Replying to case

Hi klt6j0lmur6q​,

Regarding the account ban you mentioned, I'm sorry to hear that you've been having trouble reaching support.

Unfortunately, we're unable to review, modify, or overturn account bans from the forum side, as we don't have access to individual account enforcement details or the tools required to make changes to account penalties. These matters are handled by our dedicated Terms of Service (ToS) team.

You can find more information about the appeal process in this guide:

How to appeal an EA Account ban or suspension

You can also check your penalty status and available appeal options through EA Penalty History.

If you've already submitted an appeal, I'd recommend checking its status through My Cases.

I understand this may not be the answer you were hoping for, but the ToS team is responsible for reviewing account penalties, and we're unable to intervene in their decisions through the forums.

Thanks for your understanding!

Hi klt6j0lmur6q​,

Thanks for reaching out!

I'm sorry to hear that you're having trouble responding to your existing case, especially when its status is showing as Waiting for Player. I understand how frustrating it must be when you're trying to provide the requested information but can't get your response through.

Could you try a few quick troubleshooting steps?

• Sign in to My Cases and try opening your case directly from there.
• Try using a different browser or an incognito/private window.
• Clear your browser's cache and cookies, and temporarily disable any browser extensions that might interfere with the submission.

Regarding the confirmation email, not receiving one doesn't necessarily mean your response failed to submit. I'd recommend checking your case status in My Cases to see whether anything has changed.

Since you also mentioned that the chatbot keeps directing you to the ban appeal process, you can try reaching our support team through the webform and explain that you're unable to respond to an existing case.

Thanks for your patience!

i cant go through live chat whenever the ai bot keep telling me to appeal and keep saying my account got banned. While the reply ask me to go to live chat.

as if i can submit, we should receive an email right? But i didnt.