Hello, I’m Cytrus, currently playing on Aaru- on aug 9th i got permanently banned for “cheating”. Sent few appeals, all of them rejected, so i asked my friend to make a post on the forums.
So, what happened? I launched the game, tried to login into my character, but message popped saying that there was some suspicious software detected.
I restarted my game and i was welcomed with a message: Permanently banned for cheating.
Never cheated not used any bugs/exploits/software that would be against Code of Conduct and/or would let me gain advantage over players.
Ban appeal system is a joke. All you get is a “automated response” which is a copypasta of “we verified information and we confirmed that original disciplinary action was merited in your case” and the rule someone violated.
Problem is, i did not break any rule. I provided as much information as i could(dxdiag, list of installed programs, all game logs), yet Moderation team aka someone that reviews the case just does not care, i doubt they even understand anticheat logs, or how does it work.
It’s not even AGS replying, but some company under contract with AGS.
My last ban appeal was on 10 Aug, i did not get any response since that day. I’m getting more and more impatient every day.
I spent over 1400 hours in this game, absolutely loved wars, playing with a big company/community. Improving my gear, skill, war roster, finding out what works and what doesn’t were and still are the best thing in this game.
Community Moderators, please notice that there is a big problem- people are getting randomly banned(false positive detections?, automated bans from massreports) and you can’t even appeal it properly. That hurts overall experience with New World, especially with Moderation Team that handles Ban Appeals. Many players suffer, and it only shows that so many things are not working.
Sincerely, Cytrus
Thank you for reaching us on the New World’s Forum.
Currently, neither we on the Forum nor the live chat team can review or see any information related to a Ban Appeal. As it is reviewed by our specialized team through the ban appeal form.
Also I can assure you that every report is being analyzed with extreme care to avoid a wrong ban and for some reason you think we made a mistake you can always open a ticket to appeal the ban and we always will help you:
If you need assistance in any other issue please do let me know.
Well, in any case unfortunately when it comes to bans like these for software they are often triggered by Easy Anti Cheat. The reason they ask for the logs and things are to patch the anti cheat in the case that it was a program mistaken for cheat software.
Usually you would have gotten an answer by now stating that the ban was justified, if they felt it was.
If you haven’t heard anything at all, it is very likely (But don’t quote me here) that it was a false flag by EAC, and your ban will likely be overturned. EAC will be patched and your account ban will likely at that point be overturned if that’s the case.
Unfortunately, this process takes a while and isn’t really super fair to the player. I can’t say that i’m a fan :c
Good luck! There are numerous posts here and on Lost Ark complaining about the same thing. All of your appeals are sent to a review team to copy and paste the same response over and over until you eventually just give up and uninstall the game. Same thing happened to me on Lost Ark and praying and crossing y fingers it doesnt happen here. I would at least open a BBB complaint or Attorney General complaint asking for a refund since you can no longer play the game. Just a suggestion.
Currently not us on the Forum and not on the live chat team can review or see any information related to a Ban Appeal, this is reviewed by an specialized team through the ban appeal form, we don’t have any automated process related to bans.
I recommend you and players who think they were unfairly banned; to submit the ticket.
I forgot to say; please include everything you have! screenshots, links, etc this is gonna help a lot referred to the investigation to the ban appeal.
I know it sounds like the same thing ever and ever but is the only way for the moment. We’ll let you know if there is a possibility of it being implemented in the future.
