Thank you for contacting RuneScape Customer Support.
Appeals - and requests for appeals - sent in via the messaging system will not be considered. We will only consider appeals made through the appeal module - this is because we have a system to deal with appeals, and we need to focus on answering game related messages through the query system.
If you have been permanently or temporarily banned or muted then you will be able to see this when you log in to the Account Management section from the main page of RuneScape.com. There you will see a list of your offences and links providing you with the evidence. If no evidence is shown to you for any reason (such as legacy, macroing, account theft, offensive name, bug abuse, or real world trading evidence), it will still be available for viewing by our staff.
Note that we cannot always make the evidence available to you if it would reveal details about our offence detection systems.
We review each appeal fairly and as quickly as we can, so it will not take long for you to be able to see the outcome of your appeal.
If your appeals have been denied, and you are permanently banned, you may apply for a Last Chance. If your appeals have been denied and you are temporarily banned you will be allowed back into the game once the ban expires. In both cases, the Black Marks will remain on your account permanently.
If you have received Black Marks for rule breaking while already on a Last Chance then your account will remain permanently banned with no further chance to appeal. Last Chances are intended to be just that; a last chance (please note that in certain situations a Last Chance will not be offered). If this is your situation then further messages from your account may be blocked, as we consider the issue closed.
If you have Legacy Black Marks, then sadly you can no longer appeal them as they were applied under our old system. We apologise for this inconvenience, although we did make sure you were given an opportunity to appeal them at the time.
If you are muted and you wish to talk to players within the game, or on the Forums, then you will need to create a new account to play with. Please re-read our rules before doing so.
No items or skills are transferable from a banned account under any circumstances.
If you have been banned due to having negative credit, please submit a billing query.
If you have been banned due to having an offensive name, then sadly our decision is final. The name you have chosen has been deemed either offensive, impersonates Jagex staff, encourages rule breaking, contains a political or racial reference or is confusing to other players. Confusing names include those with recurring spaces and/or characters. You may create a new account on runescape.com if you are willing to create a non-offensive name.
You can contact Billing Support through the 'Knowledge Base' section of
www.runescape.com.
On the resulting page click the 'Customer Support' link, followed by 'Billing'.
This will then take you to the Billing page, where you can send in a message by clicking on the 'Submit a Billing Query' link.
If you have any questions regarding any banning issues, be sure to read the F.A.Q section of our knowledge base, rather than sending in a query as this will answer the vast majority of your questions.
You can find this on
www.runescape.com <http://www.runescape.com> in: - Knowledge Base Home > Customer Support > Bans and mutes.
Any membership on a banned account will be cancelled at your next billing date automatically; credit already on the account cannot be refunded or transferred.
Note that we aim to punish those who break our Rules in order to educate them. If you have reported another player who has broken the Rules, then we will shortly make a decision regarding their case. If the player you have reported is instead innocent, then we will not punish them at all.
If a player has reported you but you have done nothing wrong, we will not punish you.
Please note that we cannot write to you personally to inform you about the outcome of your abuse reports. We hope you understand that this is partly for privacy reasons, and partly because we receive far too many abuse reports for us to be able to contact reporters individually.
Note also that although we are keen to punish offenders to educate them about our rules, an abuse report may not necessarily result in a ban for the offender. We use a system of Black Marks to punish offenders, and the number of marks given is dependent on the severity of the offence. It is only when a certain number of Black Marks have accumulated that we issue a ban.
To learn more about this system, please visit
www.runescape.com and follow these links: 'Customer Support' > 'Bans and mutes' > 'What are black marks and what do they mean?'.
All our Rules are viewable on runescape.com by clicking the Rules link, and only offences listed in the Rules can be reported.
Happy Gaming.
