Hello, Madden Community.
Thank you for creating this topic, @DeuceQuattro24, I can't imagine the levels of concern you're going through with this while also recovering from ankle surgery. It doesn't sound easy and I hope what I can relay here can help reassure you and others experiencing this similar situation.
First I want to let you know this post reached multiple departments where we discussed where a break in communication took place leading to all the confusion here. We'll learn from these experiences to improve our systems and processes on the back-end to ensure it's easier for players to understand why these bans/suspensions take place and where to go to find a swift resolution to them.
Over the years I've been at EA we've seen bans go out in waves (this is a common practice within the gaming industry in general), but there have been a great deal of investment in improving our anti-cheating methods to ensure our games are played fairly and also driven by community feedback, thus we've seen more actions go out regularly now. I can tell you that working these forums over the past couple years, I've seen an increase in posts on how to dispute bans more often, because we're more on top of it regularly now. So do not be alarmed we are out there banning more players, it's just done in a more efficient way now.
What happened in this scenario is that the emails notifying players of an action were delayed, so for those that responded within the last 24 hours uncertain as to why they are no longer able to play, please check your email now as there should be a response from our Terms of Service team. If you can't find it in your inbox, double-check your junk, spam, or promotion folder for your email provider. Sometimes they are filtered there depending on an individuals email preferences.
"I'm not sure why I was banned."
We have information on the rules for Madden NFL here: https://help.ea.com/en-us/help/madden/madden-know-the-rules/
While it's rare, there can be false positives where an individual's account was incorrectly actioned. Our Terms of Service team will manually review these cases by hand to ensure the action was authentic, otherwise they will look into overturning actions if they find discrepancies. I know it's not easy to wait several days, or even beyond a week for an answer to your case, however depending on the volume of cases their department is receiving at a given time we can only ask for your patience while they hand review them. It's important to learn why an account may have been actioned incorrectly so they can help avoid that going forward with system improvements.
To dispute your action with our Terms of Service team, please visit here: https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/
Please let us know if you have any questions. Our Support teams can always pull up your account if you have any issues accessing our games and help make any changes to it, however they are unable to overturn bans or suspensions. Only our Terms of Service team can.
Lastly for @DeuceQuattro24, when an action is overturned it's possible you'll still see a message about being banned even though it was overturned, but that should only appear once. If you back out of Madden and return it should be gone. We apologize if that lead to any additional frustration and confusion on top of what you initially experienced.
