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23rd Nov '06

Recently Blizzard also employed a controversial 'blanket ban'. Though on a much larger scale than the one seen in AO, as indeed the problems Blizzard face with 'botting' and IG gold being sold for cash are much more prolific.

On the 14th November 06, across all realms, Blizzard effected a blanket ban estimated to be into the thousands.

This caused an outcry in the customer service forums, as customers tried to ascertain why they had been banned and get answers from Blizzard. A stickied thread on the topic was provided for players. The comments and tone echoed to what had happened in the AO forums.

The following are taken from the threads referenced below. Note any summary of comments will be subjective, and the reader is advised to read the original threads referenced below for a truer picture.

Concern:

"i emailed the account admins and still no email back and i did not do anything to break the terms... somthing tells me no one is getting there accounts back inculding myself :("

"Blizzard then tell him to contact the admin website with no method of allowing him an opportunity to speak to someone technically savvy - Thank god our judicial system isn't this screwed up."

"We can ban you because every time you log in you agree to the EULA which gives us the right to ban you without recourse. And if you post anything on these forums about being banned we will double-ban you ! so there ! "

"There will be no apologies, and this will seep through the cracks. Gauranteed. I'm willing to bet people do not even get their accounts back."

"I've noticed many threads get deleted asking about why Cedega users got banned. Please Blizzard, they need some information."

"I've e-mailed account admin to ask for date, time and method of detection ie automated or third party, but htey don't respond."

"This episode has left a pungent and unpleasent taste in my mouth. Even if blizzard restored all accounts tommorrow I would not be satisfied, without a public apology and we know that isn't going to happen."

"If you ban someone unreasonably that equates to having stolen their money as far as I'm concerned."

"Sure, you can plea to wow-accountadmin@worldofwarcraft.com - but realistically they just review the same data that got you banned in the first place - resulting in comfirmation of the ban - and really there's just no viable way to prove your innocence.

"That's scary, and it doesn't seem fair that a person could lose their account with no real way to protect themselves or prove their innocence."

Supporters:

"Blizzard is doing nothing wrong by banning these accounts. I have a few friends in my guild that were affected, but none of them will say they didn't deserve it."

"They investigated what was in fact an actual and admitted bot. Apon finding it they were further able to track down, investigate and ban ALL of the accounts your "friend" was actually using to play the game, including the ones with diferent user names. I would take that as clear evidence that Blizzard does in fact know what they are doing, and that they are doing an exceptional job of policing the game."

"But when it comes to your word against theirs on what Blizzard does and does not do internally.. for some strange reason I'm inclined to think them more reliable."

"Does Blizzard have the right to do this? Of course they do. We agreed to it when we signed up. This is their game and they can remove any player if they feel it necessary, and yes, without explanation."

"Glad to see yah go cheaters"

"Have you ever stopped to think that maybe these same "innocent people" might be lying? I mean, I would if I Ebayed/Hacked/Exploited and got my account banned."

"Flamers will flame - but the fact is, they just got their accounts banned and i'll sleep happy tonight"

"For those of you that got banned.... You took the chance, and you lost. Thats the risk you assumed."

"I completely understand and approve Blizzard way of thinking and I sure understand Blizzard are not banning people without evidence but in the other hand, as a customer point of view and with the history behind the company ( Blizzard will always stay in my mind as the company that liscen to there customer ) they might consider forgiveness or second chance."

Blizzards representatives' comment:

"In making every effort to retain each customer, we thoroughly investigate our extensive in-game logs as well as all the pertinent data involved in the closure of accounts that we suspect are involved in any form of policy violation. Action is not taken without concrete evidence that the closure is indeed merited. Use of prohibited third-party software is a serious violation of the Terms of Use, and must be dealt with definitively. To protect the integrity of our investigation process, we must refrain from disclosing any information about our investigation methods or findings, and are unable to make exceptions to this policy." - From a 'standard response' email sent to customers.

"Everyone is quick to point fingers at us for impropriety, but avoid the reasonable answer of "maybe they were using third-party programs to gain an unfair advantage". It really is a simple answer, yet it seems to be avoided, for the most part."

"We usually build up a large list before actually banning the accounts, thus the large influx of posts currently. Use of a third party program could date back quite a while before the actual ban goes through."

"The third party programs being detected are specific hacks that we are able to acutely detect and verify before closing an account."

"An operating system would not produce a false positive, no."

"We do not take account closures lightly, and we take enormous steps to ensure that those we remove from the game are specifically and properly confirmed as being in violation of our rules and agreements before doing so." {edited at some point}

On the 22nd November 06, linuxlookup published a stock email that had been sent to an unknowable number of customers. Blizzard had made a mistake and sent e-mails to those customers wrongly banned, reimbursing them for the game time lost.

Without doubt a commendable move on the part of Blizzard. Despite the official stance that had previously implied certainty around the blanket ban ("Action is not taken without concrete evidence that the closure is indeed merited."), they admitted to error. Although perhaps that email response should be revised.

So, good enough? Some make the point that had the ban not been on such a huge scale, or without the support of Transgaming, those unjustly banned would still reading about their own guilt in the forums.

"Multiple times when the bans were first handed out there were blue posts stating that there is no way that the warden would pick up cedega as a 3rd party program. Linux users reporting it were pretty much turned away here on the forums until a large enough group + Transgamming contacted you."

"The fact is, Blizzard has put Spyware on our computers and this Spyware is not 100% accurate but they are using it as such to ban people. There in lies the problem and if you don't think it's one, I feel very sorry for you."

"You people keeping harping about the innocents, but refuse to understand that at the time they were banned, the evidence that Blizzard had collected convinced Blizzard that they were NOT innocent. The evidence was later shown to be in error, but Blizzard did nothing wrong here."

Finally, comment from one of Blizzard's Community Managers describes Blizzard's stance over this incident:

"99.5% accuracy. That's the last point I'll make again on this. And even that is a rough number. The actual percentage is greater.

"If players are honestly asking for more certainty, I'm going to say right now that you are living a pipe dream.

"If we truly needed more accuracy according to your demands, we would never be able to act on anything. You enter a state of paralysis. It is not realistic. Stop using moral indignation as an excuse for making unreasonable requests or demands."

No public or formal apology has been issued, and customers are still in the process of having accounts individually reviewed with the help of Transgaming.

It is hoped that '99.5% accuracy' is more reliable than the 'concrete evidence'.




References:

Articles & Transgaming Forum:

http://www.linuxlookup.com/2006/nov/15/linux_users_banned_from_world_of_warcraft
http://transgaming.org/forum/viewforum.php?f=51
http://linux.slashdot.org/article.pl?sid=06/11/15/1652222
http://www.linuxlookup.com/2006/nov/22/blizzard_unbans_linux_world_of_warcraft_players

From the Customer service forums:

"Banned? Where do I go? [Information]" (Official consolidated thread)
"Blizzard bans 100's gamers for using Linux"
"Auctioneer causing bans - what UI mods safe?"
"So linux users *were* unfairly banned"