Boards›Player Behavior

Situation from about a year ago.

Nekromgar·10/20/2017, 7:55:59 AM·1 votes·447 views

Friend of mine was trying to convince me to come back and there was a reply telling me to try posting this here instead of in Help and Support. Original post is in the quote:

> (Warning: Long post ahead) > > My account was hacked about a month ago. Riot support recognized it was compromised and got it back for me. Everything seemed fine until a few days ago when I got an email stating my account had used hacks and was banned permanently. Here's the discussion in the ticket I opened: > > REQUEST #21928422 > MY ACCOUNT WAS HACKED, RECOVERED BY SUPPORT(JAMDAZE) WEEKS AGO, BUT NOW I'M BANNED? > Avatar > NEKROMGAR Wednesday at 19:10 > My account was hacked about a month ago. I was able to prove ownership of the account and support helped me recover it about 18 days ago. My ticket request ID was 20514405. "Jamdaze" was my support representative. It seemed like everything had been resolved until I checked my email yesterday. There was an email stating my account was banned and another email in Portugese that I have no idea what it says. I had received a few Portugese emails since the incident occurred that I had ignored due to them being in Portugese (the hacker switched my region to Brazil). I assumed this was an after-effect of the hack that took place on my account, but since the issue had been resolved I was largely unworried. Today I logged on to make sure that my account was fine and everything seemed OK. A few hours later I got another email stating that my account was banned until Sun Feb 22 22:22:22 UTC 9001. I tried logging on again and this time I was given the message that my account was banned. I have never (and will never) use any third party software to modify League of Legends. I have been an honest player since basically the beginning of LoL. The closest thing I've ever done was use various game recording software(Raptr, Xsplit, etc) which as far as I was aware is completely legal. I can only assume that the disciplinary action being taken against me was due to something that happened during the time my account was hacked. I was under the assumption that the issue of my account being hacked had been resolved. My account seemed to be recovered and secured since there have been no other incidents since Jamdaze recovered it for me. I requested that any changes that were made to the account be reverted and it seemed like Jamdaze had done all that could be done. I have the email correspondence regarding my ticket and will gladly provide it if it's not available to you. Am i truly being banned for actions taken on my account (not by me) during the time my account was hacked?! I had hoped this entire incident was behind us. Please respond. > > > Avatar > HISNAMEISJICKOY Thursday at 17:15 > Hello Nekromgar, > > > Your account has been permanently suspended following the use of scripts, hacks, exploits or unauthorized third-party programs in League of Legends. Accounts that are caught using hacks to gain an unfair competitive advantage are subject to permanent suspension. We work hard to preserve a fair and competitive environment in League of Legends. Regardless of intent, use of unauthorized third-party programs is explicitly against the Terms of Use, which can be found here: > > > NA: http://na.leagueoflegends.com/legal/termsofuse > > > Keep in mind that account sharing of any kind is also against the Terms of Use. You are responsible for all activity on your account, so be sure to keep your account information to yourself. > > > We won't be able to go into the specifics of an account's exploit abuse, as divulging this information could compromise future investigations. Let me know if you have any other questions or concerns. > > > Jickoy > Player Support Specialist > Four Bijuu Spirits of Great Power and Wisdom > > > Avatar > NEKROMGAR Yesterday at 04:36 > I can't help but feel you didn't check with Jamdaze or read the previous ticket at all. My account was hacked. My information was not SHARED with anyone. It was STOLEN. Your own support team verified this and restored ownership to me. The activities you described were not taken by me. I have never used anything like that. You should be able to see that they had to have taken place during the time my account was not under my control. > > > Again: I have not ever used any type of illegal program. My account was not shared with anyone. It was not under my control when these activities would have taken place. > > > Please review this information with Jamdaze(the support person who handled my account recovery ticket) or check ticket #21514405. I should not be held responsible and punished for something I had absolutely no control over. You're punishing me for something I had no part in! > > > Avatar > HISNAMEISJICKOY Yesterday at 10:13 > Summoner, > > > We have a Player Behavior team in place dedicated to working with these requests, so I need to transfer your ticket. A Player Behavior Specialist will be contacting you as soon as they can. > > > Please keep in mind that we respond to tickets in the order we receive them, so ‘bumping’ your ticket by sending us additional messages will send it to the back of our queue. This might inadvertently delay our response :( > > > Thank you for your patience! > > > Jickoy > Player Support Specialist > Four Bijuu Spirits of Great Power and Wisdom > > > Avatar > BROKEN BLADE Yesterday at 17:54 > Hello Nekromgar, > > > I'm Broken Blade and I will be assisting you. > > > I have taken another look into your account just to make sure everything's correct for you, and it does seem there were exploits being used by this account with no signs of ever being compromised. However if an account is ever compromised, as the account creator you are ultimately responsible for all behavior on your account as well as maintaining its security and the security of its login information. While we can help players recover their accounts if they are compromised, we can't ignore any negative activity that occurred on their account while it was shared or compromised. > > > We took action to protect the fairness and integrity of the Fields of Justice. We stand firm on our decision to suspend this account and we will not be lifting it. > > > Broken Blade > Riot Player Support > Player Behavior and Game > > > Avatar > NEKROMGAR Yesterday at 18:28 > Broken Blade: How can you say that there were no signs of ever being compromised? My account info was stolen, my password changed, my region changed, my masteries changed, and the games that were played differed drastically from what I play. Judging by the region change, the IP the account was logging on from most likely changed drastically as well. That was pretty clearly not me. Player support must have come to the same conclusion as they helped me recover it. I'm not sure how else that information could be interpreted. As soon as my account was recovered, I changed my password, set up the extra authentication, and began changing the in-client stuff back to what it was. If I had more time to log on recently, it all would've been changed back by now. > > > If you read the previous ticket I opened, you'll notice that I asked for everything to be reverted. I asked for the games to be removed and any changes caused by them to be reverted as well, but was told that was not possible. I worked with Jamdaze to try and get my account to what it was before the hack (even asking that my crafting inventory be cleared because I didn't remember what was in it when I had last played). > > > If you wanted to protect the fairness and integrity of the Fields of Justice, why not ban the IP of the person who logged onto my account during the time the hacks were used? What does banning the compromised account of an honest player do? > > > I understand that you need to do what you can to protect the game, but your actions aren't doing that. You're punishing a long-time, honest player for something I had no control over. I have no idea how my account was compromised. I should not be held responsible for the actions that took place during the time that it was. > > > The responses I've received since opening this ticket don't even seem like you're reading what I type. PLEASE see this situation for what it is. > > > Avatar > BROKEN BLADE Today at 12:44 > I'm sorry to say, but the suspension on this account will not be lifted. I understand it's hard to lose something that you invested time and money into, but the use of exploits were found in multiple games which provided the players in those matches with a negative experience that we are unable to reverse. We took action to protect the fairness and integrity of the Fields of Justice, and we stand firm on our decision to suspend this account. > > > We won't be able to help you any further regarding this account, but if you have any other questions or concerns about anything else League related please let me know. If you do not, I will have to consider this matter resolved and close the ticket. > > > Broken Blade > Riot Player Support > Player Behavior and Game > > So apparently Riot's policy on this matter is to ban the account of an honest player, rather than the IP of the player who logged onto the account during the time it was compromised. It's like somebody stealing your car, robbing a bank, and then the police confiscating your car permanently after the crime occurs. > > I've played this game honestly for 7-8 years. I have no idea how my account was hacked. Riot's policy on this is absolutely ridiculous. One would hope that Riot would have their players backs on matters like these, but instead they just add insult to injury. Support teams are supposed to help players, not punish the victim, > > It's been a long, great number of years. I lost everything because of this. I'm not going to start over. I'm sad to say I will not be returning, nor will I be recommending this game to anyone in the future. I certainly wouldn't want any of my friends to go through the same thing I did. > > Jamdaze: thanks for the help in restoring my account. It was apparently a useless gesture, but at least you tried to do the right thing. > > To the rest of you. Have fun on the Fields of "Justice".

Even a year and a half later I'm still pretty upset with how the whole situation went down. Any chance there's someone that wants to take another look and reconsider the result?

5 Comments

BerylCrab10/20/2017, 9:06:38 AM2 votes

Just an opinion, but two things:

  1. The likelyhood that they punished you for someone else cheating on your account while slim, i suppose is possible. I kind of doubt this is what actually occured but i could be wrong.

more importantly

  1. Cheating of any kind should never be tolerated in any form. the amount of damage it causes is immeasurable. Let me give you an example. I am silver 1 just about to hit gold 5 and im in my promos. I run into you, or your hacked account that is cheating and it causes me to not make gold. I then go on a losing streak because your cheating makes me feel like trying my hardest no longer matters and i am put on tilt, making something that is already hard seem twice as hard. A few days later I am silver 3 and no longer even want to play ranked, or possibly the game anymore.

Honestly even if your account was hacked, I find myself wondering how they got their hands on the password to begin with. I once had my WoW account "hacked" and you know how they got my password? I gave it to them. Which to me means that you probably signed up for some kind of boosting service, gave them your password, and were hoping to get your account back because it wasnt technically you who cheated. The chances that this is the case are astronomically high. Have a nice day.

Chermorg10/20/2017, 12:11:59 PM2 votes

Riot has quite a large arsenal of account data and tools at their disposal. They're able to definitively determine when an account is or is not compromised, and determine who the original owner is with almost perfect accuracy. While it's always possible that they messed up, it's extremely unlikely.

What usually happens in these cases is one of a few things. First, if you used scripts/hacks/exploits before, know that Riot does not instantly ban for them. The ban for those things could come months or even years after you use them. This is to prevent hackers from discovering how their exploits were discovered by Riot. Second, if you signed up for a boosting service and/or purchased your account, the person boosting/other owner may have used those hacks/exploits, and considering you would have knowingly signed up for that service, you would be held responsible. Riot can tell when an account is being boosted - there's a difference between an account being compromised/shared and one that's being boosted by a paid/other service. Lastly, it's possible that even though your account was compromised, it appeared heavily of an account being shared/willingly given access. If it looks like you willingly (or through negligence, i.e. a weak password) gave access to your account, Riot is under no obligation to absolve you of responsibility for actions on this.

I have seen in the past cases where both the automated detection has screwed up (and mass banned hundreds of innocent players), and cases where an account was legitimately compromised (through a phishing email or similar that looked very legit) and hacks were used by the person who compromised the account. In both cases, the players affected were unbanned. That's why it makes me think that there's something else going on here. Riot isn't out to "get you", they aren't out to make it hard on you or punish you. They just have rules for a reason, and don't bend them for anyone.

There's absolutely nothing we can do here other than provide our common experiences with cases like this. If you want to continue making support tickets and asking them to re-review when the scripts were used, I recommend you do that. But if you are at fault, please don't waste their time.

Arachnoquake10/20/2017, 10:32:41 PM1 votes

I feel you. I was in a kinda similar situation with the Support team yesterday and they, like you said, just added insult to the injury basically. Some of these so called ''supports'' really don't listen to what you actually have to say, It sucks because they aren't always right and some players do get treated unfairly. They honestly should consider getting another job smh.[slayer-jinx-unamused]

Nekromgar10/23/2017, 8:04:47 PM1 votes

Just a quick update! They took another look at the account and decided to lift the suspension. Pretty happy about it! Thanks for recommending that I open a new ticket Chermorg.