Hacked, Suspended, now can't partake in Hextech Crafting

Emria·Jun 18, 2016·74 votes·4,014 views

About a month ago, my account was hacked. The attacker spent all my RP and IP, changed my name, and received a 14 day suspension for negative behavior. After about 3 weeks of back-and-forth with Riot support, my account was restored completely, except for the suspension on my history. Now, the end game gives a message telling me I am ineligible for Hextech Loot because of negative behavior. I brought this up with Riot support only to be told they could not remove the suspension from my history, and that I should post on the community boards for help. What should I do?

Update 6/18 12:55 PM CST: I have created another ticket requesting help

Update 6/19 11:00 AM CST: Generic reply to ticket, it's almost as if they didn't read it

Update 6/21 4:27 PM CST: The same Rioter from before has replied with the exact same message, word for word

47 Comments

ShinkoMinoriJun 18, 201631 votes

Support telling you to post on the boards wow... normally is the other way around.

EmriaJun 18, 20166 votes

I thought it was strange, too. I have been less than satisfied with support thus far.

ShinkoMinoriJun 18, 20165 votes

I would keep nagging them asking them to contact a supervisor or something... I think they are just being lazy. Boards won't help you at all.

Synnx7Jun 18, 20165 votes

{quoted}

I would keep nagging them asking them to contact a supervisor or something... I think they are just being lazy. Boards won't help you at all.

It was just a bot reply

EmriaJun 18, 20162 votes

I got plenty of bot replies, eventually someone started helping, but left it like this.

Laaaata BitchJun 20, 20161 votes

They will give you an automated response telling you that there are no supervisors in existance and that they are the highest support level possible

Talon12Jun 18, 20162 votes

{quoted}

I thought it was strange, too. I have been less than satisfied with support thus far.

even though they did more than normal for you? most people who come with a problem that severe they just tell them to get lost, you deserve it. If you ask me you have been quite lucky to get most of those changes reverted

EmriaJun 19, 20161 votes

I do appreciate what they have done thus far, it just hasn't been easy.

TerchioJun 18, 20161 votes

Actually, that's been their method since I can remember. I assume it's a way to streamline their direct support directly into helping people while making gray area requests get voted on by the people (the boards), but it really infuriates people seeking help from their game's support system, only to be thrown into the drama pit.

To be fair, I'm sure they get a lot of requests which drove them to find an easier way to approach support. It is, afterall, one of the most difficult things to manage in a game. I'm not a fan of their method, however.

DUR0CJun 18, 20161 votes

[deleted]

ShinkoMinoriJun 18, 20162 votes

{quoted}

all those skins are shit.

RottedApplesJun 19, 20162 votes

you should delete the link in the quoted message in case it is a fraud thing so he doesn't get people for free.

Remlap1223Jun 18, 20167 votes

That's bullshit. They know your account was hacked but they can't remove a suspension? What a load.

OH MAN NOT GOODJun 19, 20161 votes

[deleted]

Remlap1223Jun 19, 20162 votes

I don't think that's an excuse. I was a toxic player throughout Season 5 that reformed and I still get Hextech Crafting. But a guy who was legitimately hijacked by someone else can't? The actual fuck?

VernMcHansonJun 18, 20166 votes

Typical RIOT support. Not helpful.

Covert Ops GnarJun 19, 20163 votes

Play 20 games

XDolemiteXJun 19, 20162 votes

Well this is one area I have to take riots side. When I have contacted support about problems they have been very helpful to me and responded with a live person. Not always the answer I want but sometimes it was. Not once did they fail to respond.

Laaaata BitchJun 20, 20161 votes

I have never once received an actual human response. Multiple times I have contacted them through many accounts about many situations multiple times. Every single time (for the similar issues) I get a WORD FOR WORD exact response that other "support agents" have given me. I think their system detects certain words, and auto responds

Deep Terror NamiJun 20, 20161 votes

Those are canned responses (prewritten text), but they are from real people. They have sets of those which cover the majority of situations, and rarely do they need to write something entirely unique. It's done to improve ticket times while including all necessary information. The only time you get a bot is when Blitzcrank Bot responds, and it will tell you, and you can also opt out of it (the only thing I know he responds to so far are Unchained Alistar inquiries).

If they need to add anything not included in the canned response they will. If you think the response did not answer you sufficiently you can simply ask them for more.

Laaaata BitchJun 20, 20161 votes

When I ask for more I get yet another prewritten response. when I ask for a non prewritten response, I get yet another prewritten response. to this day and about 100 support tickets I have never once gotten an actual response.

Not to mention I'll be talking to someone regarding my account in player and behavior, and then halfway through the conversation i randomly get a response saying "I will need to transfer this to a player and behavior specialist" even though I was already there and was already transfered. We spend so much money and none of it goes to player support.

Deep Terror NamiJun 20, 20161 votes

have never once gotten an actual response.

No real response, or not the one you want? If you have a ticket that was not resolved, maybe you could share the discussion and let [me] look at it. I have Player Support contacts I can get opinions from if I need to.

Laaaata BitchJun 20, 20161 votes

*never gotten a non pretyped response. As in never had a support person take the time to respond to what I am specifically asking, but instead send me a premade response that best fits what they think I am asking

PermaBan2016Jun 19, 20162 votes

don't spend your money on this game, hell don't even play this game. they literally do not care about the community. you can get spam reported for simply disagreeing with somebody and that will eventually result in bans, its a broken system and they do nothing to change it.

Lord GalvatronJun 18, 20161 votes

Send a Ticket, I got the same suggestion and I created a ticket anyway.

OwltearsJun 18, 20161 votes

I'd make a ticket and state what you know/ suspension not being lifted and see what happens. Hopefully it will be fixed soon

ElikainJun 18, 20161 votes

They cannot remove the suspension. That would be the same as being a certain tier and division in ranked and then the hacker losing the games and placing lower than you were. They cannot restore certain states of your account.

BakedLotionJun 18, 20165 votes

{quoted}

They cannot remove the suspension. That would be the same as being a certain tier and division in ranked and then the hacker losing the games and placing lower than you were. They cannot restore certain states of your account.

I mean, they did it back when people got incorrectly banned.

TerchioJun 18, 20161 votes

That's kinda ridiculous. They have a system that notated that this player has been banned, and then didn't lift the ban completley to give them full rights to the game. The only excuse is if this player is being notated as banned in the past in case they turned out to be rightfully banned at a future date, but even in that case, a notated account should have the rights to play with all the features legitimate players have, or at least have a timeline for restoration.

If support can give a player 1 RP just to knock them off of 0 RP (or something stupid like that... It used to happen a good bit), they can most certainly deal with a matter that has no direct monetary requirement.

ElikainJun 19, 20161 votes

Except that they can affect certain things on your account but there are also certain things that they can't. They can't give you your lost LP and MMR back, they can't place you in a certain division and tier but they can restore and remove content and currency to your account.

There's probably a lot more they can and can't do that i don't know about.

E2K5Jun 19, 20161 votes

Of course they can remove the bans. Heck they could reset everything on your account or unlock everything for you. There are plenty of instances, where people/streamers get falsely banned and then their bans are lifted, after truth comes out. The other day I saw a YT video, where a streamer was perma banned for "having too many friends" (they accepted friend requests from viewers and riot thought they're scamming or something). After explaining what had happened, RIOT removed the permanent suspension from the account.

macromiteJun 18, 20161 votes

I think it's because you can't prove that it wasn't you. or something like that.

EmriaJun 18, 20161 votes

Actually, they can verify the IP address to prove it wasn't me. Also, the very strange behavior (gifting EVERY player after the game, changing the name, spending all points).

macromiteJun 18, 20161 votes

thought of the ip address before i posted, realized that it still can't truly prove anything. suspicious at best, but without substantial evidence pointing to the other point, it could be a case of password sharing or perhaps a vacation depending on circumstance.

I mean, It's really hard to work this stuff out, because of all the other crap. clearly they believe you enough though, as they didn't ban you, so don't worry. just be patient with them as they work out the case.

Emerald FangJun 18, 20161 votes

Why can't Riot do this? They need to rethink their coding if they can't go in and change a few variables and blacklists to remove a suspension.

Finn Teh HumanJun 18, 20161 votes

I call BS. They created the game they can take a ban away from it. At least SOMEONE in Riot can. Yes League is a free game, but we all put a lot of money into it and time into our accounts. I think it's fair that they take away a ban from an account of someone who is innocent.

MonkeyMadnessJun 18, 20161 votes

Look on the bright side, OP, now you at least have a concrete reason for the lack of key fragments...

In all seriousness though, keep harassing support until they put you through to the right people. And I mean harass literally. Keep bumping your ticket when you don't like the response, let them know you are upset that they aren't doing anything. Don't be overly dooshy, but make sure they understand you are pissed, and keep responding, even when they tell you to piss off to the forums. Eventually you'll get through to a behavior analyst that might be able to help. The squeaky wheel gets the grease.

BagguetteJun 18, 20161 votes

Just be good for about 20 games and its gone trust me

ShyvauniJun 18, 20161 votes

If Riot has not removed the flag for "recent punishment" it means that they feel you are not wholly innocent. Also Riot support will never suggest going to the forums for a CS issue/ban appeal, so for that reason I am inclined to disbelieve this entire post.

My punishment ended a few months before hextech was even announced and I still can not get chests. Does it suck? Yeah buut it makes sense. Instead of lieing to get sympathy just modify your behavior and you will,eventually be sble to get chests and keys.

EmriaJun 19, 20162 votes

Direct quote from ticket:

If this is something that you're passionate about pursuing, I would recommend that you bring it up to the boards.

ShyvauniJun 19, 20161 votes

Anyone can "copy paste" a fake qoute. There is literally nothing anyone on the forums can do to remove your punished flag, thus they would not recommend it.

Unless of course it was an attempt by Riot to get others to show you how to modify your behavior so that the flag gets removed.

Health PotionJun 18, 20161 votes

a friend of mine had the same thing, hacked, bought all his shit, and was being negative enough to gain a suspension like you, but after a while he said he got a message after a game saying to keep up the good behavior and it will lift the hextech crafting suspension. He also has asked riot support about the hextech situation like you are as of this moment, but they responded with that they cannot remove the suspension. So my only assumption would to just keep playing and not be toxic and you'll have it removed eventually.