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Thread: Unfairly Banned

  1. #1

    Unfairly Banned

    I have played this game for a long time and now I am banned due to «suspicious behavior». I have done nothing wrong. This is so unfair!

    Can you please unban me?

  2. #2
    Hi Elin, this forum is mainly for player-player interaction. While the playrix staff stop by from time to time, it's unlikely that they will see your post here.

    So what you should do it to send a report from your game. If you were banned you should see a winddow with "contact us", or use this form if you can't access the game at all to send them a message.
    Give as much information as possible, and include receipts of purchases you made for the game, etc.

    Good luck!

  3. #3
    I was wrongfully banned too Tuesday and I sent a copy of my receipt but no one has contacted me!!! It's so unfair how they take there time with everything, I'm the leader to free spirit and my co op needs me. They only text me back in the mornings and only one message. It's not back and forth like normal companies. Wednesday he said his specialist said my banned was taken off and it's weird I was able to get on for 5 min but got off to take kids to bus stop and went to get back in to play and the banned sign was back on, when I told the person that happened he only said "please specify. The banned was back on? "And I haven't received anything else yet from him. That was 3 days ago!! It shouldn't take 24 -48 hrs for them to contact you. And they should have a 1(800) number. I love this game and have been a dedicated gamer everyday for over 3 1/2 months and now that's ended cause I couldn't get on the past few days. This has stressed me out so bad. Anyone else have this happen to them? How long did it take for them to fix it? I'm not a cheater and I have all my receipts, every single one of them. I new there was a reason to keep them all! Lol thank god i did. But they actually only need the one in question right? And ya that took 3 days to for them to email me the copy too! Weird! Anyway I need help with this. I hate not knowing what's going on and I need back in my game. Thanks
    Last edited by Dillsjamie; 10-28-2017 at 11:59 PM.

  4. #4
    Member Firenze's Avatar
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    Hey there, sorry that this is happening. I know it’s extremely frustrating.

    Playrix deals with a high volume of cheats and sometimes innocent players get caught in the filter. They also have a high volume of support requests and sometimes are unfortunately slow in their response; I’ve also heard some stories of quick turn-around so predicting response time is quite difficult I am afraid.

    The main advice I can give you is to stay in contact. Be sure to reply to every message they send you, even the automated ones, to keep your ticket open. You may also have to follow up and draw attention to your ticket if you don’t hear from them for a day or so.

    Perhaps trying sending another message with a concise explanation of events and with your receipts and screenshots attached again. If you get no response by next week (it’s the weekend as I write this) then try sending a PM to our Playrix Forum admin Natasha and Nastya.

    Wishing you luck!
    Town: Firenze, iOS (KN74NX), Level 90
    Co-op Leader: Aphrodite's Piers (#PHY68K)

  5. #5
    I had this happen to me JUST now! Tried to get back in to finish the Halloween event and got the pop up that I was banned as well. Now I wont finish the event, races, etc. Been playing the game for 3 years!. It' crazy! By the way.. when responding to the in game message, it says that all banned accounts get delete and their games are lost. When you send a message like that as a player who has played this game for 3 years, because of a mistake on the GAMES part, how do you think that player feels? Helping tip. Please change it to "Locking" accounts. Not banning. If you are banning accounts right away, when you know there is an issue of innocent players getting tagged by accident. You are setting a bad example at not being able to fairly deal with mistakes, as a company and you punish innocent people by instantly deleting their games and accounts RIGHT away. Next time.. just lock accounts and say you are locking the accounts. Instead of banning them. Until after communication happens and the player can prove if it was a mistake or not. It would improve company/costumer relationship. Thank you.

  6. #6
    Member Firenze's Avatar
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    Hi Debby,

    Your suggestion regarding messaging is good; I’ll see what I can do to get it to admin. I imagine that their wording is meant to discourage real cheaters from trying to waste the time of customer support, but it’s certainly disheartening to the unfairly banned. Just so you know, forums are primarily used by players (though Playrix admin pops in from time to time) so it’s not too likely they’ll see the message here.

    However, keep in contact with them regarding your town and suggestion through your support ticket; did you send a message immediately? Sending from the game is ideal as it will automatically send them your town details. Don’t forget to include any screenshots you have of your tcash and tcash purchases. Let us know here if/when you hear anything about your town. Hope it’s quick for you!

    (And forgive me, quoting myself from above): Playrix deals with a high volume of cheats and sometimes innocent players get caught in the filter. They also have a high volume of support requests and sometimes are unfortunately slow in their response; I’ve also heard some stories of quick turn-around so predicting response time is quite difficult I am afraid. The main advice I can give you is to stay in contact. Be sure to reply to every message they send you, even the automated ones, to keep your ticket open. You may also have to follow up and draw attention to your ticket if you don’t hear from them for a day or so.

    PS: I’m sorry that you found the forums under these conditions but I hope you’ll stick around!
    Last edited by Firenze; 11-01-2017 at 10:45 PM. Reason: typo
    Town: Firenze, iOS (KN74NX), Level 90
    Co-op Leader: Aphrodite's Piers (#PHY68K)

  7. #7
    I also play this for long period of time, If you were banned you should see a winddow use this form if you can't access the game at all to send them a message.

  8. #8
    I have also been ban for over two days no. Got an email saying someone would contact me in 48 hours. Haven't heard back from anyone...They really need to fix their customer service. it's really hard for anyone to get it touch with them..and they need to fix what ever they are using to ban people unfairly. I hope i don't get kick out of my group because i haven't signed up to do any tasks yet or helped anyone...i never cheated I didn't finnish the Halloween event with only 1 day to go because i was banned...if i were cheating i world have finished the event in a day. My town would be finished I would have all the animals in the zoo done. I'm at level 67 and in the zoo level 10. I've been playing for over 3 years and have spent a lot of my own money, I had $200 tcash in my account. if i was cheating wouldn't i have more?

  9. #9
    Quote Originally Posted by Debby Morrow- Salmon View Post
    I have also been ban for over two days no. Got an email saying someone would contact me in 48 hours. Haven't heard back from anyone...They really need to fix their customer service. it's really hard for anyone to get it touch with them..and they need to fix what ever they are using to ban people unfairly. I hope i don't get kick out of my group because i haven't signed up to do any tasks yet or helped anyone...i never cheated I didn't finnish the Halloween event with only 1 day to go because i was banned...if i were cheating i world have finished the event in a day. My town would be finished I would have all the animals in the zoo done. I'm at level 67 and in the zoo level 10. I've been playing for over 3 years and have spent a lot of my own money, I had $200 tcash in my account. if i was cheating wouldn't i have more?
    Hi Debby!

    Sorry this happened to you! No one believes you are cheating. This is an automated program that has found some irregularity.
    This has happened to many of us, and the lack of support in this matter is really heartbreaking.

    Try to contact playrix any way you can, here's the support:
    https://playrix.helpshift.com/

    And you could PM the Township admin Natasha and Nastya

    I hope this will be sorted out for you soon, good luck!
    Last edited by Firenze; 11-03-2017 at 04:37 AM. Reason: Edited for accuracy as suggested admin no longer on staff.
    Forum member since June 2014
    Cat Lvl 276 | Little Wonders
    tiny Lvl 189

  10. #10
    Hello I am new and don't play this game, but my mother does and she has been playing for 3 years. She is NOT a hacker and uses the actions IN GAME to buy anything with real cash. It is amazing to me that they are flagging accounts who are just playing the game as intended. NOW they are taking peoples money and then throwing out a ban right after saying they are hackers! My Mother is in her late 50s and doesn't even know how to hack flash type games like this with a tablet. I am commenting because I play a lot of online video games like World of Warcraft and many games on Steam. I am used to dealing with hackers trying to use peoples accounts. What I see here is not ok. You do not take peoples money and then lock ban their accounts with ZERO PROOF shown to these players for the action. It is hard watching her be so upset because she put 3 years into the game.. THE only game she plays, and the company does this to their players. I've had my gaming accounts tried to be hacked before, and the company locks my accounts and then addresses ME to work out what is going on. 100% of the time, it was not something I did. It's disgusting watching a gaming company do this. Their costumer service also stinks. You have NO ONE to work with. You have to deal with spammy, pre-written emails that ALL tell you never respond to them. It's crazy how disorganized this company is in regards to customer services and fixing issues. It's also criminal how they take people's money and then can throw them a banned notice with NO PROOF what so ever that there are issues, where and why. They just send you emails saying so. I love how you can show them your purchase history to the game, all being legal IN APP purchases, and they come back telling you it was activity worth banning the player for. Talk about a rip off!!. If there is an issue, then the company should send proof of the activity that caused the ban so that the player at least understands. As it stands, the player is in the dark and doesn't understand that is going on or what happened. This leaves for a very upsetting situation.

    Excuse my frustration, but trying to help her and getting no where gets hard. But I'll see about getting her to address as admin here if the emails keep gaining no ground.
    Last edited by Stephanie Ann; 11-03-2017 at 11:45 PM.

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