You are now connected to Rans from Amazon.com.
Me [13:28:26] : Issue: Lost Ark - Account: Something Else
Rans [13:28:44] : Hello, my name is Rans. I'm here to help you today. ARe you contacting about Lost Ark or New World?
Me [13:28:57] : Hi, Lost Ark.
Rans [13:29:18] : How can I help you <my IRL name here>? :)
Me [13:29:59] : So I've been playing this game every day, and I just tried to log in, and it says I've been banned for cheating! :(
Me [13:30:24] : I've submitted a web ticket, but when can I expect to hear back? And, how can I prove that I haven't been?
Me [13:31:34] : I've been waiting for this game for years, I've bought all the packs.. I've been, and still am, a huge fan of the game... Its just really depressing that after all this time, and after all the queues in EUC, I switched to EUW, and now I still can't play!
Me [13:32:18] : I've been playing every day with my wife.. she just tried logging in and thankfully she isn't banned, but we've been constantly grouped! How have I been flagged for cheating? :(
Rans [13:33:04] : My apologies that you are experiencing such issue. This is not the experience I want you to have. As of now , You've already did the right thing to do which is to submit a web ticket. You can wait for a reply from your email. As much as I want to check the status on your appeal on my end, I don't have any access or control when it comes to reporting a player and appealing a ban.
Me [13:36:06] : Do you have any insight on how these reports work? Like, have I been mass reported or something? ...It's crazy that, it's my first game that I've been truly active with forums and reporting players ingame that have been botting, advertising, or offensive - and after all that I'm the one hit with a ban.
Me [13:36:43] : Is there a rough estimate on how long appeals take? I'm also lowkey freaking out, as how do I appeal/prove that I haven't been cheating?
Rans [13:37:17] : The ban appeals and reporting a player can only be done through this link
Rans [13:37:54] : https://www.amazongames.com/en-us/suppo...(See full link)
Rans [13:38:06] : https://www.amazongames.com/en-us/suppo...(See full link)
Me [13:40:08] : So has someone went through the link and explicitly reported me?
Rans [13:41:23] : Yes .
Me [13:41:53] : I've spent like £500... and lost progress with a server change... I'm freaking out.
Me [13:42:26] : How long do I wait?
Rans [13:43:17] : That might be the case. As of now I don't have any information on why you got banned and when will your accountbe restored since I don't have any access to this matter.
Rans [13:43:37] : I highly suggest to keep on sending web ticket. through the link I've sent you
Me [13:44:05] : but it states "Submitting multiple appeals won't expedite the review of your ban. Additionally, you can only appeal a ban once."
Rans [13:46:31] : If that would be the case I highly suggest to post it on the forum page.
Rans [13:48:22] : Is there anything else I can help you with?
Me [13:49:03] : I just don't know what to do... I'm on forums and there are people saying similar things happen to them... and there is no help from support!
Rans [13:50:02] : When did your account got banned?
Me [13:50:34] : within the last 16 hours.
Me [13:50:50] : I logged off yesterday night, and I just tried logging in right now.
Rans [13:51:27] : What is the error code when logging in? there should be a reason why you got banned.
Me [13:51:52] : https://i.imgur.com/3mcY0Ey.jpeg
Me [13:52:16] : it says "Reason: Cheating"... but I have no idea how I could have cheated?
Me [13:52:25] : and how can I prove it?
Rans [13:52:31] : Sorry <my IRL name here> we can't see any picture at this platform.
Rans [13:53:04] : You can prove it by sending you screenshots in appealing a ban.
Me [13:53:08] : ok so there are 2 boxes. "Guide - Server authentication failed. Please try again. [10010]"
Me [13:53:53] : and "BANNED - Your account has been permanently banned. If you believe you recieved this penalty in error. you may appeal. Reason: Cheating Code of Conduct"
Me [13:54:22] : what screenshots can I use to appeal? I haven't been taking screenshots while I've been playing :(
Rans [13:56:56] : I really do understand your frustration <my IRL name here>.
Rans [13:57:23] : I understand your current situation specially based on what happened to your account. to be honest, I'm also playing the game and if I were been banned for no reason, I'll probably do the same thing as what your are doing right now.
Me [13:57:36] : I have a bunch of unique character names, is it possible that someone reported based on a unique name?
Rans [13:58:03] : May I know you character name?>
Me [13:58:22] : I've been playing on 2 characters... "<my character name here>" and "<my other character name here>"
Me [13:58:34] : "<my character name here>" has been my main.
Rans [13:59:06] : I don't think you got banned for naming policy.
Rans [13:59:37] : have you use cheat engines and forgot to close it before opening Lost Ark?
Me [13:59:56] : No I don't have anything like that
Rans [14:00:06] : I see
Rans [14:00:14] : I'll be happy to raise this issue to our developer in what you have experience to your account if this was due to a technical problem. rest assured we want to provide fair and just to all the players and one thing to maintain our community integrity especially in getting reports such as this.
Me [14:01:01] : I'm a developer professionally; so I do have typical dev tools installed, but nothing that would have interacted with the game
Rans [14:02:37] : let's just wait up until 24hours -72 hours and see if you can use your character back.
Me [14:03:37] : OK, I will wait, this is stress D:
Me [14:03:56] : Thanks for your help, is there a way I could contact you specifically again with this?
Rans [14:04:45] : Yes you can actually contact us however, I highly suggest to contact us through email.
Me [14:06:32] : Is there a way for me to contact you though?
Rans [14:08:49] : Unfortunately, It will be another agent who's gonna assist for your next contact.
Me [14:10:21] : Sorry to hear that, OK
Me [14:10:34] : Well I appreciate the help anyway, I'm going to stress out for the next 72 hours.
Me [14:10:49] : Would it be possible to take you up on that offer to escalate to a developer?
Me [14:11:43] : I read on the forum that someone in a similar situation speculates that he got banned for reporting a gold seller, as that flags as connecting with them... I have reported gold sellers too!
Rans [14:12:31] : I'm sorry but that is not possible.
Rans [14:14:10] : What I can only do for now is to raise this issue to our developer in what you have experience.
Me [14:14:40] : Yes please, anything!
Rans [14:15:37] : I'll make sure to do that. Please post your appeal on our forum page too. I hope you'll able to get back with your account.
Me [14:16:32] : Where would be appropriate to post this on the forum? I've been seeing moderators there state that it is not the place for such posts.
Rans [14:17:37] : I see. don't worry about that you are free to post in forum page it is also for them to notice our concerns
Me [14:19:27] : OK cool, so would you recommend "General Discussion"? https://forums.playlostark.com/c/genera...(See full link)
Rans [14:20:01] : I suggest this link
Rans [14:20:22] : https://www.amazongames.com/en-us/suppo...(See full link)
Rans [14:20:36] : https://forums.playlostark.com/c/game-f...(See full link)
Me [14:21:03] : OK cool thank you
Me [14:21:16] : Have a nice day
Rans [14:21:22] : It's my pleasure to help you today <my IRL name here> :)
Rans [14:21:28] : Have a nice day :)
Rans [14:21:49] : If you need further assistance, please contact us again. Once again thank you for contacting Amazon. Stay safe and have a good one.
Rans has left the conversation.