Wrongly accused permanent Ban on my friends

[svesais]

Dear Moderators,

We appreciate you evaluating this as Ban apeal tickets gives us automatic responses for players who have not cheated.
Yesterday, Today after entering the game they stumbled upon the information that Login Blocked: Suspicios Software or Corrupted instal Detected.

When fixing entering the game, we 2 have received permanent ban. Reason is cheating which has not been ever done by my friends Darkijs (Fae) 1200h+ and EstereBeast (Fae) 830h+. They have not broken any rules of the came of ToS nor COC.

Reason for Anti cheat most likely is following:

Now we have proof of the cause of “Suspicios Software or Corrupted instal Detected”, which is the unoficial game: MU online - Eternal MU Online - Season 18, this is the game link.
While performing full pc scan with windows built in antivirus as well as additional scanners such as CCleaner, IOBIT malware fighter nothing poped up, however last scan was performed by Malwarebytes and turns out unoficial game i have recently played with my Friend: EstereBeast
(fae) who has been writing you several tickets (snips, links from him).

Here are the following links which most likely cause the issue in the game:

Download link - Screenshot - 23f3a489d1f530d0d5ebab00e12a9dd7 - Gyazo
Download folder link - Screenshot - a7f018e324c7003fecaa15b259bd8810 - Gyazo
Malware scan - Screenshot - 52c9cb0b935b77add80e190be4354307 - Gyazo
Game folder - Screenshot - 763e637ee3980ce60abb1aad76f44b89 - Gyazo

This should be enough proof to prove that no COC rules were broken and EAC understands this as suspicious software.

[JakeL]

They’re unable to help with moderation issues on the forums. Appeal a Penalty - Support | Amazon Games

[Notice] Reminder on Game Moderation actions on the Forums

Hi all, As a reminder, no one on the forums has the ability to handle in-game matters. Should you wish to report a bot, player, or company, please do so in-game or through our reporting tool here: Report a Player or Company - Support | Amazon Games Should you wish to appeal a ban, please do so here: Appeal a Penalty - Support | Amazon Games Any requests for game moderation action (bot reporting, ban appeals, etc.) will be removed and spam actioned on moving forward. Thank you.

[HAWK_EYES]

Hello @svesais,

Welcome to the forums.

Hope you are doing well.

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:

Appeal a Penalty - Support | Amazon Games

If you need assistance in any other issue please do let me know.