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On Autobans: Nexon favoring their system over context and the customer

Hi there,



Fair warning this will be a long post. If you read it through and to the end, I appreciate that you took the time to try and understand my story. If not, I also understand that you might not have patience for posts of these kind, or even trust me, and that's just fine as well. However, I'd like to stress that the unadressed banning of legitimate players affects the whole community negatively. I'd also like to apologize for any grammatical or spelling errors I might make.



THE WHY



Most importantly, I have absolutely nothing to hide. I'm a legit player and have not hacked/cheated/exploited on my account once since creating it back around 2005. I also do not plan to hack/cheat/exploit should I be able to return to the game. I am frustrated that both my main and Kanna mule accounts have been autobanned considering that I play by the letter of the law. I've only received automated responses for my support tickets, and flowchart/unthoughtful responses from Live Chat. This is not to name and blame the GM's I've interacted with, they have jobs to do as well. However, the strictness with which they follow what I perceive to be company policy is unsatisfactory.



BACKGROUND



Some of you might know me from the Reboot server as "lodwyvern," but I also go by "lod" or my name, Kemi. I play on a Windows partition on my Mac and the only other programs I generally use on this partition are Discord and Firefox. I'm a Jr. of the guild Gintama, a guild that has a zero-tolerance attitude against breaking Maplestory's ToS. My Kanna mule is "FatBellyMan," who runs on a separate laptop that literally has only downloaded Maplestory's client and patches since I replaced its failed hard drive about 2 months ago. I'm a turncoat on the Dark Knight class and now swap between Paladin and Hero. I frequently farm mesos on my main account's Kanna "lodbauer." You might also recognize me from flag race, the few bits of "content" (if one can call it that) I've created and uploaded to youtube, dojo leaderboards, and failing to clear floor 100 in Dream Defender :(. I also might've harvested a Gold Flower if I saw it on one of the maps you were on while channel surfing.



I started playing Reboot about 10 months ago on January 18th, the day before my MCAT. I've never missed a day of arcane dailies since reaching Vanishing Journey unless game service has been unavailable. I actually enjoy playing this game, however grindy it is or ass backwards some of the rng progression might be. More than anything, I'm a player just like you.



THE FACTS



Yesterday, shortly after 8pm EST I received an autoban message on both my main account and kanna account while doing Kritias dailies.



I had a medical school interview earlier today and every night before my previous interviews I grinded out all of my dailies. This night was no different; I started with Dream Defender, moved on to Vanishing Journey where I bumped into an alliance member at Ch8 Rock Zone, did my Legion dailies and moved on to Kritias (working on my 4th pair of Tyrant Gloves, woohoo!!!!) since the friend that I normally run ChuChu and CPQ with wasn't quite ready.



I entered Kritias on my main and Kanna through the gate at Sky Nest I Ch8 and proceeded to Forest of Pain 3 for Stage 1. Stage 2 brought me to Forest of Pain 1 where I experienced some extreme lag. I was unable to jump and cast raging blow a few times and my Kanna ended up crashing. I didn't think anything of this, changed channels to Ch10 and reconnected my Kanna while finishing up my Stage 3 Daily at Forest of Pain 2. By time my Kanna reconnected I was at Stage 4 of the dailies in Forest of Laments 1 in order to collect Burning Energies. After finishing up here, I moved on to my Stage 5 Daily which was located at Forest of Forest of Sorrows 1/2. I left my Kanna at Southeastern Barracks and was making my way to Sorrows 1. When I got to Marketplace, I attempted to enter the portal to Northern Barracks and the client didn't respond. I tried moving my Kanna to Ranheim Academy from SE Barracks and its client didn't respond either. Eventually, my Kanna's client was booted to World Select first and received the autoban message, my main shortly followed suit.



During my time in Kritias, the only other player I saw was an Evan at Forest of Pain 1 Ch8 who killed on the map for a few seconds before leaving since I had been there first. There were also 2 strange occurrences of most if not all mobs on the map dying without my kill counter going up or dropping any items, so I simply assumed this was a symptom of the extreme lag I was experiencing and changed channels to Ch 10 in order to hopefully remedy it.



I logged tickets for both of my accounts, as Live Chat closes ~8pm EST, and today received the classic automated response that my accounts had committed a "serious violation of the Terms of Use or Code of Conduct" and that the bans would stand. I had my first crack at Live Chat today and received nothing but flow chart/scripted responses that the Investigation Team had "thoroughly investigated" my case and the investigation had undergone "multiple reviews." I know these are blatant lies as the time of my Live Chat was very close to the time that it opens up. I believe the investigation of my cases amounted to the GM checking the autoban log, seeing my accounts on the log, and reporting back to me that the cases have been "reviewed" and the decision is irreversible and that the "actions placed for the account in concern is for the best interest of our gaming community."



I asked the GM I was speaking with if there was anyone else I could speak to as they clearly didn't have any interest in actually reviewing my case or considering the context I provided, or even questioning their 'infallible' autoban system. The GM kept rewording their response to me before ghosting on the Live Chat saying that they had other customers to attend to essentially telling me to eat the shit sandwich I was served and be happy with it.



**THE CONTEXT**



As aforementioned, I've played Reboot for just about 10 months without incident and I enjoy the game quite a bit despite the various problems the game itself has. Nexon has its own problems that I was able to see past considering I play within the confines of the game's Code of Conduct and Terms of Use/Service. I've never edited my game files, never used illegal 3rd party clients or programs, and never participated in any exploitative behavior to give myself unfair benefits. There are plenty of players who do or have done one or more of these things on Reboot without any consequence, I am not one of those players. There are literally only 6 players who should have the Vanquisher of Nightmares medal in Reboot, yet plenty of other players are running around with it with no consequence. Let's just skip past the obvious dojo and dream def hackers who get to do whatever they want to.



I don't even do things that are just against common courtesy like holding maps with chairs/mounts because it's inconsiderate to a community where time is one of the most important resources. I grinded for my Arcane Weapon just like anyone else did, was continuing to grind for better tyrant gloves, and had been diligently farming meso so as to not let my hdamien/hlotus party down when Nova introduces the new drops. I charged plenty of NX over the Black Friday week deals and charged some more the morning of the transparent cover sale only to suddenly hack and get banned the same night, a sale that I had been waiting on for a while; makes perfect sense!



**WHAT NEXT**



I honestly don't know what to do. I definitely want to keep trying with Live Chat but don't want to end up getting banned from support for badgering them with requests since I haven't done anything wrong. I'm hoping that I reach the right GM who actually cares about customer support and doesn't just follow a flowchart and blindly trust the automated ban system. **If anyone has any helpful information or avenues of appeal that I can pursue, please let me know.** I've only ever wanted to quit this game on my own terms if given the opportunity, and I had no intention of quitting anytime soon.



If my bans stand I don't think I have it in me to start all over, so I'd like to take a moment to thank all of the wonderful people that I've met while playing Reboot. Thank you for the overwhelming support you've shown me throughout my tenure on Reboot and especially after finding out I was autobanned. There are way too many people to name everyone but here goes:



I primarily want to thank all of you weebs/non-anime watchers in Gintama. Morris, Ri, Zhen, John, Phil, Cinta, Kevin, Aaron (xd), Kai, Psyc, Trav, Spencer, and everyone else. Fuck anyone who says the community aspect of Maplestory is dead and maintains that the community is "toxic." There are bad apples everywhere, but my guildies in Gintama are a large part of the reason that I play the game. From gearing up for our first Damien/Lotus clears, to somehow becoming the strongest (jk Ri's always #1) yet most boosted member of the guild I love all of you and thanks for joining me in flag race :).



To the Neighors Alliance and friends of Neighbors; you guys are pretty darn great and always keep the discord lit. BIG thank to Jeff and those who collaborate with him for providing the community with so many resources pertaining to endgame planning.



To my bossing squad; Mak, Jeremy, Jaepy, Mark, Phanta, Phil, Jae, Andy, and anyone else who has helped along the way (ty for filling in that one time, Tamir), you guys are the absolute best. Thanks for always keeping the mood light and having flexible schedules/spamming the discord with monkaS, and bullying me into job changing!



To my invasion buddies; Erza, Simon, Larry, Exalted, Will and many more of you who overlap from other groups. One day we'll have decent Tyrant gloves/boots/belts :).



To my eternal ChuChu/CPQ buddy and god of solo voyage/sw rng; Frost. You're one of the realest people I've met while playing this game and always have a refreshing perspective when we've had more serious conversations. You helped carry me to the oversized candy chair and for that I am eternally grateful.



CLOSING



Thanks for wasting a bit of time to glance over or fully read my story. Writing this out has really helped me sort out some of my frustration, and I'm hoping that my cases are successfully appealed. If not, it was a fun ride and I hope you guys have a blast with the Nova patch and any future content to come. I sincerely hope that Nexon's policy towards autobans changes as you'd think it would shift a little after the Kannaban fiasco.



Even though this is my personal issue, as I've mentioned before on a similar post, as a legit player this could happen to any one of us, and nothing about this is fair.



Sorry if I rambled or got disorganized at any point. Special shoutouts to Lucy Schwartz's albums "Timekeeper" and "Life in Letters." Y'all should check them out if you're into indie pop at all.

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