BAN by PoE overlay

Another account I was playing with was banned for "third-party software".

I applied to have the ban lifted, but was turned down once.
I have not received any reply from them since then.

It appears that this was classified as "third-party software" because I was playing using PoE overlay.

I thought PoE overlay was widely used, but it seems to be in danger of being banned.
Therefore, we introduce this as one of the cases that occurred.
We recommend that you refrain from using PoE overlay.

I don't even know why I haven't heard back from support for a long time in the first place.
The support people don't seem to want to do their job.

Looking at past threads, it seems to be the default not to get a reply.
I would like to see improvements so that additional staff can be added and support response can be faster.

I do send e-mails.
I don't get a reply so I can't have a discussion.

"

Nekotea wrote:

I do send e-mails.
I don't get a reply so I can't have a discussion.

Well if your account have been banned and your appeal denied, then the case is closed. This could be why they don't reply to you anymore.

Also support doesn't have anything to do with BAN appeals so saying they are not doing their job is wrong.
This is handle by the account investigation department.

Do you not inform us that you have made a close?
Are you saying that this is GGG's support response?

SCOT responded to me via email as follows.
>If you have any other questions please let us know.

After this I had additional questions.
I have not heard from them for about 2 weeks after that.

Can you still say he is doing his job?

And, it's not my business which department has the problem.

I am simply requesting that the GGG rep respond to my email.
Are you saying that this response is not possible for closed cases?

"

Nekotea wrote:

Do you not inform us that you have made a close?
Are you saying that this is GGG's support response?

SCOT responded to me via email as follows.
>If you have any other questions please let us know.

After this I had additional questions.
I have not heard from them for about 2 weeks after that.

Can you still say he is doing his job?

"

Nekotea wrote:

And, it's not my business which department has the problem.

I am simply requesting that the GGG rep respond to my email.
Are you saying that this response is not possible for closed cases?

Well "normaly" when a BAN appeal have been denied then that means that the case is closed (that's how it has been with all the other BAN cases I know about).
If you want to discuss this, you will need to e-mail banappeals@grindinggear.com
A reply from them can take some time. Some have waited 4+ weeks.
Everything about this is handle by the "account investigation" department and NOT normal GGG support.

In regards to normal GGG support, then they can't answer anything in regards to BAN appeals / when it's your turn in the queue and so on.

Lastly GGG ticket system is queue based, so every time you send a new e-mail your place in the queue is reset = it takes even longer before it's your turn in the queue.

Best of luck to you Exile.