My experience with “Balance Transfer” and EA Help (update)

Hey there krybernat​, lot going on there.

If there is an action on your account, then this would mean that something was flagged as a breach of the rules.

If you then appealed using the info in this help article, and the team declined it then this means that after a human member of the team did a manual review of the account, they found evidence that supports the ban.

If you believe that a mistake was made, then you can appeal again, and if doing so I would recommend sharing as much additional info as possible with the team.

There is no one else at EA who can help with these issues and if our team has repeatedly declined your appeals then this means that with each manual review a human member of the team has found evidence supporting the ban.

Darko

Hi Darko,

Thank you for the response. I understand what you're saying, but this is exactly where I'm struggling.

I've read the rules and I genuinely do not believe I did what EA says I did. I did not buy coins, sell coins, transfer coins between accounts, or intentionally participate in any form of coin distribution or balance transfer. I simply traded extensively on the Transfer Market for profit. So when EA tells me that a human reviewer has found evidence of a violation, I am willing to listen. I am not claiming that EA must simply take my word for it. But I need some meaningful explanation of what I actually did wrong.

The appeal responses do not address anything I write. They simply repeat that the action was correct. I have tried adding more information, explaining my trading, contacting EA Help, and even requesting the relevant account data so I could understand what happened.

You suggested providing additional information in another appeal — and I would genuinely be happy to do that. But additional information about what? If some specific trading behavior of mine violated the rules, please help me understand what behavior that was. If a particular transaction or pattern was interpreted as Balance Transfer, I need enough information to explain why that legitimate activity occurred.

That's really all I'm asking for. I'm not asking EA to blindly remove the sanction because I say I'm innocent. I'm asking for a meaningful appeal process where I can understand the allegation, respond to it, and learn what I supposedly did wrong.

Otherwise the process becomes:

EA: You broke the rules.
Me: Which rule and what did I do?
EA: We reviewed it and you broke the rules.
Me: What information can I provide to show that I didn't?
EA: Provide more information.
Me: About what?

I hope you can understand why this is so frustrating.

If there truly is no one else at EA who can help, could you please advise me how I am supposed to make the next appeal meaningfully different without knowing what behavior I am actually being asked to defend?

Thank you again for taking the time to respond.

Kryštof

Hey krybernat​ all info that our team can share around an action will be shared in the initial email you received laying out the sanction. 

We are not in a position on the forums where we can provide more info or discuss an action like this with you. 

The team when they review an appeal will take all info into consideration and will fully investigate. 

All I can recommend is to continue to appeal and sharing all the information you have around why you believe a mistake was made. 

Know it's not what you wanted to hear but there's nothing more we CMs can do to help.

Darko

Thanks EA_Darko​ . I understand that you personally cannot review the sanction, and I appreciate you replying.

But this is exactly the problem I am struggling with.

The original email only says my account was “involved in Coin Distribution” and then provides a general explanation of what Coin Distribution means. It does not identify a single transaction, player, price, date or activity that caused the action.

In my very first appeal on August 4, I already explained that I never bought coins, sold coins or transferred coins between accounts, and that I only traded normally on the Transfer Market. I specifically asked for a manual review.

You are now recommending that I appeal again and provide additional information. I genuinely want to do that — but additional information about what?

EA will not tell me which activity was considered a violation, while at the same time asking me to provide more information explaining why that unidentified activity was legitimate.

I have also spent two weeks trying to obtain the relevant account/transaction data through EA Help, without success.

And importantly, I am not the only player reporting this kind of situation.

I am not asking you to overturn my sanction. I am asking whether you can please point me toward any meaningful way to communicate with the team reviewing it, so I can actually respond to whatever evidence they believe they have.

Otherwise the process becomes circular:
EA: “You violated the rules.”
Me: “What did I do?”
EA: “We cannot tell you. Please provide more information.”

I hope you can understand why that leaves me with no meaningful way to defend myself.

Hey krybernat​ if the team has identified a breach of the rules and subsequently found evidence to support this when reviewing an appeal then there's nothing that we on the forums can do. 

I know it's frustrating but the simple fact of the matter is that we cannot discuss your account with you.

It's frustrating and I understand that but all we can recommend is to appeal again.

Darko

Hey Darko, thank you. I understand that you and the Community Management team cannot discuss or review account actions, and I don’t want to keep asking you to do something you cannot do.

Could I ask you one last thing?

Is there any other contact, department, escalation channel or EA representative I can contact about the appeal process itself?

My concern is no longer simply that my appeals were declined. It is that every appeal receives essentially the same generic response, regardless of the additional information I provide. Nothing in the responses addresses anything I actually wrote.

This makes it extremely difficult for me to believe that I am having a meaningful dialogue with anyone, especially when I am repeatedly told to “appeal again and provide additional information.”

I am genuinely trying to resolve this properly. I am not asking you to disclose evidence, overturn the sanction, or discuss my account here. I am simply asking:

Who can I speak to when the appeal process itself does not appear to provide any meaningful way to communicate with the reviewing team?

Customer Relations, Player Relations, Terms of Service, an escalation team — honestly, anyone appropriate. Even just the name of the correct department or channel would help.

I appreciate that you’ve taken the time to respond to me,EA_Darko​ . I’m just running out of doors to knock on.

Hey krybernat​ there is no other team that can assist.

The team uses templates for responses to appeals to ensure uniformity.

All appeals are independently reviewed by a member of the team and if an appeal is declined then it means they found evidence to support the action.

I know it's frustrating but there's nothing we can do here.

Darko

Ok. Thank you EA_Darko​ 

I give up. 

Happy to help krybernat​ 

Darko

I can say that I am in the same situation. I play with my 10-year-old son. We bought the game and play for fun. We have made a lot of coins by selling and buying players. He was building his team, and then suddenly we were blocked because we sold the same card 200–300 times. Suddenly there was a balance transfer msg , and my son cried all day because he had worked so hard on his team, and EA seems not to care.

I don't know how to explain to them that we didn't buy anything. I have written to them asking them to check the transactions, whatever they want. I would even give them access to the account so they can check everything.

This is a disaster. You pay for something, spend weeks building your team, and then you get blocked.