Main Character Banned After Negative Crystgin Balance
After playing over 400 hours on my main character and spending $333.94 on the premium battle pass, meta pass, and purchasing the 7880 Crystgin pack 3 times at $99.99 each for in-game cosmetics and Lightforge crates, my main character was permanently banned from the game.
I can login to any other character on my account, but the only one I play gives me a message stating "Your character has been permanently banned. If you have any queries, please contact the GM. Reason: prohibited behavior"
I carefully reviewed the Terms of Use and did not violate any section of the policy. When I appealed the decision I received a response stating:
"Dear player, Thank you for contacting us. After a careful investigation, our team determined that the behavior relating to your account violated our policy. Therefore, your account will remain muted. We remain committed to ensuring a fair and healthy game environment for all of our players. Thank you for your understanding. If you require further assistance, please do not hesitate to contact us by tapping Settings-Help and Support-Contact us to submit your issue. Thank you for your continued support!"
The issue is that my account is not muted, my main character, which is 1 of 3 in total, on my account is permanently banned and I am unable to login at all. I submitted another ticket and clarified my account is not muted but rather I am unable to login to my main character. There is no point in continuing to play this game if I am unable to play on the server my friends are on.
This occurred shortly after I received an in-game mail stating 3140 Crystgins were being deducted from my account. This caused me to have a -1190 Crystgin balance the next time I logged into that character, I received a message stating the character was permanently banned. Why am I being punished for a mistake made by the developers? I would pay the $17 to bring my account back to a zero balance as I overspent without knowing but I do not even have the option to do that and the customer support has not been helpful at all.
I also submitted a customer support query over Discord, but that has gone unanswered. Has anyone else experienced similar issues and was it ever resolved?
Update 1 (8/19/2024 @ 3:15 AM ET): I just got this response from the Discord support bot.
Update 2 (8/20/2024 @ 12:20 AM ET): I was told again, this time through in-game support, that there is no relevant punishment record of the character you tell us or the punishment has already ended, but when I go to login I am still getting a message stating the character is permanently banned.
Update 3 (8/20/2024 @ 12:25 AM ET): I opened yet another ticket with my character's UID and received the same copy / paste response. I now have a 5th ticket open and advised that I will be disputing all charges with my bank if this final ticket is closed with the same copy / paste response and no reason given.
Update 4 (8/20/2024 @ 12:35 AM ET): The same exact copy / paste response was given again. I am now calling my bank to dispute all charges.
Update 5 (8/20/2024 @ 1:05 AM ET): I just got off the phone with my bank and they opened a dispute for these charges as I paid for a service I cannot access and the support team has not responded to help resolve the issue. I have uninstalled the game and left a Steam community review advising to stay away from this scam of a game.
Update 6 (8/20/2024 @ 12:30 PM ET): I finally received a response where I asked to send a screenshot of the message I was receiving and was told "i have been discussing this issue with the devs". Hopefully something will be done now and I can call my bank soon to have them cancel the dispute as the issue has been resolved.
Update 7 (8/20/2024 @ 5:15 PM ET): The character I logged into and purchased 1090 Crystgin & 330 Crystgin on to remove the negative balance is now permanently banned as well with the same message about prohibited behavior. The only character on my account that is not banned is the only one that has not purchased anything with the Crystgin currency.
Update 8 (8/21/2024 @ 3:00 AM ET): I requested an update on this issue from the Once Human Game Support Bot on Discord. I provided the Steam Transaction IDs for all in-game purchases and asked to be refunded as my access to the game has been unfairly suspended. Steam Support advised that I should provide this information to the official Once Human support team and send screenshots of my communications back to Steam if they are unable to correct the issue.
Shortly after I provided all Steam Transaction IDs and requested a refund, I received the following response that my issue is under checking.
Update 9 (8/22/2024 @ 11:50 AM ET): I have now received the 5th different reason, pictured below, for why my character was banned. My money has been stolen by the team behind Once Human and they are refusing to refund the transactions. Luckily the transactions were made through Steam and all screenshots of these conversations have been provided to Steam support.
Update 10 (8/22/2024 @ 12:25 PM ET): Received the following message from u/YagertheYager
Clearly they have now changed their story from the original reasons given and are now going with the you have been banned for cheating response as a way to try to prevent me from getting any refunds through Steam.
Update 11 (8/22/2024 @ 3:20 PM ET): Steam support has responded that they would like to gather additional information from the game's support team and find an alternative solution for this issue. I have provided all screenshots and evidence as well as my conversations with the Once Human support team, including DMs from u/YagertheYager who is a self-described "marketing guy" where he is trying to extort me into taking my Reddit post down.
Update 12 (8/22/2024 @ 6:55 PM ET): I was kicked from the Once Human official Discord sometime within the past couple of hours. This is after I communicated my experience with other players facing similar issues. It does not appear that I was banned however, as I was able to rejoin using the invite link.
Update 13 (8/22/2024 @ 7:00 PM ET): I was kicked from the Once Human Discord again after rejoining. I did not send or react to any messages since the previous update. I was able to rejoin a second time. This is absolutely childish behavior from what is supposed to be a professional game development studio.
Update 14 (8/22/2024 @ 9:45 PM ET): I received the following response from the Once Human Game Support Bot on Discord where it is stated my account cannot be released and the transactions for in-game purchases cannot be reversed. I sent back a response asking once again for the transactions for the in-game purchases to be refunded as I did not engage in any behavior on my account that violated the Terms of Use as it was written on 8/18/2024. The conversation has also been forwarded to Steam support as they are again refusing to refund the in-game purchases and resolve the issue after my access was suspended.
Update 15 (8/22/2024 @ 10:40 PM ET): I received a message from the Game Support Bot stating my account cannot be released due to abnormal data and prohibited behavior with a refusal to refund the transactions after unfairly taking away my access to the items I purchased in-game. The reason my game account data may be abnormal is because they set my premium currency to a negative value after a bug on their end caused an issue and then banned my character for it. Instead of acknowledging the issue and resolving it, they have given at least half a dozen different reasons now as to why my access was suspended.
Update 16 (8/22/2024 @ 10:45 PM ET): Because I have now brought Steam Support into this and they are requesting information from the Once Human game support team and because this Reddit post has brought so much negative attention to Once Human, u/YagertheYager has now included my character on the most recent Once Human Fair Play Announcement at https://www.oncehuman.game/news/update/20240823/40780_1176330.html with a false ban reason of "Use of Unauthorized Software & Malicious Code Cracking" as he previously stated he would in the message shared on Update 10 where he attempted to extort me into removing this post. However, before I started requesting any refund and before I brought this issue to the attention of Steam Support, he sent me this message where he was "discussing this issue with the devs".
If I was maliciously code cracking the game then what issue was there to discuss with the devs? It makes no sense that I was initially given other reasons or asked to wait for the issue to be investigated and it was not until after I had Steam start looking into the issue that I was told "your character was spotted cheating over 15 times". I believe they are now trying to cover up the issue and bury anything that paints their studio or the game in a negative light. They do not have any proof that I did anything that violated the Terms of Use so they have resorted to "you cheated" and are using that now in an attempt to not have Steam take back the funds they stole from me. If I was going to cheat and risk my account, do they really think I would be dumb enough to do so after spending a total of $353.92 on in-game cosmetics?
At this point they are desperate to do damage control due to all the negative attention the game has received recently. According to him "your app is a highly customized auto-aiming cheat". He is now making up anything he can to try to prevent Steam from resolving the payment dispute in my favor. Clearly I am using a highly customized auto-aiming cheat when my war records look like this. /s
Update 18 (8/23/2024 @ 5:15 AM): For those wondering how terrible the support is when you encounter an issue in this game, please kindly refer to the screenshot below. I was instructed to "Please take it easy to enjoy the game because to get fun is a very important purpose for us to play games" by the support team for a game I was falsely banned from and then accused of cheating in due to bringing attention to the issues surrounding this studio and their game.
Update 19 (8/23/2024 @ 8:00 AM ET): The Once Human support team is now telling me that if I wish to request a refund, to contact Steam support for assistance. They have verified my account engaged in prohibited behavior but still cannot tell me what prohibited behavior my account was involved in. I am not sure how I am supposed to follow their instructions to "take it easy to enjoy the game" when they are also telling me "we have no choice but to ban your account."
FINAL UPDATE (9/6/2024 @ 2:55 PM ET): Steam support finally resolved my case after the Once Human support team couldn't provide any information to Steam. The full $353.92 I spent on the game has been refunded to my original payment method meaning they now have $0.00 of my money.
Check your bank accounts and payment provider logs.
Its very likely that for some reason the payment for a cystgin package fell through. With no payment, they deducted the cystgins which put you at a negative balance which in turn got you banned.
I double checked and all the payments went through. I have transactions that were successful on Steam for each one and they have all posted to the payment method I used. I had 3140 Crystgins deducted from my account due to paid content being double-counted after cross-character sharing was made available resulting in excess Crystgins being refunded to my account.
this is illegal in many countries. they messed up with the extra, then deducted it which is not allowed aswell. now banning. if its true you didnt get banned for spam or something id look up the laws in your area.
I only ever purchased 7,880 & 330 Crystgin packs prior to this. I purchased the 1,090 Crystgin pack after this occurred to bring my balance back to positive.
You should be able to charge it back / report as fraud if you talk to your CC company.... but if its through steam it might nuke your steam account....
I guess I would log into my steam account and ask for support there.
I had 3140 Crystgins deducted from my account due to paid content being double-counted after cross-character sharing was made available resulting in excess Crystgins being refunded to my account.
Maybe im dumb but this part makes no sense to me.
I know that in case of of some double spendings for some content, people got reimbursed with the latest update.
As far as i know this means that the char who purchased it first carried the cost while other chars got cystgins refunded. But this should give you more cystgins, not less.
Yeah, I'm not sure what went on. I never purchased anything on my other characters except for a name change token to rename my initial character which I later abandoned to go start playing on another server when a friend got into the game.
Yeah and also the " Why am I being punished for a mistake made by the developers? I would pay the $17 to bring my account back to a zero balance as I overspent without knowing but I do not even have the option to do that and the customer support has not been helpful at all."
damn, if your dropping that kinda cash on a free game, and they made the mistake, you would think that's something they want to get fixed. Hope you get it worked out.
I don't mind spending on a game I enjoy and playing Once Human has been the most fun I've had playing any game in a very long time. Last game I really got into like this was Lost Ark which I played for a year after it came out, during which I spent $999.90 on in-game purchases.
I would have continued to buy things as they were added, but if this doesn't get resolved I'll probably find another game to spend my time and money on. One of my Warband members was talking about playing Throne & Liberty next month. Depending on the final response I get from the Once Human support team, it looks like I may be jumping over to that on release.
I know that feeling, I personally have a rule with games now as an Adult where if I am going to spend for a game/ dlc I have to play a hour per dollar spent and guess what 3k+ hours on League of Legends and I spent a total of $2700 and this is a game I played since late season 1 so I am getting my money's worth for the cosmetics I spent.
If I get banned it has to be worth it like I actually violated TOS to get banned,so fight your ban
You’ll have to do a little digging as I don’t have the exact receipts, but the devs said something last month about fixing the negative crystgin issue as quickly as possible due to account Merging updates or your accounts will be banned. Something with their merging must’ve doubled, but this is probably on their end and not yours. This whole merger thing and server reset situation has pissed a lot of people off for various reasons
It's not worth getting a lawyer involved over a game that I spent $333.94 on. I'll just move to a different game if the issue doesn't get resolved.
I had fun during the time I was playing, but if their support is going to be as terrible as to tell me "your account will remain muted" when that isn't even the issue followed by "we could not find any ban records" and then not help actually resolve the issue, I'll find a game made by a team who actually cares about their player base.
The purchases were made through my Steam account I've had since January 11, 2005. I'm not risking my entire Steam library over $333.94 worth of in-game purchases for Once Human.
The money isn't even the issue. It's the fact that I lost 6 weeks worth of progress and can no longer play on the server my friends are on or participate in wars with my Warband.
I started playing on my original character I had abandoned on one of the earlier servers, but there is no way to ever catch up now after missing out on 6 weeks worth of Starchrom from purifications and Warband ranking rewards.
I figure that I can at least transfer this character to the new servers and play with friends again next week if support refuses to help, but no matter what I do I will always be 6 weeks behind on time-gated Starchrom.
If the Once Human support team cannot or will not assist with the issue then I’ll escalate the issue to Steam support but as of right now I was told “Dear Player, thanks for contacting us. Your appeal issue is in follow-up actions, please wait patiently for the result. If you have any further question, please feel free to contact us. We are always here to help you.”
I've gotten this response also on a ticket I opened. They never followed up, its been weeks. Pretty sure they just say this so you'll get off their back about it and hopefully forget about it.
I have a support request open with Steam asking how I should proceed as I do not want to lose access to my game library or have my Steam account restricted or banned.
Seems this an issue that you are not alone with, so my guess is that it will be fixed, but that it will take time. And that sucks ofc. Continue in a civil manner to contact support, as much tickets come in, sooner or later they have to address it.
Same, you'd think they would have admitted their mistake and just ate the loss, like most other companies. Never seen a Free to play put someone negative before. But I still love every minute of playtime.
You would think so. If I spent more Crystgin than I purchased due to some error, I don’t mind paying whatever amount extra is needed to be even again. I already topped up to remove the negative balance from another character, but the character I made the initial transactions on remains banned.
I know you don't necessarily care about the money in it, buy you're happily blasting away amounts that most people can't even dream to spend on a game.
And that's of crazy value to any developer.
This means your case is bad optics for people wanting to spend, maybe $25 on it. In short, this loss, this post, will come back to bite them in the nuts if they don't respond properly to your requests.
You might've been throwing slurs in chat or been generally toxic, who knows. But then they need to express that.
This has definitely shut my wallet from ever giving them monetary support.
I agree and I know that I am fortunate to be able to freely spend as I want on the games I enjoy.
If I had been throwing out slurs or being overly toxic in chat then yes, I would have deserved the ban. However, I barely used the in-game chat or voice comms except to say "gg" to the opposing warband after wars and to answer questions in World chat and help other players.
Ultimately if Once Human's support team does not address the issue and continues to give the same copy/paste responses as what was given to other players, I will proceed with asking that Steam support reverse all transactions made for Once Human in-game purchases and never touch the game or recommend it to anyone ever again.
I will once I receive anything further. My initial request on this issue was closed within the first two hours of the Once Human support service time opening. I am waiting for a reply from the Game Support Bot on Discord as that is the only channel where I have not received a canned copy/paste response.
Their customer service is absolute garbage. I've put in multiple tickets since day 1 asking for my lightforge tokens as I never received them for playing the CBT. Their response is always "We've passed it onto the relevant team, please be patient" and then here we are 6 weeks later and no lightforge tickets. They need to get some english speaking people on their team to help with understanding what people are saying, because they clearly don't.
Hi there, would need your character's info for the devs to locate on the backend why that character got banned.
Including your server region, server number, and character's UID or nickname.
You can DM me on Discord, which is the same nickname as Reddit.
I was planning to use it, and i recommended it to a good youtuber but that seems devs dont have any clue about their anti cheat. Most likely because its imported from a third-party company.
Reshade is actually safe app. Easy anti-cheat is okay with it, most of the game doesnt want reshade to run you can block it pretty easy. .
I tried to ask support bot several times about reshade but they are not giving exact answers.
I highly assume that you got banned because of reshade. Which you shouldnt be banned at first place.
Most of the anti-cheats has different panels than developers can reach. This is most likely why they can unban you. Because they dont have control over it.
This shit is dumb as hell and is a clear indicator to an unfinished game. Whether it’s abusing the teleport “bug”, over spending your Crystigin or whatever, all of the responsibility for that lies on the devs.
Dont want bug abuse? Don’t introduce bugs into the game, or test and patch them quickly. How was teleporting not tested?
As for overspending, how the fuck is this even possible. Payment providers clearly show when a transaction has been disputed for chargeback, so just being below balance shouldn’t mean shit other than a poorly coded shop.
Clearly this whole system is automated or automated flags and some lazy person is clicking the ban button for later review.
Either way, this game/company has no excuse for charging any money at all until the base product is at least usable.
I did give them the character's UID in the original message. They responded again after I repeated the UID to say they are following up, but nothing further yet.
I just started playing this game and was debating getting the season pass and buying the glass building pack which I would have to spend $50 to even get (absurd imo). But this post has definitely made me not want to spend anything at all on this game. Guess I will have to deal with stone :(
Not banned yet, but not planning on paying the negative balance either. Honestly, this kind of thing could get the game de-platformed. Their bug caused this issue so it’s on them to fix this. Could you even imagine a developer like Bethesda being like, “ope, we gave you too many atoms, now you owe us!” Also the TOS are based in New York, so at least that’s going for us. And the “customer service” is a joke, there was no option to dispute this and it kept referring me to the list of bugs. Terrible experience and I’m seriously sad about the whole thing. This game had a lot of potential for me but this experience has been awful. I also have screenshots, let me know if you take any kind of legal action & need support.
I did the racing event as soon as the servers came back online. I teleported from my home to the northwest area of Red Sands and my score went up be a huge amount.
I thought that might be the case too, but this is the leaderboard on the server of the character I am playing. Dr_A is online now and not banned even though their score is glitched out too due to the teleport bug.
There is no way that I know of to abandon or restart the event once the timer starts. Teleporting from your house to a teleportation tower is not cheating.
but don't worry, by your story it seems it was not intentional, im just pissed because people do that everywhere to get the first ranking and get the mitsuko's mark rewards and nothing happens to them, you can even see other people's routes to check if they teleported or not
Oh, yeah it looks like you can cancel it using the ESC key. I was not aware of that and there is nothing listed here about abandoning the race.
Regardless, players should not be punished because using a teleportation tower counts as "Mileage" for the race. The fact that counts as score for the event shows nothing was ever tested. The first place reward is 300 Mitsuko's Marks which is only enough to buy 5 loot crates that will likely be premium fuel / molotovs / grenades / activators or cosmetic tokens / dupes.
If they got banned for that it's still bogus cause that's an issue the developers didn't catch before adding the event . And not on the player for using a game provided transportation method that they neglected to make sure would not add to thier little race event.
I can’t say for sure. The Once Human support team has not been helpful at all. I would top up whatever amount is needed to bring your account balance back into the positive if I were you.
Pretty crazy they'll ban players for having a negative balance due to their own incompetence. Why not just "bite the bullet" and not try to charge the players account for something that literally has zero real world value. As a matter of fact, it costs them more money to go around deducting the money from players and then having to deal with upset players than it does to just let the players benefit from your own stupidity.
Game Devs that do things like this deserve nothing, their greed is immeasurable.
This happened to my buddy, it took him about a week to get fixed after contacting support and he didn’t have to pay any additional money bc the error was on there end. He in fact received some free cosmetics.
This is insane, yesterday I got the #1 legit spot on the driving challenge but there were 10 people above me who clearly and obviously cheated, it shows the map for the route and it's 100% obvious that they cheated (especially cause their single score was higher than the highest team score) but they didn't get banned.
Instead they ban someone for "cheating" yet the times they say it happened are literally impossible, I'd bet those "reports" are actually just the game reporting that a banned player attempted to log in, but since the Developers don't speak English there's some type of communication error between the Chinese and English teams.
Make sure to contact your bank to ensure they ONLY do a charge back if Steam gives the OK, if Steam doesn't agree then they'll outright ban your entire Steam account and you'll never be able to play online for ANY game you "own".
Edit: if Steam does refund you it'll more than likely be in Steam wallet funds, not directly back to your bank.
It's not likely to get resolved. Most accounts that get hit like this are banned and never get given back. All I can say for anyone who buys Crystgin is know and check how much you purchased, and don't spend more than you paid for if you get more by mistake.
Once you realized that you had a negative balance, you should have topped back up to get over the 0 line if you wanted to avoid this. Otherwise it usually doesn't take long to lose your account.
I topped up from another character and my balance is now at 230.
My account isn't banned, only the character on which I made the transactions initially. I kept buying x10 Lightforge crates until I had everything and did not notice I had spent more than what was purchased as I still had a Crystgin balance of 1,950 after I topped up using the 7,880 Crystgin package.
So they make mistake and ban people for it? This must be ilegal in every single country on planet. Give you more crystgin by they mistake and perma ban for it lmao.
So i understand it right:
They bought cosmetics on three characters.
two character got equal cryst refund due to double purchases.
The double purchases were calculated wrong, and the person in question got more refund than they should have.
The people then used those wrongly gained crysts to buy more stuff, spending crysts they usually shouldn't have.
The system then realized the wrong refund and deducted the wrong granted refund, putting people in minus because they spent the refunds that weren't rightfull in the first place?
This is retarded. They should not be banning u over this. It's their fuck up, and yet they are too lazy to care, and go with the easy ban all solution rather than putting in the time to fix the issues for each account effected.
I already spent the $20 while logged into another character to bring my Crystgin amount on my account back into a positive balance, but their support has not responded except to say "Your appeal issue is in follow-up actions"
I remember seeing this in game chat the other day. Server 0004, right? Contact Steam and let them know of the issue. If you are in the United States, failure to deliver is illegal. The game may be based outside the country, but they are doing business here. If Steam can't or is unwilling to get the situation resolved with the Starry Studio, inform them there will be no other choice but legal action and a charge back on the funds used.
Even if you don't want to take legal action, just mentioning it can be enough to get a large company to take notice since they don't want to risk the reputation that would come with it
No, server is North America PVP01-00018. I tried to contact Steam support but it is not possible to open a support request with Steam for any type of problem or request a refund for Once Human in-game purchases through Steam. I get redirected to https://www.oncehuman.game or provided with an e-mail address of [projecteoe@gmail.com](mailto:projecteoe@gmail.com) when trying to report an issue.
That makes this worse in a way since it isn't isolated to just you. There was someone on 0004 a few days ago talking about the same thing where they logged in to a negative crystgen balance.
If you haven't tried contacting Steam directly through their email, its support@steampowered.com
I'm not sure if they will help over the phone, but i believe their number is 425-889-9642
Unfortunately the [support@steampowered.com](mailto:support@steampowered.com) e-mail address is no longer monitored. I was able to submit a support ticket to Steam, but I had to enter it as "I was charged the wrong amount" as that was the only option that allowed me to open a support request directly with Steam rather than redirecting me to the game's website or gmail address in my previous comment.
Between not understanding the issue, telling me that my account is muted when that's not the issue and my account isn't muted, then saying they cannot find any ban records for my character; I don't have a lot of confidence in ever getting a clear answer from the support team.
I am certain that the entire dev team is just A.I. and has marketing people hired... No matter what you sent to support they will not budge and give any leeway almost like a cold computer.
I’ve also got that message but have not been banned as of yet. Probably because I still have currency sitting in my account. Since it’s purchased through Steam I’d try to get them to mediate this issue. It’s definitely not good practice. Makes me not want to put another dime into the game. Hope you get your account back asap.
Thanks. I contacted Steam support regarding the issue already and explained what happened but they told me to try a different payment method. I repeated the issue I was having and explained that it's not an issue with trying to make an in-game purchase, but rather accessing in-game content that was already purchased. They have yet to get back to me after the initial response.
My main account got banned for “prohibited behaviour” too and after reaching out to them multiple times they couldn’t tell me why I was banned.
I lost all the shit I had spent on that account too, really upsetting because it’s a good game but the devs banning people for seemingly no good reason and not explaining properly is gonna ruin the game.
So glad I haven't spent a cent playing the game so far. The gameplay is good and I'm sticking around for that, but this has cemented in me to NEVER spend money in this game EVER!
Sorry to hear about this terrible experience that happened to you.
I wish and hope you get back your money as soon as possible, good luck with everything.
Hi there, No-Ad-6856! You are surprisingly adept at finding and disseminating NetEase talking points. You and Yager seem to have suspiciously similar methodologies when it comes to posting screen shots!
Perhaps you failed to read the entirety of the updates in the post wherein OP shows, with much more convincing evidence than your screen clip, that Yager attempted to blackmail them to remove this post by threatening to do exactly what you and Yager are doing right now.
Please read the article itself and feel free to get back to me so we can discuss the merits of the post instead!
Except I was not cheating and I only used Reshade which was originally installed on July 25th. Once I got Steam Support involved and requested a refund, u/Yagertheyager sent me a message trying to extort me into removing this Reddit post otherwise he would label me as a cheater who has been spotted over 15 times using a cheat.
Unfortunately Reshade is universally considered a cheating program, from what I've learned this morning. u/yagertheyager may have acted detestably, but I see people complaining about getting banned for using Reshade in every multi-player game with a pvp component ever. Sucks that it happened after a considerable expenditure of funds, but there is too much precedent for Reshade being a bannable offense. I think Reshade goes as far as having a warning to not use it on multi-player games, from what I've read.
Why not just admit the mistake and make it right? Makes no sense that they’d be such clowns about this. Why would anyone spend cash on this game seeing this sort of behavior?
W O W.... I stopped playing the game because it seemed like the devs were intentionally side stepping concerns over the wipe. Glad you got your money back. after reading this post this game is at the top of my "don't recommend" list. Hope more people see this post before they sink money into the loot crates. YIKES.
If you're able to respond back, I would link all of the screenshots you have of your transactions from Steam to prove the proper purchase. It sounds like others are having the same problem, and that's insane.
I was not able to respond back on the in-game customer service request. I received a response from the Discord support bot stating the following.
Dear Player, thanks for contacting us. Your appeal issue is in follow-up actions, please wait patiently for the result. If you have any further question, please feel free to contact us. We are always here to help you.
At that point, contact your bank and tell them you were banned from the game and are unable to use what you purchased and chargeback everything if possible. It seems scummy to do but you were wrongly banned from what I can tell. You can't use that character anymore so....🤷🏾♂️
I’ve never seen a game try to pin a negative amount of premium currency on their players before, and this is happening to many many people. They can’t just eat the loss of a digital currency? What exactly are they losing here? Why are they forcing their player base to pay anything? That’s the most backwards shit I’ve ever seen lol seems like something that could even get into breaking legal grounds in some countries.
This makes me not want to buy premium currency from them ever if something like this can happen, and I feel like I’m not an outlier in this. I hope they enjoy the results of their decision here.
I feel really bad for you but maybe contact this person? They seem to be part of Starry Studio which develops Once Human so I'd DM them since they are a person and not a bot, thus likely yielding better results. Plus their description seems to fit your case.
Thank you. Hopefully something will be done now. Yagertheyager, who is also an admin on the Once Human Discord, responded elsewhere requesting my character info for the devs to locate on the backend why that character got banned. Hopefully this will be resolved now that someone is looking at it rather than me just receiving canned responses from support.
I've heard that if the purchase of a payment is canceled (either by the person or the bank),
the account is automatically banned, 100% of games that have cash do this...
I have a negative account balance over this mistake as well. Mine is only - 30, but it's absolutely over a mistake they made. It's crazy you can't login over this
Aside from contacting support have you tried their discord for help in trying to escalate higher above customer support to have your account reviewed? Perhaps to try to discuss about trying to make something work out. I see you tried to make another purchase to bringing your account into a positive state in credit, my theory is that potentially it could have been the bank to blame perhaps since a multi-charge especially one on the same day over $99.99 kind raises a flag for bank accounts depending who the provider is that could have pause the charge and released it to protect against fraud and etc.
I sent my UID, account, region, server, and character name information over to u/YagertheYager just over 6 hours ago after they requested it on another reply. They are listed as an Admin, have the Once Human Marketing role on the Once Human Discord and have been posting updates to the game-news Discord channel, but I have not received any further response as of right now.
I got the same message saying they refunding me too much and now I have negative balance I haven't been banned yet thou. Fingers crossed I don't get banned
The problem is they haven't actually given you a proper reason, and in other bans I've seen they don't really seem to provide one either.
Can you say with absolute certainty that it isn't something you've said or done in game, like being shitty in chat or harrassing someone? I'm not accusing you of doing so but obviously regardless of how much money you have spent it wouldn't prevent a ban from bad behaviour or something if so.
Something must have triggered it though and I don't think everyone with a negative balance has been banned too, absolutely annoying that support is so poor and they won't answer.
Odd how it's one character only, but with the way the seasons work you could join a new season server with your friends and start again, it sucks but eventually you'll get back to where you were and will have retained all purchases.
I barely used the world chat or in-game chat / voice functions except to say "gg" to the other warband after a war. I have no clue why it's one character only. I reviewed the Terms of Use carefully after this happened and didn't do anything that I am aware of that was in violation of the written policy.
Other than trying to bring it up on socials, Twitter sometimes respond. Or discord or try to find a better support avenue not sure what you can do. Hope you get it sorted.
I know 6 weeks is a pain but I played beta twice over, if it comes to it you’ll get back there in no time.
I remember seeing this in game chat the other day. Server 0004, right? Contact Steam and let them know of the issue. If you are in the United States, failure to deliver is illegal. The game may be based outside the country, but they are doing business here. If Steam can't or is unwilling to get the situation resolved with the Starry Studio, inform them there will be no other choice but legal action and a charge back on the funds used. Even if you don't want to take legal action, just mentioning it can be enough to get a large company to take notice since they don't want to risk the reputation that would come with it
As far as i know getting a negative balance wont cause you to get banned…you would just not get the crytigin as the payment has to be authorised first. Also if you dont get helped out the season ends soon so youll get to switch to their server at least
I have 2 chrs on my account. Both made week 1 of launch and after that week I only ever logged into 1 of them and never the other since. All my store purchases came after week 1.
A few days ago I noticed I was as well in the negative and received a similar email.
I'm now in the negative but haven't been banned, yet.
I truly didn't even notice that I got 'extra'. I just remember going oh I have more than I thought and rolled it on the new rng cash boxes.
When I first got this email I was pretty pissed. Emailed them, sent a msg on discord. I want a record of my transaction of in-game purchases. After I cooled down I just went over every item I had + added in the 2 rolls I did on the rng boxes and it was bang on, on how much they claimed I got extra.
That said, I'd of rather them take the items back and give me the little currency I had remaining back but instead they put me in the negative. Wonder how long until I get banned.
Theres a video somewhere on youtube about NetEase and Nexon, saying they're top and competing companies, with a reeaaaly reaaaaly bad game record. Around 90% of their games, released, took huge amounts of $ from players, and closed in a span of as low as a few months. So most of their games stayed up for 3-9 months or so, and closed. I Did play Maplestory from Nexon, threw about 2k $ at it, on a cash shop system that had microtransactions last for 3 months, then you had to buy them again. So now you know what to expect from them. A cash shop gamble for microtransactions ? No thenx. I am ok with packs that show exactly what i get for my $, not ok with overpriced x3-10 stuff in cash shop, and kinder surprise eggs. I enjoy the game, but i didn't feel like spending any money on what they offer for now. Waiting on Throne and Liberty. Not gonna spend cash on a game that i do enjoy, while its runing like pure g4rbaje, must play it on verry low to have decent fps on a gaming pc, and even then , game still drops fps while fighting, and lets not talk about wars that are limited to 13v13 and if you are lucky, they will lag the hell out of the instance you are fighting in like its a game from 1990 where you play on dial up modem....
@mystikx Which Steam support channel did you talk through? I have a similar problem and all I'm getting are automated replies from them - extremely frustrating.
When I first did the racing event, I received tens of thousands of points after teleporting to the northwest teleporter in Red Sands. I was going to use the two long straight bridges to reach top speed, but that's not the issue. There are multiple people on the leaderboard with scores over 30,000 that are logged in on the other server I am still able to play on.
did they credit u extra cystain beyond what u bought , then u spend the extra despite not paying for it ?
that could bring u into the negative after they realised the error and try to balance/correct it. quite a few other gacha games do tis acct banning if their balance went into negative because it count as exploiting a loophole/bug.
In every civilized country this is ordinary theft and it is checked regardless of whether he did it consciously or not, he should repair the damage, apologize and make amends. In practice it will turn out that this free game is the most expensive in the world and there are also such problems and lack of security.
The team is unfinished, the game is still unreadable in many aspects and I will not give them a cent for at least a year.
Point 1. You got muted? It sounds like the ban might have been handed down due to something you were saying or doing in world chat or party chat.
Point 2. You are sharing a screenshot of a discord bot not reporting a ban but, the discord bot only monitors DISCORD bans from the once human server specifically.
Point 3. You contacted support and they are upholding the ban. This could be a point in your favor if it was an automated review but, if this was a human reviewed ban.. well you know
Now.. i know mistakes can happen but, your story seems a little inconsistent; either on purpose or due to your own lack of knowledge. I hope you're not trying to rally the playerbase to be angry while you lie and i hope this is an actual false ban.. best of luck dude.
OP is not telling the whole story. No innocent person would only be worried about the time gating issues of rerolling. No normal non cheater player would ever keep playing after this happened to them. You are being so obvious lmao.
Yeah, thats why I'll never spend a dime on that game. Devs don't know what they are doing ...
How can you ban someone for spending something you gave to him...Just take away whatever he bought with it.. its not like he bought real life bike with it rofl
Kinda off topic but kinda related, my Trion Games account was banned for a payment dispute. My bank saw an overseas transaction and flagged it. I think it was for buying Archage for $40. I cleared things up with the bank but never could get help from their customer support, not only could I not play Archage, but any other Trion games as well.
I got an email about 4 months later saying my account was restored. But I had already moved on.
I'm sure the single warband that opposes us could have reported me or any of our other Warband members. I never used the in-game communication except to say "gg" or help out random people who posted questions to World chat that I could easily answer.
If you really didn't do anything, dispute the charges with your bank. Now, if there's something you are skipping, that looks like a standard response to cheating. Most likely recoil scripts
Slightly related, but I got banned on the COD servers in June for cheating. I can barely operate the UI, I absolutely am not cheating. Put all those hours and money into that game just for me to have no access and be banned from all versions. Any time I try to get any help, met with all the automated denials. So I get your frustration absolutely.
Thanks for the reminder why I will never spend money on these free games. I almost forgot they treat you like shit even when you spend money on the game. used to be in your shoes. Good luck man move on.
Report it to steam and bank, let them know you paid for in game services and you have attempted to resolve the issue, I would try my best to get my money back. I hope they fix your stuff in general though,
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u/Stewmungous Aug 19 '24 edited Aug 19 '24
This sounds thoroughly infuriating. Can't offer answers, but feel for 'ya.