Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a paying customer of **********************, developers of the online game Guild Wars 2, since 2015. My account was recently banned on 22 Mar 2025, in what I feel is manifestly unfair and inappropriate. I attempted to resolve the issue through their official support system (Ticket ID: #********, to explain my circumstances and to at least be able to talk to anyone in their support team, but I have received no response for 3 weeks now.This lack of communication and sudden loss of access to paid content is unacceptable. It's pretty demoralising and hurtful to be suddenly cut off from a form of emotional support that has been my go-to comfort for close to 10 years, which is all the more worst because I've been relying on this game to tide me through my chronic injuries.I would sincerely request your help to get ArenaNet to review the ban, provide justification, and offer a path to resolution. I have been upfront that my actions may have been worthy of punishment, but I disagree with the extent and degree which I am being subject to.

  Business Response

  Date: 04/15/2025

  Hello,
  
  Thank you for reaching out to ArenaNet with your inquiry. We have thoroughly reviewed your case (Ticket #*******) and found that your account was observed using macros and/or auto-casting abilities to farm without input from the account owner. It is stipulated in our policy on unattended gameplay, and our Code of Conduct, that any form of automated farming is forbidden, no matter the reason. Because your account was observed doing this, and it was your third offense, the account has been closed.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23200915
  
  I am rejecting this response because:

  I know I got banned for AFK farming. Words cannot say how ashamed and terribly remorseful I am for this, but please just hear me out.
  
  On that Saturday, I finished my WvW dailies and decided to farm some NPCs at Blazeridge Steppes. I set up my character, then went to get a glass of water. As I was returning from the kitchen, my cat vomited all over the place, and so I had to clean it up and make sure she was ok. I was gone for maybe ***** minutes max, and just as I returned I saw my screen flicker and got the notification message that I got disconnected. It was only the next day that I found out that what I assumed was a server issue due to my VPN was actually a permanent ban. 

  To give more context, I have a torn wrist ligament and suffer from chronic tendonitis on both hands, hence I'm not able to play the game normally. I ended up using an auto button presser to help farm in the game. Usually I'm sitting right there, sorting my inventory or chatting with friends. If you check the account log, I've been really disciplined about not AFK farming (ever since I was warned about it over a year ago). While I understand the detection system flagged my account for automated activity, I want to assure you that I was present at my computer for the vast majority of the time. My actions, immature as they were, were not malicious at all, nor did I intend to affect the larger GW2 community in any way.

  I am a long-time, dedicated player of Guild Wars 2 and deeply value the community and the game. I have invested significant time and effort into my account (I maxed out my daily achievement points!) and would be truly devastated to lose it permanently. I am an advocate for ***, both in and out of game. I've bought every single expansion, and I've even gone to the extent of buying a VPN just so I can play on stable ping with my friends in WvW.
  
  I would really deeply appreciate it if I could be offered one final chance. This game has been my go-to comfort for close to 10 years. I understand and acknowledge the seriousness of this violation, and I sincerely apologize for my actions and my sheer stupidity. I agree that I deserve to be punished, but I can only request for some leniency in mitigating the extent of my punishment. If required, Im willing to serve a direct financial penalty as well.
  
  I sincerely hope you will reconsider my case and grant me the opportunity to return to the game. I am truly sorry for any inconvenience or disruption my actions may have caused. I value my Guild Wars 2 account and the community, and I promise to be a responsible and respectful player in the future.

  Please, I'm humbly asking for forgiveness and mercy here. Or at least someone to talk to. I really miss this game and the community, and I've been unable to reach out to anyone for help. I know it's supposedly my third time but I want to clarify while the 1st two incidences were really deserved, ever since then I have avoided being AFK. I'm ALWAYS at my keyboard. I just stepped away for the moment. Anet's own Code of Conduct mentioned that given a long period of time, past marks will be removed from my account. It has been over a year since my past mistakes, so I'm hoping for some leniency. A straight up permanent ban without warning feels really uncalled for (I genuinely thought I was being hacked).

  Thank you for your time and consideration.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint about losing virtual goods (in 2024-03-20) in Guild Wars 2 (a game published by ArenaNet LLC): two legendary weapons (Bolt and The Predator), 300 gold, and 150 Mystic Coins. These were traded in-game for a Chak Infusion (also virtual goods), with no real-world currency or third-party involvement. However, the other players account was banned before our trade concluded, causing me to lose my items despite following all terms. ArenaNet support denied restoration of my items, citing possible harm to the in-game economy. I have uploaded a document which contains the assessment I've made of their user agreements showing restoration of pre-existing items won't introduce new assets or harm the economy, which justifies my claim for item restoration. I sent the text to support after they cited harm to the in-game economy, but received no reply yet. I refuted this based on the User Agreement and Virtual Goods Terms: Section 1.4.3 (ArenaNets Control Over Virtual Goods): ArenaNet can restore items. Mine were lost through no fault of my own. My loss was caused by an unrelated account action. Section 1.3.2 (Fair Treatment and Negative Impact): Changes to virtual goods should not negatively affect users without prior notice. Section 1.4.4 (No Third-Party Involvement): My trade was entirely within the game, documented, and did not violate policy. Sections 5.1 and 5.2 (Dispute Resolution): I seek informal resolution before arbitration, per the agreement. I contacted support (recent ticket ID is *******, older is *******), provided photos, videos & chat logs to prove my innocence. I request ticket escalation to higher support levels as I believe ArenaNets decision contradicts its terms and consumer protection law. I'm a loyal Guild Wars 2 player and hope ArenaNet fairly address this issue. I'm considering the agreements formal dispute resolution process. Thank you for your attention; I remain open to any further steps needed to resolve this matter amicably.

  Business Response

  Date: 02/28/2025

  Hello,
  
  Thank you for contacting us about your recent interaction with the ArenaNet support team. As we discussed in your tickets (******* and *******), we are unable to assist players who engage in private transactions and must reiterate that we are unable to fulfill your request.
  
  While we understand your frustration given the situation, private transactions with players involved in activities that violate our terms always come with a risk. This is why we recommend that you use the ************ as it was created to alleviate issues such as this. 

  Thank you for your understanding.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22998426

  Thank you for your response. However, I reject this response and I must express my continued concern regarding the handling of my case. If private trades and interactions are not recommended, why does the game include a mail function that facilitates such exchanges? I understand that support is handling a high volume of requests, but I am unsure if my case (including the documents I've uploaded) has been fully read and assessed. I respectfully request that this matter be escalated to the highest support levels for a thorough review. I sincerely hope that the case is given the careful consideration it deserves, taking into account the significant time and effort I have invested in obtaining these items. Losing them due to an external account action, over which I had no control, feels deeply unfair. Additionally, I would appreciate a direct response to the specific policy-based claims I have made, as outlined in my previous messages. If we are unable to resolve this amicably, I would like guidance on how to initiate binding arbitration, as per the User Agreement. Please provide the necessary steps for me to proceed with this option should it be required. I have provided clear references to the User Agreement and Virtual Goods Terms to justify my claim, yet my key arguments remain unaddressed. My primary concern is this: why should an unrelated account action negatively impact an innocent player? I have not violated any terms, nor have I caused harm to the game or any other player. Despite this, I have received no clear grounds for the denial of my request, nor has there been any attempt to explore a possible resolution. Thank you for your time, and I truly appreciate any further effort to re-evaluate my case

  Best regards.

• Initial Complaint

  Date:11/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My GuildWars2 account was hacked a few years back. I was able to regain access to said account but lost access again mid 2024. I again recovered the account and was able to use it for a few hours. The following day, I received this message:"This email is to notify you that the account in concern has been terminated.This has occurred due to multiple persons contacting the support team and being able to provide the necessary account verification information to claim access to the account. Once an account has entered this stage, the account is no longer supportable because the account can no longer be secured. In short, the integrity of the account and its login information has been compromised beyond recovery."After this message on August 17, I no longer received any form of communication from Arenanet. I have sent multiple tickets (#*******, *******, *******, *******, *******) and emails asking for an explanation and to elevate the issue to a senior person but I received no response. Completely left in the ********* are my primary issues here. 1. My account was secured with 2FA yet support easily removed it which defeats the purpose of having it in the first place. 2. I have already recovered this account after the first hacking incident proving that the account is indeed mine. This should negate any other individuals claim of account ownership as I have sent them undeniable proof TWICE.3. The lack of communication from the support team when asked for a response or action request.Similar incidents have occurred before. One instance happened to ***** **** (a former Arenanet employee) and more recently to a prominent and well known PvP player. I ran a large guild and streamed this game as well. Which once again, easily proves my ownership of the account yet all of these factors are being completely disregarded. I am a US Navy Veteran and have only accessed my Guild Wars 2 account in the *********** as I have been staying here for the past decade.

  Business Response

  Date: 11/25/2024

  Hello,
  
  Thank you for contacting us about your Guild Wars 2 account. After reviewing the account, it was determined that multiple players were able to provide the necessary account verification information to claim access to the account. When this happens, and multiple people can claim ownership by providing accurate information about the account, it can no longer be secured as the information has been compromised and is no longer recoverable. This was reviewed by multiple members of the support team, including supervisors, and the decision was made to close the account. The Support team notified you of this decision in Ticket #******* and informed you that no additional reviews or appeals would be considered. While I understand your frustration, we will be unable to reopen your account due to the reasons stated above.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22598874
  
  I am rejecting this response because: Once again, I have stated in those tickets that this is unacceptable. The account was already proven mine twice which as stated, should negate any sort of claims of account ownership. How about reading my actual emails and messages instead of these template answers? This would not have been an issue at all if it wasn't so easy to bypass your "security" in place. As I have stated in the tickets as well, what proof is on par or better than me holding my ID with my name on it? The same name attached to said account since its inception. You have video proof of me scrolling though my email with receipts and confirmations from Arenanet for years back along with Twitch vods. I even offered to send you my recordings for *** runs. Do not pretend that you have the slightest idea of how I feel so save your pity for someone else. It's proven to be MY account. And it was compromised because of YOUR flawed recovery system. So why am I the one being punished for you systems incompetence? I am willing to compromise here as I do understand certain aspects of this from Arenanet's side. But I can't and will not just leave this issue to be swept under the rug like it was nothing.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been playing Guild Wars 2, the game that is published by ArenaNet LLC, for over 3 years. During this time, they have periodically permanently closed the account without further notice, despite never having evidence of any infarctions on the account. The last incident was well over 1 year ago and the account was returned to me. In total, the account has been unbanned on multiple occasions, which were always deemed due to security sweeps. However, this has happened yet again and I am hoping a senior GM/supervisor directly looks into the account, which upon inspection I am hopeful the account will be returned to me again. I am beyond frustrated with the support process in this regard. They will have the evidence I have sent to their support. I wish to reiterate that I am not blaming any parties involved. I am a player with an account that is over 10 years old, and these instances did not start becoming an issue until only a few years ago and each time there has been no evidence of bad faith or malicious behaviors tied to the account, but I do formally request that a supervisor does a deep investigation (just like the last several times). As the pattern has always been in my favor, I hope this does not cause any further infarctions to the account.

  Business Response

  Date: 11/14/2024

  Hello,
  
  Thank you for reaching out to ArenaNet regarding your recent ticket - *******. After an extensive investigation, we found your account to be in direct association through multiple avenues to accounts that were found to be in violation of our user agreement, and that your account benefited from these associations. Because of this, your account has been permanently closed.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22554553
  
  I am rejecting this response because:
  

  I am unable to determine your investigation into this matter, as players are allowed to utilize the in-game mail and trading post. Consequently, as a player, I am unable to determine accounts which are outside of my control via trades. This would not be an issue if it were not for the multiple false flags you have placed on this numerous times over the past. Again, I would like a senior ** to directly contact me through the active support ticket in this investigation. 

  I appreciate your willingness to further address this issue. 

  Business Response

  Date: 12/03/2024

  Hello,
  
  As requested, I am a CS Lead and have thoroughly reviewed your case. As we have previously explained, our decision to close this account is final due to the association with multiple accounts that were found to be in violation of our user agreement. The frequency of these violations has resulted in the closure of all associated accounts, and will not be considered for further appeal. A refund was issued for Order ID ****************** and O20240821796201093 on November 14, 2024.

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My guild wars 2 game account has been blocked for security reasons. I have been playing this game fondly for 10 years. I was kicked out of the game 5 days ago and started getting this error. I have 2 accounts and I get the same error in both. When I open a new account and want to connect to the game, I get the same error. I emailed the support team. We reviewed this account and found that it participated in or was directly associated with high-risk or malicious behavior, they said. I had been playing for 10 years without any problems. I thought about what I could have done maliciously. I never used cheats in the game. I never swore or insulted. I always tried to be helpful and polite. Maybe there is a problem with VPN usage or my IP address. Maybe gifts I send to my friends via email. I do not know why. Because they don't tell me my crime. That's why I got banned. I cannot object. It is very sad that my 10 years of effort was destroyed without knowing the reason.

  Business Response

  Date: 05/28/2024

  Hello,

  Thank you for contacting us about your recent ticket (Ticket #*******) regarding your account closures. We have thoroughly reviewed the accounts and found that it engaged in behavior that is a violation of our User Rules by participating in high risk or malicious behavior. Because this has been reviewed, and upheld, our decision to close the account is final.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21760964
  I am rejecting this response because:one last letter
  Hello. Thank you for your answer. But the problem is that, after opening a new account, I have the same problem without ever entering the game. When I ask you about this, you still tell me that you have violated the game rules. Could you please tell me, how can an account that has never entered the game violate the game rules? Also, as a player who has not received any warnings for 10 years and has never violated the game rules, isn't this decision too harsh? Maybe I could have received a warning. Or I could have been banned for a limited time since it was my first violation? I can't even object to you. Because I don't know why I was banned. Game Did you interpret the golds I sent to my main account and my friends via the in-mail function as an RMT crime? Since I am a software developer, I sometimes do website design work. Maybe my IP address or internet connection is blocked by your security. I was usually doing mob farming in the game. I sold the materials I obtained on the trading post. I was saving gold. Did you come to the conclusion that I earned these materials by cheating? I never used cheating. These are the things that come to my mind. Anyway, this is my last e-mail to you. I apologize for bothering you with the e-mails I have sent so far. I loved playing GW2. I wish there was a more fair solution. If only it could happen. Even if you don't unban me, I apologize for violating the game rules. Good work, goodbye
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:05/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's been more than a year since you banned me from the game without no reason. I am still looking forward to hear more from you as there was no reason to get banned, I never acted against the terms of service.My account name is ****************************** and the account is registered to ***************************** I have been sending more than 20 e-mails for your customer support, and nothing has been replied by you so far. I just want an explanation why I got banned. During that time, I had some problem within my neighborhood and the dynamic ip changed more than the regular cycle. It was out of my hand. It's been more than a year and you are still rejecting my tickets and my requests. I would like to get unbanned and want to play with my friends again.Thank you in advance!

  Business Response

  Date: 05/13/2024

  Hello,
  
  Thank you for contacting us about your Guild Wars 2 account. After reviewing your most recent ticket #*******, we have confirmed our initial findings that you participated in, or were directly associated to, malicious behavior in-game. Because our decision is final, this account has been closed and is ineligible to be reopened.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21695194
  
  I am rejecting this response because:
  

  You are still replying with automated messages. At least I need an explanation about the malicious behaviour. How come you act in this way? I have never involved in any third party tools and other activities. Please escalate this issue to the senior GM. I want to read an answer that is not automated reply. Thanks

  
  Sincerely,
  
  Meri Uzyn

  Business Response

  Date: 05/16/2024

  Hello,
  
  As we have consistently advised you in the past, your account was found participating in behavior that violates our rules. While we cannot discuss our investigation methods, your account has been thoroughly reviewed and our decision to close it is final. Any further replies or additional tickets regarding this account may not receive a response.

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I tell you about my case in January I sent several tickets because all the tickets that a support person called ****** sent me closed them, his answers were a copy and paste, after sending a ticket asking for an explanation and/or help because I knew that I had not done anything wrong in ticket #*******, ****** responded first with his copy and paste and then another person responded saying that he would resolve my case and explaining that it had been due to a regular account review that my account was blocked , removed and eliminated the block again, being able to access my account, and now since April 4th the same thing happened again, and again ****** has been responding to me the same thing, and I have had to create new emails to continue sending a ticket since They close them and it says "in the future the following tickets will not be answered" more than a complaint I want a solution, I am a player who has been playing for 5 years and I spend my time on CM fractals, a bit of EoD meta events and a lot of content wvw and I don't understand what malicious thing I could have done to get my account blocked again, is it again an error and they don't want to give me a solution? I await a concrete answer please, if I had done something wrong I would not be claiming so much on my own since it is the only one I have.If you need the other emails from which I sent tickets so that you can verify that I am the same person or the ## of tickets, I can provide them

  Business Response

  Date: 04/15/2024

  Hello,
  
  Thank you for contacting us about your Guild Wars 2 account. After reviewing your ticket history, it looks like we are actively communicating with you about next steps needed to continue with assistance. As mentioned in Ticket #*******, we have requested any screenshots of conversations you had regarding recent wealth transfers to/from your account, specifically from events which took place on February 11 and April 4. In order to continue with assistance, please provide the information requested by our agents so we can continue to further investigate your appeal.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21576573
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  I am trying to gather the evidence since as you can understand, they are chats within the game, or when playing a raid or strike or zerg in wvw a group call is used through discord, that is why I am gathering my colleagues to send a ticket as well as proof that they are gifts and exchange, only since I don't have an account it is very difficult to find them and that is if they are not also blocked, Eisfor I have managed to contact and sent your ticket days ago to which they have not responded

  Customer Answer

  Date: 05/02/2024

  Hello, I am sending a complaint again, to indicate that I have already sent the tests, I delayed trying to contact the contacts that I gave away and exchanged, since since I do not have the knowledge that doing something like this could be considered prohibited (ask several users before and they told me that they also gave or exchanged without having any problem). I just want to inform you that I already sent the tests but it was generated as a new ticket which is #******* or #*******, and I am waiting for a satisfactory response about my account that has spent a month trying to recover it,I also sent the tests here. thank you

  Business Response

  Date: 05/13/2024

  Hello,
  
  Thank you for contacting us about your Guild Wars 2 account. After reviewing your ticket history further, including the additional information you've provided, our decision to close your account has been upheld. The information you provided took place after the account had already been suspended, which doesn't provide us with the evidence we requested. If you're able to provide us with any evidence of conversations that took place prior to the items being sent to the other players, we can review your appeal further.

  Customer Answer

  Date: 05/19/2024

  Well, here I send all the evidence that I was able to collect, thanks to my other colleague who provided me with the capture with the date of the video of the draw that took place and you see that it is not a sale, nor the gift, even the ticket control but never They responded to him, there is only the person he was going to exchange with but he is missing on discord and in the game.
  
  only lets me upload 5 images, where can I send the rest?

  Customer Answer

  Date: 05/19/2024

  I send the rest here, I don't know if they also want me to send it as a ticket to the game support

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21576573
  
  I am rejecting this response because: Find and send the evidence they request, it would have been clearer that they wanted evidence from before and not after the incident.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/23/2024

  I really don't know what's going on with the support, I spent almost the entire month collecting evidence, I had to ask several clanmates to let them know if other people entered the game, but only one appeared and then he also disappeared, I I have played this game since 2018, I never did anything wrong, and this year, without prior notice in January, they gave me a block, which they then said was a mistake and they didn't even say they were sorry or compensation, I was unable to play for ***** days play, and now again on April 4 the same thing happens but this time it was because in your record it appears that I sent 3 high value items to players without obtaining anything, I already sent them the proofs and specified that they were a gift, exchange and raffle, I have sent the proof of the chat that was a gift, including the part where they ask that it be conversations from days before, I sent what they requested, the conversation through discord where I ask them what item they would like to receive, the raffle I also sent, both tests and the video where the text clearly says that he was the winner by coming in first place, and the conversation on discord where he agreed with the friend who organized the draw, the only proof that I have not been able to provide is the exchange of what my item was for another item of equal value. which was a voice chat on discord while we were doing a full clear of the raid, unfortunately I have not been able to find the person in question, I have not even entered the game for many days since I sent him my part of the exchange, I have been here for more than 5 For years playing and loving your game, the only thing I ask is that you review my case, I have not done anything that violates your rules, I have always played outside of what it dictates, always waiting for new content, and that is all I want, continue with my adventure in tyria enjoying the game, trying to get as much as possible for my account, please help is all I ask of you arenanet, as one of its players

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accounts were blocked due to security purposes, CS refuse to work with me , Not allowing any room of error. I have been playing this games for more than 11 years and suddenly all my accounts were banned without a valid explanation and just a bunch of copy and paste like others has experience. Ask to escalated the matter to a supervisor but email were just ignore, It just really stressfull when you have spending years on something for non-monetary gain and solely for looking to some connection to the world then suddenly they took it away. There were accounts that were unbanned after live streaming their duplicated items and it was very confusing , It was very strange after the discussion i make with people in game and all of sudden my account was banned for secruity purposes.

  Business Response

  Date: 04/15/2024

  Hello,
  
  Thank you for contacting us regarding your ArenaNet account. After further review, we have confirmed our initial findings that your account was found participating in, or directly associated to, high risk or malicious behavior in violation of our Rules of Service. The decision to close this account is final. 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21542254
  
  I am rejecting this response because: These warning can be ****** up by using vpn and generate automatically. 

  I am herewith a bunch of discord conversation with a hacker ( at the time I didn't know he was a hacker until ***** post from reddit make me start suspecting) attached.
  A letter regarding my accounts with anet were all banned due to a bunch of recent events, where I got misleaded by *******/Hacker.
  
  In Mid Nov I share the account ******************* to a member from guild WvW that  named himself "MAW" (Together we are unbreakable)[WvW]
  At the time i didnt know he was scammer/hacker so i lend him an alt account to play with our guild for cross region content, As WvW timezone population are heavily imbalanced especially in SEA and ** time.
  
  PLEASE SEE ATTACHMENT 0-27  (Discord private conversation between me and maw)
  
  The alt account was rarely used, which lead to emails are not reviewed for months, 99% of the time I am on my Main account.
  It is my responsibility to protect myself, initially I shared the in game account which password was different from its email (and all my other password is different) and though it would be safe enough until it was too late.
  On the 27th of Nov , I have sent an email to ask from my alt to get a revert on server change but it has been turn down because the world is Full at the time then "MAW" transfer my alt to the link server instead.
  
  12th Dec My alt was banned (refer to discord screencap),  I should never trusted "MAW" as he claimed it was an VPN secruity block and he has never experienced such manner and it was only a 3 day suspension so I didn't dig into it,
  therefore i do not know the exact reason why the account was suspend , I also pass on the alt email password to "MAW" after my alt been block  and told him to handle it himself  with customer support . which lead to another huge mistake with totally lack of attention to details.
  
  I was expected to lose the account after discover the post on reddit (******************************************************************************************************) ,
  
  where orlun talk about toker account and at the time i had no clue what was going on , so i start dig into it out of my personal interest. It turns out "MAW" is the person they are accusing and i immediately ask "MAW" on discord about the incident
  (Please see attachement).
  
  WHY DO I TRUST HIM AT FIRST
  
  I am playing the game with an open attitude and assume people were nice all around , especially if he was part of the guild, ( I did not invite him into the guild) and I meet him in the guild. 
  "Maw" happen to show me on discord stream , a video of him playing on an account full of gizmo with his name "Mawhealth.xxxx" on it, which i has no idea it was a stolen account and wrongfully believe it was his,
  "Maw" told me it was an ** account and I dont really know much about it. Therefore i DO NOT know "MAW" is a flagged hot potato from anet since he social engineer toker account (from reddit post) and which could potentially create a dieaster for myself.
  
  After about 20 days the alt account has been blocked again, I just send the account detail via my main email ***************** / my personal email since 2008, Which "MAW" has never has access to and I did not know I have to use the gaming account email to contact support
  to lift the suspension to avoid confusion as long as i got the right account details, as i assume it might just be an VPN security issue and it has happen to a lot of Taiwanese player in the previous years.
  
  "Maw" claim that because he used the word "******" and got my alt banned on the 12th Dec and i wrongfully believe him AGAIN. I was naive that I couldnt tell he was lying to me and attempted to ask me to help him make an appeal 
  as i havnt really though about it deeply.
  
  I didnt get banned at the same time as my alt did, So Im again not sure if it was an VPN caught by system or it was something way way more seriours. 
  
  However 2 months later my main is banned after I tried to log in to gw2 website to send ticket asking about some pve legendary erase item and then proceed of banned without any notice. I haven't read about the email from my alt prior my main was suspended. 
  and it was this time im in deep trouble and hope anet can overlook my problem and solve this with me.
  
  During August 2020, I have contact support to talk about connectivities issue, followed their instruction but sadly no improvement on connection and constantly hit up to 4k ping in 2020, so i then start using MUDFISH VPN in order to get a lower and steadier ping ever since.
  
  ------------------------------------------------------------------------------------------------------------------
  
  A little extra to proof im not "MAW"  
  
  1. I go by the name bcky in game for many years (since launch), which is my full name initials ***************** *********** (will send ID if needed). According to the ****** post, *** post his own ******* channel with a video playin on my alt account to show support his own ping issue,
  
  however I hav not experience major lag or Disconnection after using Mudfish vpn.
  
  2. The ******* channel Maw used is - ******************************************* (The same one he has provided in one of the support ticket) If you look carefully the keybind of the toon is different from my usual control, i dont change any key from 7-0 on the ********* skills and i played with free camera
  
  
  Me playin with ********* including "MAW" the 3rd voice in this video - **************************** , He able to post this unlisted video in OP discord in order to capped by devo , because i Shared it in WvW discord privately before "MAW" did.
  
  3. Myself also doesnt play Berzerker , im a few trick pony that only play a few class and here are some unlisted video from my own channel that i usually just share within OP and WvW communities - ******************************************* /
  Scrapperrrrrr (*******.com) / WvW vs GD (*******.com) 
  
  Im here in hope that **** can investigate throughly and give me a chance to play the game again for the mistake I have made.
  
  Thank you for reading
  
  

  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the course of 4 days I purchased digital goods with this company, my account was then locked out over false accusations and the company will not refund for goods I didnt and dont get to enjoy, yet Ive paid for them. This is a scam.Purchased Via Steam:Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: ******************* Transaction ID: *******************

  Business Response

  Date: 01/25/2024

  Hello,
  
  Thank you for reaching out regarding your recent Support Tickets - ******* and 9140845.
  
  As we previously informed you on January 24, ****, any purchases made via the Steam platform need to be addressed by Steam Support as they are the entity that processed your purchases. 
  
  As for your account being blocked, we found evidence that you participated in actions that violated our User Rules - namely, being involved in the transfer of a large sum of gold using the in-game mail function, which violates our rules against association with Real Money Traders. When asked for additional information about the transaction, you refused to cooperate. With this being the case, the account will remain closed pending any further information from you. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21193641
  
  I am rejecting this response because:
  
  Funds were transferred from my steam wallet to your company for access to content, days after receiving those funds you wrongfully terminated my access to purchased content with zero evidence your TOS was breached. Unless access to content is restored or evidence is provided that a contract was breached funds need to be refunded by your company back to my steam wallet, where I can transfer the funds back to my account.
  
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 01/26/2024

  Vendor corrected the situation. Please close out this complaint.

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False Deletion of account, Ticket numbers: ****** and *******, both were ignored and i had no help. I Shared my alt account with a friend i think he got banned it somehow got my main banned i want this looked into further

  Business Response

  Date: 01/08/2024

  Hello,
  
  As we previously advised you in the Support Tickets submitted, we have reviewed your accounts and found them participating in, or directly associated to, high risk or malicious behavior. When others are given access to your accounts, you are still responsible for any actions taken on those accounts. Due to these actions. these accounts have been closed and are ineligible to be reopened for any reason, under any circumstances. 
  
  The decision to close these accounts are final. As such, any further replies or new support tickets regarding this account or issue *** not receive a response.
  
  Regards,