Blizzard Entertainment

An investigation into the allegations contained in the complaint of the customer has revealed the Account was found to be employing a third party program that modifies the actions of characters in-game When the account was logged into the game server, Blizzard’s system detected a third party program that has been prohibited for use in conjunction with World of Warcraft by Blizzard The use of these programs harms the game environment and gives the player unfair advantages over other players According to the Battle.net Terms of Use Agreement which all subscribers agree to upon registering an account to play World of Warcraft, “You agree that you will not, under any circumstances: (A.) or use cheats, bots, “mods”, and/or Hacks, or any other third party software designed to modify the World of Warcraft experience.” For additional information on the Battle.net Terms of Use, please visit: http://us.blizzard.com/en-us/company/legal/wow_tou.html Even if this behavior is the result of a third party accessing the account instead of the registered user (for example, a friend, family member, or leveling service) then the account can still be held responsible for the penalty because of the impact it had on the game environment The Battle.net Terms of Use is located at http://www.worldofwarcraft.com/legal/termsofuse.html, which was accepted when World of Warcraft was installed and the account(s) established states that, “You are responsible for maintaining the confidentiality of the Login Information, and you will be responsible for all uses of the Login Information, including purchases, whether or not authorized by youIn the event you become aware of or reasonably suspect any breach of security, including without limitation any loss, theft, or unauthorized disclosure of the Login Information, you must immediately notify Blizzard by emailing http://www.battle.net/support.” Due to use of the third party program, Blizzard terminated the account on 8/30/ A notice of Account Closure detailing the Terms of Use violation was sent to the customer’s registered email address on that day Any disputes of this action or further information on exploitive activity, please visit the Account Administration Overview and contact page here: http://us.battle.net/support/en/article/

We apologize for any inconvenience caused and we have added three (3) days compensation time to youraccount We reviewed your account history and we discovered that a Game Master was able to fix your quest issue In our ongoing efforts to provide the best customer service possible to our players, we have launched a newcustomer Service Web Site which will assist with a variety of issues To get started, please visit:https://us.battle.net/support/en/article/contactWhen you access Blizzard’s customer service portal, you will be able to access all support contacts in oneconvenient location which include: live web chat, in-game assistance, and phonecall backs Additionally, you will be able to quickly and easily check on the status of your customer servicerequest.We ask that all requests to go through the Service Web Site please go to: https://www.battle.net/support - andsubmit your questions The hours for live support are 10am to 7pm PST, seven days a week

Hello ***, Thank you for continuing to express your passion regarding your Diablo III accountI took another chance to look over your account, and I’m confident when I say this action was not in veinYour account was found to be involved in the use of Third-Party programs as previously mentioned The details were sent to your registered Battle.net account e-mailBlizzard is unable to discuss the details of the action directly with you, due to the sensitivity of this informationReleasing details of an action of this nature to the public could potentially backfire us, in the sense that others would know our detection patterns for these sorts of actions I truly hope you understand our reasoning behind not releasing this information, and I suggest you read over the email that was sent to you at the time of the action for more details, as well as the Terms of Use that was previously sent to you Our Support Team is here 24/7; I highly encourage you to reach out to us should you have questions regarding a separate matterBest of wishes!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Since there is no third party software on the computer that could be considered a violation, and the multiple reviews completed have still concluded that the account was in violation, I can only assume that the information is being misinterpreted or the detection software used is faultyI am not requesting any information about your internal processes since I know it can be used maliciously by people that are actually cheating and trying to avoid detectionI do not wish to promote or condone thatThat's why I am attempting to provide you with information that could be used to find the issue in your system without asking directly which thing it might beI am only guessing at the cause, be it a gaming mouse or happening to have two people play together often that don't have the same experience levelI keep trying to guess in hopes of sparking some recognition and clearing up the misunderstandingMaybe I haven't guessed the problem correctly yet, but that does not mean the account was actually in violationThere is something wrong with the detection process that my account, and probably many others, has been caught up inIf you don't want my help in identifying it, that's fine and understandable, but the problem still needs to be found and corrected, whether it is a software bug or a human misinterpretationContinuing to brand innocent account holders as cheaters can only be detrimental for everyone involved Regards, [redacted] And [redacted]

Hello, We definitely understand the position that no one wants to have their account suspended, and it is not an action that we take lightly However in order to protect the integrity of our games, we will do so We have reviewed the matter again and we have arrived at the same conclusion According to Blizzard’s internal logs, the records show that an unauthorized third party program was detected when the account logged into the game server Upon review of the logs for the account, Blizzard has discovered that the access matches the customer’s play patterns Blizzard has determined that the account shall remain suspended until 2017-03-on the basis that the account was not compromised and its subsequent use of the unauthorized program This action is taken in accordance with the Battle.net End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a Battle.net account We do seek to assist whenever possible, but the nature of account actions does mean that we must limit the number of appeals we will investigate Multiple representatives verified the suspension was warranted in this caseAs the suspension is a result of a violation of the End User License Agreement, a refund would not be a service we offerRegards,Customer SupportBlizzard Entertainment

We have reviewed the matter again and wehave arrived at the same conclusion Accordingto Blizzard’s internal logs, the records show that an unauthorized third partyprogram was detected when the account logged into the game server Upon review of the IP logs for the account,Blizzard has discovered that the IP matches the customer’s playlocation Additionally, several in-gametests were performed by Blizzard’s staff that showed that the actions on theaccount were automated by a third party application Blizzard has determined that the accountshall remain closed on the basis that the account was not compromised and itssubsequent use of the unauthorized programAll in-game items and rewards thatwere accumulated during this time will not be reimbursed for any reasonwhatsoever This issue has been reviewedby several levels of our organization, and we consider the matter closed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Greetings,This issue has been reviewed by multiple account representatives and each time the same conclusion has been reached Refund will not be offered for the associated purchases Blizzard Entertainment's policy for purchases is that all sales are finalThis messaging is presented on the purchase window for any product and it is outlined in our posted Terms of Sale: http://us.blizzard.com/en-us/company/about/termsofsale.htmlDue to the length of time between purchase and refund request, we are unable to make any exceptions

Hello,We definitely understand the position that no one wants to have their account suspended, and it is not an action that we take lightly However in order to protect the integrity of our games, we will do so We have reviewed the matter again and we have arrived at the same conclusion According to Blizzard’s internal logs, the records show that an unauthorized third party program was detected when the account logged into the game server Upon review of the logs for the account, Blizzard has discovered that the access matches the customer’s play patternsBlizzard has determined that the accounts shall remain suspended until 2017-05-on the basis that the account was not compromised and its subsequent use of the unauthorized program This action is taken in accordance with the Battle.net End User License Agreement (http://us.blizzard.com/en-us/company/legal/eula.html) which all users must agree to upon creating a Battle.net account We do seek to assist whenever possible, but the nature of account actions does mean that we must limit the number of appeals we will investigate Multiple representatives verified the the suspension was warranted in this case.As the suspension is a result of a violation of the End User License Agreement, a refund would not be a service we offer.Regards,Customer SupportBlizzard Entertainment

Hello Luke, Thank you for taking the time to write to us, regarding BlizzCon ticket salesI had a chance to look over your inquiry, and hopefully I can clear up some confusion you appear to be having What other customers do with the tickets they purchase is not of Blizzard’s control It’s true that many customers purchase BlizzCon tickets, just to sell them on eBay for a much higher price, however, I can assure you Blizzard is not associated with these customers in any wayTraditionally, every year, BlizzCon tickets have sold out almost immediately, due to the high demandAs an example, BlizzCon tickets for were sold out nearly minutes after being postedIn previous years, they have been sold out in even less than a minute I know this isn’t the response you were hoping for, and I’m very sorry to hear you were unable to purchase any BlizzCon ticketsI wish you the best of luck for the coming years! Warm regards, -Blizzard Entertainment

Hello ***, Thank you for continuing to express your concerns on the matterI've taken another chance to look over your account, and our previous responsesI can assure you our response to the matter is accurate, as this has already been reviewed by multiple departmentsLooking over your account, I've again verified that it was your Paladin that earned the achievement for completing Stormheim, and not your Death KnightWe aren't saying you're not telling us the truth, we're simply stating the facts at our disposalIf you truly believe this is bugged, you will need to submit a bug reportCheck out the article below for steps on how to do this: https://us.battle.net/support/en/article/If you require anymore assistance, feel free to reach out to our Customer Service departmentBest of wishes! Regards,Blizzard Entertainment

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have asked for proof because I have had this account for years with no issuesI did find some spyware on my system that I have cleaned and made sure wasn't on the system anymoreThey told me they don't have to provide proof Regards, [redacted] ***

None of the information provided allowed us to locate your account Please respond and provide accurate information so that we can fully investigate the issue If you are unable to provide this information, we encourage you to contact our Customer Support to dispute the action You can contact Customer Support using this link: https://eu.battle.net/support/en/help/ Be advised that once a closure has been reviewed and found to be accurate, you will no longer receive a response from additional disputes of the action as the matter is considered to be closed We are unable to provide compensation when an action has been taken correctlyAdditionally, all actions are taken within the Battle.net Terms of Use (http://eu.blizzard.com/en-gb/company/about/termsofuse.html) Specifically, in regards to your dispute of a closure without a warning Section states " In case of a serious violation of this Agreement, the in Game Policies and/or a Game EULA, Blizzard will be entitled to immediately terminate the Service without any prior warning".With that said, we again ask that you reply to this dispute with accurate information so that we can investigate the matter further

An investigation into the allegations contained in the complaint of the customerhas revealed the Account was found to be employing a thirdparty program that modifies the actions in the game When the account was logged into the gameserver, Blizzard’s system detected a third party program that has beenprohibited for use in conjunction with World of Warcraft (the “Game”) The use of these programs harms the gameenvironment and gives the player unfair advantages over other players.According to the Battle.net End User License Agreement which all subscribers agree toupon registering an account to play World of Warcraft:Blizzard may revoke your license to use Battle.net and/orthe Games if you violate, or assist others in violating, the licenselimitations set forth belowYou agree that you will not, in whole or in partor under any circumstances, do the following:iiCheating: Create, use, offer, advertise, make available and/or distribute thefollowing or assist therein:Cheats; i.emethods, not expresslyauthorized by Blizzard, influencing and/or facilitating the gameplay, includingexploits of any in-game bugs, and thereby granting you and/or any other user anadvantage over other players not using such methods; Bots; i.eany code and/or software,not expressly authorized by Blizzard, that allows the automated control of aGame, Battle.net and/or any component or feature thereof, e.gthe automatedcontrol of a character in a Game; Hacks; i.eaccessing or modifyingthe software of a Game or Battle.net in an manner, not expressly authorized byBlizzard; and/or any code and/or software, notexpressly authorized by Blizzard, that can be used in connection with theBattle.net client, Battle.net, a Game and/or any component or feature thereofwhich changes and/or facilitates the gameplay;Even if this behavior is the result of a third party accessing theaccount instead of the registered user (for example, a friend, family member,or leveling service) then the account can still be held responsible for thepenalty because of the impact it had on the game environment Asper the Battle.net End User License Agreement, “You are responsible formaintaining the confidentiality of the Login Information, and you will beresponsible for all uses of the Login Information, including purchases, whetheror not authorized by youIn the event you become aware of or reasonablysuspect any breach of security, including without limitation any loss, theft,or unauthorized disclosure of the Login Information, you must immediately notifyBlizzard by emailing [redacted] t.”For additional information on the Battle.net End User License Agreement pleasevisit: [redacted] Due to use of the third party program, Blizzard suspended the account for sixmonths starting May 13, A noticeof Account Suspension detailing the violation was sent to the customer’s registered email address on that day Any disputes of this action or furtherinformation on exploitive activity, please visit the Account AdministrationOverview and contact page here: [redacted]

Greetings [redacted] , We have reviewed the matter again and we have arrived at the same conclusionAccording to Blizzard’s internal logs, the records show that an unauthorized third party program was detected when the account logged into the game server Upon review of the IP logs for the account, Blizzard has discovered that the IP matches the customer’s play location Additionally, several in-game tests were performed by Blizzard’s staff that showed that the actions on the account were automated by a third party application Blizzard has determined that the account shall remain closed on the basis that the account was not compromised and its subsequent use of the unauthorized program

An investigation into the allegations contained in the complaint of the customerhas revealed the Account was found to be employing a thirdparty program that modifies the actions in the game When the account was logged into the gameserver, Blizzard’s system detected a third party program that has beenprohibited for use in conjunction with World of Warcraft (the “Game”) The use of these programs harms the gameenvironment and gives the player unfair advantages over other players.According to the Battle.net End User License Agreement which all subscribers agree toupon registering an account to play World of Warcraft:Blizzard may revoke your license to use Battle.net and/orthe Games if you violate, or assist others in violating, the licenselimitations set forth belowYou agree that you will not, in whole or in partor under any circumstances, do the following:iiCheating: Create, use, offer, advertise, make available and/or distribute thefollowing or assist therein:Cheats; i.emethods, not expresslyauthorized by Blizzard, influencing and/or facilitating the gameplay, includingexploits of any in-game bugs, and thereby granting you and/or any other user anadvantage over other players not using such methods; Bots; i.eany code and/or software,not expressly authorized by Blizzard, that allows the automated control of aGame, Battle.net and/or any component or feature thereof, e.gthe automatedcontrol of a character in a Game; Hacks; i.eaccessing or modifyingthe software of a Game or Battle.net in an manner, not expressly authorized byBlizzard; and/or any code and/or software, notexpressly authorized by Blizzard, that can be used in connection with theBattle.net client, Battle.net, a Game and/or any component or feature thereofwhich changes and/or facilitates the gameplay;Even if this behavior is the result of a third party accessing theaccount instead of the registered user (for example, a friend, family member,or leveling service) then the account can still be held responsible for thepenalty because of the impact it had on the game environment Asper the Battle.net End User License Agreement, “You are responsible formaintaining the confidentiality of the Login Information, and you will beresponsible for all uses of the Login Information, including purchases, whetheror not authorized by youIn the event you become aware of or reasonablysuspect any breach of security, including without limitation any loss, theft,or unauthorized disclosure of the Login Information, you must immediately notifyBlizzard by emailing [redacted] .”For additional information on the Battle.net End User License Agreement pleasevisit: [redacted] Due to use of the third party program, Blizzard suspended the account for sixmonths starting May 13, A noticeof Account Suspension detailing the violation was sent to the customer’s registered email address on that day Any disputes of this action or furtherinformation on exploitive activity, please visit the Account AdministrationOverview and contact page here: [redacted]

Blizzard has refunded the virtual ticketthat was purchased on November 8, in the amount of $ Please allow the refund to apply to yourcredit card within 4-business days Wesincerely apologize for any inconvenience caused if there is any additionalsupport we can provide, please contact our Customer Service department at: https://us.battle.net/support/en/article/contact

Greetings,For sensitivity and security reasons, we do not provide evidence of investigations to our customersHowever, I can assure you that we have investigated and re-reviewed the evidence presented in this caseThis is also done by multiple agents to ensure fairness and in this case the evidence was correct.We have no desire to close accounts that do not warrant it However closure of accounts we have determined are violating our policies is necessary to protect the integrity of the game The account activity has been investigated fully in this case There was no error found We are confident in the violation and the action will not be overturned.Regards,Customer SupportBlizzard Entertainment

After reviewing the situation we would like to offer the following resolution: a refund of the League of Explorers purchase and a grant of 15 [redacted] packs. However, be advised that the refund will only credit the [redacted] Balance that was used to make the purchase. We are not able... to provide a refund of the money spent to load the Balance. We have emailed you from our support inbox with a request for a callback. Please reply to that email with a good time to call so we can discuss the matter further and reach a solution that suits your needs.

We have confirmed that the Naming Policy violation occurred on the player’s account As a result, we issued a name change for thatcharacter We want to reiterate that we reserve the right to determine which names are appropriate for World ofWarcraft Also, we will investigate the other names you report but we cannot discuss the details of our investigationnor can we disclose what actions we take on other players’ accounts Lastly, please note that Blizzard reserves the right to change World ofWarcraft character names that do not adhere to the guidelines set forth in theNaming Policy.As per the World of Warcraft Terms of Use to which the customeragreed states the following:“Each user will either select a character name or allow theService to automatically select a character name at randomAdditionally, usersmay form "guilds" and such guilds will be required to choose a namefor the guildWhen you choose a character name, create a guild, or otherwisecreate a label that can be seen by other players using the Game or the Service,you must abide by the following guidelines as well as the rules of commondecencyIf Blizzard finds such a label to be offensive or improper, it may, inits sole and absolute discretion, change the name, remove the label andcorresponding chat room, and/or suspend or terminate your use of the Service.”