Account Blocked
You can see the reason for your account block either upon launching the game or via the notification email sent to the address associated with your account.
An account can be blocked for three reasons:
- Confirmed violation of the Game Rules (for example, after a report from another player).
After receiving a report, a thorough investigation is conducted. If a violation of the Game Rules is confirmed, the account is blocked for a corresponding period. - Violation detected by the game’s automatic security system.
The security system monitors all active accounts in real time for the use of third-party software that interferes with the game’s mechanics. Upon detection, the system sends detailed information to the support team for further action. The system operates with precise data, and the possibility of a false positive is eliminated. - Temporary block during an investigation.
An account may be blocked if it is involved in any ongoing investigation (for example, following an account recovery request from the account owner).
Please note that repeated violations of the Game Rules will result in longer block durations, up to a permanent ban.
Chat mute appeals are handled separately. Details.
If you have questions about the applied sanctions, please submit a support ticket using the button at the bottom of this page.
If another player’s actions led to the sanctions on your account, you can file a complaint against them.
Please be aware that all tickets are processed in the order they are received. A response from a support specialist may take up to several business days.