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I think RIOT games support does a poor job at dealing with false positive accusations

KuribohOP··6 votes·1,426 views

Intro I will start this off firstly by saying that yes RIOT has falsely accused me of "MMR boosting" and I know that no detection system is perfect there will always be people who don't get caught and there will always be people who get wrongfully accused. This piece will be about my experience with RIOT games customer support (not about why the accusation was false).

My experience with RIOT game customer support When I tried to log onto my account and was told that it had been suspended for "MMR boosting" I was really confused. It stated that there was more information about this suspension emailed to me(or words to that effect). I checked my email to find a definition of "MMR boosting" and tat they believe I am guilty and the punishments for "MMR boosting".

So I submitted a ticket to RIOT games support explaining that I had played every game on that account myself. They responded by saying that I am suspected of "MMR boosting" and explained that "MMR boosting" is getting someone else to play ranked games on my account and closed the ticket not even acknowledging that I was making the point that I had played every game on this account.

So I submitted a second ticket explaining that I know what "MMR boosting" is and that I have not partaken in it. They responded claiming they had personally looked into the case and found clear evidence someone else had played on my account. (yet did't provide evidence that they had looked at my account, so maybe they did look at my account and found some reason to believe maybe they just assumed their algorithm to be correct I can't be sure). She also said she couldn't go into specifics and said that I am welcome to provide any evidence that might support my claim. So I told her everything I could think of to try and show that I played every game. (Explaining that I have only played from my home or term time address, explaining I own an EUW account and that I play more frequently on and that if you take data from that i'm sure your "system" would not have come to the conclusion that someone else played whichever games it was they thought someone else played, I talked about my mindset going into the ranked games compared to my mindset going into normal/ARAM games and some other stuff you get the idea). Then asked some questions (have I proved I own both accounts?, do you take into account data from my EUW account?, are any of the previous questions intrusive to your investigation techniques?). I wold have asked more but was in the awkward predicament of not knowing why they thought someone else was playing on my account but also knowing they could not tell me the reason as they would see it as giving away information that could be used to exploit there "system". They answered my questions yes, no, no respectively and claimed that they have seen with certainty evidence which only points to someone else having played on my account.

Feeling annoyed I then third ticket explaining a contradiction between one of their support pages and their response to my tickets (while this post didn't support my case it was again met by a response that clearly hadn't read it). They responded with the copy paste response "this account was suspended for participating in boosting and we cannot provide an exception to this". (I never mentioned anything about asking to be an exception)

So I filmed myself playing another 15 ranked games partly so that I could prove it was me in case they banned me because they thought it was someone else again and partly so that I could prove that the other ranked games were me based on the fact that I played these just as I did the games it didn't think were me before and hopefully get this wrongful black mark cleared off my account.

After doing so I submitted another ticket explaining that I have played more games and if you compare them to whichever games you didn't think I played you be see they were played by the same person and I can prove that I played these games. After 4-5 days they responded with Your suspension inquiry has already been addressed in ticket #-------- (the number of my second ticket which ironically enough said "we will gladly review anything you feel is appropriate."). We will be unable to remove or modify the punishment in any way and consider the matter closed.

So I submitted a 5th ticket saying similar things that the 4th ticket said but also including a link to a video of me playing the first of the 15 games that I uploaded unlisted to youtube. (they are rather large files and I don't have a great upload speed so it will take awhile to upload the rest of the games). And I asked a list of other questions (the last one being can you attempt to show you have read what I have put?). I got the same reply as the 4th ticket and he did not even acknowledge the questions I asked.

I have submitted a 6th ticket and will likely keep submitting tickets until I find a support staff member who reads what I put.

I will update this post with my progress

EDIT: Update 1: Managed to find a support staff member who will actually read my ticket and looked at the video I linked them of me playing a ranked game since the suspension. They said it only proved I played that game and whilst this is true the point of it which I explained (maybe they missed it or maybe I didn't explain it very well) was that I was requesting that they repeat their investigation so they could see that the ranked games played since were played by the same person that played the games they didn't think were me, which in combination with proof that it was me that played the games since would prove I played the ones they didn't think were me. If I can convince them to re-investigate I am confident that I can prove my innocence

This is not relevant to the discussion of the article but if you want to formulate your own opinion on whether or not you think I played the games myself my op.gg is here. But again I stress the article about how RIOT deals with false posatives. https://eune.op.gg/summoner/userName=KuribohOP

33 Comments

Sarutobi2 votes

I have contacted support and was help with very quickly and satisfied by their service. Granted it's not for things like asking why I've been ban (never have been) it's usually for things like store issues.

While I can understand it can be hard. They obviously won't share all the information with. Especially like how they get information. Or else what is stoping you from helping out boosters work their way around it? Also note that they keep track of basically all the games you played. So if you learned and got better it would show. If your wins just spiked out of nothing it would give off a red flag. Especially things like where you play. Obviously there is no way for you to log into California and then 5mins laters in say New York. Things like VP switchers (or what ever they are called that changed your IP to a different location) can cause things like this to malfunction. I'm not sure if that's the case here.

All in all I hope everything works out on your end, but it seems like riot has made up their minds!

DJColdCutz2 votes

You can bet your ass the support questions related to store issues ($$$$$$ for rito) will be handled professionally.

Tickets I have submitted related to getting people reported are handled horribly. NotSilphscope from rito Player Support does not read the tickets he receives completely. Instead, he reads the headline and first three or four words before picking a copy-paste that hopefully has something to do with the ticket. Then when you call him out on it, he becomes "unavailable," and his partner orochikyo from rito Player Support takes over and does the exact same thing. Then they spam your e-mail with a survey asking how they did. LOL! Horrible service.

Bedl44m1 votes

haha. this is so accurate

Bedl44m2 votes

from what i have seen, the only people who have truly negative support experiences are those who got banned (whether justly or unjustly).

I've had to deal with this. Waiting on them to rework that method ; /

Bedl44m1 votes

Let me know if you actually get anywhere. Played 600+ games on my platinum account, i think my silver boyfriend played some on it, but apparently that's MMR boosting. Where's he gonna boost me to? the ground? lmao. Guess i have to be streaming at all times to prove anything.

Jubbinaut1 votes

{quoted}

Let me know if you actually get anywhere. Played 600+ games on my platinum account, i think my silver boyfriend played some on it, but apparently that's MMR boosting. Where's he gonna boost me to? the ground?

"MMR Boosting" is a catch-all phrase for any time someone else plays a Ranked game on your account (or you play a Ranked game on someone else's account).

Bedl44m1 votes

Actually no. MMR Boosting is defined as "another player playing on the account with the specific purpose of raising MMR". If you request account recovery RIOT even asks you how many players use the account. If multiple people playing on a single account were truly a problem I would expect RIOT to make that apparent and not ask a ridiculous question like that.

Jubbinaut1 votes

{quoted}

Actually no. MMR Boosting is defined as "another player playing on the account with the specific purpose of raising MMR".

If you've got another reason for letting someone play Ranked on your account, I'd love to hear it.

Better yet, if you've got a way for Riot to tell the reason someone else might be playing on your account, I'd love to know it (and I'm sure they would, too).

If you request account recovery RIOT even asks you how many players use the account. If multiple people playing on a single account were truly a problem I would expect RIOT to make that apparent and not ask a ridiculous question like that.

From the Terms of Use:

"You may not share your Account with anyone other than as expressly set forth herein, and you are entirely responsible for maintaining the confidentiality of your Login Credentials and for any and all activities (including purchases and charges, as applicable) that are conducted through your Account."

Considering that violating the Terms of Use can warrant a perma-ban, I think it's safe to say that multiple people playing on a single account is considered problematic.

Awkward Couch1 votes

Looking at your match history, it looks like you started off in about 1400 MMR, then you went on a massive winning streak in less than a month moving up to 1800 MMR. That to me is suspicious.

As far as a ticket is concerned, I have only sent in one when League was causing my computer to crash. They got back to me the next day and helped me out.

DJColdCutz1 votes

I played about 70 games of ranked this past season and managed to climb from Silver 2 to Silver 4. Great progress. Then I picked up Warwick Devourer Jungle, spammed that in ranked and went like 25-3 in the next 28 games to climb all the way up to Gold 2 (it automatically bumped me to Gold 3 after winning my Gold 4 promos). Wasn't elo boosting, and didn't get in trouble for elo boosting. Crazy win streaks can happen.

Awkward Couch1 votes

It wasn't the fact that this player went on a win streak, its how well they played on at win streak. Suddenly this player was playing at a masters/ diamond level when for most of the season he or she was playing around gold/plat level. That's what makes me suspect. Congrats on the win streak though, you get the siver skin which would be nice to have but I really don't like the way it looks. :/

DJColdCutz1 votes

Ah, okay.. I was just going off of win streaks in general and talking out of my ass as I didn't look up the actually stats of the games you were talking about lol..

Thanks! I don't play Sivir unfortunately.. Me and one of my buddies managed to carry our Ranked 3's team to Gold on the last day of the season too. The only guy who didn't have enough wins to get the rewards? The only guy who played Sivir.. Really really really typical of this genius. Not at all surprised lol.

Awkward Couch1 votes

Yup you can skip divisions, it happens to high elo smurfs, I personally like to watch Heisendong and he skipped divisions all the time. The thing is he remained consistent, consistent in his warding, CS, KDA etc.

I just don't like the way victorious Siver looks. BTW WW devourer is really strong right now. XD I just got my yucky silver border. :/

KuribohOP1 votes

I played ranked as soon as this account hit lvl 30, this account has not played any non-ranked games post lvl 30. I mainly play on my EUW account and just wanted to have a lvl 30 EUW account. Once it hit lvl 30 I thought I might as well do ranked to get the ranked rewards so spammed ranked. The reason my my MMR shot up so quickly is because it was inaccurate which is not to surprising considering I played a significant amount of ARAMs and had not played a game upon hitting lvl 30.

EDIT: I have played a single one for all post lvl 30

Awkward Couch1 votes

I'm not saying you are boosting, but I can see how it could look like that to Riot. Especially when you move up 400 MMR in a single day. That being said if you look here it looks like the last couple games you have been performing at a good level. This would be fine but there were games where you were playing at a masters/ diamond level.

KuribohOP1 votes

Like anybody I have my good games and my bad games but not to the extent that the site suggests I question the accuracy of that site. Lets take some example from it then, the first Ashe game on their I went 11/3/5 in a game that was 4 vs 5 and that was considered a "gold" performance. The second Ashe game I went 10/0/5 in a game where both other lanes dominated without my influence there was no threat as every player on the enemy team was behind and this was considered a "masters" performance. Both of the games where my performance was considered to be "diamond" was a similar story other lanes did well so I got more gold from turrets and the enemy players had less gold so it was easier. This site seems like it is skewed too much by the performance of teammates.

Awkward Couch1 votes

Totally understand the bad games vs good games. Again I don't know if you are boosting or not so until I see some hard evidence I'm going to assume you are innocent. That being said, both op.gg and freelo.gg had you leaping up in MMR. Now this could be coincidence, plain dumb luck, or skill. You should not get punished for having a good game.

As far as the site being bais, I actually like freelo.gg. If we look at the earliest game that I can find, its your annie game. Now you went 7/9/21 as support Annie. Even though your Jinx fed and didn't do damage you were still given a Plat rating (according to both sites I used you should be around a plat rating.). Again you did seem to move up 400 MMR in a single day and that does look suspect.

According to other boards, Riot is punishing for ELO boosting that occurred around early to mid October, which is right around your hot streak went on. Again I'm not trying to accuse you, by the looks of this if this was an elo boost it was a relatively small one, I'm trying to give you the information that I can find.

Bedl44m1 votes

I am intrigued as how you found detailed MMR information on a league account. If it is from op.gg, that information doesn't seem to change much at all for me regardless of my win/loss streaks. And i have yet to be able to see past information.

Awkward Couch1 votes

op.gg gives me an idea but for a more in depth look look at freelo.gg

Korillo1 votes

Oct 12-13, 2015. Looks like pretty obvious MMR boosting to me

KuribohOP1 votes

Those were my placement games I was mostly playing against silver players for during that (and some gold players towards the end) because my initial MMR was inaccurate (which is understandable considering no lvl 30 games had been played by that point). The only games I lost were support Annie games and I would argue that I performed significantly better than my counterpart (anyway that is biased and besides the point) so I stopped filling and played positions I felt I could carry better on. As I noticed the opponents getting tougher I went back to the positions I felt most comfortable on (top and support). Does doing extremely well against silvers/low golds look out of place to you when I was doing above average vs low plats/very high golds.

Korillo1 votes

{quoted}

Those were my placement games I was mostly playing against silver players for during that (and some gold players towards the end) because my initial MMR was inaccurate (which is understandable considering no lvl 30 games had been played by that point). The only games I lost were support Annie games and I would argue that I performed significantly better than my counterpart (anyway that is biased and besides the point) so I stopped filling and played positions I felt I could carry better on. As I noticed the opponents getting tougher I went back to the positions I felt most comfortable on (top and support). Does doing extremely well against silvers/low golds look out of place to you when I was doing above average vs low plats/very high golds.

Well if it was you, you have gotten significantly worse (like extremely significant) at the game. Also, playing no games wouldn't give you an inaccurate mmr it would start you off where everyone starts off.

Playing at a high plat - diamond level then falling off to a silver-low gold level seems unusual to me, yes.

KuribohOP1 votes

{quoted}

Well if it was you, you have gotten significantly worse (like extremely significant) at the game. Also, playing no games wouldn't give you an inaccurate mmr it would start you off where everyone starts off.

Playing at a high plat - diamond level then falling off to a silver-low gold level seems unusual to me, yes.

I never played at a diamond level or at least it didn't feel like I did, I played like a low plat player and had good games and bad games. The fact that I had a very high win rate vs silver/golds which has dropped a bit but I still have a positive win/loos vs plats supports this. What evidence do you have to support your claim I started playing at a silver-low gold level?

Korillo1 votes

{quoted}

I never played at a diamond level or at least it didn't feel like I did, I played like a low plat player and had good games and bad games. The fact that I had a very high win rate vs silver/golds which has dropped a bit but I still have a positive win/loos vs plats supports this. What evidence do you have to support your claim I started playing at a silver-low gold level?

What evidence? Your game history? I don't doubt you never felt like you played at a diamond level, because you probably weren't playing those games ;).

They look at these things pretty closely and maybe you are an exception, and if you are I'm sorry this happened, but I doubt you're an exception.

KuribohOP1 votes

Well I wasn't recording myself play the first 17 ranked games where I went from unranked (no lvl 30 games played) to gold 3 because I never expected to get suspended because I had no reason to believe they would think someone else is playing on my account. After my suspension I did record myself playing another 15 ranked games (these don't appear to be on freelo.gg maybe cause it was preseason idk) where I climbed from gold 3 to gold 1. Where is your evidence that I dropped off to silver-low gold I am genuinely curious because I was playing against almost exclusively plat players (mainly plat5/4's) when climbing from gold 3 to gold 1.

TheEvilQueen1351 votes

you understand it was a different account where he started ranked at 30. don't they usually assume you're bronze/silver your first time going into ranked?

Axests1 votes

i've used about 7-8 tickets and all of them were positive experiences, i was responded to quickly and the matter was closed easily. The reason riot won't tell you anything is because they refuse to reveal their methods of finding mmr boosters and cheaters (which is good in my opinion) and have said on multiple occasions that they only ban players once they are 100% sure of their cheating/boosting. I haven't looked it up myself but apparently on a number of dates you went on massive winning streaks which is suspicious, and you have no evidence the videos you sent in are you playing, you're simply sending them gameplay footage.

KuribohOP1 votes

a.) Not telling you their methods is one thing (I do not expect them to tell me how their system works), not even showing that they have looked at your games is another. b.) You can never be 100% sure of anything there will always be variance. c.) I hit lvl and immediately started playing ranked on this account (it hasn't played any non-ranked games post lvl 30) and was matched against players worse than me the win rate is not too surprising. d.) To clarify on the videos, the Morganna game on the 24th of October was the last ranked game I played before being suspended for 2 weeks. I told support everything about the games. (every game on my account has been played from my home address or my term time address, I told them they can compare the games to the games played on my EUW account (since I play more frequently on that account and have played plenty of ranked games on that without getting accused of MMR boosting) so that they had a bigger sample size etc...). None of the games before the suspension are recorded as I did not expect the suspension. I recorded all of the games post suspension i.e. the last 15 ranked games which took me from gold 3 to gold 1 from my phone showing me at my desk using my keyboard and mouse to play the game on the screen (so everything was on the same shot). I did also record the gameplay but messed that up a bit which shouldn't matter because I assume riot will be able to access the gameplay. The reason I recorded the games after my suspension was so I had evidence I played the games if they tried to ban me because they thought it was someone else again but also so that if I could show that it was the same person playing these as the ones from the first 17 games they didn't think was me then I could prove that all the games were me.

Jubbinaut1 votes

I've only had one less-than-optimal experience with Riot Support:

I attended a viewing party for the NA Nationals with a bunch of friends. Included with the ticket price was supposed to be a code for Jayce + Forsaken Jayce skin, but we were just supposed to put our Summoner names and email addresses on a list.

A week later, I started getting anxious about it, because we'd heard nothing. So I sent in a Ticket, and asked how the champ/skin were supposed to be sent out, then answered the questionnaire I'd received about the event. The next day I woke up to a response from Support giving me my code for the event.

The reason I say it was less-than-optimal is because the actual answer to my question was "answer the questionnaire you received about the event" - and I'd asked the question in that particular way so that I could share the information with the rest of my friends. On the other hand, the Support response did rather obviate the need for the question in the first place, so I can't really call it a bad experience.

DrCyanide1 votes

One detail I'm surprised is missing: what's the name of your EUW account?

KuribohOP1 votes

TypicalBailey

DrCyanide1 votes

So why Alistar instead of Thresh? Why Ashe instead of Jinx? That's the biggest thing I'm noticing right off. You have champions that you use a lot on your main, but you didn't buy them on your second account?

Your Sion game on the second account looks very odd as well. You start Flask and buy three mana potions over the course of that game, yet on your main account you never buy mana potions as Sion. What caused your playstyle to shift so dramatically that you needed 3 mana potions more than normal? You've had ranked games against Nasus on your main, you didn't start with a mana pot then...

I'm no expert by any means, but just the Sion game alone makes me really question who was playing on the EUNE account.

KuribohOP1 votes

I don't own Thresh or Jinx otherwise I would have played them. http://i.imgur.com/wJsgsc2.png The reason I don't own them is because I spent allot of my 1-30 IP on runes and cheaper champions the only 2 exceptions being lee and vayne which I bought during the 1-30 process because they were champions I wanted to play yet had other priorities I wanted to get on my main at the time. The annie support games were played when I only owned Annie and soraka as supports (unless you count stuff like amumu and nunu) http://i.imgur.com/QSc3EGc.png

The reason I played so differently is because I was against a nasus, having played that match-up from both sides before I consider it to favor the nasus the thought process behind it was so that I could use my abilities very aggressively to harass him and try to deny as much cs as possible because in a farm lane he out scales me so I was trying to keep kill pressure for as long as possible in the lane if he sees me without mana from harassing him he knows he is safe to cs without having to worry about me killing him. The strategy worked initialy I got 2 solo kills on him but failed when I got ganked as playing so aggressively and warding so poorly left me an easy target for the enemy jungler allowing nasus back into the game. Looking back at the game I probably should have tried to make more tp plays but that is something I need to work on. When I play sion in other match-ups I don't by mana potions as I do not trade as aggressively in those matchups. I hope this clarifies your confusion.

EDIT: Formating

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