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Wednesday 26 June 2013 - 13:39

Your Guild Wars 2 account has been terminated for modifying or tampering with the game (45:6:3:2198)

My support ticket after a sudden ban:
06/25/2013 05:49 PM - [Incident: 130625-003163]

Customer Florin wrote ...


I was in WvW when the game stopped and I received the following error code: 45:6:3:2198.

I didn't even looked at the GW2 installation folder since the 1st stress test, I have no idea what could trigger this game alteration message.

I am simply puzzled by this message and cannot think of anything that I could have done to trigger it. I am getting banned for something I didn't do, nor think about EVER doing (got quite a lot to loose actually).

My last in-game screenshot, 10 minutes prior to ban (made it to empathize my high amount of toughness gained by these class balance changes. Maybe it helps.

This account is very secured (128 bit password) I was not hacked and no one except myself have access to this PC. I haven't installed any new software in a while, I do however use a Logitech MX 510 mouse which has 4 additional buttons that are mapped to a 1 in-game action each (but this cannot be the issue since it's same mouse since 1st stress test I attended).

  1. Security programs installed: AVAST and Comodo Firewall.
  2. Recent action to game setup: I enabled/ticked aoe loot.

In the end I just want to add that I have about 8363 achievement points, I've been with the game since 1st stress test and never had any sort of issues, nor I've been involved in any warning/ account suspension. I've been putting a lot of effort in keeping this community alive and also advertising the game to who ever was listening to me.

At this point I am not sure what else I can do or say in my defense, thus I am waiting for your reply. I offer my full support in identifying the possible cause of this and hopefully prevent it from happening to other innocent players.

Response from GM Kenneth via Email 06/26/2013 07:17 AM
(copy/paste answer)

GM Kenneth wrote ...


Hello Florin,

Your Guild Wars 2 account was detected to be involved in the use of one or more disallowed third-party programs. While some programs are used for benign purposes, others are designed to cheat, exploit, or manipulate the game in an unacceptable manner.

The use of the specific program or programs associated with your account was determined to be a breach of the Guild Wars 2 User Agreement and the Rules of Conduct, both of which you accepted when creating your account. As a result of this breach, the account has been terminated.

We have complete confidence in our detection and in our decision to terminate the account. Therefore, we will not accept an appeal in relation to this account termination.

Regards,

GM Kenny G
Guild Wars 2 Support Team

My next reply:
6/26/2013 11:37 AM

Customer Florin wrote ...


While you are positive that your detection software is not wrong, I am also quite positive that I didn't do anything wrong. As I told you in previous reply i have over 8000 achievement points I am rank 50 in fotm since January and also I am a lvl 41 spvp rank (Ransaker). I also have money and a legendary, it doesn't make any sense to any reasonable person to CHEAT (no-reason-what-so-ever) Also to be accused of something I didn't do and get a permanent ban without giving them a reply with what program type are they accused of using, is beyond reasonable.

Please tell me in CONCRETE what am I accused of doing. This is outrageous, you are giving me a generic reply of using a so called 3rd party program and warrant that as a good enough answer to a permanent termination.

I want a real reply and not a generic answer, please think for half of nano second that I REALLY have no idea of what your speaking off!

Response from GM Kenneth via Email 06/26/2013 12:01 PM

GM Kenneth wrote ...
Hello Florin,

The decision to terminate the account is final. This decision has been thoroughly reviewed by our team, and we maintain absolute confidence in our conclusion. I am unable to provide you with any more detailed information regarding our detection methods. This information must remain confidential so that it is not used in the future to avoid cheat and exploit detection.

The account will remain permanently closed and is not eligible for reactivation under any circumstances.

Regards,

GM Kenny G
Guild Wars 2 Support Team


My last Reply:
06/26/2013 12:58 PM

Customer Florin wrote ...
I am not asking you to reveal your detection methods I am simply asking you to tell me what I was accused of doing using those 3rd party tools. Basically you are terminating with a click a very active account with over 3000 hours invested and you do not even tell the person what is he accused of doing.

I did not use any 3rd party tool nor tempered with the game client, and I cannot prove otherwise IF I don't even get a vague idea of what I was freaking accused of doing wrong. AGAIN, I don't care about the detection method I care to know what I was banned for (what was the advantage I supposedly gained).

This is beyond frustrating (specially since I am a lawyer) I cannot defend myself without knowing the facts or at least an idea of what I was accused of. I don't even want to know how many other accounts were terminated in this manner nor how many falsely accused players weren't provided with the means to at least defend themselves.


I am watching hopeless how my, 8360 achievements, over 3000 play hours, rank 50 fotm and rank 41 SpvP account is being terminated without knowing what for. I sincerely hope you will never have to know this feeling nor have a similar experience.

I will not stop here though, I am innocent and I demand a way to prove it.


After this he closed the ticket.

My next step of action would be a post on official forum (in 2 days from now) so Gail Gray can take a look at it and hopefully judge the situation correctly.

Note: For better readability I merged my first 3 replies (prior to GM 1st reply) and corrected few grammar issues/formatting (as you can expect from any innocent person, I was quite upset when writing this).

REDDIT UPDATE:
(official reply regarding possible cause)

Chris Cleary wrote ...

Hey all,

Thanks for bringing this to our attention, I am investigating the relation between these bans and the Metrica Province jumping puzzle. More info to come as I get it.

Update 1: I am currently looking into the following tickets 130609-001367, 130615-001922, 130626-000025, 130626-000469, 130626-001168, 130626-002870, 130625-003163, 130625-003033 // Note: Investigation into your ticket does not necessarily mean that your ticket status will be updated

Update 2: An issue has been identified that is responsible for this occurring, and it has been resolved so it does not occur again. As for the already existing bans caused by the MPJP, I am working to resolve your issues shortly. Updates to follow regarding cause and some more juicy information.
Source: click here


OUTCOME: Account Reinstated on 29.06.2013

Compensation: Dragon's Revelry Starcake
Apology email:

Hello,

We recently identified a bug in Guild Wars 2 that resulted in a small number of erroneous account terminations. We have reviewed your account and our game data in great details, and have noted that you were impacted by that game bug. We sincerely apologize for this error, and have reinstated your account.

While we must take action against accounts involved in cheating and exploiting, we know it is our responsibility to exercise great care in relation to account terminations. We will exercise extra diligence in all our future reviews

Thank you for your understanding.

Regards,

Guild Wars 2 Support Team

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