71 replies to this topic

[smokemcaroni]

Hello there forum,

My name is Gino. Sadly, on January 22, 2013 my Diablo 3 account got banned. Blizzard claimed that I was using a bot or a hacking tool. I wrote them a ticket and even called them multiple times still no avail.

I am not typing this to ask for any sympathy, I am not asking you to believe me that I am innocent. All I need is an advice and help. I know I am innocent. I have not used any software that can bot nor hack.

What's trouble some is , Blizzard will not tell me what triggered their counter measure so I could check weather I have it.

Here's what I have told them on my last ticket.

-----------------------------------

Hi,

I know that I will receive the same answer as yesterday about this issue but please hear me out. Please take time to read my appeal. I know the ban is still going to be in place after this, but please take time to read this. Hear me out, please.

Before reading my whole story, please think for one moment that I am an innocent player, just for once please think that I am innocent.

Your team has claimed that I used a hacking/botting software that's why I got banned. If you look at the game account, compare it to the ones that's actually botted, it is incomparable. Considering the items , gold that I have, the level I am in, and the amount of time that I was logged in. Check the account's auction house. All of my gear came from the auction, the Gold was bought using the RMAH.

With that aside, please consider checking out my system. You did mentioned about a third party software being used.
Here's my system specs and peripherals.
Intel i7 3770k, 16gb ram, GTX 680, Gigabyte Z77 UD5H, 4TB HDD, Corsair K90 Keyboard, MLG Sensei mouse .

Consider all the drivers associated with those specs.

Here are the software running for the past week on my system.
1. Nod 32
2. ZoneAlarm
3. VLC
4. utorrent.
5. Corsair Vengeance K90, and 1500(headset) application.
6. Cisco
7. Synergy 1.3.1 ( connects my laptop to my pc )
8. Guild Wars 2
9. Diablo 3
10. Netflix
11. Recentral by Avermedia Live Gamer HD.
12. FRAPS.
13. Western Digital NAS

Please have a look if one of them got flagged by your counter measure.

Since I am using an Avermedia Live Gamer HD to record my games,I have used it's audio source to capture the game audio. (I dont think that this is hacking the game) My Stereo Mix is enable to capture both my headset microphone , and the speakers at the same time.

I swear to the Heavens that this is all that I did. I have not done anything wrong. and I know that I am innocent. please take time to review what is going on. Please help me.
------

I have wrote them 5 tickets.. but still no avail

The only thing that i can think of is my Avermedia live gamer HD or the Synergy... I feel shocked that I am lost and cannot be helped at all. I did not hack the game. nor Bot it.

I have to admit I have bought $90 worth of gold using the RMAH.

Any advice? I feel sad and shocked that this could even happen

I can't even post of their forums now because I am banned.

Thank you,
Gino

Edited by smokemcaroni, 24 January 2013 - 05:30 PM.

[misiceman]

My main suggestion will be to actually call them (especially if they have a toll free in your region). Tickets just take a while to be processed and getting them on the phone is normally faster.

Be polite, patient  and if it is a false positive it will get fixed. Mention the tickets and just have all your information with you.

[KalikooJack]

hmm, I have already read couple of these topics in a few days...

If you are innocent, you should write a ticket every time blizzard closes one. When you complain enough, they will investigate this further and you will get your account unbanned.

[smokemcaroni]

I actually called them multiple times, and even talked to a supervisor. I was polite. (im ashamed to say this, I even shed a tear) they keep on telling to file a ticket.

I live in canada and called in the 1800 number.

It's really hard to defend yourself.

And posting this on forums all I got are troll answers.



Thank you for the suggestion tho.

[Jamoose]

You can't call them regarding account banning issues. It clearly says that you may only write them a ticket. i say don't give up, if you are really innocent. Keep writing tickets. If you are not innocent then give up since it wont work.

[DAngel7]

I've seen several people getting banned, and after they explained the situation, they got unbanned (while being innocent).
However, Blizzard is saying they don't handle ban cases through the phone.
I don't know about live chat, but they launched that recently, and maybe that could be a fast way as well.

Best of luck!
I know the feeling of being innocent and getting banned for doing nothing, and I don't wish this upon anybody,

[smokemcaroni]

Thank you guys for the encouragement. I wont give up. I will try and post the results. I filed another ticket. Thank you!

[Nausicaa]

I was "banned" twice last month.

Both times this was cause by my ISP is using a DNS so that I randomly receive a new IP from time to time. Both times it was super easy to fix. Just follow the reset password ways in the email I received. But it shows that they are quick to ban (which I like) to stuff out of the ordinary.

Now since you didn't copy the Blizzard message you got, I'm just gonna assume it said something along the line of:
"using unauthorized 3rd party programs in conjunction with Diablo 3".

Which could be triggered as well, if someone hacked your account and ran it with a program they don't like... like a bot.

So if you have a static or semi static IP you could always double check to see if your account was banned while "playing" on it's regular IP.

P.S. Buying gold on the RMAH isn't against the rules... it's sorta the reason they have it there in the first place ^^

P.P.S You shouldn't spam them with tickets about the same issue... that would just piss me off, if I was working with that. Don't send a new ticket unless the previous one has been closed or something like a lot of time has passed (3-4 working days).

Edited by Nausicaa, 24 January 2013 - 06:07 PM.

[smokemcaroni]

Nausicaa, on 24 January 2013 - 06:04 PM, said:

I was "banned" twice last month.

Both times this was cause by my ISP is using a DNS so that I randomly receive a new IP from time to time. Both times it was super easy to fix. Just follow the reset password ways in the email I received. But it shows that they are quick to ban (which I like) to stuff out of the ordinary.

Now since you didn't copy the Blizzard message you got, I'm just gonna assume it said something along the line of:
"using unauthorized 3rd party programs in conjunction with Diablo 3".

Which could be triggered as well, if someone hacked your account and ran it with a program they don't like... like a bot.

So if you have a static or semi static IP you could always double check to see if your account was banned while "playing" on it's regular IP.

P.S. Buying gold on the RMAH isn't against the rules... it's sorta the reason they have it there in the first place ^^

P.P.S You shouldn't spam them with tickets about the same issue... that would just piss me off, if I was working with that. Don't send a new ticket unless the previous one has been closed or something like a lot of time has passed (3-4 working days).

Hello, yes the email I received from them is about a "third party" usage. im not sure about my ISP changing my IP.

I only file a ticket when they have closed my previous one. I have filed my last ticket about 3 hours ago, and still haven't got any reply.

I will post the reply once they have responded.

sorry to hear that you were banned twice, but I am happy for you that you got your account back.

I hope and pray that I get mine again.

[Monkutare]

Auction house related bans are specified as such in the original e-mail so your RMAH related purchase has nothing to do with the action on your account.  I should know because I was temporarily banned when there was a very minor mismatch in my contact information on Battle.net and Paypal.  And there is a very specific set of instructions in the e-mail on how to challenge the suspension (appeals are handled by a specific group of service reps).

You didn't mention anything about your mouse.  Does it have additional software installed on your system which can also perform macros?  Having the software installed won't cause an issue.  1-to-1 actions also won't be an issue.  But if you happened to set up an action which can perform more than one action at the same time, that could set off the detection system.  Some folks have been able to get unbanned once they explained the situation and Blizzard looked further at the account in question (like if they suspect botting, an account will show so.me clear signs of that).  Another thing that helps is if you've never had an issue before.  They'll basically give you a pass.

While they do say all appeals need to be communicated electronically, most successful resolutions I know of have been via phone.  Most of the people that I've tried to help who were indeed innocent, we're unbanned once they talked to the right support rep.

BTW - I have to agree with Nausicaa.  Open one ticket only.  When a CSR responds to that ticket, it gets automatically closed.  You can easily re-open that same ticket again by responding to it.  Opening multiple tickets for the exact same issue is actually more detrimental.  The other reason you want to keep everything in one ticket is to keep all of the communications related to your issue in one place.  Different CSR's will be handling your ticket and it makes their job easier to find all the previous information which could help them resolve your situation.

[smokemcaroni]

Monkutare, on 24 January 2013 - 06:33 PM, said:

Auction house related bans are specified as such in the original e-mail so your RMAH related purchase has nothing to do with the action on your account.  I should know because I was temporarily banned when there was a very minor mismatch in my contact information on Battle.net and Paypal.  And there is a very specific set of instructions in the e-mail on how to challenge the suspension (appeals are handled by a specific group of service reps).

You didn't mention anything about your mouse.  Does it have additional software installed on your system which can also perform macros?  Having the software installed won't cause an issue.  1-to-1 actions also won't be an issue.  But if you happened to set up an action which can perform more than one action at the same time, that could set off the detection system.  Some folks have been able to get unbanned once they explained the situation and Blizzard looked further at the account in question (like if they suspect botting, an account will show so.me clear signs of that).  Another thing that helps is if you've never had an issue before.  They'll basically give you a pass.

While they do say all appeals need to be communicated electronically, most successful resolutions I know of have been via phone.  Most of the people that I've tried to help who were indeed innocent, we're unbanned once they talked to the right support rep.

BTW - I have to agree with Nausicaa.  Open one ticket only.  When a CSR responds to that ticket, it gets automatically closed.  You can easily re-open that same ticket again by responding to it.  Opening multiple tickets for the exact same issue is actually more detrimental.  The other reason you want to keep everything in one ticket is to keep all of the communications related to your issue in one place.  Different CSR's will be handling your ticket and it makes their job easier to find all the previous information which could help them resolve your situation.

Hello, Thank you for your reply. .

The mouse that I am using is a Sensei Mouse, It has no macro. so it's only 1 - 1 . But the DPS is set to super fast since the majority of my game are FPS'

I have opened, another ticket because whenever they closed a ticket, it's closed as resolved and there is no reply button anywhere. So I have no choice but to create a new one.

I have talked to a lot of phone reps and they did mentioned that they do not handle these kinds of issues over the phone. called in multiple times and pleaded, begged for an another review of the account.

All I know is this, It's a false positive situation. And till I get my account back, I am not going to give up. I'm just afraid that I will ran out explanation on how I played the game.

Thank you for the reply sir. I appreciate it.

Edited by smokemcaroni, 24 January 2013 - 08:49 PM.

[smokemcaroni]

this is what I got

Greetings,

This penalty has already been upheld.

Regards,

Blizzard Entertainment
http://battle.net/support

[smokemcaroni]

Should I just give up?

[zerObit]

No mate, keep writing tickets. Dont give up!

[smokemcaroni]

okay. I will not give up. I just hope they think outside the box. IMO warden has a bug that they dont want to admit. :(I feel robbed.

[smokemcaroni]

if I print screen my windows task manager and my task bar? and send it them, would that help??

[Furycrab]

smokemcaroni, on 24 January 2013 - 09:33 PM, said:

okay. I will not give up. I just hope they think outside the box. IMO warden has a bug that they dont want to admit. :(I feel robbed.

I highly doubt it, Blizzard bans in waves.


To the OP: How old was the account in question, what was your average play schedule in the week or so before you got banned, and how much variety was in your actual playing.

To me: it just sounds like you invested a hundred bucks into a quick account + enough gear to have a self sustaining bot, but you got caught before you could make your money back so now you are appealing just to try and get the account + gear back.

[killer625]

when blizzard bans innocent people, they unban them. if you are not unbanned... clear situation.

[smokemcaroni]

Furycrab, on 24 January 2013 - 11:04 PM, said:

smokemcaroni, on 24 January 2013 - 09:33 PM, said:

okay. I will not give up. I just hope they think outside the box. IMO warden has a bug that they dont want to admit. :(I feel robbed.

I highly doubt it, Blizzard bans in waves.


To the OP: How old was the account in question, what was your average play schedule in the week or so before you got banned, and how much variety was in your actual playing.

To me: it just sounds like you invested a hundred bucks into a quick account + enough gear to have a self sustaining bot, but you got caught before you could make your money back so now you are appealing just to try and get the account + gear back.

Last time I have played the game was back when it was released. and then stopped, then last week my colleagues played the game again and I decided to play. I had a barbarian, with no good gear, no legendaries, I was a bit jealous with Alkaizer, so I bought gold for both my Barbarian and Witch Doctor, bought gear for the WW build, which btw was super expensive.

Average gaming hours, I work during the day, and I play at night. So give or take about 3 - 5 hours every night, I party with my colleagues.

My main character is only paragon 19, and the rest are level 33 witch doctor and a 35 demon hunter.

I understand if you would think of it that way, I am not trying to convince you or anything, it's your opinion.

Edited by smokemcaroni, 24 January 2013 - 11:22 PM.

[KalikooJack]

smokemcaroni, on 24 January 2013 - 10:59 PM, said:

if I print screen my windows task manager and my task bar? and send it them, would that help??

Most certainly not. If you had used some third party software, you would ofcourse shut it down for the photo. Since calling is no go, only way is to write another ticket. You can try to gather some list of programs that is running when you play D3. They have information, what triggered the ban, but they cant tell that. But making a list could help you and maybe they re-evaluate your account.

I have a very bad feeling that since so many people have complained about these false alarms, real botters/cheaters (not saying you´re one) will try to sneak to the group telling the same as innocent. And maybe get unbanned their account.

EDIT: not saying a list of programs cant be out of your butt, but still I would make a list before picture.
EDIT2: Also try to tell as much as you can about your gaming sessions. When do you play, how much, with friends or solo etc...

Edited by KalikooJack, 24 January 2013 - 11:26 PM.