False ban, no support - what if it happens again?

Game Support English Support
1

So I received an unfounded, wrongful ban of 7 days for supposedly cheating. (1400+ hours btw, no vac bans or anything)
I never even used an enhanced minimap or third party program of any kind. The only thing I recently did was farming Barley.

Not sure how the cheat detection works but it’s obviously flawed. That alone is understandable but should get fixed ASAP.

When I saw threads of people complaining about bans I was always convinced they weren’t innocent.
Until now that this happened to myself.

I missed out on most of the XP event, wars, my daily CDs like gypsum, refine etc. for a week. Getting locked out of forums sucks too.
The best part: no explanation, apology or compensation of any sort.

First I filed a detailed appeal (in english) to the first contact I found. Living in Germany (hence german Amazon) the reply I got was that they cannot reply to english appeals, redirecting me to the english site.

Wondering why it couldn’t just be forwarded, I went ahead and filed another appeal to the GB site. No reply until today.
All this shows me is the staff’s ignorance and disregard for their players.

After some research I realized I’m not the only one this happened to.
There are likely many more unreported cases of false bans followed by ragequit, without a rant like mine.

I quit the game half a year ago for some months only to return to this unfixed and hardly improved version with players getting treated like 2nd class humans.

Can’t deny that there were great changes too, however the negatives outshine.

Aside of the missing support, incapable PVP and PVE balancing team I still say that the art, graphics and music design of New World is outstanding and I hope you all will continue working on NW but the right way.

Gotta say I regretted buying store items and putting that much time into NW at some point.
Clearly your staff isn’t all the same, perhaps I got unlucky.

Regardless, overhauling the cheat detection system and ensuring helpful support should be top priorities now.
This wall of text means I care after all, so feel free to remove it. :v:

2

happened twice to me…
so ye 1 jail free card for sure left :slight_smile:

3

monkaSweat

Did you virtually get ignored by the support too when it happened to you? Or what was their reply?

4

reply was, banned for cheating, no other words about it.
in the forum nobody could or wanted to help…

5

If this is true that’s depressing.

6

yep.

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it is in German tho, but this happened both times, when i was on work.
after i appealed for it, i just recieved this.

bla bla u stay banned

"Wir können keine weiteren Informationen zu unserer Entscheidung geben und werden keine weiteren E-Mails zu diesem Problem beantworten. "

We won’t deliver any further Information to our Decision and won’t answer any Emails to this Problem.

pretty much, hope i translated that good…

7

I speak German too so all good.
Usually I wouldn’t believe you from this point onwards as they even stated they reviewed and confirmed your ban.

But after my random 7 day ban my view has changed. :joy:

1 Like
8

yep… kinda risked my as.s here i guess, with showing that email :rofl:

but tbh i dont really care anymore. they continue to ruin the game…
so if i get perma banned… well bye lol :smiley:

1 Like
9

Feel free to delete it, unless you want to share it with others ofc.

Let’s just hope they fix their ban detection ASAP.

10

What would happend ?

Well, you will get perma ban @madGigachad like me, got banned for cheat, spend hours and hours with support, ticket team, live tchat just to understand the reason why I got banned.
They told me my character " has wierd move like it is not lead by you " meaning " you are a bot user " but I don’t …
Don’t expect something, i got this new account just to spam the forum, hopping I would get an answer, a serious one, and not a bot reply from the moderation “team”

1 Like
11

Have a look to my last post

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Hello @madGigachad,

I am sorry to hear of your and others’ scenarios and how you believe the bans have not been correctly applied. Unfortunately, this topic is not suited for the support forums as we do not handle bans or ban appeals via this channel.

We would normally forward you to submit your appeal in a web ticket here, if you have not already done so but given you mention you already have, the only advise we have left for you is to continue your communication via the Email you received in response to your appeal. Please bear in mind, if you have been informed about this being the final answer to your appeal, you will not be getting a different one by submitting multiple replies or appeals.

In regards to the reason for the ban, you will be informed of the cause in general but no specific details will be volunteered. Please do not submit multiple tickets as that will only delay a review of your penalty.

Hope this clarifies your best course of action. :wolf:

13

Thanks for replying. I’m already back into game but because I’m afraid this might re-occur in the future I’m gonna file a new ticket to find out the reason at least what could have caused it.

Since it said “cheating” but I never did anything related to it I’m hopeful the team handling bans will help me sorting this out.

Cheers

2 Likes
14

For this reason, i don’t do ANYTHING else on my gaming pc but play games. I don’t browse, download or do anything else period. EAC can be triggered by all kinds of things you wouldn’t expect. It could be as simple as a plugin running in your browser while you are googling something.

It is very aggressive, but MOST of the time if you submit your logs like they request, if the software is not an illegal/banned mod of some kind you will have your ban released with no penalty applied in the future.

15

they dont care, they are just banking on you buying the game again…

16

which just means you have no evidence, and expect players to improve or fix behaviors that they dont know about and you REFUSE to tell them about to help them stop getting wrongfuly banned.

17

The reason they will not give you the specific trigger that caused the ban when it comes to programs, is that the information they give you would/could be used to help the programmer behind bot/hack programs to work around the detection. It’s not them being sleazy.

If you are legitimately not using any illicit programs, then submitting your logs properly to EAC during the process will clear you of any wrongdoing. If it’s a normal program that triggered the event they will patch around it and will still not tell you what did it.

18

I was placed on 2 temp. bans a few months ago. The first after the 3 day ban, I jumped on here asking WTH I did. I was/am (not playing this game currently in the shape it’s in) a solo player, stayed of chats, stayed in my own lane, leveling up solo and reported a bugged out mission from last year that was never fixed…
I DID get a response from a CL, in fact it was @Luxendra who told me nothing can be done here and when I explained my situation, every detail…I heard from a customer service rep and NOT the bot email crap. They looked into it and tried at first to offer an OPR chest in compensation and told them NO, I don’t do pvp and I don’t want items/gold, I want an explanation.

They figured out I will NOT back down and so they DID tell me the reason why, a CL banned my account while they looked into my case and forgot to take off the ban, banning me from the game for those three days…NOW, 2-3 days passed, I had just crafted a 100 stack of powerful regens to place on the PT, fast traveled to my town where I have a house and as soon as I started to log in to the city…BANNED AGAIN.

I went OFF on forums here showing exactly what I wrote on the “appeal” which was NOT nice. It was instantly shut down and forwarded to a CS and again same damn thing "We’re sorry once again, a CL was logging into your account to check and offer some compensation both (which I said I did NOT want, I just wanted honesty) and again was banned for 2 days all thanks to their BS.

I was/am a lucky one who fought fought and FOUGHT to find out why this was done, I am a rarity case where I actually got answers…don’t expect the same in return. (Oh, side note, they also removed any ‘ban’ on my file since I forced answers out of them)

Oh last side note, I STILL give credit and thanks to @Luxendra for helping me get the ultimate results I was looking for…I give credit where it’s due. I’m not some ‘hate fan’ of nw…just blunt hahahahahahaha

19

lots of reasons to keep your gaming pc and work pc separate but my god to go through that many hoops instead of address the issue with AGS’s piss poor outsourced customer service system kills my faith in humanity sometimes.

20

I agree, the process should be seamless. And it does seem like there is a disconnect somewhere. I have helped numerous people in the forums through the process to get their bans overturned. But it shouldn’t be like that.

Each and every one that i helped, that was successful, all they had to really do was follow the appeal process, but that takes a long time to get a response, sending logs and waiting ect. And in many of those cases they hadn’t done anything wrong. So for the entire process start to finish they were unable to play.

I don’t know what the solution is, i just know there is a problem.