Tried the email thing, they replied:
Thank you for your email about your child’s account.
If your child has received a ban or mute, it will be due to the actions of their account in-game. To view the information relevant to this issue, they should login to their account and read their inbox message here. The inbox message will explain the reason for this action in detail. Once the inbox message has been read, we offer the opportunity to appeal the decision here.
As a parent, I am sure you will appreciate why we encourage a respectful and responsible environment for all our players. When players act otherwise it has a detrimental effect on the game and other players.
If the appeal has been unsuccessful it is because we believe your child’s actions are unacceptable in our game. Please let me assure you that we conduct a thorough review process for all our appeals and do not take any decision lightly when deciding upon the future of an account.
When reviewing the appeal, we always fully consider all information held on our system. This helps us establish whether the account owner was in the control of the account at the time of the offence and understand the context in which the offence occurred.
If your child’s account is at a point where they feel they are unable to continue playing, they are always welcome to create a new account and make a fresh start.
We take into account all information provided to us by our detection systems to identify whether the account holder was in control of the account at the time of the offence.
If we do not identify that the offence was committed by a hijacker, then ultimately the account owner is responsible for the activity of the account, as set out in our Terms and Conditions.
I appreciate this is not the response you were hoping for; however, we feel that it is unfair to return accounts to game that have gained significant advantages over other players by using rule-breaking methods.
Any further emails regarding this particular matter will be met with the same response.
If your child is under 13 years of age, please do not supply their personally identifiable information, such as full name, home address, email address or telephone number.
I hope I was able to help. If you have any further questions, please seek information in the designated customer support area on our homepage.
Kind regards,
Mod Al
Community Safety Team
