Friend went to log into new world with me yesterday when he had received a notice that his account had been permanently banned with the reason being [cheating]. It said if you believe you have recieved this penalty in error, you may appeal it by visiting appeal decision (which is clickable). He then started the appealing process because he was not cheating. He then received a email saying Hello ____
We reviewed the information you provided on appeal and have confirmed that the original disciplinary action was merited in your case. We take instances of Cheating seriously as it is harmful to the community and violates the following section of our Code of Conduct(link for code of conduct)
3.Play fair
Do:play within the rules of the game.
Do not: exploit bugs or other unintended uses of game features.
Do not cheat, bot, hack, or use other software or services that give you an unfair advantage through, for example, unattentded gameplay or game modifications.
Do not engage in real-money trading of in-game items and in-game currencies.
We reserve the right to determine what constitues unfair play and to take correcftive action we deem appropriate.
As a result, your New World account remains permanently banned.
Best regards,
Reece
Amazon Game Studios
During that time I being a good friend who sticks by my friend because i know he doesn’t cheat because he’s always with me, i then contacted one of the chat agents for the game because I think it’s completely ridiculous that he wasn’t even told what he did wrong and they denied him his appeal with a bot response. The chat informed me that they could not look at ban information and that the only way to speak to people from that department is by replying to the email that was sent or by putting in another appeal form. Although i told the chat agent that on the form itself it said putting in another form would not help we decided to reply to the email first like they said to do. He then replied with
(2nd reply to the moderations team)
What is it that i did??? I was mining ore with my friend i logged off and when i tried to log back in with her i was banned. I have never exploited bugs or used any cheats i dont use bots i dont understand why you aren’t giving me my account back. Can someone please contacft me on this if not i want my money back.
Then he received the same bot email as before only with a different name at the bottom this time and it said
Hello ____
We reviewed the information you provided and have confirmed that the original disciplinary action was merited in your case. We take instances of Cheating seriously as it is harmful to the community and violates the following section of our Code of Conduct (links code of conduct)
3.Play fair
Do:play within the rules of the game.
Do not: exploit bugs or other unintended uses of game features.
Do not cheat, bot, hack, or use other software or services that give you an unfair advantage through, for example, unattentded gameplay or game modifications.
Do not engage in real-money trading of in-game items and in-game currencies.
We reserve the right to determine what constitues unfair play and to take correcftive action we deem appropriate.
As a result, your New World account remains permanently banned.
Best regards,
Thomas A.
Amazon Game Studios
Thirty seven minuets later He then received this email
Hello,
The previous agent provided you all of the available information to your appeal inquiry.
We’re always happy to help if you have any other questions, however we do not have further insight to provide and further inquiries on this matter will not receive a response.
We appriciate your understanding.
Best regards,
Grey L
Amazon Game Studios
At that point i was highly irritated because hours in and we still haven’t figured out why he was banned to begin with and all we got were bot responses. So i took matters into my own hands and started researching for a phone number to call online. I ended up first calling amazons corporate office where i spoke to a very nice man about the crap we had been dealing with. He atleast tried to get me information but came up empty handed since it was not part of his job description. He did however give me a customer service number to call. I then called that number and was transferred many times. During these phone calls i decided to see what would happen if i put in a appeal under my account which was not banned FOR my friends account by just filling in his game information and then the explanation of what was going on. I received this email while still on the phone
Hello,
This is brandon from Amazon Games
I’m very sorry that your friends account has being banned and I will be more than glad to help you, nonetheless the Moderation Team is the one on charge of topics related to appeals.
To contact the Moderation Team go to _________________ (insert link That took me straight back to the appeal page again).
You will bbe able to read about our next updates and bug fixes at __(insert link)
For more information, join the New World official forums:
___ (insert forum link)
Thanks for contacting Amazon Games.
Best regards,
Brandon G.
The people on the phone tried transferring me to Amazon Games department and came back to the line saying that the number had been disconnected and they only had a email. I then Sent them a email from my account telling them about our crappy experience, the time wasted, and attached all the emails they had sent him. Four hours of us trying to figure out why he even got banned. This was the 2nd response i had received from when i put in my own appeal.
Hello _____,
Darcy here from amazon customer service
First of all i would like to apologize for any inconvenience you have faced _____
as a gamer myself i completely understand how frustrating this must be.
I would like to assure you that our main goal is to satisfy our customers by solving their query and making them happy.
The moderation team is currently reviewing your ban and will respond shortly
Best regards,
Lucian B.
(They still haven’t responded over 24 hours later)
Then i received a response to the email i had sent directly to the email that was given to me by the man on the phone i had been transferred to many times trying to pass me off to someone else.
Hi there,
I am sorry to hear of your boyfriends experience with his ban on New World. (btw never said he was my boyfriend)
I would suggest your boyfriend files another appeal,
Please have him send his New World game logs in the email as well.
We can submit this to the moderators and they will make the final decision based on the new information,
Stay safe
Best regards,
K
We still haven’t heard back from them. He is still banned for no reason. They still haven’t even told him what reason he is banned. He sent all the information he was told to send. He was one of the first players in this game, he was a Alpha tester. Put aside the fact that the game still feels like it’s a beta and goes down for maintenance with out warning all the time, I got more of a response from actual people and i wasn’t even the one banned. He got all bot responses. The appeal process is a complete joke and no wonder this game is dying and you have to keep merging worlds together. I love this game even with all it’s faults and I’ve put a lot of time into it but knowing my friend can’t play and no one will even tell him why makes me want to stop playing and go back to one of my old games. Unban him or at least tell him why he got banned unfairly. He couldn’t even post anything himself because of being banned. I’m his voice right now. I hope this forum reaches someone in the appeal department so we can finally figure out why this is happening.
)
