Posted by Saeed

What server you play on? I play on graal Classic and out of all my support tickets I have only recieved one respond. Even-tho some of my support tickets requires and answer and I was never rude or anything like that in my the tickets I sent.
Do you actually guys get responses from your support tickets? If so, what server you play on?

Feel free to move this thread into another sub-forum @ moderators. I thought the posts will be focused on graal Classic toonslab but I believe it’s better to discuss toonslab quality on all graal servers.

Ive been released from a wifi jail within 4 hours of appealing, Era's SUPPORT Staff are more responsible. It took classic 72 hours to unjail me from a wifi jail lol. AND they NEVER RESPONDED XD  

I would say, Graal online classic actually reads most toonslab tickets. If they’re ban appeals they’re probably going to get unbanned (if the player wasn’t supposed to be banned). The problem is because of the fact they don’t reply to tickets even-though they do read most of them. As I stated earlier, you cannot fix all problems if communication didn’t take place from both sides therefore, admins should reply to tickets. I still think ban appeals tickets should be responded to, because a player needs to know of his ban and why he was banned regardless if it was a false ban or not. The reason in the ban screen isn’t enough in my opinion and it’s useless to false bans.  

So... This is an update from a post I made 3 days ago. Whoever was behind it solved my issue under 3 days and replied back saying they resolved it. I don't know, but that's actually amazing. I rarely had any issues with Toonslab, but I'm actually impressed now. I don't want to bother them with my appreciation reply, but I hope my message gets sent thru here.  

If the person who checks toonslab doesn't like you, the rules cannot defend you lol
I don't think it matters if you write a whole text explaining the situation, they won't read it, especially if you have a bad reputation with toonslab.

They made an official discord because they didn't like the fact that people were hanging around outside their game, that's the truth.

A lot of special treatment too, a lot of people who have lost their account didn't hear anything or get help from toonslab, from a logical perspective they are simply lazy. You look at Sarah, she lost her email fairly and gets the whole stuff back with a new account then she gets allowed to do GST with a VPN because China has a lot of things banned or whatever, at this point I don't know what to say lol

Now even the forum has changed, the place where you might actually open up discussions with other Graalians, I am not defending myself or anything but showing (you) the community how things work out around here  

Posted by Jimbo

If the person who checks toonslab doesn't like you, the rules cannot defend you lol
I don't think it matters if you write a whole text explaining the situation, they won't read it, especially if you have a bad reputation with toonslab.

They made an official discord because they didn't like the fact that people were hanging around outside their game, that's the truth.

A lot of special treatment too, a lot of people who have lost their account didn't hear anything or get help from toonslab, from a logical perspective they are simply lazy. You look at Sarah, she lost her email fairly and gets the whole stuff back with a new account then she gets allowed to do GST with a VPN because China has a lot of things banned or whatever, at this point I don't know what to say lol

Now even the forum has changed, the place where you might actually open up discussions with other Graalians, I am not defending myself or anything but showing you the community how things work out around here

Graal as a whole is nothing really more then just there to bring in money, Hell a year ago I sent a ticket to report a player and they respond with they can't lift my ban. what? Literally nothing i sent was about me being banned or anything of the sort. Overall as long as graal makes money, They probably won't care what happens to any of their players just as long as it doesn't make any trouble on their end  

Yeah I feel like there should be some sort of official communication with the staff responsible for dealing with bans, in-game feedback, issues, reporting, etc...

Sending in a ticket means nothing at this point, if you get no response or ticket confirmation number (as you do with typical ticket systems).

The 'forums not being the place to discuss bans' thing kind of makes no sense if this is the 'official' forum now. Maybe just open a whole subforum for issues of that nature? There should be steps to follow in order to escalate that do not include getting stifled by moderators, if (this is the important part) it is used with civility and no profanity or 'admin bashing.'  

Honestly tho out of 20 toonslab tickets I sent I have only received one reply.
Who even reads the toonslab tickets? The graal police team admins? Global graal online staff members? Graal online admins?
If toonslab isn’t a place you can communicate to staff members with regarding issues and bans, if graalians forums isn’t a place where you can discuss issues and bans and if you cannot discuss them in-game either then where are we really supposed to discuss them?
Please either start responding to every toonslab tickets and make the existence of toonslab actually useful. Also, the reasons for the bans should be way more detailed. For example, right now if someone says “f*ck you ugly ***** you....” (excuse my language) he will get banned and on his screen the reason will either be “multiple banns” or “harassment” why not show the player what he said in the ban reasoning? And please “multiple bans” is not even a reason.
Again there is so much more possible improvements can be made to improve the communication between staff members and players.  

I agree, ban reasons should be more detailed so the player has an easier time to learn from his mistakes.  

Posted by Saeed

Honestly tho out of 20 toonslab tickets I sent I have only received one reply.
Who even reads the toonslab tickets? The graal police team admins? Global graal online staff members? Graal online admins?
If toonslab isn’t a place you can communicate to staff members with regarding issues and bans, if graalians forums isn’t a place where you can discuss issues and bans and if you cannot discuss them in-game either then where are we really supposed to discuss them?
Please either start responding to every toonslab tickets and make the existence of toonslab actually useful. Also, the reasons for the bans should be way more detailed. For example, right now if someone says “f*ck you ugly ***** you....” (excuse my language) he will get banned and on his screen the reason will either be “multiple banns” or “harassment” why not show the player what he said in the ban reasoning? And please “multiple bans” is not even a reason.
Again there is so much more possible improvements can be made to improve the communication between staff members and players.

I actually suggested this a long time back, Having a note on the ban to make bans more professional and overall better for communication. Though the main reason I feel we should have notes is to stop random bans so a player actually has to do something bad in order to get banned. I'm not saying admins wrongfully ban for no reason all the time. But I've noticed WAY too many instances of someone banned for things they didn't do. Reason i know they didn't do it for sure is because I could even happen to spend most the day on graal with them and they'll randomly be banned with hacking and cheating. And among many other times I've been there to witness it..players should not be punished at random for things they didn't do. That's just flat out wrong, That's basically like sending a guy to death row for a murder they never done.

Overall I figure the reason whoever random bans is able to get away with it is because there isn't t really anyone to stop them, And the only way to repeal a ban is Toonslab, Which we all know is basically non-existent of a help center  

Toonslab support has become obsolete. This is probably the first game to my knowledge whereas you aren’t allowed to discuss bans or any relevant issues on its official forums. And that you aren’t allowed to update your email to your account.

Spoiler

There was a glitch with the timer before whereas it would reset. So let’s say you were banned for 24 hours. It would count down when the app is open but when you closed it, it’ll restart back to 24 hours. I asked for support to look into it, bypass the info to devs, and they reply back with “the ban won’t be overturned”. In my ticket, I didn’t ask for an appeal. I asked for a glitch in their systems to be looked at and fixed.

Toonslab should follow this game’s site if they want a more reliable support system:
https://us.battle.net/support/en/games/services  

Posted by Bryan*

Toonslab support has become obsolete. This is probably the first game to my knowledge whereas you aren’t allowed to discuss bans or any relevant issues on its official forums. And that you aren’t allowed to update your email to your account.

Spoiler

There was a glitch with the timer before whereas it would reset. So let’s say you were banned for 24 hours. It would count down when the app is open but when you closed it, it’ll restart back to 24 hours. I asked for support to look into it, bypass the info to devs, and they reply back with “the ban won’t be overturned”. In my ticket, I didn’t ask for an appeal. I asked for a glitch in their systems to be looked at and fixed.

Toonslab should follow this game’s site if they want a more reliable support system:
https://us.battle.net/support/en/games/services

They don’t allow ban discussions because they really don’t care. The game has a long history of bad people in positions of authority abusing their powers. Selling staff positions in Delteria, selling items for USD in era and instead of being discipline they get chosen to be PWA. Toonslab was just added, so they could basically say “stfu we don’t care”


I’ve said it before, graals main concern is keeping all the social players happy. You know the ones spending money. Competitive players are to cool to buy gralats for silly lil hats.

Before I get accused of bashing the staff I want to point out that there are a lot of ****ty players too.  

Posted by Bryan*

Toonslab should follow this game’s site if they want a more reliable support system:
https://us.battle.net/support/en/games/services

Can't speak on your specific issue, maybe the timer wasn't glitched and you were getting re-banned by link? There's a lot that could be happening.

Also, you say this is the first game to your knowledge that doesn't allow you to discuss bans on the forums, but your example doesn't seem to? Maybe I'm missing the right subforum:
https://us.battle.net/forums/en/wow/topic/20765067558

Posted by Rusix

Rusix's post

There are no "random bans" that happen out of malice as you suggest from the Graal Police team. Sometimes mistakes happen, but it is rare and Toonslab overturns them and it is brought to my attention.

Your friend probably shared accounts with someone who broke a rule, and was banned by link if you are absolutely sure they did nothing wrong. However, I wouldn't rule out the fact that they were hiding something from you.

Posted by Saeed

Saeed's post

I have explained "Multiple Bans" so many times it makes my head spin. If you want to learn about it, go to the FAQ center and read the rules. Unless the person has been banned for harassment an obscene amount of times and is still harassing, multiple bans won't be the reason they are banned.

In case you have missed my responses to other Toonslab threads, you can let me know if your ticket is lacking a response and I will check on it for you with the person who does tickets. This goes for everyone.

Posted by Agonee

I agree, ban reasons should be more detailed so the player has an easier time to learn from his mistakes.

Check the FAQ building if you want a description of what any of the ban reasons mean. In general, they're pretty straightforward.

Posted by 4-Lom

Yeah I feel like there should be some sort of official communication with the staff responsible for dealing with bans, in-game feedback, issues, reporting, etc...

Sending in a ticket means nothing at this point, if you get no response or ticket confirmation number (as you do with typical ticket systems).

The 'forums not being the place to discuss bans' thing kind of makes no sense if this is the 'official' forum now. Maybe just open a whole subforum for issues of that nature? There should be steps to follow in order to escalate that do not include getting stifled by moderators, if (this is the important part) it is used with civility and no profanity or 'admin bashing.'

The banned person will just continue to lie about whatever happened or not tell the full story, as has always happened when they make threads (and always will). Yes, I do check sometimes. I don't think posting the evidence for the banned person will change this. They will have an excuse for any evidence you show them.

What I'd like anyone with Toonslab issues to take away is the bolded message above. I can't ensure you will be happy with the response, but I will try to get you one (though this has usually happened without my interference).  

@Jarace, I’m referring to it’s support system, it’s clearly detailed and user-friendly. Toonslab’s support site looks like a 2nd grader created it. Here’s an article that can help with providing a reliable customer support page:

https://www.google.com/amp/s/www.hel...ge-design/amp/

Toonslab can’t afford it or too greedy to make it?  

Posted by Jarace

Can't speak on your specific issue, maybe the timer wasn't glitched and you were getting re-banned by link? There's a lot that could be happening.

Also, you say this is the first game to your knowledge that doesn't allow you to discuss bans on the forums, but your example doesn't seem to? Maybe I'm missing the right subforum:
https://us.battle.net/forums/en/wow/topic/20765067558

There are no "random bans" that happen out of malice as you suggest from the Graal Police team. Sometimes mistakes happen, but it is rare and Toonslab overturns them and it is brought to my attention.

Your friend probably shared accounts with someone who broke a rule, and was banned by link if you are absolutely sure they did nothing wrong. However, I wouldn't rule out the fact that they were hiding something from you.



I have explained "Multiple Bans" so many times it makes my head spin. If you want to learn about it, go to the FAQ center and read the rules. Unless your friend has been banned for harassment an obscene amount of times and is still harassing, multiple bans won't be the reason they are banned.

In case you have missed my responses to other Toonslab threads, you can let me know if your ticket is lacking a response and I will check on it for you with the person who does tickets. This goes for everyone.


Check the FAQ building if you want a description of what any of the ban reasons mean. In general, they're pretty straightforward.



The banned person will just continue to lie about whatever happened or not tell the full story, as has always happened when they make threads (and always will). Yes, I do check sometimes. I don't think posting the evidence for the banned person will change this. They will have an excuse for any evidence you show them.

In the past, some of you might remember me trying to reply to threads like these to clear up confusion. The problem with doing that is that most of the posts I'd be replying to are inaccurate speculation. I can't say for sure if they are intentionally doing this or simply misinformed, but it is way easier for someone to post a baseless observation than it is for me to reply with some sort of explanation.

What I'd like anyone with Toonslab issues to take away is the bolded message above. I can't ensure you will be happy with the response, but I will try to get you one (though this has usually happened without my interference).

He doesn't share accounts, I'm pretty positive as he is not entirely the most open person, He wouldn't even let me on his account and I've known him for years. As for him holding any secret, it would be almost impossible given they was banned for hacking and cheating. And I was with him the entire day, and literally was in the same GH with the guy in the Cave in the GH where there is a spar room arranging furniture for ideas. Even if he somehow was hacking in my GH, Wouldn't explain the other handful of times where I've witnessed it...


Though I don't think it is the staff team, I can't imagine Snow,Noob,Mashboyellis,Dread, or other admins that I've met that are actually really nice people. The only admin i can imagine that would likely do such a thing is Milo given her behavior I've seen at times. But due to how random, And how sudden the bans are with people who probably never even met Milo makes no sense to me. Even though I can see Milo banning someone who simply caused a inconvenience even if they didn't do anything wrong, I don't think she is likely to just ban at absolute total randomness for absolutely no real resson. if that makes sense. But I'm also positive that random bans on some wavelength seem to happen more often than we realize it seems, I've witnessed too many times of something of the sort happening to just dismiss it. But as to how random bans happen if not the staff team is beyond me.  

Posted by Jarace

I have explained "Multiple Bans" so many times it makes my head spin. If you want to learn about it, go to the FAQ center and read the rules. Unless the person has been banned for harassment an obscene amount of times and is still harassing, multiple bans won't be the reason they are banned.

In case you have missed my responses to other Toonslab threads, you can let me know if your ticket is lacking a response and I will check on it for you with the person who does tickets. This goes for everyone.

I do remember you explaining the reason of the ban "Multiple Bans" and from what I remember you said 90% of the times It's when a player been banned multiple times for the same reason. Then the reason "Multiple Bans" is issued which is a longer duration ban than what the player usually gets. However, this the same reason the player got banned for multiple times could be cheating or hacking, it could be harassment, it could be sexual harassment, game disruption and whatever the rest of the bans are. Could it not be at least "Multiple bans- harassment" for example? Because trust me some players are not very sure if they got harassing somebody/ sexually harassing etc.

Yes the reason of the ban explains what the player did but sometimes the bans are issued after a while of what they actually did. So they're like "I was offline when did I harass someone" or "I hasn't been online for days when did I hack". So would you not agree making the ban reason a bit more detailed will provide a much better explanation to players and will shorten the amount of toonslab tickets you guys receive regarding bans?

For example look at the popular game League of legends. When you get banned for harassing players they quote what you said and give you that as the reason for your ban

If it's because he speed hacked it can be "Hacking/cheating - speed hacking in spar"

I just feel like most players who are complaining about their bans is because they're denying the provided two words reason regardless if it's true or not. So actually telling them what they exactly done will put them on a stage where they can't say I didn't do that...