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JFHUAYUEFGUE's avatar
JFHUAYUEFGUE
New Novice
24 days ago
Solved

Suddenly Banned. Help unban me!

Dear EA staff, if you see this message, I want to say that I was banned for no reason yesterday after playing the game several times at an internet cafe. I'm very frustrated and can't contact the re...
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  • EA_Lanna's avatar
    EA_Lanna
    21 days ago

    Hi JFHUAYUEFGUE​,

    JFHUAYUEFGUE wrote:

    I appealed twice, but the response I received was that your team still believes I cheated. I am very disappointed.

    Ah, I see. I can understand how getting the same outcome twice would be frustrating. 🫤 I appreciate you sharing what you think may have caused the ban. I wouldn't have any insight into what may have triggered a ban for you, as bans and suspensions aren't handled through the EA Forums. The specifics of the ban would be reviewed internally as part of the investigation of your appeal.

    JFHUAYUEFGUE wrote:

    I earnestly request your team to conduct a manual review of my account and lift the ban.

    We can't review bans or overturn them through the EA Forums. You did the right thing by submitting appeals to the Terms of Service team. They are the only team that can look into ban appeals. If they determined that the ban should remain in place, I'm afraid that means the account will stay banned. There wouldn't be a way for us to change that through the EA Forums. I'm sorry, I know that wasn't the outcome you were hoping for. 

    JFHUAYUEFGUE wrote:

    I would like to address the administrators and the EA Terms of Service team: if you see this message, please take action.

    The Terms of Service team wouldn't review this forum, but Community Managers like me do, and we can pass along general feedback. Although if there's anything you want considered as part of your specific case, the best way would be to update your appeal to include it.

    If it helps to know more about this space, and what staff can help with here, I've popped two blog posts below that share more:

     

    - EA_Lanna

EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
23 days ago

Hi JFHUAYUEFGUE​,

I spotted your post mixed in with a different thread topic, so I've popped your post over here, into its own thread. This helps us keep both conversations on topic and makes sure the replies stay relevant to what each person is asking. 🙂 

So, onto what you're asking:

JFHUAYUEFGUE wrote:

I was banned for no reason yesterday after playing the game several times at an internet cafe. I'm very frustrated and can't contact the relevant staff.

I'm so sorry to hear that. You mentioned not being able to connect to the right staff. Could you share what you've tried so far? Did you follow the steps in our EA Help guide to send in a ban appeal to our Terms of Service team? 

JFHUAYUEFGUE wrote:

This game accompanied me through four years of university, and I don't want to lose it.

I totally get that! If there's been a mix-up with the ban, our Terms of Service team's investigation of your appeal will show that, and they'll help you from there. 

- EA_Lanna

JFHUAYUEFGUE's avatar
JFHUAYUEFGUE
New Novice
23 days ago

EA_Lanna​ 

Thank you for your reply. I appealed twice, but the response I received was that your team still believes I cheated. I am very disappointed.

During my initial login, due to a malfunction in my game accelerator, I was disconnected twice during matchmaking, which may have affected the system's judgment. Afterwards, I switched to another accelerator without completely exiting the game, which may also have led to the system misjudging my account behavior.

When my account was banned, I was playing the game in an internet cafe, a high-risk public place. This public computer may have been used by other players who violated the rules before, and the device's hardware ID was flagged, causing my account to be implicated.

I have always abided by the game rules and have never used any illegal third-party software. I earnestly request your team to conduct a manual review of my account and lift the ban.

Thank you for your attention and processing.

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    21 days ago

    Hi JFHUAYUEFGUE​,

    JFHUAYUEFGUE wrote:

    I appealed twice, but the response I received was that your team still believes I cheated. I am very disappointed.

    Ah, I see. I can understand how getting the same outcome twice would be frustrating. 🫤 I appreciate you sharing what you think may have caused the ban. I wouldn't have any insight into what may have triggered a ban for you, as bans and suspensions aren't handled through the EA Forums. The specifics of the ban would be reviewed internally as part of the investigation of your appeal.

    JFHUAYUEFGUE wrote:

    I earnestly request your team to conduct a manual review of my account and lift the ban.

    We can't review bans or overturn them through the EA Forums. You did the right thing by submitting appeals to the Terms of Service team. They are the only team that can look into ban appeals. If they determined that the ban should remain in place, I'm afraid that means the account will stay banned. There wouldn't be a way for us to change that through the EA Forums. I'm sorry, I know that wasn't the outcome you were hoping for. 

    JFHUAYUEFGUE wrote:

    I would like to address the administrators and the EA Terms of Service team: if you see this message, please take action.

    The Terms of Service team wouldn't review this forum, but Community Managers like me do, and we can pass along general feedback. Although if there's anything you want considered as part of your specific case, the best way would be to update your appeal to include it.

    If it helps to know more about this space, and what staff can help with here, I've popped two blog posts below that share more:

     

    - EA_Lanna

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