30+ players of the RU segment were blocked for no reason

JackJackAwesomeJackJackAwesome Member Posts: 3
edited July 2021 in Bug Reports
Good afternoon! The fact is that I ran into a problem. My account was blocked with the note - " exploit the Service in any unauthorized way whatsoever, including without limitation, by trespass or burdening network capacity.” I tried to reach support today during the whole working day and received only template letters like "you are a cheater, that's why you were banned". Three times I requested to provide game logs indicating the time and specific date where I used the connection break. No one has provided me with such information. The developers said that this is a secret. Very interesting. It's complicated by the fact that I didn't use any cheats inside the game (except for buying sets for real money).
As we know, game developers can change throughout the life of the project. In recent years, there have been many innovations inside the game, which can not but please. But the developers stopped paying attention to the fact that the stability of the game connection has become much worse. What do I mean by that? When I'm not at home, but I want to play, I log in to the game using a mobile connection. And when using a mobile connection, the connection may be cut off. It is ok. Also recently, it has very often happened that even in the most ordinary mission, when performing daily tasks, the game could lose the connection dozens of times in a row, despite the fact that I play mostly at home and use wi-fi to connect. You understood correctly. My point is that there are problems on the part of developers who decided to close the game problems by blocking a lot of players.
Why do I say a lot of players? Today I learned that in addition to me, more than 30 players from different clans of the RU segment were blocked (by saying different, I mean from the top to not very well-known). Almost all of them have one reason - exploit the Service in any unauthorized way whatsoever, including without limitation, by trespass or burdening network capacity.
In fact, I want to shed light on this problem and understand whether only the RU segment players were blocked this time, or all were blocked in a row. If there are players from other countries who have also been blocked, please leave a message in this topic. My claim to the developers remains the same. I would like to see logs where my breaks are indicated, with a specific time and date, and I also want to get an answer to the question - when will you stop closing your mistakes by blocking your own players? Thanks for understanding.


  • LexiaLexia Community Manager Posts: 788


    I’d like to add a few things to this topic.

    First of all, we cannot disclose specific details; 

    1. Of another players account to another player
    2. On logs from a banned account, because that can end up in players trying to find ways of going around our detection system

    Secondly, as with previous exploits, we can distinguish between connection problems and exploits. 

    Thirdly, we have the ‘Fair Play Policy’ & ‘Terms of Use’ in use for a reason, and do not take banning lightly.

    If you have any questions about your account, reach out to support and they will get back to you.

  • DurakMestniyDurakMestniy Member Posts: 3
    edited July 2021
    If the respected administration does not want to conduct a constructive dialogue 
    with its loyal players, perhaps it is worth conducting a dialogue via google play 
    and in this case the problem will be paid attention to faster, 
    because there will be a greater resonance of the existing problem?
  • m4sm4s Member Posts: 539
    The error is clearly on the IT side, or in the software or hardware layer.
    Now you only need to look at the logs to check if there has actually been a breach of the 'Fair Play Policy' & 'Terms of Use'.
    I can't believe that suddenly so many players decided to play unfair.
    Please note how many interdependent elements affect the connection to the server.
    Maybe the problem lies in the scalability of the Microsft Azure service?
This discussion has been closed.