Incorrectly banned for "account sharing"
Mendes_Ferrim
Member Posts: 11 ★
When I log in to my account, the notice of permanently closed due to account sharing (TOS 10) appears. I am writing to you because this is an error, since only I know the login information and I have not shared it with anyone.
I have already contacted technical support and provided the technical details of the 3 devices I called from in the last month, but they refused to even investigate it and closed the ticket automatically.
This is a secondary account, which I have never shared with anyone (moreover, I have never shared a single account of mine and I have several), created in 2018 and which will now disappear due to an error in the fraud detection system.
And I emphasize that I was created in 2018, which is why I know full well the consequences of breaking the provisions of the TOS, starting with sharing accounts (not to mention the risk of lending account data to someone and never being able to get it back). return safely).
I know there were players in the same situation whose account was reactivated, but as it is a secondary account and I have never spent any money on it, I am afraid that my message on the forum will simply be closed, just like my ticket.
I have already contacted technical support and provided the technical details of the 3 devices I called from in the last month, but they refused to even investigate it and closed the ticket automatically.
This is a secondary account, which I have never shared with anyone (moreover, I have never shared a single account of mine and I have several), created in 2018 and which will now disappear due to an error in the fraud detection system.
And I emphasize that I was created in 2018, which is why I know full well the consequences of breaking the provisions of the TOS, starting with sharing accounts (not to mention the risk of lending account data to someone and never being able to get it back). return safely).
I know there were players in the same situation whose account was reactivated, but as it is a secondary account and I have never spent any money on it, I am afraid that my message on the forum will simply be closed, just like my ticket.
12
Comments
Is that why I got banned, for not completing a purchase? A temporary suspension would be incomprehensible, but a complete elimination leaves me speechless. Either it was this or it was, as I said, a failure in the detection system.
Sadly, there is no looking back. Neither forums, nor support tickets would be able to help with this. Start a new account.
@Kabam Miike
OP, definitely send a ticket, and do so every once in a while. Support team handles a lot so they will fake acknowledge your ticket first few times until eventually they resolve it. Best of luck.
I wish it were as simple as other forum members say, I wish it were enough to mention a moderator or simply forget about my account and create another one. The point is that I already have another account (others), but that is not the issue, but that I am being treated that I consider unfair.
I'm not trying to spam you or waste your time. I consider myself a fair person and I only ask for fair treatment. If I make a mistake, I accept the consequences, but this is not the case. I make myself available to the technical team to provide them with detailed information on my connection IPs, mac addresses of the devices and any other technical details they need. The problem is that they just ignore me and tell me that the decision to close the account is final and not reviewable.
As a last hope, I will send my third email to support so that they do not permanently close the ticket and it will mention @Kabam Miike here. Thanks for the support and greetings.
As I said, I don't think I deserve this contempt from Kabam. It is not true that they have given all possible information, because they have simply ignored my messages and the evidence provided. They leave me feeling helpless and now they tell me that they will directly ignore me every time I try to provide more information or ask for the case to be reviewed by a human being. It leaves me broken.
@kabam jax, help me, please...
Hopefully I can give some good news here.
Problem summary:
1) Account suspended due to alleged violation of the ToS, specifically due to account sharing (a circumstance that never happened, hence my complaint).
2) The suspended account already has 14 days of ban at the current time and this week we entered the end of the alliance war season.
3) The last support ticket (which I had already informed about here) mentioned that the complaint had already been escalated and they asked me for information about some other of my accounts in the game. I responded by giving the names of my other accounts as well as technical details of my two gaming devices.
Current situation:
4) When I didn't receive a response after step 3, I sent a new message.
5) Another support member responded to me (I reproduce the message below) confirming that the ticket had been correctly escalated and that I would receive a response as soon as possible.
6) This message was sent 4 days ago. Reviewing the ticket history, I see that the most recent action was carried out 3 days ago, so some new management was done in between (no further details are provided).
As I promised, I will continue to inform you of the situation. I would like to take this opportunity to thank you that, after the initial attempts (unsuccessful, with automatic closure of the ticket), Kabam finally agreed to manually review my problem. I don't know if @Kabam Miike @Kabam Jax had anything to do with this (if they did, I appreciate that kindness).
As I mentioned in my last message, I want to be able to deliver good news as soon as possible and my case will also help Kabam improve the fraud detection system (a commitment that I support, even though it is collateral damage right now).
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