So I have a friend who’s account was banned with no explanation. He did not do any of the exploits in the game or even attempt them, but still lost his account. He can’t post on the forums to request help. No one at support is reaching out to answer his appeals and when contacting Amazon support he is told to just resubmit the appeal with no other detail given. He has submitted 3 appeals and it says they will be responded to in 24-72 hours, but there has been no response. I have been friends with him to know he is no one to exploit anything so why would his account be banned and no communication from anyone and even after the allotted time he tries to contact and all they say is do it again. We just want to play the game together the way it is meant to.
Also to add if this is happening to other people and support keeps directing them away since they can’t post anywhere due to the in game ban how are they supposed to inform anyone? Anyone reading if you know someone dealing with this please put your info in!
Yep - common issue. Meanwhile bots are beginning to out number real players. Artificial intelligence has finally taken over the world!
Hello @Undying_Breath
I am sorry to hear what happened to your friend.
Our Team is working to keep Aetherum safe of people using exploits and misbehaving inside our game 24/7.
We do not have an “AutoBan System” as the community may think. Members of our team check each individual report to determine if the actions taken in game will need to be punished. An investigation is made for every report that we get. Chat logs are checked for any disruptive behavior in-game. In-game actions are reviewed as well.
Please refer to this link for more information about appeals. Appeal a Ban - Support | Amazon Games
No information about appeals or bans will be provided by our customer service team in chats or phones.
But when it says you are to get a 24-72 hour response why isn’t there one. Even if the support team isn’t going to give exact details why would they just keep saying put another appeal?
I am just trying to give a voice to someone who can’t have one at the moment. I understand what leads into getting a ban. While I don’t agree on first time offenses being a permanent ban in most cases as that seems like bad business unless they are causing a major exploit or using racially/derogatory language to someone. The specific instance I am referring to is a person who since the very day I met him is a person that would never use any kind of derogatory statements if anything he’s the first to stand against those kind of actions and fight them off. So I have to believe that the issue in matter was an “exploit” or something of the sort which I am also confident he would not have intentionally tried to do. I understand you can’t give me details or anything I just want his appeal to at least be responded to and be given a fair answer because all he has as information now is the ban. I along with most people in my community haven’t touched the game in weeks now partially because of issues like this where the game was released in a state where passing judgement on some players almost seems hypocritical depending on the nature. He honesty doesn’t know what action for him banned he is not making excuses or trying to come up with a reason because he is not even aware of what he did was wrong. There are plenty of bigger content creators showing off exploits within the game to obtain clout knowing what they are doing is wrong but there is no action taken to these individuals (while getting banned is clickbaity). So my final note and I can private message information as need be is that there is something being done with appeals because as it currently stands while they are not being answered in the time they allot that customer service also needs to not go against what it says on the link you posted and say just submit more. That is a poor thing for them to be doing because it’s mixed messaging. I want this game to be great and I think it has the potential to be there. But banning someone who used to be a fan that out in hundreds of hours from launch and now has no reasoning behind it is a sour taste.
That’s not an acceptable answer.
How is someone supposed to appeal a ban if they can’t get any information on the ban itself?
For someone to spend money on the game, and then not be able to properly defend themselves is absolutely not ok, I know your amazon and what do you care if 1 customer who already got your money is upset. The policy itself is broken and you shouldn’t be defending it.
As a person who wrote that post, you need to have a deep look at your own personal morals and values.
It’s been 5 days and still no acceptable answer.