What server were you having problems on?  

Era of course  

Toonslab seems to work fine for me. Whenever I get banned, I am able to appeal it within a few hours by sending a ticket to Toonslab. I had a 3,000 hour long ban and I was able to unbanned within two hours.

Basically what you should do is be as nice as possible. Do not even mention if you're angry or pissed off. If you do that they're ignore you/reject your appeal. You just have to say "I didn't do anything" and "please unban me, I didn't do anything."

I see so many people complaining about Toonslab being "inefficient", and when I ask to see what they typed in their ticket they literally have a bunch of curse words and they're saying all this bad stuff and threatening Toonslab to unban them. Yeah, like that's going to work.  

Posted by Common Sense

Basically what you should do is be as nice as possible. Do not even mention if you're angry or pissed off. If you do that they're ignore you/reject your appeal. You just have to say "I didn't do anything" and "please unban me, I didn't do anything."

wtf is this, seriously?

http://ssnguild.com/wp-content/uploads/2014/12/Ataka-Facepalm.jpg (Unsupported image host)  

Posted by Zadix_Grae

That's probably not the smartest thing to do.

ill get a quick response their going to read carefully.
luckily for toonslab i am not banned right now.  

Posted by Common Sense

Toonslab seems to work fine for me. Whenever I get banned, I am able to appeal it within a few hours by sending a ticket to Toonslab. I had a 3,000 hour long ban and I was able to unbanned within two hours.

Basically what you should do is be as nice as possible. Do not even mention if you're angry or pissed off. If you do that they're ignore you/reject your appeal. You just have to say "I didn't do anything" and "please unban me, I didn't do anything."

I see so many people complaining about Toonslab being "inefficient", and when I ask to see what they typed in their ticket they literally have a bunch of curse words and they're saying all this bad stuff and threatening Toonslab to unban them. Yeah, like that's going to work.

Alright, so just to clear this out.

My first ticket:

Spoiler

Hello, dear staff member.

My name is Eroz, and I'm a player of GraalOnline Classic for mobile devices for more than 4 years and I want to continue enjoying the game. Back in september i got into a discussion with a player which i accept it got into insulting. I got banned for a year, and then ip banned(I don't know for how long, though), and I sincerely don't agree with the lenght of this ban, and seriously that discussion I had was not a great thing..

I've been a loyal player who has made friendships, got smiles and great memories on this game. Besides I have spent $70+ in-game-purchases and provided help as Player Relations on iZone. I want to highlight the fact that I agree with the ban that I've given(that if im not wrong has passed more than 6 months) but I believe the time has been excessive.

Anyway thanks for your time, and hope this problem can be solved! Sincerely yours, Eroz.

PD: Account ID: MYACCOUNTID Account email: EMAILASSOCIATEDTOACCOUNT

And that ticket was deleted. Later on I submitted this ticket:

Spoiler

Alright this is the second time i'm writting a ticket to the support team, somehow today I go to this page and my ticket was deleted, and no, it wasn't me who deleted It.
So I do demand an answer. My message was this:
Hello, dear staff member.
My name is Eroz, and I'm a player of GraalOnline Classic for mobile devices for more than 4 years and I want to continue enjoying the game. Back in september i got into a discussion with a player which i accept it got into insulting. I got banned for a year, and then ip banned(I don't know for how long, though), and I sincerely don't agree with the lenght of this ban, and seriously that discussion I had was not a great thing..

I've been a loyal player who has made friendships, got smiles and great memories on this game. Besides I have spent $70+ in-game-purchases and provided help as Player Relations on iZone. I want to highlight the fact that I agree with the ban that I've given(that if im not wrong has passed more than 6 months) but I believe the time has been excessive.

Anyway thanks for your time, and hope this problem can be solved!

Sincerely yours, Eroz.

PD: Account ID: MYACCOUNTID Account email: EMAILASSOCIATEDTOACCOUNT

This time I expect and demand and answer. I feel amazed how you guys have forsaken someone who has trust his money and time(over 4000 hours) on this game...

As you can see, on both tickets I'm not at any point rude, nor curse or swear.  

Posted by Eroz

I'm not above the law nor asking for special service. It just annoys me how unethical the service is with even the most loyal players. I'm just asking for a staff member to hear me and contact me back in order to solve the problem I'm having.

For the ones asking what the problem is, here it is:

Back in september I got into a special discussion at Graal Spar Arena with a guy who insulted someone I do really appreciate, and I was not gonna stay quiet, so I insulted back(and see, I accepted it, and accepted the consequence which is a ban). And then suddenly my ban time appears, and guess how long? A year. Then I emailed them(toonslab) to appeal because that lenght was in every single way too excessive. I go back that same day and guess what? IP Ban.

Why in this world would I be indefinetly IP Banned? I was Player Relations on iZone, and I know the rules, and seriously whoever banned me did something unethical or doesn't really knows how this works.
So as how it was September, i started class again, so I forgot about Graal. Now in February I want to play back again, and I remember this.

Alright, so I deserved a ban. Don't you think that is enough a ban from september to February for a wretched discussion with ended on bad terms?

Honestly, I accept what I did and accept a ban, but in every single way you see this, it is excessive.
IP Ban for undefined time, and Ban for a year?
You staff should watch more carefully who you hire...

So basically, if a ban is for a year it is because you have past offences, if you try to argue other wise you are clearly lying about something - they check past bans as well as comments so users who have repeat offences and generally a bad history will get banned longer than someone committing the offence for the first time.

Why are you blaming staff for giving you an iP ban? If the iP ban took place after you sent a ticket that means someone high ranked had decided it fit to place it as normal staff do not view tickets, besides if you are banned then it is illegal with-in the game rules to try and evade it by making new accounts so really it makes sense to place an iP ban.

I generally feel like you are leaving out some information as to what happened here, anyways the people who handle the tickets do not use Graalians so no sense in posting here. Not going to reply anymore, but I think I explained things pretty well.

Plus, if they deleted a ticket then I can only guess they realized it was irrelevant to why they banned you and generally they have already decided it will not be lifted.  

Posted by Sardon

My friend started swearing at some kid for insulting his dead mother and he got banned
Why didnt the kid who was harrassing him get banned?

Basically here's what happens. If it's not through PMs and they keep quiet before we arrive, we have nothing to go off of except the other guy insulting the person who supposedly insulted his dead mother. Now unless he or by-standers have videos/pictures of the other guy insulting his dead mother or we can find it in the PM history (Last 10 or so PMs, so it's likely to pop up) then he gets off free while dead-mother guy gets punishment for breaking the rules.

tl;dr

Dead-mother guy was the only one caught badmouthing while the guy who was said to be insulting his dead mother was caught doing nothing and so dead-mother gets punished while other is free to go.  

Posted by Colin

So basically, if a ban is for a year it is because you have past offences, if you try to argue other wise you are clearly lying about something - they check past bans as well as comments so users who have repeat offences and generally a bad history will get banned longer than someone committing the offence for the first time.

Why are you blaming staff for giving you an iP ban? If the iP ban took place after you sent a ticket that means someone high ranked had decided it fit to place it as normal staff do not view tickets, besides if you are banned then it is illegal with-in the game rules to try and evade it by making new accounts so really it makes sense to place an iP ban.

I generally feel like you are leaving out some information as to what happened here, anyways the people who handle the tickets do not use Graalians so no sense in posting here. Not going to reply anymore, but I think I explained things pretty well.

Plus, if they deleted a ticket then I can only guess they realized it was irrelevant to why they banned you and generally they have already decided it will not be lifted.

And yes I have previous warnings. I'm not a saint.
Back in 2010 I used to glitch, and 2011(beginning) go to Nimda Island, etc. It was great and fun. And I don't regret it.
In 2013 in the last quarter I remember getting into some sort of guild fight, and 2014 was a very quiet year because of my studieS(Except for what I'm appealing right now).

So there's actually no reason for this, and no, I'm not hiding anything at all, as you see, I've told you the exact case, and even provided the 2 tickets I submitted, character per character.
And I do well know the rules, I once applied them on Zone, and I can affirm that the lenght of the ban has been excessive. On the other hand, I do not understand the IP ban.

I have more than 1 account, that is true, but seriously, who doesn't? I use one to practice spar, and the other for holding a guild that I wouldn't trust a person but me.

This is illogical, and un-ethical.  

Posted by Colin

Zadix point was that if you over react enough to the point where you bring in legal threats, they aren't going to take you seriously.

Thank you, this is what I meant.  

Posted by Reno

What server were you having problems on?

Probably iZone.

Or maybe iClassic.  

Posted by ToshiHiro*

Probably iZone.

Or maybe iClassic.

iClassic.  

To parrot Cookie, staff aren't omnipotent.

Unfortunately we can't log all chat, so we can only see things occur after the fact if the disturbance occurred through over-head chat.

I agree that the person who handled your ticket didn't do their job, even if you weren't going to be unjailed you at least deserved a response.

Edit: E-mail Xor about this issue, he may get back to you.  

Posted by Reno

To parrot Cookie, staff aren't omnipotent.

Unfortunately we can't log all chat, so we can only see things occur after the fact if the disturbance occurred through over-head chat.

I agree that the person who handled your ticket didn't do their job, even if you weren't going to be unjailed you at least deserved a response.

Edit: E-mail Xor about this issue, he may get back to you.

Should I email to [email protected] or does he has a personal e-mail?

Thanks, Reno, I do appreciate your support.  

Posted by Eroz

Should I email to [email protected] or does he has a personal e-mail?

Thanks, Reno, I do appreciate your support.

I believe his personal e-mail used to be [email protected] but I'm not sure if Managers check their personal e-mails now that support.graalonline.com has become pretty much the primary method of ticket based support.

I know that snk doesn't really use his personal Graalonline e-mail to respond to tickets.