Accused by company to have broken EULA - Won't respond to any challenges or requests

[Honour3]

Hello,

 

I paid for VIP membership of a game (supporting the developer in an otherwise free-to-play game) that I enjoyed, approx 8 weeks ago.

Approx 4 weeks ago my account was banned, I enquired as to why and was told that my account was banned/suspended as I had broken the EULA via cheat/hack/mod/alteration of experience.

 

I did not do this. Full stop.

 

I've challenged their finding, they reported that they looked into it again, came to the same conclusion and closed the case again.

Then I requested they tell me more information and asked they save all info relating to my case, my time of violation and play-length/time on the day in question; then I requested more information again, then asked for an explanation again, prompted a response and so on.

I've not received a reply since they said they looked into the matter again and closed it with the same conclusion.

I've posted about 10 messages in the "support" thread regarding the issue and sent 2-4 direct emails regarding the issue - all with references and so on.

 

 

 

I believe the Ombudsman can't help in this case, so who can?

They won't respond, I've asked for any type of response several times to no avail.

(Company in question is US-based Hi-Rez Studios)

[locutus]

How did you pay and how much? A chargeback may be possible if you paid them by credit / debit card.

 

My guess is you play "global agenda" which was a game made on the "unreal tournament 3" game engine. UT3 was famed for the cheats people used and the fact that the cheats were untraceable. Let them know what you want as a solution, else you will be recovering your cash via chargeback.

[Honour3]

My reply didn't appear.. so, again:

 

 

The game in question is actually "Tribes: Ascend". A quick googling seems to reveal that it is also run/developed on the Unreal Tournament 3 engine, however.

 

I never knew about this "untraceable cheats" thing with UT3 engine-run games? How then could they have "reviewed evidence" too determine whether or not I cheated at all? You're suggesting I'm being duped?

I have an itch to know what initiated this accusation of my having cheated, if this is correct.

 

 

I paid approx £10 (I forget the exact figure atm).

 

Before visiting this forum, I was entirely unaware of a "chargeback" process. Reading the wikipedia page of "Chargebacks" (I'm not allowed to post links?), under "Reason Codes", I note that my issue falls under none of the 4 types listed - so would I be right to use this function? My caution as to using the function while unaware of possible consequences is due to reading another thread on this forum, in which someone is being taken to court by the supplier due to his processing a "Chargeback".

 

 

 

Unfortunate that I'm being barred from continuing to enjoy a game with my friends - that I supported too - due to some stupid cheat accusation. I wouldn't mind so much if they would reply, but neither stressing my innocence nor unfair treatment (no replies/correspondences regarding my case) prompts them to make a reply. Sad that it's ended up here.

 

 

Thank you for your timely response and help

Edited April 29, 2012 by Honour3

[locutus]

The reason it is hard to catch cheaters in UT3 is that it is designed to be playable using dial up internet, so most of the workings out is done on each users PC, which puts a heck of a lot of trust in these users not to modify their program or run cheats in the background.

 

Try a "whois" search of the website and emailing the registered owner with your problem. I would point out that you have donated to a free to play game, which shows how much you like it, and that you would not cheat at a game you like.

 

Personally would think if someone was going to cheat they would not donate, they would just cheat their way to the top.

[Honour3]

Ah, thanks a lot for your explanation concerning the UT3 engine.

 

Your "WhoIs" resolution idea sounds good, too. The website has no phone numbers and as said, the relevant given email address gives me no response.

 

I will hold the "Chargeback" issue as a point of interest in messages I will be sending to them (once more), but I won't actually go through with that process as of yet. I will again try to resolve this issue with the hope of my account being reactivated.

 

 

Thanks for your prompt replies, wasn't quite sure if anything could be said to my case in this forum: success.

I will update this thread as the situation develops.

 

Again, thanks a lot!

[locutus]

I personally don't think you have much hope of "forcing" them to do anything... 1st they're in the US and 2nd they provide the game but the characters and in game items are all their property, so they can delete or ban as they wish. Appeal to their sense of fair play, and tell them politely they have made a mistake.

 

The chargeback would probably be denied, but is definitely worth telling them that if they don't see you are playing fair that is an option for you. You need to show this as just an option for you, it will be hard to not make this look like a threat though so word your message carefully. Remember you want to get the administrators on your side.