Penalty History always says “Case not created” — unable to submit an appeal

Hi,

I’m posting from a secondary EA account because my main EA account is currently banned and I’m unable to use it to access the forums.

I am not asking the forum team to remove or bypass the ban. I’m trying to use the official appeal process, but every attempt through Penalty History ends with the message “Case not created.” No appeal case is generated, so my case cannot enter the Terms of Service review process.

I have already contacted EA Live Support under Case #254546115. The advisor verified ownership of the affected account through its original registration email and also tried to update the email address, but the system would not allow the change. I was ultimately told that the matter could only be sent to the Terms of Service team after a successful appeal submission.

This leaves me unable to proceed: the appeal must be submitted before ToS can review it, but Penalty History will not create the appeal case.

Could a Community Manager please escalate the “Case not created” issue as a technical or account-support problem, or advise how I can get a valid appeal case created through the official process?

I can provide the affected account details privately to an authorized EA representative if needed. I will not post any email address, EA ID, verification code, or other private account information publicly.

I’ve attached a redacted screenshot of my Live Support case for context.

Thank you.