30+ players of the RU segment were blocked for no reason

JackJackAwesome · July 2021

Good afternoon! The fact is that I ran into a problem. My account was blocked with the note - " exploit the Service in any unauthorized way whatsoever, including without limitation, by trespass or burdening network capacity.” I tried to reach support today during the whole working day and received only template letters like "you are a cheater, that's why you were banned". Three times I requested to provide game logs indicating the time and specific date where I used the connection break. No one has provided me with such information. The developers said that this is a secret. Very interesting. It's complicated by the fact that I didn't use any cheats inside the game (except for buying sets for real money).

As we know, game developers can change throughout the life of the project. In recent years, there have been many innovations inside the game, which can not but please. But the developers stopped paying attention to the fact that the stability of the game connection has become much worse. What do I mean by that? When I'm not at home, but I want to play, I log in to the game using a mobile connection. And when using a mobile connection, the connection may be cut off. It is ok. Also recently, it has very often happened that even in the most ordinary mission, when performing daily tasks, the game could lose the connection dozens of times in a row, despite the fact that I play mostly at home and use wi-fi to connect. You understood correctly. My point is that there are problems on the part of developers who decided to close the game problems by blocking a lot of players.

Why do I say a lot of players? Today I learned that in addition to me, more than 30 players from different clans of the RU segment were blocked (by saying different, I mean from the top to not very well-known). Almost all of them have one reason - exploit the Service in any unauthorized way whatsoever, including without limitation, by trespass or burdening network capacity.

In fact, I want to shed light on this problem and understand whether only the RU segment players were blocked this time, or all were blocked in a row. If there are players from other countries who have also been blocked, please leave a message in this topic. My claim to the developers remains the same. I would like to see logs where my breaks are indicated, with a specific time and date, and I also want to get an answer to the question - when will you stop closing your mistakes by blocking your own players? Thanks for understanding.

AlexKom · July 2021

I agree with you. I have been playing for a long time and use my phone to play. I did not change the phone and did not change the software either. However, after some updates of the game, I could not play on the mobile Internet, because the connection was constantly lost. I was also often unable to enter the mission. Later, after a new update, the situation changed for the better. However, after the next update, problems started again. I wrote to the support service more than once, but the support service always wrote that it was my own fault. I realized that no one would help me. This is very frustrating. I am aware of the same problem with many players. I wrote many times here on the forum that there are often problems with the server and it is possible to enter the mission only on the tenth attempt. This is very bad and inconvenient, especially during the guild wars. Many players leave the game because of this. The time has come to resolve this issue as well.

DurakMestniy · July 2021

я тебя поддерживаю, имею такие же проблемы с прерывание связи. Значит я тоже читер, но меня не забанили. Сегодня мне повезло. Но завтра и я получу бан.

I support you, I have the same problems with interruption of communication. 
So I am also a cheater, but I was not banned. I was lucky today. 
But tomorrow I will get banned too.

Ruslan · July 2021

I completely agree. I have Wi-Fi internet constantly interrupts, especially when loading a fight. And the mobile Internet when I'm out of the house generally happens in 5 minutes for 10 times loses the connection to the game, depending on where I am and how the mobile Internet signal takes. I support the author of the post and I am also concerned about this issue.

Megaslon · July 2021

Good afternoon. There is definitely a problem on the part of the software - in my guild, a player who uses an iPhone for the game received a lock, he does not have the physical ability to use any third-party programs to change the course of the game or use application vulnerabilities. He is absolutely not guilty, but he was blocked for 4 weeks. It doesn't fit in my head

m4s · July 2021

Polish players also report the ban for 4 week due to connection problems
@Lexia
@zbot
@Vane

Can you check this problem?

HellJesus_ · July 2021

I completely agree, a person in my guild went on vacation, there is bad internet and hello banned for 4 weeks. Great job developers

AlexZavarov1 · July 2021

Hello, the same problem,
 I got a ban, I don't 
understand why, the 
support is not 
responsible, I think so 
because of the weak 
Internet, please check.

Diznoya · July 2021

The above-mentioned problem is much more serious than it seems, and I feel this way for the following reason:

I have been playing in the same guild for over a year now. In our guild everyone respects each other and follows the fair play policy. But how can we have fun when honest players get banned because of a bad connection issue?

Now every time I launch the game, I am afraid that my account is banned due to the fact that I entered the elevator or lost my wi-fi connection, as it happened to lots of fellow players.

Following this further, tech support does not address every single issue of the erroneous ban. All victims of this mistake received the same stereotyped answer, without any proof or evidence.

In conclusion to what I have said earlier,

We stayed true to the game for a long time, investing money and time in it. And we expect Players to be treated with Due Respect. Moreover, banning for technical errors with internet connection is Not Fair.

Thank you for understanding.

Lexia · July 2021

Hello,

I’d like to add a few things to this topic.

First of all, we cannot disclose specific details;

Of another players account to another player
On logs from a banned account, because that can end up in players trying to find ways of going around our detection system

Secondly, as with previous exploits, we can distinguish between connection problems and exploits.

Thirdly, we have the ‘Fair Play Policy’ & ‘Terms of Use’ in use for a reason, and do not take banning lightly.

If you have any questions about your account, reach out to support and they will get back to you.

JackJackAwesome · July 2021

Lexia said:

Hello,
I’d like to add a few things to this topic.
First of all, we cannot disclose specific details;
Of another players account to another player
On logs from a banned account, because that can end up in players trying to find ways of going around our detection system
Secondly, as with previous exploits, we can distinguish between connection problems and exploits.
Thirdly, we have the ‘Fair Play Policy’ & ‘Terms of Use’ in use for a reason, and do not take banning lightly.
If you have any questions about your account, reach out to support and they will get back to you.

Hi, Lexia. Thank you for your usual template answer without any specifics. Personally, I wrote to the support service several times yesterday and received the same type of answers that do not contain any specifics. You suggest that I enter into a personal correspondence with the support service, but if you have read the beginning of this topic, then I drew your attention to the fact that there is no specifics from the support service either. It turns out a vicious circle. You can't give an answer, and the support service can't give an answer. What is the meaning of your actions? Are you trying to stall for time? There is a specific request indicating the problem, which you again ignore. Thanks

Михаил55 · July 2021

Что значит "мы не можем раскрывать конкретные детали"? Это может означать только то, что вы не можете указать на конкретные нарушения конкретными игроками. Обращаться в службу поддержки? Отлично. Только может быть вы их там расшевелите маленько, чтобы не приходилось ждать сутками шаблонного ответа на заданные вопросы. Спрошу еще раз здесь: за что конкретно меня забанили?

DurakMestniy · July 2021

If the respected administration does not want to conduct a constructive dialogue 
with its loyal players, perhaps it is worth conducting a dialogue via google play 
and in this case the problem will be paid attention to faster, 
because there will be a greater resonance of the existing problem?

AlexKom · July 2021

@Lexia, excuse me for bothering you. It looks like this from the outside: I invited people to play and relax. The rules for visiting my park say: "I will kill a visitor if he steals something from me." Every visitor has the right to read my rule. And so I start shooting at my guests and kill 10 people. The police come, the relatives of the killed people come. I am asked about the reason for the murders. I answer that they stole my things. I was asked about exactly what things were stolen and when. I replied that I was not obliged to disclose this information, since then everyone would start stealing from me. Do you think my answer will suit the police completely?

m4s · July 2021

The error is clearly on the IT side, or in the software or hardware layer.

Now you only need to look at the logs to check if there has actually been a breach of the 'Fair Play Policy' & 'Terms of Use'.

I can't believe that suddenly so many players decided to play unfair.

Please note how many interdependent elements affect the connection to the server.

Maybe the problem lies in the scalability of the Microsft Azure service?

source link: https://azure.microsoft.com/fr-fr/blog/how-we-built-it-next-games-global-online-gaming-platform-on-azure/

Lexia · July 2021

Our support is allowed to share on what topic a player has been banned for. And to add, not only do we check for possible exploits in combat, but we have also expanded our detection system to detect exploits during the crafting of badges - which we have received reports of from multiple players.

As a note, we have already looked into a few appeals and the decision doesn’t change.

30+ players of the RU segment were blocked for no reason

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