Account Suspended by mistake?

Hello,

On January 4th, after the update that addressed exploiters and dupers, I logged into the game normally. While traveling toward the city of New Aela, I was randomly disconnected. When I returned to the character selection screen, I saw that my account had been SUSPENDED.

Shortly after, I received an email stating that I had violated the game’s integrity terms and that the decision was final.

I want to make this very clear:
I did not dupe, I did not exploit, and I did not engage in RMT.
So I genuinely do not understand why my account was suspended.

During the Steam launch period, I streamed the game on Twitch for many hours. My VODs clearly show that my character had nothing abnormal or illegitimate. In multiple moments of my live streams, it is visible how active I was in chat, constantly trying to trade throughout the day. Many players on the Shol server know me for this — I spent most of my time actively trading.

I also made countless Crate runs to farm gold. From the moment I reached level 25, I accumulated nearly 300 gold purely from Crate runs.
The only possible explanation I can think of for this suspension is that I may have unknowingly purchased materials that were later flagged as duped, or that I received gold originating from RMT — specifically when I sold a Heroic Glorybound Mace for 190 gold. However, this is not something I could possibly know, as I bought materials from anyone offering them cheaply in chat, which is normal player behavior.

I have already opened multiple support tickets appealing this suspension, but so far I have received no response.
How long am I expected to wait for my account to be properly reviewed and analyzed so that this suspension can be reconsidered?

Below is the link to my Twitch VODs, which you can review to clearly see my gameplay history and confirm that a mistake was made:

PS: I submitted many bug reports and reported players involved in RMT — and the result was my account being unfairly banned. This is extremely frustrating.

Server: Shol
Character Name: MFerrari

https://www.twitch.tv/mferrari10/videos?filter=archives&sort=time

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Comments

Gurug

This is completely unacceptable. Banning a player who has never used cheats, exploits, or any illegitimate methods is a huge injustice. Ashes of Creation presents itself as a serious, fair, and community-driven project — actions like this seriously undermine that promise.

A ban issued without clear evidence, proper explanation, or a fair review process shows a lack of respect for players who invest their time, money, and trust into the game. If mistakes happen (and they do), the bare minimum expected is a transparent investigation and correction.

Punishing honest players while real offenders often slip through is frustrating and damaging to the community. Players deserve accountability, clear communication, and a reversal of wrongful bans like this.

JeffZera

Hello,

This suspension appears to be a grave mistake. We have played together since Alpha 2 in November 2024 and never engaged in RMT or item duplication. My friend (MFerrari on Shol) has always played legitimately, streamed extensively, and even reported suspicious activity—yet now faces a final, unexplained ban.

I respectfully request that Intrepid conduct a thorough, transparent review of this case, including verification of the provided VODs and trading history. A prompt re-evaluation would restore trust and correct what seems to be an unfair enforcement action.

nyphez

I would like to add a brief comment in support of the appeal above and kindly request special attention to this case. I personally know this player and can confidently state that he has always played legitimately and transparently. Additionally, the availability of extensive Twitch VODs provides rare and valuable transparency. Few cases offer such a complete, verifiable gameplay record, which strongly supports the request for a manual review.

I fully understand and support Intrepid efforts to protect the integrity of the game. For that very reason, I believe this case deserves a careful re-evaluation to ensure that a legitimate player is not unintentionally affected by enforcement actions aimed at bad actors.

ricasaraujo

Dear Staff Team,

I am writing to respectfully request a review of my friend’s account, which was recently suspended. We strongly believe that this suspension may have been applied by mistake or due to a misunderstanding.

My friend has always followed the game’s rules and guidelines and has never intentionally engaged in any behavior that would justify a suspension. The account is very important to them, as they have invested a lot of time and effort into the game.

We kindly ask if you could take another look at the case and review any logs or evidence related to this suspension. If there was any unintentional action or error, we would greatly appreciate the opportunity for clarification and a possible reversal of the suspension.

Thank you very much for your time, attention, and support. We truly appreciate the work your team does to keep the game fair for everyone.

Best regards,
Nelin

Mepps

Opening a ticket with our support team was the best option. The ticket will be reviewed.

10ferrari

https://forums.ashesofcreation.com/discussion/comment/514115#Comment_514115

I've submitted 2 tickets already, in less than 12h will complete a week already with no answers.

serraphis_chris

You have to wait. I bought the game on Dez 25th and couldnt link my accounts. I opened a ticket and had to wait until Jan 5th for an answer. And that answer was just some standard text that gives 2 links from the FAQ that I already found on the official website. So if you have serious problems with your account or login…you have to wait….

Chicago

Your best bet would be to make this a Reddit post, none of the Devs read the forums except maybe vaknar but I have seen Steven respond on Reddit to cases like this!

daveywavey

https://forums.ashesofcreation.com/discussion/comment/514202#Comment_514202

Isn't that sad. And disappointing.

But, Intrepid is a lot more present on the forums now through Mepps! And that's nice to see 😊

JeanPhilippeGunghar

That what happen when a company use a punish-at-all-cost policy. I'm not surprised when you see where they are located. It's in their mentalities.

daveywavey

https://forums.ashesofcreation.com/discussion/comment/514205#Comment_514205

They got slammed originally for being too lenient, and now it seems they're getting it for being too strict. There's not really any way for them to win, is there! 😆

JeanPhilippeGunghar

I guess your right Davey

Aszkalon

Can We please suspend the " new Forum Design/Look of the Forum " - by Accident ?

And restore the old Design which was not like +four times as hard on my eyes, than this one ? Now that would be rrrreeeeaaaal nice. 😅

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