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It is possible for a member of staff to abuse their power. It is possible for a member of staff to be "hacked" too, I guess. However, the support ticket system is not moderated by any of the GP team. All tickets are judged upon the proof that is available (logs, system-issued notices, etc) not through the word of the staff member that issued it. People don't get banned for "no reason" and usually the players who claim such just have their accounts associated with someone else (through transferring accounts that they owned to other people, logging on other people's accounts, etc). This kind of scenario has always resulted in the unbanning of the account from what I've saw.
So, if an appeal is rejected then there is going to be proof which supports the ban placed on the player that received it. The GP team and the 'support team' are mutually exclusive and do not work together.
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Thank you for providing a helpful response. I have a follow-up query: Is it totally unreasonable for the support team to give the player a reason for why they were banned? Especially when it's a long ban (and the player seriously has no idea what they have done to deserve it). "Inappropriate Solicitation" is a very broad term. My friend did ask for a reason but wasn't given one. Like you said, given that they were unwilling to lift the ban, they must have evidence of some kind of wrong-doing. Why can't they at least give this player a little more information so at least he knows
why he was banned for 6+ months. Naturally he feels pretty slighted (to say the least).
He doesn't share his account with anyone or let anyone have access to his account. He's honestly the last person I would ever imagine being banned for any sort of malicious or inappropriate activity of any kind. That's why I was as surprised as he was when this happened, and also why I'm fighting for him. I have no problem putting my forum reputation on the line for him.