Forum Discussion

Seasoned Novice

7 months ago

Solved

Wrongful Ban Despite Clean Stats – Requesting Manual Review (Case #212490128)

Hello EA Support and Community Managers, I’m reaching out to request a manual review of my Apex Legends account ban. My EA ID is Yuk1AND5akura, and my latest case number is 212490128. I’ve already ...

anticheat

EA_Mako
6 months ago
Yuk1AND5akura
If you have already appealed multiple times with our Terms of Service team, that full investigation has taken place.

If they have declined to remove a penalty after multiple appeals, I'm afraid that will be final and cannot be changed through any other channels either.

EA_Mako

Community Manager

6 months ago

Hey Yuk1AND5akura,

my stats on the day I was banned clearly show the opposite

I can understand why that would feel impactful, but the Terms of Service team would be using our records and tools to inform their actions, not just looking at gameplay stats.

It's also worth noting that while bans can be immediate, that's not always the case. Checking whichever match you happened to be in at the time of the ban wouldn't necessarily indicate that's when the activity took place, but our ToS team would be reviewing the relevant details when an appeal is created.

They may use templated responses if that contributed to the response feeling off, though that's typically to make sure consistent information is being provided to those in similar situations. Each appeal is reviewed by a different member of the ToS team to help make sure one person didn't simply overlook something, up until the point where they mention not to expect further replies or reviews.

Yuk1AND5akura

Seasoned Novice

6 months ago

If possible, I would like to kindly request that EA release or review the gameplay replays of all my Apex Legends matches leading up to the moment my account was banned. I firmly believe that these replays will demonstrate that I was not using any form of cheating software, and that my gameplay during those sessions was entirely normal — if anything, noticeably below average. If there is any way for the Terms of Service team to access and reassess that footage, it would greatly support my case and help prove my innocence.I have absolutely nothing to hide, because I have never used any cheats. This is clearly a wrongful ban, and I’m confident that a full investigation will prove my innocence.

EA_Mako
Community Manager
6 months ago
Yuk1AND5akura
If you have already appealed multiple times with our Terms of Service team, that full investigation has taken place.

If they have declined to remove a penalty after multiple appeals, I'm afraid that will be final and cannot be changed through any other channels either.
- Yuk1AND5akura
  Seasoned Novice
  6 months ago
  I feel that the EA Help support agent showed bias, failed to address my concerns properly, and abruptly ended the conversation without resolution What does a 'full investigation' even mean? So a full investigation just leads to a wrongful ban? That’s honestly kind of ridiculous. The ones who actually cheat don’t get banned, but those who don’t cheat are the ones being punished—is that how it works?They didn’t even give me any chance to prove my innocence
- Yuk1AND5akura
  Seasoned Novice
  6 months ago
  And I want to know how to file a complaint against the customer support agent. That agent left the chat without saying anything — I feel like they might be discriminating against me.