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

KuribohOP·11/29/2015, 3:55:22 PM·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

Sarutobi11/29/2015, 4:26:34 PM2 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!

DJColdCutz11/29/2015, 6:04:14 PM2 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.

Bedl44m11/30/2015, 8:19:07 PM2 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 ; /

Bedl44m11/30/2015, 8:23:57 PM1 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.

Awkward Couch11/30/2015, 9:16:12 PM1 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.

Korillo11/30/2015, 9:22:19 PM1 votes

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

Axests11/30/2015, 9:31:21 PM1 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.

Jubbinaut12/1/2015, 12:30:40 AM1 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.

DrCyanide12/1/2015, 7:43:06 AM1 votes

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