Regarding Player Bans: Protecting Arcane Legends

[Remiem]

Hey folks! Remiem here. We've seen a rise in forum activity lately about players finding accounts or devices banned unexpectedly. I wanted to come and give you guys some background about what's going on behind the scenes in Arcane Legends, and the work we're doing to preserve the best experience possible for players.

Last month, we experienced a rise in gold farming and bot behavior, related to the gold sellers that players have reported in town. We launched an effort to remove these bots, and accounts connected to them in the game. Unfortunately, as Johan would attest, when some are removed, more take their place.

This is an issue that has the potential to have far reaching effects on the game, and our team is working tirelessly to resolve the issue. As part of our efforts, some legitimate player accounts were inadvertently banned. Our Customer Service team is aware of the issue and is working through reports as quickly as possible. If you feel you have been wrongly banned, we encourage you to submit a ticket to support via support.spacetimestudios.com so that we can work with you to recover you account.

Here are some tips to avoid an account/device ban:

1) NEVER purchase gold or items for real money. This is against ToS and greatly compromises the security of your account, plus puts you at risk for being permanently banned.
2) Do not share your account. Sharing your account puts you at risk for being banned for another person's negative actions. Keep your password private and safe.
3) Macros, bot programs and the like are considered cheating and are NOT allowed in Arcane Legends. Just don't use them.

We will continue to monitor the situation and will do our very best to minimize the impact this has on our players. As always--thank you for you patience and understanding.

Best,
Remiem

[Ydqm]

Well hire some people to unban people!

[acewasabi]

i find it hard to believe every person complaining on the forums is innocent. not that they are selling gold, but 'bot-like behavior' sounds like these new APs are perhaps showing who is botting to get/stay on lb. if this is the case, i applaud your actions.

[Pedgon]

Hey folks! Remiem here. We've seen a rise in forum activity lately about players finding accounts or devices banned unexpectedly. I wanted to come and give you guys some background about what's going on behind the scenes in Arcane Legends, and the work we're doing to preserve the best experience possible for players.

Last month, we experienced a rise in gold farming and bot behavior, related to the gold sellers that players have reported in town. We launched an effort to remove these bots, and accounts connected to them in the game. Unfortunately, as Johan would attest, when some are removed, more take their place.

This is an issue that has the potential to have far reaching effects on the game, and our team is working tirelessly to resolve the issue. As part of our efforts, some legitimate player accounts were inadvertently banned. Our Customer Service team is aware of the issue and is working through reports as quickly as possible. If you feel you have been wrongly banned, we encourage you to submit a ticket to support via support.spacetimestudios.com so that we can work with you to recover you account.

Here are some tips to avoid an account/device ban:

1) NEVER purchase gold or items for real money. This is against ToS and greatly compromises the security of your account, plus puts you at risk for being permanently banned.
2) Do not share your account. Sharing your account puts you at risk for being banned for another person's negative actions. Keep your password private and safe.
3) Macros, bot programs and the like are considered cheating and are NOT allowed in Arcane Legends. Just don't use them.

We will continue to monitor the situation and will do our very best to minimize the impact this has on our players. As always--thank you for you patience and understanding.

Best,
Remiem

Ok, so...why are they still on main LB?? Coz, let's be honest, we all know many of those players are using macros/bots to get new elite achievements..-.-

[Zulgath]

Wait, r the innocent people getting unbanned or no? Please need answer

[Golem]

Ok, so...why are they still on main LB?? Coz, let's be honest, we all know many of those players are using macros/bots to get new elite achievements..-.-

Maybe you should talk about those dummy farmers... like top mages and rogues

[Wiz8]

Good I been waiting 3 days now..guess ok to wait a bit longer thanks rem

[Dragoonclaws]

its kinda hard for the STS team to just ban people without enough proof right so if you guys think that these people are really botting or dummy farming we are given the freedom to report and submit a feedback. If you think a player id really violating the games guidelines then help the support team.

Well Raia, you're doing some really nice forum work here :0

Enjoy! You seem to have everything in control!

[mapenjay]

to cut this short, wait till next week folks

[Schnitzel]

Ya know Remiem, the sad truth is, you can warn about something, but there will always be those who choose to ignore.

And as for the efforts made towards catching bots, it seems they are catching more legitimate players than actual botters. The cash/gold spam, each time y'all massban to catch them, you end up catching players in the mix, and chances are, more real players than bots.

[harakira]

Ya know Remiem, the sad truth is, you can warn about something, but there will always be those who choose to ignore.

And as for the efforts made towards catching bots, it seems they are catching more legitimate players than actual botters. The cash/gold spam, each time y'all massban to catch them, you end up catching players in the mix, and chances are, more real players than bots.
Yah. Really. Mine as well i was just pveing then suddenly get banned. Its very depressing cause i love arcane legends a lot but its okay. Everyone have flaws lets just deal with it. I still love arcane legends after all

Sent from my H870 using Tapatalk

[vonduchvlad]

Finally those who use bot got banned, they run lb while sleeping while me running lb for long sleepless week. Fair enough

[Runel Joseph Ruiz]

So Farming km3 all day and sell locks makes you a botter? oh well nice accusations and many legit players got massive ban. I hope it goes well for what u did for most legit players on al that getting banned for being accused as botter.

[Faliziaga]

I hope one day, preferably before the end of this season, leaderboard gets cleared of all what does not belong there.

[lembuswana]

NICE POST, wow

[Sheentaro]

Thank you! We do appreciate each and every efforts that you guys put in the game.. We're somewhat thankful for fixing the bugs that affects our gaming experience , but please ... Don't leave us hanging.. We've been banned for days and not even a single response from the support. We're like waiting for a crow to become white [emoji20] ... We do understand that it is not an easy thing to do but we can wait no matter how long the process is... just keep us in touch on whats going on then everything will be smooth.

[geaneciue]

Now I am assured that you guys are working on helping us...
and I will be able to play the game again...
we players need some information about what's going on or you know...
we just have to think about it yourself and that does not end well...
SO THANKS AND PLEASE KEEP US UPDATED.

[Ahatoro]

I too have been banned unfairly I have never done anything wrong
but unfortunately I found this ban until forever my accaunt
I sent message to you but you did not answer remim
I sent messages to the support of arcane legends , but still no answer I want to understand my accaunt it shall recover it or not ?

[arcanefid]

Hello Remiem. Thank you for the hard work you guys are doing to help our community. I have a concern though. I got banned and then it was lifted like 10 hours later, but some of my friends and guildies are getting template replies that their ban will not be lifted since they violated Terms of Service. They all got the exact same reply and some already quit the game. :/

I must say this is horrible work from that one moderator. They just got their accounts banned like most other people and I am 100% sure they never violated ToS.

I ask you guys to be extra careful when you apply the permanent bans because some of them seem to be unfair and it definitely ruins our guild's mood since we lost Officers and great guildies this way. :/

[geaneciue]

thank you remiem for making this announcement but how soon can be expect the results?... how soon will all of the innocent players be unbanned?
can we expect it to be done in 1day?

[diexdie]

"Non plat buyers and merchant". Bad for sts so I will give 1 star at play store. And I hope all asian player give u 1 star !!!

Sent from my EVERCOSS A65 using Tapatalk

[matiusjohntw]

Sometimes, i use the bots program or called solo map, because the connection is poor, and i think it's would be better if i go alone farming/quest.

[Sheentaro]

Bump bump ^^^^^

[Klompe]

I appreciate the effort STS puts into fixing these bugs. Thank you STS.

[Tindirin]

Been waiting for 3 days..
No feedback from support.spacetimestudios.com

[geaneciue]

I have been waiting for 3 days as well...just be patient they will fix this...they are trying... some people have been waiting for even more time than us...just be patient and it will be fixed...but the my concern is if it will be fixed before they release the expansion or not...
So please STS before releasing the expansion fixing this should be your priority... or many of us will miss the the release of expansion... it will be unfair to us...
THANKS YOU STS FOR LISTENING TO US AND HELPING,I AM WAITING FOR THIS PROBLEM TO BE FIXED AND I BELIEVE IT WILL BE DONE SOON...
WITH REGARDS,
GEANECIUE

[joni iskandar]

still waiting

[geaneciue]

No use of crying guys the devs are on holidays... weekends remember...
If you don't believe then don't...
but you can check any thread out there no response from sat to sun and there will not be any...so...just wait till Monday...
probably till next Friday...
Have a nice week...
;-;

[Wiz8]

Still waiting :/ been 6 days already

[Sundar Moorthi]

tonyjaaa lvl 31 account banned forever idk whats going on u guys am bored to play without the toon and i submit the ticket via contactus as well as send email to support@spacetimes.com as well as remi too

pls help me to get back my account

[Morholt]

Some people may have been banned for unknowingly breaking the ToS, without realizing, for things other than botting. Some of these friends may have cross logged in different accounts with their tablets & phones & computers, and that may have been a targeted criteria.
They may actually have 'secret lives' that you don't know about (such as being the guildmate you think they are playing a toon on their phone...but they have a secret alt account used on their pc running 24/7).

A player may be banned by accidental association. A player may be linked by simply making a lot of auction purchases from a truly ban-worthy person. In this situation, it may look like the player was funneling gold to accounts. A form of money laundering, if you will.

Next, remember sts is off work during the weekends and the staff is always hard at work when they are in office. No body is being paid to sit there and just wait until something happens for them to investigate/resolve. When stuff like this happens, it is extra work to be doing.

The botters were able to code something as complex as something that can manage to play the game effectively. Just for laughs and to possibly derail sts from continuing to try banning their bots, these guys could easily be sending in thousands of tickets saying they were wrongfully banned for each and every account they had banned. They know sts cares about customer relations and resolving issues, and will take the time to look into each request. So, not only is sts looking through the messages of truly accidental bans, but also a lot of requests from players who truly are guilty...all on top of all the work they already have to do.


It truly sucks to be unable to play because some people want to cheat to get ahead and it ruins things for the rest of us.
But, if it is any sort of condolence...no body is really doing anything in game since the client update. A lot of players are just sitting around in town, as the price of jewels & crates have plummet. Unless you were a few teeth away from a dragonite bar to craft something you wanted, or busy leveling an alternate you aren't really missing out on anything. Look at it as an opportunity to do some better things with your time with a mini break.

[geaneciue]

quick question... are you banned?

[crudmudgeon]

Some people may have been banned for unknowingly breaking the ToS, without realizing, for things other than botting. Some of these friends may have cross logged in different accounts with their tablets & phones & computers, and that may have been a targeted criteria.
They may actually have 'secret lives' that you don't know about (such as being the guildmate you think they are playing a toon on their phone...but they have a secret alt account used on their pc running 24/7).

A player may be banned by accidental association. A player may be linked by simply making a lot of auction purchases from a truly ban-worthy person. In this situation, it may look like the player was funneling gold to accounts. A form of money laundering, if you will.

Next, remember sts is off work during the weekends and the staff is always hard at work when they are in office. No body is being paid to sit there and just wait until something happens for them to investigate/resolve. When stuff like this happens, it is extra work to be doing.

The botters were able to code something as complex as something that can manage to play the game effectively. Just for laughs and to possibly derail sts from continuing to try banning their bots, these guys could easily be sending in thousands of tickets saying they were wrongfully banned for each and every account they had banned. They know sts cares about customer relations and resolving issues, and will take the time to look into each request. So, not only is sts looking through the messages of truly accidental bans, but also a lot of requests from players who truly are guilty...all on top of all the work they already have to do.


It truly sucks to be unable to play because some people want to cheat to get ahead and it ruins things for the rest of us.
But, if it is any sort of condolence...no body is really doing anything in game since the client update. A lot of players are just sitting around in town, as the price of jewels & crates have plummet. Unless you were a few teeth away from a dragonite bar to craft something you wanted, or busy leveling an alternate you aren't really missing out on anything. Look at it as an opportunity to do some better things with your time with a mini break.

EXACTLY!!! I've chosen now to reorganize the guild and make everyone work on APs/mob kills and ignore "farming" since the price of farmables is in the toilet... you aren't missing much. We have 2 guildies banned... one officer... with no hope of unban until tomorrow. It's a bummer for you all and I hope you are able to regain access to your accounts. Good Luck

[Elgrablyx]

Hey folks! Remiem here. We've seen a rise in forum activity lately about players finding accounts or devices banned unexpectedly. I wanted to come and give you guys some background about what's going on behind the scenes in Arcane Legends, and the work we're doing to preserve the best experience possible for players.

Last month, we experienced a rise in gold farming and bot behavior, related to the gold sellers that players have reported in town. We launched an effort to remove these bots, and accounts connected to them in the game. Unfortunately, as Johan would attest, when some are removed, more take their place.

This is an issue that has the potential to have far reaching effects on the game, and our team is working tirelessly to resolve the issue. As part of our efforts, some legitimate player accounts were inadvertently banned. Our Customer Service team is aware of the issue and is working through reports as quickly as possible. If you feel you have been wrongly banned, we encourage you to submit a ticket to support via support.spacetimestudios.com so that we can work with you to recover you account.

Here are some tips to avoid an account/device ban:

1) NEVER purchase gold or items for real money. This is against ToS and greatly compromises the security of your account, plus puts you at risk for being permanently banned.
2) Do not share your account. Sharing your account puts you at risk for being banned for another person's negative actions. Keep your password private and safe.
3) Macros, bot programs and the like are considered cheating and are NOT allowed in Arcane Legends. Just don't use them.

We will continue to monitor the situation and will do our very best to minimize the impact this has on our players. As always--thank you for you patience and understanding.

Best,
Remiem
Well Sts It's been 2 months since I was banned , I lost the count of how many emails I sent to you , you always reply with a different reason for my ban , I've REALLY been wrongly banned then fix this I'm almost having a heart attack with my account banned and I can't play in the new expansion fix it I beg

[joni iskandar]

still waiting T_T

[Sheentaro]

Got unbanned weeee Big thanks to Chad![emoji4]

[joni iskandar]

4 days and not respon from sts T_T

[Aureoles]

Hopeless now...

[Wiz8]

Hi guys still waiting it's been 7 days now :/ not a single reply

[Sirspamsaloty]

Wait forever

[Wiz8]

Been stressing a bit about the situation honestly you guys should pin point these bots instead hitting the banned hammer randomly as I said I'm just going to continue to wait...:/

[Tindirin]

Got unbanned weeee Big thanks to Chad![emoji4]


How fast they unbanned u?

[Darkluciferx]

149076

How about in this case? Its possible to recover account?
As i sad in my emails i never mentioned websites or bring my email, or credit card number, anything that involving purchase gold or items for real money. I only replied a player who asked me how much do you think cost nekro in real money?. The player who asked me was banned too.

Ign: Darkluciferxx

[Ahatoro]

yeeee ty sts very ty for sban have fun :)

[ThaAnas]

Maybe you should talk about those dummy farmers... like top mages and rogues

what u mean with dummy farmer...
I didnt ran 500 bosses all the time for farm xD I did for aps

[joni iskandar]

finally ... ty for unbanned me sts... i m so hapy now.


ty very very much...

still waiting guys... i waiting 4 days.

[joni iskandar]

ty sts for unbnnd me ... ty very very much

[Wiz8]

Hope my turn come soon it's been a long 6 days...

[arcanefid]

149076

How about in this case? Its possible to recover account?
As i sad in my emails i never mentioned websites or bring my email, or credit card number, anything that involving purchase gold or items for real money. I only replied a player who asked me how much do you think cost nekro in real money?. The player who asked me was banned too.

Ign: Darkluciferxx

My guildies got the exact same reply. They're still banned. Some mod said contact team leader but he never told him who he is or how to contact him. :/

[Absonant]

Everyone is waiting for so long and some got no response yet, I hope you guys can fix this soon. Lots of players are disappointed and lose their will to play. Let's not give up tho 😁 I was quitting AL until I saw this post. I hope everything will be alright. Thanks sts we, innocent players are waiting & hoping to be unbanned. Let's add more patience guys
(Sorry for the English 😂)
Ign: Absonant

[Sirspamsaloty]

Still waiting.......

[Josiah RJ Barrow]

Remiem (my acc raths was wipe after update clean pls I lost to much things on tht acc ) /can u come online at now pls I my items back

[Hartholzwurm]

Fine thx. Now we know why u banned many Player. Thumbs up.

And thumbs up for Pedgon. Ban all LB - botrunner also....im workin hard for my AP and my place on LB. Its just demotivating for fair gaming people.

[Sundar Moorthi]

i sent email to sts and remi 15days ago stil i didn't get reply pls remi whats hap to my tank lvl 31

[Zessa]

I was unfairly banned too. I came on this morning and my device said Banned Forever. I've done nothing that I know of to deserve this and I emailed sts with no reply.

[Mikihardcore]

I bought arc daggers from one man for 700k i am merchant so i want to change location , i changed to expedition and daggers have been lost from my inventory! I dont know how but fix it give me back 700k or arc daggers

[Nizz Cham]

I need my 3m back i got scam
ign:kingofdvls plz give me back

[Nizz Cham]

Idk it was bug :-( i need my gold back 3m gold
IGN: kingofdvls

[Kaziscate]

Hey folks! Remiem here. We've seen a rise in forum activity lately about players finding accounts or devices banned unexpectedly. I wanted to come and give you guys some background about what's going on behind the scenes in Arcane Legends, and the work we're doing to preserve the best experience possible for players.

Last month, we experienced a rise in gold farming and bot behavior, related to the gold sellers that players have reported in town. We launched an effort to remove these bots, and accounts connected to them in the game. Unfortunately, as Johan would attest, when some are removed, more take their place.

This is an issue that has the potential to have far reaching effects on the game, and our team is working tirelessly to resolve the issue. As part of our efforts, some legitimate player accounts were inadvertently banned. Our Customer Service team is aware of the issue and is working through reports as quickly as possible. If you feel you have been wrongly banned, we encourage you to submit a ticket to support via support.spacetimestudios.com so that we can work with you to recover you account.

Here are some tips to avoid an account/device ban:

1) NEVER purchase gold or items for real money. This is against ToS and greatly compromises the security of your account, plus puts you at risk for being permanently banned.
2) Do not share your account. Sharing your account puts you at risk for being banned for another person's negative actions. Keep your password private and safe.
3) Macros, bot programs and the like are considered cheating and are NOT allowed in Arcane Legends. Just don't use them.

We will continue to monitor the situation and will do our very best to minimize the impact this has on our players. As always--thank you for you patience and understanding.

Best,
Remiem

Why not just take down the webpage the bots are trying to advertise? (I know it doesn't sound simple as it seems)

[Eagleye]

Seems to me that a lot of the people being accused of botting for LB are also huge in game spenders. So what I take from all of this is that as long as u spend a lot of money your immune. Countless reports have been filled about some of the LB botters but yet nothing happens . Seems fishy to me.. But it's kinda like real life when people in power get into trouble (celebs, super rich ect) its like a simple slap on the wrist apposed to the middle class whos getting the full punishment and some!

[eis]

what are you doing ?
generally due to missing updates of your belongings and Gold . Thanks , but I'm in your game will not play

[Jiinzou]

Keep up the good work,best luck on fixing the damage that scammers caused with bug today! We all hope the best

[Oraah]

Every week this game has bugs, ppl don't have fault for your bugs, recover all lost items or at least gold!

[Jiinzou]

They will Ora,justg said they gonna refund

[Behari]

3 weeks banned for no reason.
Gg sts

[melayuarmy]

I need my 400k back,I been scamm duped arc staff if u want to return it my ign-Melayuarmy

Sent from my T1 7.0 using Tapatalk

[Aureoles]

It's time to move on guys! Sts, never answer our requests or sadly forget us after all. So sick of waiting.

[Sundar Moorthi]

Refund? year of the joke, i also lost some goodies but , i dnt need a gold back, i need arcane legends new expansions with 0 bugs

[Xinandy]

Refund? year of the joke, i also lost some goodies but , i dnt need a gold back, i need arcane legends new expansions with 0 bugs

100% agree
Keep the spirit STS!
And im still waiting the error fix.

[arcanefid]

My friend sent a ticket to get his ban lifted 3 weeks ago. He finally got an automated reply about his failure to purchase platinum? It doesn't make any sense. It's actually ridiculous. Does anyone even read those tickets?

[vonduchvlad]

Cant you do anything about players who spams green and white common gears, its a pain in the *** deleting items. Then they dump u trash while afk until bag is almost full and when u tell them u will report they are not even scared they will even mock u, like seriously? Wtf.

[Avaree]

Cant you do anything about players who spams green and white common gears, its a pain in the *** deleting items. Then they dump u trash while afk until bag is almost full and when u tell them u will report they are not even scared they will even mock u, like seriously? Wtf.

Click your options, then social options, toggle reject gifts :)

(to find options, click your avatar, click the gear type of symbols in the lower right hand corner of your screen)

[Zudark]

How to send a "ticket"?

[Adel Hesham]

If " Bot " means an auto-mated program means to play with my char. While iam busy for me like silkroads bots ................ why it is wrong ?! ........ i still logged on the game but it is not me playing ...
But if u mean by " Bot " any mean of cheating or hacking something like plat or money ... i agree it should be banned

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