Permanent ban for a PC malfunctioning

[Jvanoz]

I can't recommend this game, not for the game itself (it has some problems but it's a nice game) but for it's bad customer support.

I was victim of a hardware malfunctioning that caused me a permanent ban, and no one is listening to me, I sent tickets, email and contacted the devs on discord, but they don't care and don't wanna look further in my case and don't even give me an exact explaination of why I was banned, just a generic third party software / exploit.

That's what happened to me:

I have a problem with my PC, every couple months it starts to reboot itself randomly.
When it happens I open the case, clean all the dust and unplug my GPU, clean everything accurately then plug it in again. This usually solves the problem and the PC works fine for a couple months then it starts again.

This time it started rebooting while I was playing Naraka.
It rebooted a couple times and then I decided to open my case and do the usual stuff I do to fix the problem.
When I booted my PC it gave me a CMOS error and the motherboard settings was resetted (I guess I have to change the MOBO battery). I saved the MOBO standard settings and booted my pc.

When my PC started, I opened Naraka again and I started a match. I started noticing the characters in the selection screen moving faster than normal and the audio sounded strange too. when the match started I noticed that my character was walking, running and jumping too fast and my ping was very high. So I understood something was not working as expected and I closed the game.

Then I tried to open YouTube to see if the videos were working fine, and they weren't. they were accelerated and the audio was off sync. Then I googled this problem of games and videos running too fast and found some topics. They told to try and reinstall GPU drivers, so I did it and rebooted my pc.

My PC was working fine again, but when I opened Steam I found a permanent ban on Naraka.

I contacted the customer support through the ingame ticket and I sent them an email to the address Steam indicated me, describing in detail what happened to me that caused that ban. I have been told that I was using third party software / exploit. I tried to send them another ticket and another mail, but I always get the same automated reply.

I even went to Discord and asked for help. The moderators didn't take me seriously and started make fun on me saying I was I cheater and I was telling lies. I contated through PM all the devs and after 1 day only one of them answered to me telling me that the decision cannot be reversed, without giving me other details or explainations, even though I described them what happened and sent them topics of similiar problems happened to other people.

I asked them to check this case better because I didn't cheat and it's not fair I have to lose the money and get a ban on my Steam profile (10 years old, never had a problem before, I never cheated and never will)

It's so bad to be flagged as a cheater when you did nothing wrong and you were victim of bad luck and a uncommon PC problem.

Steam says they can't do anything on bans from other sellers' games, but I think they should double check those bans or developers can do whatever they want.

Here are some topics with problems similiar to what happened to me:

https://forums.tomshardware.com/threads/all-of-my-games-are-running-too-fast.1367222/
https://superuser.com/questions/610322/graphics-issue-games-and-videos-running-too-fast-over-accelerated

[小鱼儿叔叔]

It's very interesting that few days ago I also complained an unfair ban of my account due to exactly the same situation just like the OP.
Ppl all attacked me just because they saw Chinese in my profile and assumed I'm a Chinese.
Today I saw another dude from an European country complaining account got banned for some reason, turns out ppl started to defend him.
It's just hilarious to see you hypocrites and double label against Chinese ppl.

[Owlusory]

โพสต์ดั้งเดิมโดย SleeprunnerInc:

โพสต์ดั้งเดิมโดย Jvanoz:

I didn't check because that problem never happened before, so I opened the game normally.
It just randomly reboots but after cleaning works fine no problem, never had a malfunctioning before. I didn't "fix" it because I never understood what caused the problem. And instead of wasting money on this PC I was saving for a new one.
I know I had very bad luck but I hoped the devs would at least try to investigate this further, maybe checking the logs or something would make them understand I'm telling the truth, but I'm just being ignored

Unfortunately yer not the first one who is using said explanation or something of the kind.

There's so many people claiming X things but the devs can only see what they have logged, and if their system flags you they have to make a call.

And alot of cheaters cry wolf unfortunately so even IF your case is true with the malfunctions etc, there's a thousand others who aren't truthful and use similar explanations.

If this is true, then doesn't that mean that innocent players are also being judged based on a problem they had with their pc and, being either lower or middle class and having been saving for a better computer, got permanently banned, wouldn't they be devastated they can't play the game anymore as they are now "perma" banned? Exactly how are they banned? Are they banned via account or banned via ip? If there are restrictions like that in place it'd be harder for them to rest their case or even try playing or buying anything again and the playerbase would suffer. Without mercy for messups, the playerbase will soon diminish and cause problems for even the common man. It shouldn't be this way.

[SleeprunnerInc]

โพสต์ดั้งเดิมโดย Echo:

โพสต์ดั้งเดิมโดย SleeprunnerInc:

Unfortunately yer not the first one who is using said explanation or something of the kind.

There's so many people claiming X things but the devs can only see what they have logged, and if their system flags you they have to make a call.

And alot of cheaters cry wolf unfortunately so even IF your case is true with the malfunctions etc, there's a thousand others who aren't truthful and use similar explanations.

If this is true, then doesn't that mean that innocent players are also being judged based on a problem they had with their pc and, being either lower or middle class and having been saving for a better computer, got permanently banned, wouldn't they be devastated they can't play the game anymore as they are now "perma" banned? Exactly how are they banned? Are they banned via account or banned via ip? If there are restrictions like that in place it'd be harder for them to rest their case or even try playing or buying anything again and the playerbase would suffer. Without mercy for messups, the playerbase will soon diminish and cause problems for even the common man. It shouldn't be this way.

Nice necro.
And unfortunately it has to be this way.

Better safe than sorry.
If you aren't sure that your PC is working correctly or can run the game correctly then you should probably NOT touch the game and just keep saving up till you CAN play it.

[RocknRolla]

Cheater...