a couple of days. But may I ask that you post on the Guild Wars Support Forums if you do need further help? I try to keep up with my wiki pages, but I do find myself on the forums more often, and it would be perfectly appropriate to move this conversation there if you need more help. Thanks. -- Gaile 03:50, 10 February 2012 (UTC)

Hi Gaile, unfortunately i'm not able to post anything on the forum since I have to be log in to do so, login error message is banned also. I assume because it's linked to the game. In about 12 hours, it will be a couple days and I was really thinking of buying another game today like torchlight because i'm getting upset over it. I don't find a reason in the first place to ban my restored account since I updated the ticket and told them that I already restored it, however, but please work on the other account that it is still hacked. Tomorrow is the 10th and I reported the incident on the 5th. I understand that you might be over busy (not you) but the whole team, but this really does not give the customer satisfaction when all this problem can resolve in couple minutes. I don't assume it's hard to log in to the server and review the data and confirm that I am the right person or whatsoever needed to be done. I also bet that they did not ban the guy who actually hacked me. I'm sorry if I said anything wrong but I'm really frustrated.

Hi. Last bit first: We will always ban a hacker. If we establish that someone stole an account, that person will be gone. It's that simple. Sometimes, proving the incident is difficult or impossible, but I've seen the team take a lot of time and effort do so just that. So be assured justice prevails a great deal of the time, and if it doesn't, it's not for lack of trying.

Secondly, I understand that you cannot post on the forums. I am so accustomed to people having secondary accounts that I made my recommendation without the natural realization that someone whose sole account is banned cannot post on the forums. I apologize for that misdirection! (And incidentally that's why I try to keep an eye on this page, to have another means of contact.)

Lastly, I just reviewed the extensive data in the files, and I confess that I am confused by it. I have written some of our senior CS folks and asked them to get back to me (or, more important, to you) with more information about this. I am sorry for the delay, but I anticipate you'll hear from someone tomorrow. If not, please update this post and I will follow up. Thanks. -- Gaile 06:29, 10 February 2012 (UTC)

Gaile, thank you very much. yes, I do have two accounts but they banned the two of them since I reported that they got hacked. So, both accounts are banned even though I told them that I restored one of the account, they still banned the two of them. I really hope by tomorrow one of the CS will reply. Thank you very for your help.

Right, so double-outties on the forums, I understand. And yes, hopefully by tomorrow this will all be a distant memory. :) -- Gaile 07:06, 10 February 2012 (UTC)

Gaile, please re-check with them again today, It's 3:22pm and I still have not received any email from them.

(Reset indent) Ok, I have a lot more information about this situation now and my confusion most definitely has lifted. According to the game records, you attempted to resell one of your Guild Wars accounts -- tempted by a promised payment of 1,000 Ectos -- and were then scammed by an RMT who performed all sorts of shenanigans on/with the account afterwards. We took care of them, of course, but because of the attempted resale the account in question -- the account you sold to the RMT -- has been terminated and will remain so.

Let me take this opportunity to point out a few things:

• Reselling accounts is forbidden by the User Agreement, as is giving, trading, exchanging, or sharing them. Anyone who is not the original user should not be on, or consider him- or herself the "owner" of, such an account.
• Attempting this sort of transaction puts all your Guild Wars accounts in jeopardy
• Offers that seen "too good to be true" probably are just that: too good to be true

If you want to discuss your main account with Support, please do so in the ticket that you opened regarding this matter. I believe my involvement in this review and appraisal is at an end. -- Gaile 20:55, 10 February 2012 (UTC)

Gaile, this guy was spamming the message in trade in LA for about 6-7 days and he did not even got banned (until I reported). I am a new player and I do not even have both accounts more than a month. do you really expect all players read the user agreement? it's just a backup to back the game developers judgement when something happened. so, I failed on this, that's fine but also GW support failed to ban this player in the first place spamming the messages in trade. But then, the question why both accounts? alright, why they don't take away the account that I attemped to sell (which i'll say fine) but instead they banned my two accounts? are not they supposed to be considered seperate? and why the harsh judgement for it? I just bought the game like 20 days ago. I want my main account (which I did not attempt to sell) back. I don't understand why my main account was banned in the first place. if I have 10 accounts and I attempted to sell one them, do all my 10 accounts get banned? this is just insane.

As I said, you are welcome to discuss your other (I assume your primary) account closure with Support. We very much want to work with you on that and I encourage you to talk to the team, I truly do. Please note that saying, "That other guy did that [bad thing]" does not justify doing an even worse thing. And I mean this in a friendly tone: Implying that a spammed message somehow forced you to lose control of your senses and breach the UA isn't a real solid position nor is echoing someone else's contention that "No one reads the legal agreements so they don't matter." As a fellow player, I would recommend that you let those go and simply contact Support on a more even footing. I wish you well. -- Gaile 22:31, 10 February 2012 (UTC)

Alright, thank you very much Gaile. Well, I guess I learned the hard way regarding this matter. I already updated the (same ticket) and asked them about my primary account. I still did not receive any email from them about my primary account and I hope this will not take another week or so. Since, I have been asking them about my primary account since the 5th. However, I really do appreciate any help you provided regardless of the outcome! :)

EDITED: They just unblocked it, thank you very much Gaile.

That's good. Thank you for letting me know and I'm glad it worked out well for you. -- Gaile 23:04, 10 February 2012 (UTC)

Gaile. Help! ):

→ moved from Feedback_talk:Gaile_Gray

Gaile!

I need your help ;-;

I'm not exactly sure if this is what I should be doing but Support is being much help.

I was recently perm. banned on Guild Wars D: It seems it was for "Match Manipulation in Heroes Ascent" I sent a message to support and after a couple days wait on a response they said "we have determined the evidence of misconduct to be incontrovertible". I had logged into Guild Wars and way there were only 1 7-man group and HA and decided to join them. I had HA'd so I figured I had nothing better to do an joined them. He HA'd w/o vent for the first match or 2 and I then noticed the it was the same guild vs. the same guild.

I had absolutely no idea that the guild I was playing with were manipulating Heroes Ascent. I wasn't on their vent at all during the run and I was a last-minute addition to their team and didn't know what they were doing until that match in Hall of Heroes.

After I was banned I went onto their Ventrilo and exchanged some pretty "harsh words" with them.

I've heard of other people getting temp. bans before for match manipulation but never a perm. ban right off that bat except in high-end GVG cases. q.q

If you could please just take a look into my case I would be very much appreciative.

Case Reference Number: 120126-000127

~Andre

I sent over an inquiry to the two customer support team leads as to the details of this case. I have been asked about some recent bans for match manipulation. Players have stated everything from "I didn't know I was cheating" to "It's not cheating" to "I didn't know I would get banned for this form of cheating." But yes, we definitely have banned accounts involved in match manipulation; in fact our rules cite that as the outcome of all proved cases. That was established several times over the years, particularly perhaps in the article by James Phinney where he points out that during the "bot sweep" of May 2010, we also banned a number of accounts for match manipulation.

So for those who engaged in the action, such an outcome is not at all unusual. The events that took place in HA involved teams "taking a dive" to exchange wins with other teams. This is cheating, because you're not honestly playing the game. I guess I don't see how anyone couldn't see it as being a cheating offense. I mean, the baseball team that did it nearly 100 years ago is still viewed as something close to evil. If you contend you didn't intend to cheat, immediately left the group, and reported it to Support to make them aware of the wrongdoings by those involved, then please contact Support again so they can give your case another review. Obviously, we would treat such a case differently than we would those who engaged in cheating multiple times. -- Gaile 23:06, 2 February 2012 (UTC)

--

Thank you Gaile. I will admit I did not leave. I wanted to but, for lack of a better word, it would have made me seem like a dick as I did have friends in that team. I've made it a point in my Guild Wars life to not be one of those "leavers" that just click on the X button in the middle of a run. That severely degrades the Guild Wars Community in my eyes. I do contend that I didn't know what they were doing beforehand, I didn't leave the group as I consider ties to friendship one of the most important thing, and I've never really reported someone but I tried to in this case but when I type /report it does not give me a match manipulation option. I do contend this was my first time even being remotely involved in something like this.

Please, take another look at my case.

Thank You Gaile,

~Andre

I sympathize with your situation, I really do. Ultimately, due to the well-researched nature of the matter, and the fact that more than a dozen people were identified as being involved, it's unlikely that the team can justify an account reinstatement for one individual and not for the others. And reinstating all those involved would, obviously, reinstate those who willingly and knowingly involved themselves in cheating.

To put it in real-life terms -- and believe me I know this isn't a real-life situation, but sometimes analogies help -- it might be like being in the company of people you know are shoplifting. They may be your friends, you may not be stealing, and you may never have done so before. But it's really hard to separate the "who did what and when," and parse out justice, if the police find stolen goods in a car in which you're all traveling. :(

You are free to contact Support again (through the same ticket) and make your case. But with regret, I cannot foresee that the outcome will change. -- Gaile 03:42, 10 February 2012 (UTC)

--

Thank you Gaile for looking into this. It was/is very much appreciated. I understand the logic behind this however I am willing an do wish to make my case through support again.

I do have a slight request. Support has informed me that they aren't even willing to consider or even take a look at any appeal I make. Would you terribly mind contacting them and ask if they will? Someone new with fresh eyes for the case.

Thanks Again for Everything, ~Andre

One of the fundamental issues with player blocks is the disregard for bystanders such as yourself who can be banned without the intent to break the rules. The support team seems to mix up the concepts of intent and motive to such an extent that virtually all offenses are strict liability crimes, meaning that the state of mind of the offender is not taken into account when deciding punishment. Ignorance of the law is not a defense for breaking the law, for pragmatic reasons if nothing else, but a key component of punishment is the "guilty mind," a term meaning that the offender meant to break the law, or acted in such a way that any reasonable person could predict the consequences.

In Andre's case, the motive was playing the game and, possibly, earning fame. Neither are problematic in and of themselves. But unlike those who arranged the gimped matches, Andre had no intent to break the rules; he was unaware that match manipulation was occurring and had no part in the conspiracy to manipulate matches.

The counter-argument here is the repetition of the opponents. Four years ago, I'd say that any reasonable person could see something fishy was up, but in the current state of HA where very few teams actually play, it's entirely possible to face the same teams repeatedly due to the small pool of potential opponents. It's fair to assume a reasonable player would have suspected something, but it's a far cry from suspecting something and continuing because you're having fun and intentionally manipulating the matches. At worst, such an offense should be grounds for a temporary ban and disciplinary action: two weeks off the server and resetting the player's fame, for instance.

Permanent account blocks are analogous to life imprisonment or capital punishment in real life, but such blocks are handed out without regard for the player's conduct history or their intent, if any. For serious offenses such as account theft and botting, this is reasonable – there's no way a person running a bot could fail to understand that they are breaking the rules, even if they aren't aware of the draconian penalties for violating those rules. Similarly, account theft is something you can't do by accident or without knowledge of the consequences, and it has a serious effect on other players' ability to enjoy the game.

The tendency for predicate violators to lie and attempt to gain sympathy cannot be ignored, but neither can the history of the player involved. The purpose of disciplinary action in cases of crimes where there is no direct victim, or a gross breach of the spirit of the game (e.g. botting) should be to instruct a player that an action is against the rules, and to be more cautious in the future.

All this is predicated on the assumption that he's telling the truth about his perceived innocence. It's possible he's a damnable liar, in which case I've wasted the 5 minutes it took to write this up. –Jette 17:20, 10 February 2012 (UTC)

The problem is, no one can truly know someone else's intentions. What we see is what was done, and who did it, and what harm it caused. In this case, unearned rewards were acquired for cheating in multiple matches. Such unearned rewards devalue those that other players earned legitimately, just as items acquired through a dupe-hack (in another game I once loved) devalued every item in a legitimate player's inventory.

I am an incredibly player-centric person. I always, always try to turn a "no" into a "yes." However, in cases where someone cheats, "I didn't know I was doing wrong" is right up there with "My dog ate my homework." We hear "I didn't know it was cheating" for virtually everything: match manipulation, scamming, selling an account, buying gold, even botting and using an exploit. (It's strangely common with exploits, even when the game logs show the person fully knew and understood -- by his own statements -- that what s/he was doing was cheating and is fully disallowed.)

You're right, ignorance of the law is no argument. How far does "I didn't know the speed limit" or "I didn't realize this was stolen property" go with law enforcement? Not far at all. Because they, as we, do not have the means to plumb the hidden reaches of another person's mind or soul to ascertain his or her intentions. And while those real-life instances are far graver than in-game incidents, the fact is the User Agreement is there not just to protect the developers, as you claim with such certainty, but also to outline acceptable player behavior. And the UA, coupled with the Rules of Conduct and our unique Conduct Breaches and Outcomes details what is unacceptable and outlines what happens when a player fails to abide by the game's standards of behavior.

Consider: the motive of every player in HA is gaining fame. The question is how it is done. And when fame comes with shameful ease, it should be clear that something is wrong, even if one never bothered to read a single one of the legal documents. According to game logs, things were said in All Chat that made it clear that those involved knew they were cheating. So if certain participants were unaware that they were cheating before, those comments would have made it clear that they were.

We don't have the means to reset fame. It's not a tool we requested because the dev team felt that those who engage in MM need to be removed from the game. Temporary suspensions without resets aren't reasonable for the legitimacy reasons cited above. Getting a magic "Reset Fame Button" would leave us in the position of playing whack-a-mole with players intent on cheating: a cycle of suspending, resetting, and wash/rinse/repeat. This is because for some, it's in their DNA continually to flaut the rules with the hopes that "this one time I'll get by with it."

You and I may to agree to disagree on how such things should be handled. I will be the first to admit I don't like any of the ready solutions. It gives me great sorrow to see good players banned for bad decisions. I look at some accounts and I feel incredibly sad that the player has lost his/her account. But what's the alternative? A light hand that welcomes the repeat offenders? I have some ideas about that are under consideration right now. But at the least, I hope you'll acknowledge that we come to our policies with a clear and full view of all the elements involved in such situations. I hope my comments have prompted, if not a change in your opinion, at least some consideration of the complexity of the issues and our deep and considered valuation of how we act on any infraction as well as our willingness to review policies and practices when such review is warranted. -- Gaile 21:53, 10 February 2012 (UTC)

Meh. I was playing the devil's advocate; I think it's kind of nice to be able to perma people without worrying about reasonable doubt. I don't think anybody reads those agreements, though, not even the lawyers that write them. It's harder than reading recipes, and at least after you slog through one of those you get cookies or something. –Jette 23:32, 10 February 2012 (UTC)

I have actually have read them... it gets repetive though. But I have to agree with gaile, sometimes the only way to learn is a hard slap on the hand. Its upsetting that it happened to you, but think the best thing to do is if you suspect something, send off a ticket quickly, report them, and leave... save yourself the pain on losing your account... or maybe it's time to read the terms and conditions we agree too everytime we log on. Ocren 09:48, 11 February 2012 (UTC)

A perma-ban is more akin to cutting the hand off than slapping it. Sure, you could buy a prosthetic hand, but it will take a long time before you're functioning at the same level again. elix Omni 08:15, 29 February 2012 (UTC)

Account Hacked [Incident: 111106-001478]

Dear Gaile, I noticed I could not log into my account a few months ago but didn't give much thought to it. After repeated attempts later, I realized my account was compromised. Much to my shock, I found my mail account was cleared of all my previous posts because it was inactive for a long time. I had all my digital keys in it.

5 years worth of game time and effort to develop my characters has all come to nought. I feel deeply pained by the loss. I tried contacting Support but I cannot provide them keys to validate my claim. I am seeking your help directly to help me restore my account. I've been part of a very respectable guild for over 3 years and I'm sure they can vouch for me. I can also name every PvE character I own along with a few PvP characters. To further reinforce my claim as the rightful account bearer, I can also provide over 250 screenshots of almost all my characters through various stages of their journey in Tyria. If you require more information, I can ask my banker to provide the dates on which I bought the game(s).

The incident number on the top is the first ticket I raised after failing to log in. I hope this information is sufficient to restore my account. Looking forward to hearing for you. Best Regards!

I can see you provided a lot of information to confirm your ownership of the account in question. Let me see if a team member can take another look at the ticket (thank you for providing that number) and maybe we can get this resolved. The support system is pretty busy right now, with all the news about Guild Wars and Guild Wars 2. But I imagine you will hear back soon. -- Gaile 23:47, 24 February 2012 (UTC)

And just like *that* I heard back from a team lead, who responded that it appeared you may have accidentally closed the ticket when you provided the additional information last November. The team is going to take another look and you should hear from an agent in the next few days. -- Gaile 23:54, 24 February 2012 (UTC)

Account got restored. I can't thank you enough, Gaile. I almost thought I lost the whole thing. Of course, a lot of stuff I earned over the years has been stripped clean but the good thing is I can at least look forward to GW2 in high spirits. Thanks again! :)

I'm very happy to hear that you've got your account back. All the best, and welcome back to the game! :) -- Gaile 17:32, 26 February 2012 (UTC)

RMT Still bad if it's not for GW

Lately I've seen some bots spamming for a certain site that sells D2 and WoW items, but nothing for Guild Wars. I suppose that's still considered spam and is reportable, but I'd like to make sure. MithTalk 23:24, 6 March 2012 (UTC)

This is a bit late, but! To save you the time of waiting for a response, I can say quite safely that advertising RMT websites for other games isn't something a player should be doing. This is outlined in several locations of the user agreement, here

Section 4, Subsection "j"

"In the Game(s), characters have the privilege of sending server wide messages called "Chat Messages." With this privilege comes a high level of responsibility on the part of the user. Due to the fact that this communication channel has the ability to impact every player on the server, NC Interactive will not tolerate any inappropriate behavior of any sort in this chat channel. This includes but is not limited to: inappropriate language of any sort or any attempt to escape the profanity filter, inappropriate or vulgar content of any sort, repeated "spamming," or "flooding" of the chat messages channel, or any other conduct determined to be inappropriate by NC Interactive Support, in its sole discretion."

Section 6, Subsections iii, iv, v, and vi can also arguably cover such behavior. In the sense that advertising an RMT website promotes violating the EULA of another company, it isn't illegal per say, but it's definitely not something one should do. At the very least, Subsection vi covers it.

The rules of conduct can also be used in a case like this, specifically items 4, 5, 8, 11, and 12 (12 is ambiguous as to which game these in-game services apply to, so it works.)

And, finally! Guild Wars takes a rather strong stance against RMT behavior in general, as outlined in the Real Money Trading Policy.

So, in short: Advertising an RMT website is probably a bannable offense, regardless of whether or not that website is for Guild Wars. Of course, this is just my interpretation of things, so I absolutely could be wrong here, but I hope it helps! If in doubt, reporting player behavior never really hurts anybody anyway, so long as such reports aren't frivolous and consequently clog the system. 161.184.141.211 15:11, 19 March 2012 (UTC)

It is totally bannable IMO. Any direct violation to the rules of conduct or user agreements is bannable at Anet's discretion. Considering that it violates multiple items in both documents, I would say report all RMT website advertisers and let Anet sort them out. --Lania 16:57, 20 March 2012 (UTC)

Here's the short answer: Yes, it's entirely disallowed by the UA and the RoC and we'd like to learn about it. Please report via /report (choose spamming) or submit a support ticket. Advertisers really break the immersion of a game and we'd like to deal with them, no matter what product the offer. -- Gaile 23:53, 30 March 2012 (UTC)

Support Ticket #120215-000934

Hello Gaile, I need your help. The title is my ticket number，but there has too many information.I summarized as follows. Half a month ago my accoun have been "error code=045“.That Said:"we have detected that your account may have been accessed by an unanthorized individual.”I immediately contact the GW support for help and offer the information about my account. After 5 days,GM told me "Your account was permanently closed because it was found to be related to networks which sell in-game items for cash or other items with real world "But I'm sure I never do anything about RMT.So I contacted the Live Help and talk with senior GM Nickolaus.He understood my situation and told me to wait for reply. Then GM Oghma told to me that "Due to the violations committed by this account, it will remain closed. We will not accept appeals in cases such as this because of the depth of the analysis prior to the block." I don't know what lead to this problem.I'm sure I did not sell or buy anything with cash.Maybe it was caused by IP change？Last month was the Spring Festival，I gone back to my hometown for 9 days and played game use another Network operator.Maybe this is the reason my IP was changed.And sometimes I play game at home,sometimes at netbar when I'm in in work travel. Although I and GM talk a lot, but I still don't know what happened to my account.I'm not sure is there anything you can do to help me.Or let me know what to do, I can provide you with further details about the account.Thanks for any help you can offer. I'm sorry for that my english is not well，but I will try to reply you as soon as possible when you reply me. Best Regards! ---wei

I have a new ticket "120302-000649",I hope you could have time to view it. Best Regards---wei 2 March 2012(GMT+8)

It seems that GM have completely ignored me. Is he can casually muder a game player? I now feel very depressed. I don't know how to do to defend my rights. Help me please. Best Regards! ---wei 5 March 2012(GMT+8)

try the official forums may get a faster response Ocren 22:50, 30 March 2012 (UTC)

thank you ocren for your suggestion，but my account was banned.I cannot login in forums.Laoguiwei 01:33, 6 April 2012 (UTC)

I was actually just discussing this with a CS Team Lead. The problem is, the account is being used from a location that is actively involved in stolen accounts. Wei, I do not believe that you steal accounts! But when we have a location that is flagged more than 50 times for account theft, we get very concerned and we must take action that protects our players. In that case, that means closing accounts that access from that location.

I don't know what the answer is to this problem. For the safety of other players, we cannot allow access from that location. And yet you wish to play the game. If you have a suggestion on how to address this problem, please update your support ticket and talk to an agent about this issue. Good luck, and thank you. -- Gaile 23:07, 30 March 2012 (UTC)

Thank you Gaile for looking into this.About the block of my account, GM gave me a lot of reasons, but the reason your said is the most Reasonable . I think there are some things I want to clarify:All of the ISP In my country only provide the dynamic IP to private users, so nobody can confirm the identity of the individual from the IP address. We usually use the following methods:1 citizen ID number;2 mobile telephone short message confirmation;3 computer MAC address;4 Special issue digital certificates; or other unique and fixed information.Sometimes even use the telephone or video authentication to confirm the identity of the individual.Anyway,that can't forbid me continue to the game just because the IP I used had a bad records .Because if so, I had to move out of the city I lived to change a IP segment for the game - this is not science.Maybe we can explore a way to better protect The game players who love GW. at last,thank you for your attention.Looking forward to your reply and my account:) Laoguiwei 04:58, 6 April 2012 (UTC)

Hello Gaile,I contacted the support center.But GM said"This account has been linked to real-money trading organizations".That means I never play Guildwar at this city?I had to assume punished because there have a " real-money trading organizations" in my city? Although I did nothing wrong.Why not through action to decide whether to violate compasses, but to rely on IP address?It‘s a huge hit to the player who use dynamic IP.In order to play GW change a city to life possibility is not very big.I hope you can help me to find a way to play the guildwar.Thank you. best wishs,Laoguiwei 02:29, 9 May 2012 (UTC)

Support Ticket 120312-001081

Hello Gaile, I'm sorry that the key I bought is devil,my computer is devil,and my internet environment is devil.But I'm innocent.My credit card is innocent.Why didn't you block my account until I got "GWAMM"?Why didn't you block my account until I got "LDoA"?Why didn't you block my account until I got 50 points in HoM?Why didn't you block my account until I had played 3 years and a half?I don't want to say any more.I just hope my next account is fine.Jary Cai 08:11, 19 March 2012 (UTC)

to be blunt... what the frack are you talking about? and on another note, Gaile is normally on the Official GW forums. Ocren 16:45, 27 March 2012 (UTC)

This concerns another account that was terminated because it was associated with RMT. I will see if I can learn more. -- Gaile 23:15, 30 March 2012 (UTC)