Why has my account been suspended?
Account suspensions are issued when our team has confirmed a violation of our Terms of Service following an investigation. Common reasons include the use of third-party software that modifies or automates gameplay, exploitation of in-game bugs or systems for personal gain, or real-money trading of accounts or items outside official channels.
When you contact our support team, we will tell you the category of violation and how long the suspension lasts.
How long will my suspension last?
Suspension length depends on the nature of the violation, the severity, and whether you have received previous suspensions. Some suspensions are temporary; others are permanent. Our support team will confirm the duration when they respond to your ticket.
Can I appeal my suspension?
Yes. If you believe your suspension was applied in error you have the right to appeal. To be eligible your appeal must meet the following conditions:
- Your appeal must be submitted within 6 months of the date our support team first informed you of the suspension reason
- Your appeal must state that you are disputing the suspension. You do not need to give a reason
- Your appeal must be submitted via a support ticket
How do I submit an appeal?
Reply to the support ticket in which our team told you about the suspension, and state that you are disputing it. Include your in-game name. Our team will confirm whether your appeal is eligible and route it for review.
What are valid grounds for an appeal?
An appeal can result in your suspension being overturned only in the following circumstances:
- The evidence used to reach the decision did not meet the required threshold
- The suspension was applied to the wrong account due to an error
- A technical error caused the suspension to be applied unintentionally
What are not valid grounds for an appeal?
The following are not considered valid grounds for overturning a suspension:
- Claiming you were unaware that the behavior violated our rules
- Claiming the behavior only occurred once
- Claiming another person was using your account without your knowledge
- Expressing that the suspension feels unfair without identifying a specific error in the decision
Who reviews my appeal?
Your appeal will be reviewed by a member of our support team who was not involved in the original suspension decision. This ensures the review is conducted independently.
How long will my appeal take?
We aim to respond to all appeals within 14 days of receiving a valid submission.
Can I appeal more than once?
Each suspension can be appealed once. A second appeal on the same suspension will only be accepted if you are able to provide genuinely new evidence that was not available at the time of your original appeal. A different argument or a more detailed version of your original argument does not constitute new evidence.
What happens if my appeal is denied?
If your appeal is denied the suspension remains in place. Customer Support will not be able to continue discussing this matter.
What if I think my account was accessed by someone else?
Keep your login details private and do not share your account with anyone. If you notice any unauthorized access, change your password and contact our support team right away. A claim that someone else used your account, raised only after a suspension, is not by itself enough to overturn the suspension.