Quote Hey folks,



I thought it would be important to comment on this issue as it is obviously something that is very frustrating, and quite complex. Although it is our policy to not discuss action being taken against other players, this thread brings up a more general concern of CS action, and so I wanted to explain our philosophy a bit about this situation, and the OPs situation specifically.



First, the general rule: We will typically not help guilds restore items that were removed from their guild bank by players which had access to do so. We allow players to police their own guilds and although this situation is unfortunate, it is very difficult for us to action these scenarios. The only time we will action these occurrences is when there is a Terms of Service violation attached to them (such as a compromised account, etc).



I know some may ask why that is, and it is a very valid question. The answer wis that it is just a very tricky precedent to set. When do you restore the items to the guild? When was the player in the right for taking the items? What if it was just a guild dispute and players are mad at each other? What if nothing was done incorrectly and a player just has a vendetta against another? There are so many complicated components to these situations that outside of ToS violations, it simply comes down to "guild drama," something that is hard for us to step into.



Something that made this situation unfortunately worse was the perceived lack of response from CS. When looking into the OP's situation, what I found out is that their issue was actually investigated and responded to. There is a display bug currently where in rare situations, a player’s ticket will not actually show up as responded to. In fact, they can't even see the response at all. Once we realized that was the case here, I made sure that CS not only responded to the ticket but actually emailed the player directly.



In the future, what I recommend everyone do is to simply be very cautious when put in situations like this. Here are some tips I would recommend for anyone (these are things I do in my own guild!):

Do not allow everyone in your guild permission to everything. (recruit's don't need to access your Tier 9 crafting components )

) Keep your most valuable items in their own tab, if possible, and only allow those you trust to access it.

Before promoting someone or their alt to a rank that can access your bank, verify their identity.

If you feel your guild bank was compromised due to a ToS violation, such as an account being compromised, contact CS.

It really is unfortunate when these types of situations happen. We certainly never want to hear of a guild losing some of their hard earned loot! Just remember to use the guild tools and permissions that you have, and be careful who you let access your bank.



-eric

Eric Musco | Community Manager

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