A banned player speeking out
Dear EA Support & Gaming Community,
I'm writing this out of frustration, but also out of respect for the games I've played and loved under the EA name for years. I was recently permanently banned for what EA labeled as “hate speech,” and it was my second offense.
Yes, I said something I regret. But I want people to understand the context, and more importantly, the system behind how EA handles bans.
In my case, I used a phrase during a competitive match that was poorly worded. EA interpreted it as hateful. I tried to explain that it referred to a certain playstyle or strategy, not an attack on a group of people. I fully admit it was a bad choice of words, and I’ve apologized more than once. I take full responsibility for the mistake.
But after 15 appeal attempts, each denied without a real explanation, I’ve realized something more frustrating:
EA’s system for bans, especially permanent ones, is automated, unclear, and almost impossible to appeal in a fair way. There's no real chance to explain intent, no human review beyond generic form replies, and no way to escalate the situation for a deeper look.
I’ve lost my account, progress, purchases, and time — not because of cheating or harassment, but because of a single misunderstood message. That hurts more than people realize.
I’m not writing this just to get unbanned. I’m writing because players deserve better. We deserve real transparency, a second chance when we’re honest, and a review process that goes beyond copy-paste emails.
If EA truly cares about Positive Play, please give players a way to genuinely learn from mistakes — not just punish them permanently.
To others reading this: if you’ve had a similar experience, share your story too. EA should hear how their systems affect real people, not just usernames.
Sincerely,
A frustrated but respectful player
Hey 4erepa2010,
Thanks for the feedback about bans in general.If EA truly cares about Positive Play, please give players a way to genuinely learn from mistakes — not just punish them permanently.
This flexibility to allow players to learn and change is not an uncommon piece of feedback, though we don't have any other information or changes to share at this point. Currently when it comes to chat-related offenses, that often comes in the form of an initial warning or shorter suspension before a final ban. That would be the point where we hope that learning and change comes into play as things currently stand.
EA should hear how their systems affect real people, not just usernames.
This also holds true for others that were on the receiving end of inappropriate language or behavior in the game. They are also real people affected by what's said in-game, and ultimately actions we take are intended to preserve that experience for those that interact with the account as well.
Just to clarify, our appeals process is not automated, nor are the bans themselves. There's some additional information about that here
No actions taken against an EA Account, including bans, suspensions, and other actions like coin wipes, are automated.
You may be seeing some templates used in responses, which ensure we're providing consistent information to those in similar situations where the same rules would apply. However, these are reviewed by actual members of the Terms of Service team, up to the point where they say not to expect any further replies (typically after a few appeals).
At that point if multiple members of the team have reviewed the information and all reached the same conclusion, there's ultimately a limit to reviewing the same details repeatedly while hoping for a different outcome.
