help! Her city that was banned without cheating.

@pcrnroo3 I play Sim City with my family. The city of my daughter was suddenly banned. My daughter is young, so I will write it.

Purchase enthusiasm from above with rewards for the contest (my wishes).
When the upgrade assignment is issued,I and my daughter were thinking of raising the disaster level.
During the struggling war, I wanted her to raise the disaster level as much as she could. Raised 2 consecutive disaster levels during the war.
My daughter's city was skipped to the quarantine server.


When I asked EA about the reason for BAN,
The EA told me:Illegal card level. you are in violation because the fraud detection program banned.
It seems that the system will ban if non-payers raise the card level continuously. The EA seems to rule out that the player banned in this system is a violator.

It's a system to eliminate cheats, but it's sad that ordinary players who continuously raise their card level will also be banned.


Below is an email excerpt from EA
-
Now coming to your issue regarding your account we have investigated this and confirmed that the game rules have been violated at your end in regards to the disaster card level in your city.

Unfortunately, we won't be able to move back your city to the normal server.
-
As already mentioned in our previous response we have cross-checked with our expert's and they have positively confirmed to us that you have broken the rules by hacking the game to get resources.

So please uninstall and reinstall the game, ensure that you install a version from a legitimate source, and start over using a brand-new social connection.
-
Let me share with you  we have checked with our team and they have confirmed that your city was in violation of Terms of Services due to which your city was banned. 

Unfortunately, we will not be able to provide and more information as we have shared the most possible with you. 

@pcrnroo3 maybe she has skills you dont know about. Seems they caught her doing something.

@Duckups Thank you for your reply.

I was watching my daughter playing sideways.
Immediately after raising two cards in a row, she was banned.
She is so young that she has no skills.

@Duckups Thank you for your reply.

The state of my daughter's town is not something we can quickly recover.

The SimCash she used in her city seems to be over 10,000.
Working as a parent and child, and taking the top spot in the contest, she earned SimCash. We can't get to the same state right away.

The level of "Zest from Above" has been raised for the second time in a row. She went from level 2 to level 4 in a row.

By the way, she had bought about 200 "Zest from Above" cards in several installments.
About 200 common cards. It is equivalent to about 3000 SimCash.

Although it is not the timing when BAN was done,
The level of the "Shield Buster" card that was being strengthened is 5.
About 110 rare cards. It is equivalent to about 6000 SimCash.

In addition, we have added various kinds of sim cash such as expansion items.
Even with my full support, it will take months to get the same situation. With a ban that we don't remember, we can't start over.

@pcrnroo3 Weird. So. My take is someone reported you. For what reason. I have no idea. They wont just ban someone outright. In many cases I wish they would when it comes to war.

Makes no sense to me. They feel they have a case. Sorry. Wish I knew what to tell ya

@Duckups Thank you for your reply.
This time is a mystery, isn't it?I considered the case of the report, but it seems different when I see the EA email.

I have contacted EA many times.
I said:Her city is not cheating. She just raised two cards in a row.
EA said:
I just checked with the Game Team and after investigating your daughter's city and her case history. It's positive that we would not be able to lift the ban from city.
Because she has used an unethical way to raise the level of the disaster card, after which the city was moved to naught island. Moreover, we have also examine our servers and no error to be found which can affect her city anyway.


Recently my daughter is depressed. She is also emotionally unstable. I want to do something

@pcrnroo3 It seems fine. Ea mae... can you help? If its because of cards. All new hackers wont be able to start again, which is good.

But if it hurts good players. Then... not so good.

@Duckups Thank you very much.
Your reply will help.

No matter how many times I contact EA, I get the same answer.
EA says. It means that BAN was violated.

I'm sure she's not cheating, so
I want EA to do a proper research.
But in my inquiry, EA does nothing.

If I can hear the objective opinions of many people here, I would like to present it to EA.

Does the card level in her city look normal? Or is it like a cheat?
I would be happy if other people would like to give me their opinions.