Hi dalianwanda,
If you think there's been a mix-up with the ban, sending in an appeal directly to the Terms of Service team is correct. Did you follow these steps to reach them with your appeal?
- EA_Lanna
I already follow this guide to appeal my account many many times, there is no reply, no answer and no one contact me. The web page said advisor will contact with me soon but no one contact with me. I have no way to appeal and I don't know why ban my account and I invest more than 1000 hours every year for this game. It really frustrated.
Community ManagerHi dalianwanda,
The guide I shared below mentions that the Terms of Service team aims to respond within 10 days. It is often far less than that, but in some cases, it can take longer. It all depends on the individual cases, as each investigation is unique.
Once the investigation is wrapped up, they will email you as soon as they can about their decision and how to dispute it if you think they’ve made a mistake. Keep an eye out on your inbox for that mail.
Also, only one active appeal at a time is necessary. Flooding the team with appeals can cause delays and slow things down for everyone. Please be patient and wait for their response.
- EA_Lanna
Thanks for reply. The reason why I submit the appeals many times is there are no case created. I don't think it is normal. It should be some bug. Here you can see I submit the appeal but no case number attached and there are no open cases in my case list.
I believe that a large amount of users are mistaken-banned and have no ways to appeal. How can I find my active appeal??
