Hacked EA account, banned, and I cannot submit an appeal “Case not created”

Hacked EA account, permanently banned, and I cannot even submit an appeal – “Case not created”

I’m posting here because I have run out of options and EA Support has not been able to help.

My EA account is [edit: email address removed]. Around 2021, my PSN account was hacked and the attacker even made unauthorized purchases using my saved card. I reported it to PlayStation, cancelled the transactions, changed my PSN email, and enabled 2FA.

I barely played games in 2024.

Recently, when I tried to play EA SPORTS again on PS5, I discovered that my EA account email had been changed to an email address I had never seen or used, with a Russian-domain address.

I am Korean, live in South Korea, and I have only played EA games on PlayStation in Korea.

On August 15, 2026, I contacted EA Support. An advisor verified my ownership and successfully restored the EA account back to my original email address.

After recovering the account, I discovered that it had been permanently banned on April 12, 2024.

I did not commit the violation. Considering that the account had been taken over and the email had been changed to an unknown foreign address, I strongly believe the violation occurred while the account was under someone else’s control.

The worst part is that I cannot even appeal the ban.

For several days, every time I try to appeal through Penalty History, I receive:

“Appeal not submitted – Case not created.”

I have tried repeatedly, used the alternative webform, contacted multiple EA advisors, and provided screenshots. The webform creates no case, nothing appears in My Cases, and support keeps telling me to use the same appeal process that does not work.

So at this point:

1. My account was hacked.
2. EA helped me recover the account.
3. I discovered a permanent ban from the period when the account may have been compromised.
4. EA’s own system will not allow me to submit an appeal.
5. Support keeps sending me back to the same broken process.

I am not asking EA to simply believe me. They can check the login IPs, countries, devices, platforms, email-change history, and activity around April 12, 2024. My normal activity should show South Korea and PlayStation.

Has anyone experienced the same “Case not created” problem after recovering a hacked and banned account?

If anyone managed to get a real manual review, reach Customer Relations, Privacy/Data Access, or another team that could actually investigate the account, I would really appreciate knowing how you did it.

At this point I just want a fair chance to have the account history reviewed.