Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have owned a Guild Wars account since approximately 2006. In 2016 I received notice of a temporary ban on my Guild Wars 2 account for "disruptive behavior". I argued with support in tickets and over the course of that conversation I was informed that my account was permanently banned. The reason given for the termination was that I refused to change my game account email to a different one. I'm willing to change my email now, and to be mindful of any requests I make of the support team.After I declined to change my email address, I received a reply that my account was permanently terminated, and that my tickets might be ignored in the future. When I received a notification that my ticket had been closed without response, I submitted another ticket. This continued for months because I felt I'd paid for a service which was discontinued without rational justification. I eventually decided to take some time. I would however like to resolve this series of miscommunications.

  Business Response

  Date: 11/11/2025

  Hello,
  
  Thank you for reaching out about your recent ArenaNet Support ticket (9455418). 
  
  We have reviewed your account and found that it is no longer eligible for release due to your refusal to change the email, and your repeated abuse of ArenaNet Support Staff in 2020. 
  
  This decision is final, and is not eligible for appeal.

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24130708
  
  Hello,
  
  I no longer refuse to change my account email.
  
  I have reviewed the message that was sent to the support team on Oct 27, 2020. I understand, and I will not abuse anyone.
  

  Thank you,
  ***** ********

• Initial Complaint

  Date:11/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guild Wars support has failed me miserably. I made a ticket on the 4th of October to recover an old account. 1/5 of the support agents were actually helpful. I have since been ghosted on my support ticket since the 10th. I have tried to escalate it through another ticket, and it was merged to the failed ticket within an hour. I then tried to email support and it was merged to the failed ticket within 2 hours. So the support team is responsive, except when you ask for a support lead to answer instead of 5-6 different support members. I have found all the required information since I made the ticket, and quite frankly I believe my old account should of been merged to my current account by now, or the ticket deleted so I can start over. I even requested that to be done on the 19th of October. I hold people accountable for a living, so here I am. I have documented the entirety of the ticket and have screenshots, with copies of both. I even tried to escalate it to ****** and am still in the process of doing that. I've offered photos of the game boxes which i still possess, and even my photo ID. I've proven I'm the owner in many ways, and its not something I'm going to let go. This has given me such a bad taste in my mouth that I can't even enjoy playing anymore knowing that the support treats people this way. It is 100% unacceptable.

  Business Response

  Date: 11/06/2025

  Hello,
  
  Thank you for contacting us about your recent ArenaNet Support ticket (9456790). 
  
  Account security is our utmost priority. We were unable to verify ownership of the account based on the information you provided. In order to assist you in recovering the account, we require you to provide the correct email address registered to the account, and/or the address registered at the time of account creation. Unless this is done, we are unable to assist.

• Initial Complaint

  Date:11/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday November 1, I was banned for so called actions on my account that never happened , I never violated any of the company so called policies , and was harassed by another person and the this company unjustly punished me

  Business Response

  Date: 11/03/2025

  Hello,
  
  Thank you for contacting us about your recent ArenaNet support ticket (#*******). I have reviewed the case and found that we located a failed login attempt from a foreign location which resulted in a temporary block. This block was to ensure the account remained secure. 
  
  We reached out to you yesterday, Sunday, November 2, 2025, to let you know that the temporary block was removed, and you are free to access the game once again.
  
  If this is in regards to another account, please update the ticket you've already created with ArenaNet Support and include any additional information so we can assist. 

• Initial Complaint

  Date:09/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased the Guild Wars 2 game back in 2012 and spent thousands of dollars on it and now I haven't been able to log into it for over 2 weeks and the whole time I have been trying to work with customer support and they keep giving me the run around trying to make it to be on my end of why its not working when it is actually on their end. I have sent them files upon files showing them that it is not on my end and they have been very unhelpful in fixing my account that I have payed lots of money to play on. They have also gone days in-between single responses like I don't matter to them. I have even told them about what about them making me a new account and transfer all my stuff and everything that I have unlocked/achieved to it but no response from them. I am getting very frustrated at their lack of support to fix a product that I cant log into to play that I have paid as a paying customer for. So if they cant do a transfer of everything to a new account I want to go for a full money back settlement of every ***** I have spent (on gems, expansions, and upgrades) since buying the game back in 2012.

  Business Response

  Date: 09/09/2025

  Hello,
  
  Thank you for reaching out to ArenaNet about your recent Guild Wars 2 ticket (*******). Based on the most recent activity, one of our agents responded to you yesterday (September 8, 2025) with an update. 
  
  Our agents will continue to work with you on your current ticket, and have escalated the issue to our development team for further review. We will communicate any updates with you via your ticket.
  
  We appreciate your patience.

  Customer Answer

  Date: 09/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they get it fixed soon. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against ArenaNet, LLC for failing to provide a paid-for product and for unfair business practices.On July 27, 2021, I pre-ordered the "End of Dragons" ***. On October 23, 2021, ArenaNet permanently terminated my account, months before the *** was even released. They took my money for a product and then made it impossible for me to ever use it. The reason given was "account sharing," which I ******* attempts to resolve this have been met with a lack of due process:1. Failure to Provide Paid Product: My requests for a refund for this inaccessible, pre-ordered product have been ignored.2. Lack of Transparency: ArenaNet claims to have "overwhelming evidence" of a rule violation but refuses to provide any specific details, making a fair defense impossible.3. Disregard of My Evidence: I offered to provide substantial counter-evidence, including live stream records and testimonies from over 10 witnesses. This offer was completely ignored.4. Flawed Investigation: Their process seems unable to distinguish my legitimate use of a VPN for connection stability (a common practice for international players) from the accused violation, suggesting their methods produce false positives.I have a full record of my good-faith efforts to resolve this since 2021. ArenaNet's final response was that their decision is "final" and "not applicable for appeal," refusing any further communication. This is an unacceptable way for a ************ to treat a paying customer.Desired Resolution:I request ********************'s mediation to achieve a fair outcome. My desired resolutions are:1. A full and immediate refund for the "End of Dragons" expansion I paid for but never received.2. A transparent re-investigation of my case where my evidence is fairly reviewed. The ideal outcome would be the reinstatement of my account.Thank you for your assistance.

  Business Response

  Date: 07/07/2025

  Hello,
  
  Thank you for contacting ArenaNet about your account.
  
  As we have already informed you, your account was found to be in coordination with a known PvP booster 214 times between 4/30/20 and 10/2/21. The action taken against your account was not the result of VPN usage and, because of this, your account was permanently closed. 
  
  In addition, you repeatedly abused our Support system with hundreds, if not thousands, of support tickets appealing a decision that we informed you was final. You also created new email accounts in an effort to bypass our system in order to excessively spam our team.
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23556289
  
  I am rejecting this response because:
  
  This response from ArenaNet is unacceptable, as it fails to address the core issues of my complaint and introduces new, unsubstantiated, and false accusations in an apparent attempt to discredit me as a consumer.
  
  I will address each of ArenaNet's points directly:
  1. Regarding the "Account Sharing" Accusation and the Lack of Due Process:
  This complaint challenges the fundamental fairness of ArenaNet's investigative process. By refusing to disclose a single piece of specific, verifiable evidence, ArenaNet has effectively conducted a "secret trial" where I was accused, judged, and sentenced without any opportunity to mount a meaningful defense. As I have stated to them previously, it is impossible to defend myself against something I do not know. This practice is contrary to basic principles of procedural fairness, especially considering ArenaNet's history of producing false positives in ban waves, which has been publicly documented.
  2. Regarding the new accusation of "Abusing the Support System":
  A consumer should not be punished for reasonably seeking resolution when their inquiries are ignored. The claim that I submitted "hundreds, if not thousands, of support tickets" is a gross and misleading exaggeration. My process was to submit a new ticket only after my previous one went unanswered for a reasonable period, typically one to two weeks. This was a direct result of ArenaNet's unresponsive support process, as they often closed tickets unilaterally, forcing me to open a new one to continue seeking a resolution.
  3. Regarding the new accusation of "Bypassing the System with New Email Accounts":
  This was not an attempt to "bypass" the system, but a necessary workaround due to failures within ArenaNet's support portal. At one point, their system required a user to be logged in to submit a ticket, which was impossible for me as my account was banned. Later, my primary email address stopped receiving "request received" confirmations, leading me to use other addresses simply to ensure my legitimate service requests were being received.
  4. My Counter-Evidence and the Flaws in ArenaNet's Investigation:
  ArenaNet has systematically ignored my substantial counter-evidence and relied on what appears to be a flawed investigation.
  - Witness Testimonies & Verifiable Presence: I have repeatedly informed ArenaNet of over ten witnesses who can attest to my personal and continuous operation of the account. They can verify my active presence and voice communication on our guild's Discord server, including during frequent, private live streams. Crucially, I can account for any access from different devicessuch as using a former partner's computer, as I remained connected to Discord voice chat with my guild, proving my continuous, personal control over the account at all times. **********************'s refusal to consider this evidence is unacceptable.
  - Contradiction of Player Profile & Logic: The accusation is fundamentally illogical and contradicts my established player profile. I am a ******** player who has invested several years and thousands of dollars into my account, having purchased nearly every cosmetic item from the gem store. My gameplay record shows marathon sessions of ***** hours a day, sometimes for days consecutively, across all game modes, including personally grinding for PvP tokens. It is unreasonable to assume a player with this level of dedication and financial investment would risk their entire account for the minimal benefit of having someone else play PvP matches.
  - Flawed Technical Logic: Their logic (that my account was not compromised because security credentials remained unchanged) fails to distinguish my legitimate use of a VPN for connection stability from prohibited activity, suggesting their detection methods produce false positives.
  
  Conclusion and Reiteration of Core Complaint:
  ArenaNet's response avoids the central, undeniable fact of my complaint: They took my money for a pre-ordered product ("End of Dragons" DLC) and then terminated my account months before the product was even released, making it impossible for me to ever use it, and have since refused to issue a refund.
  
  I stand by my desired resolution:
  - A full and immediate refund for the inaccessible "End of Dragons" expansion.
  - A truly impartial and transparent re-investigation of my account termination. The reinstatement of my account remains the most just outcome.
  
  I respectfully ask the BBB to continue mediating this dispute. I trust the BBB to facilitate a fair process and urge ArenaNet to provide the specific evidence they claim to possess, so that this matter can be resolved transparently and justly.
  
  Sincerely,
  Zih *** ****

  Business Response

  Date: 07/21/2025

  Hello,
  
  Thank you for contacting ArenaNet about your account.
  
  Once again, our review of this situation was thorough and complete. We do not share the details of our investigations, but our findings warranted the closure of the account. As we have repeatedly advised, your account was found to be in violation of our User Agreement and Code of Conduct, which I have included links to below for your review. Based on our findings, and your resulting behavior in abusing our ***************** your account was closed and is not eligible for appeal.
  
  User Agreement: **************************************************;
  Code of Conduct: ***************************************************;

  Customer Answer

  Date: 07/21/2025

  Complaint: 23556289
  
  I am formally rejecting ArenaNet's response. It is evasive, fails to address the central issues of this consumer dispute, and is therefore unacceptable.
  
  1. Evasion of the Core Consumer Dispute: This complaint, filed with the Better Business Bureau, is centered on a clear financial transaction. I paid for a product (a game DLC "End of Dragons") and was immediately prevented from using it, with no refund offered. ArenaNet's response completely ignores this fundamental consumer issue of failing to deliver goods and services paid for. Their silence on the actual transaction is a tacit admission that they have no valid defense for taking my money without providing the product.
  
  2. Refusal to Substantiate Accusations: Instead of addressing the consumer dispute, ArenaNet deflects by repeating an unsubstantiated accusation of "account sharing." They once again confirm their policy of not providing any evidence, which denies me any form of due process. This is a fundamentally unfair practice.
  
  3. Introduction of a Retaliatory Claim: Furthermore, their new accusation of me "abusing ***************** is a baseless and retaliatory claim against a customer for persistently seeking the transparency and resolution they failed to provide.
  
  Since ArenaNet is evading the actual consumer dispute and refusing to engage in a fair or transparent process, I have forwarded their non-responsive reply to the Washington State ************************* (Case File #******) as further evidence of their unfair business practices. This complaint is not resolved.
  
  Sincerely,
  Zih *** ****

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The game GW2 from ArenaNet has so many things that seem pointed at me like a reflection of a black mirror and so some of the players of the game have been straight dog water, so I've had threats and have a mental illness called schizophrenia because of it. I've been attempting to solve this by doing other activities but I believe that it would be more effective for the next upcoming expansion to be something that doesn't look like my backyard.I feel picked on and its obviously their fault, I have many reports on the forums and on steam forums for their website for subtle changes that no one would notice yet it would make my life a lot safer.I continue to play and report players and to improve the community via making friends online.

  Business Response

  Date: 06/16/2025

  Hello,

  Thank you for contacting ArenaNet with your concerns.

  The ArenaNet **************** team is unable to make a medical diagnosis, but the existing medical research literature does not support any causation between playing games and the onset, or occurrence of, schizophrenia in patients, as far as we are aware. If you experience other players violating our User Agreement - **************************************************************** - please feel free to report them to our Support team. If you have suggestions for game improvement, you can share them on our forums here - **************************************;

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought Guild Wars 1 as well as expansions for the game in the mid-2000's. I stopped playing their game at that point. They release Guild Wars 2, which allows transport of Guild Wars 1 content into Guild Wars 2. I attempted to recover my Guild Wars 1 account and ************* recover the account, I reached out to ****************** In response to my account recover request, the support attendant vaguely stated that I had violated terms of service in 2009 and they had logged evidence. Guild Wars 1 and Arena Net has a history of issues regarding account and credentials security, and the logged evidence was not provided of my account having any previous issues.Arena Net did not provide adequate support to state what terms of service were violated, and did not provide adequate proof that it was from myself and not due to their account security issues. I did not receive any logs, specifically any that matched my location IP around the duration of my ownership of the game.The response from Arena Net support appeared automated, and I was not given proper support for my ticket and verification that I am the owner of the account.

  Business Response

  Date: 06/10/2025

  Hello,
  
  Thank you for contacting us about your recent support ticket (9392077). 
  
  As previously mentioned, this account was flagged for violating our User Agreement in 2009. Due to the violation, the account was closed and is not eligible for appeal.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23447472
  
  I am rejecting this response because:

  That is not a valid statement to void over $100 in purchases. What part of the user agreement was violated and what evidence do you have to support this?

  I understand multiplayer games have policies to prevent providing information to violators of the user agreement so they do not learn how to sidestep their obligations. However, you state this violation was from 2009 and the enforcement and user agreements from 2009 have changed drastically from Arena Net.

  What is the violation to begin with, I did not commit any violations on the account. If the account has committed violations, Arena Net and their games have a very clear history of poor account security practices and what information does your team have that says my account was not breached during inactivity? I have provided my address and full name, the logs may easily be verified to see if it was myself or a third party. It was stated this check was done, but no proof has been provided.

  The reluctance to provide any additional information or support indicates that you do not have sufficient information to confirm that this violation happened, or confirm it was myself that committed this violation.

  This is not adequate customer support.

  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/24/2025

  Hello,
  
  As previously noted, this Guild Wars account was permanently closed in 2009 for violations of the user agreement. Due to the age of the infraction, we will not consider any further appeals.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23447472
  
  I am rejecting this response because:

  Arena Net is not providing a response that has sufficient evidence to void my purchases.

  Arena Net has a very public history of account breaches and account security issues and has not made an attempt to confirm my identity, or even provided why my accounts were closed.

  Examples of Arena Net account issues:
  

  - ****** Accounts Hacked (*************************************************************************************************)

  - Old accounts (like mine) are stolen through customer support and sold for money (***********************************************************************************************)

  (**************************************************************************************************)

  (************************************************************************************************)

  (******************************************************************************************************)

   

  Arena Net has a very public past of account breaches and poor customer support practices that lead to loss of old accounts.

  The response from Arena Net does not in any way attempt to verify that I am the original owner of the account.

  It voids my hundreds of dollars of purchases in the 2000's, as well as hundreds of hours of playtime without attempting any effort in confirming if I am the real account owner.

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -august 2012 - ~ 180 - acces to guild wars 2 game - they banned me - no -

  Business Response

  Date: 06/06/2025

  Hello,
  
  Thank you for contacting ArenaNet regarding your recent tickets (******* and *******). 
  
  During our review, your account was observed displaying actions consistent with automated gameplay and/or the use of third-party programs that cannot be replicated with the use of the macro system and/or other available in-game tools. This is a violation of our User Agreement and Code of Conduct.
  
  We had previously sent warnings to you regarding this behavior on 11/28/2021, 2/9/2025, and 5/16/2025. After this last offense, we have permanently closed the account. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23434569
  
  I am rejecting this response because: There must have been a misunderstanding. After the first two bans (multiboxing on wvw and automatic fishing) I took the warnings very seriously and did not use any banned programs. I only used those known and often used in the gw2 community (nexus and *****). If, however, there was a suspicion of breaking the rules, it must have been unwitting on my part. I wish to express my contrition and regret. I am a dedicated player with many years of experience and a huge number of achievements. I can't imagine life without my favorite game of all time. I kindly ask you to reconsider and restore my account. I am willing to bear the financial costs if necessary.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 06/17/2025

  Hello,
  
  Thank you for your follow-up message.
  
  As we have previously advised, your account was observed displaying actions numerous times that are consistent with automated gameplay and/or the use of third-party programs, which is a violation of our User Agreement.
  
  We had previously sent warnings to you regarding this behavior on 11/28/2021, 2/9/2025, and 5/16/2025. After this last offense, we have permanently closed the account and it is not eligible for appeal.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23434569
  
  I am rejecting this response because: I still believe that you can make an exception for a gw2 veteran, I promise that I will never break the rules again. It's been a month without my favorite game, I'm taking it badly, please don't let me suffer anymore. I'm begging you.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a paying customer of **********************, developers of the online game Guild Wars 2, since 2015. My account was recently banned on 22 Mar 2025, in what I feel is manifestly unfair and inappropriate. I attempted to resolve the issue through their official support system (Ticket ID: #********, to explain my circumstances and to at least be able to talk to anyone in their support team, but I have received no response for 3 weeks now.This lack of communication and sudden loss of access to paid content is unacceptable. It's pretty demoralising and hurtful to be suddenly cut off from a form of emotional support that has been my go-to comfort for close to 10 years, which is all the more worst because I've been relying on this game to tide me through my chronic injuries.I would sincerely request your help to get ArenaNet to review the ban, provide justification, and offer a path to resolution. I have been upfront that my actions may have been worthy of punishment, but I disagree with the extent and degree which I am being subject to.

  Business Response

  Date: 04/15/2025

  Hello,
  
  Thank you for reaching out to ArenaNet with your inquiry. We have thoroughly reviewed your case (Ticket #*******) and found that your account was observed using macros and/or auto-casting abilities to farm without input from the account owner. It is stipulated in our policy on unattended gameplay, and our Code of Conduct, that any form of automated farming is forbidden, no matter the reason. Because your account was observed doing this, and it was your third offense, the account has been closed.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23200915
  
  I am rejecting this response because:

  I know I got banned for AFK farming. Words cannot say how ashamed and terribly remorseful I am for this, but please just hear me out.
  
  On that Saturday, I finished my WvW dailies and decided to farm some NPCs at Blazeridge Steppes. I set up my character, then went to get a glass of water. As I was returning from the kitchen, my cat vomited all over the place, and so I had to clean it up and make sure she was ok. I was gone for maybe ***** minutes max, and just as I returned I saw my screen flicker and got the notification message that I got disconnected. It was only the next day that I found out that what I assumed was a server issue due to my VPN was actually a permanent ban. 

  To give more context, I have a torn wrist ligament and suffer from chronic tendonitis on both hands, hence I'm not able to play the game normally. I ended up using an auto button presser to help farm in the game. Usually I'm sitting right there, sorting my inventory or chatting with friends. If you check the account log, I've been really disciplined about not AFK farming (ever since I was warned about it over a year ago). While I understand the detection system flagged my account for automated activity, I want to assure you that I was present at my computer for the vast majority of the time. My actions, immature as they were, were not malicious at all, nor did I intend to affect the larger GW2 community in any way.

  I am a long-time, dedicated player of Guild Wars 2 and deeply value the community and the game. I have invested significant time and effort into my account (I maxed out my daily achievement points!) and would be truly devastated to lose it permanently. I am an advocate for ***, both in and out of game. I've bought every single expansion, and I've even gone to the extent of buying a VPN just so I can play on stable ping with my friends in WvW.
  
  I would really deeply appreciate it if I could be offered one final chance. This game has been my go-to comfort for close to 10 years. I understand and acknowledge the seriousness of this violation, and I sincerely apologize for my actions and my sheer stupidity. I agree that I deserve to be punished, but I can only request for some leniency in mitigating the extent of my punishment. If required, Im willing to serve a direct financial penalty as well.
  
  I sincerely hope you will reconsider my case and grant me the opportunity to return to the game. I am truly sorry for any inconvenience or disruption my actions may have caused. I value my Guild Wars 2 account and the community, and I promise to be a responsible and respectful player in the future.

  Please, I'm humbly asking for forgiveness and mercy here. Or at least someone to talk to. I really miss this game and the community, and I've been unable to reach out to anyone for help. I know it's supposedly my third time but I want to clarify while the 1st two incidences were really deserved, ever since then I have avoided being AFK. I'm ALWAYS at my keyboard. I just stepped away for the moment. Anet's own Code of Conduct mentioned that given a long period of time, past marks will be removed from my account. It has been over a year since my past mistakes, so I'm hoping for some leniency. A straight up permanent ban without warning feels really uncalled for (I genuinely thought I was being hacked).

  Thank you for your time and consideration.

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint about losing virtual goods (in 2024-03-20) in Guild Wars 2 (a game published by ArenaNet LLC): two legendary weapons (Bolt and The Predator), 300 gold, and 150 Mystic Coins. These were traded in-game for a Chak Infusion (also virtual goods), with no real-world currency or third-party involvement. However, the other players account was banned before our trade concluded, causing me to lose my items despite following all terms. ArenaNet support denied restoration of my items, citing possible harm to the in-game economy. I have uploaded a document which contains the assessment I've made of their user agreements showing restoration of pre-existing items won't introduce new assets or harm the economy, which justifies my claim for item restoration. I sent the text to support after they cited harm to the in-game economy, but received no reply yet. I refuted this based on the User Agreement and Virtual Goods Terms: Section 1.4.3 (ArenaNets Control Over Virtual Goods): ArenaNet can restore items. Mine were lost through no fault of my own. My loss was caused by an unrelated account action. Section 1.3.2 (Fair Treatment and Negative Impact): Changes to virtual goods should not negatively affect users without prior notice. Section 1.4.4 (No Third-Party Involvement): My trade was entirely within the game, documented, and did not violate policy. Sections 5.1 and 5.2 (Dispute Resolution): I seek informal resolution before arbitration, per the agreement. I contacted support (recent ticket ID is *******, older is *******), provided photos, videos & chat logs to prove my innocence. I request ticket escalation to higher support levels as I believe ArenaNets decision contradicts its terms and consumer protection law. I'm a loyal Guild Wars 2 player and hope ArenaNet fairly address this issue. I'm considering the agreements formal dispute resolution process. Thank you for your attention; I remain open to any further steps needed to resolve this matter amicably.

  Business Response

  Date: 02/28/2025

  Hello,
  
  Thank you for contacting us about your recent interaction with the ArenaNet support team. As we discussed in your tickets (******* and *******), we are unable to assist players who engage in private transactions and must reiterate that we are unable to fulfill your request.
  
  While we understand your frustration given the situation, private transactions with players involved in activities that violate our terms always come with a risk. This is why we recommend that you use the ************ as it was created to alleviate issues such as this. 

  Thank you for your understanding.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22998426

  Thank you for your response. However, I reject this response and I must express my continued concern regarding the handling of my case. If private trades and interactions are not recommended, why does the game include a mail function that facilitates such exchanges? I understand that support is handling a high volume of requests, but I am unsure if my case (including the documents I've uploaded) has been fully read and assessed. I respectfully request that this matter be escalated to the highest support levels for a thorough review. I sincerely hope that the case is given the careful consideration it deserves, taking into account the significant time and effort I have invested in obtaining these items. Losing them due to an external account action, over which I had no control, feels deeply unfair. Additionally, I would appreciate a direct response to the specific policy-based claims I have made, as outlined in my previous messages. If we are unable to resolve this amicably, I would like guidance on how to initiate binding arbitration, as per the User Agreement. Please provide the necessary steps for me to proceed with this option should it be required. I have provided clear references to the User Agreement and Virtual Goods Terms to justify my claim, yet my key arguments remain unaddressed. My primary concern is this: why should an unrelated account action negatively impact an innocent player? I have not violated any terms, nor have I caused harm to the game or any other player. Despite this, I have received no clear grounds for the denial of my request, nor has there been any attempt to explore a possible resolution. Thank you for your time, and I truly appreciate any further effort to re-evaluate my case

  Best regards.