Friend's account was hacked and is now banned. Why not check IP logs like any other company would?

[BunnyFett]

Hi, my friend’s character name is xSinEaterx, and I am Aurora Elentari. My friend was kicked from his account the other day, the reason saying duplicate login. We were a group of 3 in Discord and partied in-game when this happened. He tries to relog, and it happens again and tells him he has been temp banned.

Then he calls NW customer support, and while he’s on the phone asking them what’s going on, his character is teleporting from city to city as I follow them around, watching them dart straight to storage in each town, still logged in even after it’s telling him he’s temp banned. Customer support is saying they are unable to disconnect this person from his account. The temp ban says it was for 3 hours at first, which then turned into a full day, and now it says it’s permanent.

He has called customer support many times while on Discord with us so we can hear them, and customer support keeps telling him they can’t do anything, or they just straight hang up on him. This is bullshit. Someone needs to fix this. NO OTHER GAMING COMPANY FUNCTIONS THIS WAY. GET IT TOGETHER.

[Firus]

Hi @BunnyFett, welcome to the forums.

I’m sorry your friend experienced this and i am so sorry to hear about the experience in the customer service.
Unfortunately each person is responsible for maintaining the confidentiality of the account, log-in credentials and for restricting access to your account, and all actions that occur under your account, including purchases.

Amazon Games Terms of Use Point 1 and 2.6 We are not responsible for loss or theft of In-Game Items

If the player received a ban, please ask your friend to follow our normal appeal a ban procedure:

• To file a Ticket, make sure it is as detailed as possible in your appeal to ensure it’s processed quickly.
• Once we receive an appeal, we do our best to review and respond to it quickly. If overturned, the ban is removed from your account.

Things to remember:

1. All reports are manually reviewed by a human, and no part of our game moderation is automated.
2. Submitting multiple appeals won’t expedite the review of your ban. Additionally, you can only appeal a ban once.
3. Make sure your Amazon Games Account and Steam Account are linked.

Here’s the link to bind your Steam and Amazon accounts: Link/Unlink Amazon-Steam

The ban can be appealed in our official website: Appeal a Ban - Support | Amazon Games

Have a good one.

[5LY]

Basically every single company that I’ve ever had a game from will not revert a ban if it happens while your account is hacked as that is seen as your fault.