I saw the thread here and that gave me hope and courage to open another one here in the english forums. Maybe one of the staff will be so nice and contact the customer support like in the thread mentioned above.

My own account was not banned, but the account of my partner. I'm posting this because he was banned from the forum here as well and his thread where he asked for help was deleted. The Forum-Account's name was/is "Ponch".

We've already submitted multiple tickets and even talked with the Phone Support on Friday who promised to give our case to the correct department since he can't do anything. But after that we never heared another word.

He was banned on thursday evening (german time) after he entered a building in Davon's Watch and got a strange graphical error which filled his whole screen. He submitted a ticket to help you find this issue and then relogged. After that, he fell through the game world. A look on the map stated that his arrow was beneath The Rift somehow. I told him to use /stuck to free himself.
He was teleported to the (I guess nearest?) wayshrine, but he hadn't discovered that one before. The game began to lag horribly and so he tried to restart it.
He couldn't log in anymore because the text said his log-in information was incorrect. The account page said the same "you have no access to this site" or something similar.

What we did so far:

- Multiple Tickets, the first one got a respond saying "you violated the terms of agreement and are therefore banned". But it didn't say anything about what he was accused of having done wrong.
- Other Tickets (2-3) are still open without a response so far
- Called the phone support who told us that he would give the case to the proper department. That was 2 days ago. No response after that.
- I talked with the German Staffmember ZOE_KaiSchober who said he couldn't do anything from his position and asked us to fill out another appeal and asking for the details of the ban.

I was hoping that with the appology of the banning of legitimate users during the item-dupe problem he would be unbanned as well, but that hasn't happened until now.

I paid 110€ for my physical imperial edition and additional 80€ for the birthday gift. We both feel lost now since we can't get the help we need. If there was a hotline we could call at any time, we would have done that already.

Nothing happened to violate the terms of agreement in any way.
His highest character is Level 10/11, he never joined a guild and I don't think he ever traded with somebody else than my brother or myself.

We're both now afraid that our tickets will just be ignored. If a staff members wants to help us here, I'll gladly post his account-name via PM.

We're only asking for help!

Best regards
Ponch and Ryudar