Tree of Savior Forum

IMC's support is doing a great job once again!

General Discussion
#1

I’ve already quit the game, got my bank to cancel my Early Access purchase from my credit card and I was doing my best to simply avoid anything related to IMC. But today, after pretty much 3 months (ticket submitted April the 19th), IMC answered my ticket:

Input date : 2016-04-26
input hour : 13

Updating ticket: It’s been a week since I’ve sent the email pasted below for re-evaluation and I’ve still got no answer from the support team. Since I really like the game and even though I’m pretty sure this account will be unlocked once everything is checked (given IMC’s very much delayed and needed statement on the bot report function) I wound up buying another DLC so I’d not have to be out of a game I’ve even helped as a beta tester!

So far I’ve been waiting patiently because I’m pretty sure from forums alone there must be many people in my shoes. But things have changed now. I really need to have an answer ASAP so I can apply to server transfer to the new SA server, which’s due to end by the 1st of May.

I’m starting to get even more concerned regarding the way IMC’s handling the business aspects of this game. I’d hate for my only feasible option to be an actual forced bank reibursement from Steam and, believe me, that’d be my last resort and it’d come with very detailed review on the why on Steam, official forums and all gaming communitys and twitch’s groups which I’m part of.

So please, give me a definitive answer as soon as possible and soon enough so I still have time to apply for the transfer. After that I’ll be looking forward to discussing how to properly reimburse all the time I’ve lost from my early access.

Pasted email sent on April 19th to tossupport@imc.co.kr:

It seems my account “has been locked due to suspicious activity within game”. I ask for a re-evalution on the basis of never having using any sort of thrird party program (bot) nor exploiting any bug and neither taking part in any real money transactions with silver sellers. Like I said in the ticket in which I actually found out my account had been locked, it should’nt have been hard to check out where the few silver I’d made so far had come from: hours of playing the game, doing quests and trying to sell whichever junk I got on market.

From time to time I did indeed leave my character afk with my pet on and with my mobile on the z key for a time (especially on lower levels when making silver was harder and 48 hours restriction to get sales revenue didn’t help a bit) while I did other study/work stuff, but I’ve read terms of service yet once again and nowhere do I see anything against using the game mechanics and AI as against it.

I’m deeply concerned about how IMC seems to have handled this whole situation as their initial response clearly states they’ll only conduct an intensive examination of my logs after this very ticket has been submitted.

So am I sentenced guilty first and only then given the chance to argue about my innocence? Doesn’t that go against what we understand as basic civil law in pretty much anywhere in the world?

Even more so, as a paying player for the early access period, having my account locked (even considering it’ll be unlocked in the near future) still means I’ve been hindered of using a good deal of the early time access I actually paid for. And that’s not a good way to honor a business deal at all.

Looking forward to a proper investigation and proper reasoning for the locking and possible unlocking of my account.

And the 3 months too late answer I got was:

Greetings Savior,

Thank you for contacting us.We highly advise you to send another ticket with “Ban Appeal Classification” for us to process your requests. We would like to hear from you soon.

Regards,

Tree of Savior Support

So yeah, whatever you guys may say about my account being banned rightly so or not, this is how bad IMC is at dealing with costumer’s issues.

Good luck to you all who decided to stay with IMC.

#2

My guess is basically you got banned for “z-botting”, which means you left your character afk autoattacking in hopes of killing mobs and gaining free silver without manually playing the game at that time.

This is pretty much a grey area, since you are automating input to the game (constantly autoattacking) without actually playing the game yourself, which is not allowed according to the terms of service. Game input should be done by the player himself, not by putting a stone on the keyboard or by building a complex lego robot to press buttons for you. Because as soon as that is allowed anyone could use bots and come up with excuses like “it was not a bot, my lego robot was playing” or “my 3 year old brother was playing, that’s why i didnt respond”.

On top of that this can make you very hard to distinguish between simply being afk-autoattacking and being a bot, since both methods are doing input to the game and both won’t react to any questions asked or actions done by a GM.
So if a GM or another player comes along, sees you constantly swinging your sword but you are not reacting to questions like “are you a bot? please respond!” they have a very good reason to report you as a potential bot.

Leaving the pet out on the other hand is perfectly ok since in no way you are automating anything nor making any keyboard/mouse inputs while being afk.

2 Likes
#3

This post was flagged by the community and is temporarily hidden.

#4

It has been a while since i read the TOS TOS (tree of savior terms of service), however MMORPG terms of service usually state that they have the right to terminate your account or ban you as they see fit, without having to provide any evidence or reason.
They are not neccessarily accusing you of being 100% guilty, but they have the right to terminate our accounts if they want, for whatever reason or even without any reason. This means they are by no means going against the usual “innocent unless proven guilty”-rule of law because they don’t have to accuse you of being guilty in order to terminate your account.

Our accounts are not our property. They can ban us if we’re guilty. They can ban us even if we’re innocent. And by logging in into the game we accept these terms of service.

That being said : Of course it sucks if you’re innocent yet still get banned.
However, i’m pretty sure at least 99% of all bans are done for a good reason and it’s highly likely, if a person complains on the forums about being banned, that the person in fact did sometihng wrong and either just didn’t know what he/she did wrong or the person does not want to admit that he/she did something wrong and tries to play innocent.
I’m not saying that you are such a person, but it happens often enough to be worth mentioning.

1 Like
#5

So you’ve basically committed payment fraud on this game and you’re complaining about being banned?

2 Likes
#6

Yeah, you’re pretty much right about your assumptions, but read this statement by IMC:

“For example, a player going afk while leaving a heavy object on the
attack key has to be handled differently from regular bots. The
classifier can deem the afk player innocent from looking at the honest
play records, so afk players should not be reported using the report
function as that will work against your RII.” (Source)

But really, that’s not even my point. I haven’t played this game ever since the ban, so it’s been almost 3 months now. I just thought you guys needed to know how bad the support is, having sent me a reply only 3 months later. And if that’s not bad enough, the reply didn’t even answer anything.

#7

You sound butthurt. Too bad no one cares >_<;;

#8

Yeah, you’re right once again about that. I do know our accounts aren’t ours per se and all that and I did leave my char "z botting’ if you may. I just wrote that ticket in the heat of the moment while being quite angry and feeling somehow “mistreated”.

Once again though, that’s not the point. From a business view, how bad would rate a service which takes 3 months to answer a ticket about a product you’ve bought pretty much not being delivered anymore without much reasoning and then one day simply answering it without really giving any answer at all?

#9

Yeah right, cause asking for a payment cancel when you think (and your bank manager agrees with you) a service/product hasn’t been properly delivered is completely what fraud amounts to. Not to mention this was done after the ban, but yeah, maybe you’re right…

#10

You committed fraud. But I doubt anything will happen to you.

#11

Nothing really happened there though. Pretty sure it was considered an usual payment cancelation due to product not being properly delivered (what my bank manager stated as reason)

#12

Yea, on that point you’re absolutely right.
A response from the support should not take that long, especially if it’s such a useless answer…

#13

i sent imc a ticket to keep you perma banned. you’re out of luck now mate.

#14

You called that great? :expressionless: