I would ask you and others not to open multiples of support tickets, it won't speed up support responding to your first ticket, it will just slow down the response for the next in line. 

Let me qoute myself in my response to your other thread:

Support takes sometimes a bit to respond to tickets, depending on whether it is daylight hours in the Ukraine. Make sure you repond to their automated email and give them any info they ask for. Often, this error is to protect accounts from being hacked and sold/stolen.

Same thing here, no response from support. dissappointing when you put time and money into game

How long ago did you put a ticket in? They won't be into work for the morning for about 5-6 more hours.

I put my ticket inat 6 am

I submitted my ticket around 9am eastern time. 13 hours ago. Haven't received so much as a response to say it's being addressed or that it's a known issue or anything. 

We're all missing our CvC rewards, the end of the fusion events, clan boss rewards, the 2X summon... This is nuts. I'm not one to complain or make demands about reimbursement and such, but I really hope they're coming up with a plan to compensate players in our situation, or at least give us a chance at all the things we're missing.

If compromised accounts/hacks are the reason so many of us are banned, that's clearly a server & security issue far beyond our personal control. It's a little (read: A LOT) ridiculous if we end up being the ones getting screwed because of it.

Got a email saying it was fixed but still cant log in!!!

Same ban reason, 2 days no reply.

I  have the same problem!  

i  was banned  Thursday  morning and I  opened a supportticket  as  suggested but still no answer  or solution!  

i  got an  email  a  view  weeks  ago  that  someone  in  asia  logged  in  to  my  account  and  i  changed  my  passwort  right  after  and  activated  two  factor  authentication...  and  now  3  weeks  later  my  account  is  banned?  Wtf?

The investigation is usually becuase your account was logged into again from an unusual location. Support had a national holiday, please expect to start hearing back from them on Monday. I know that's a bit to wait, but at least your account is locked down and whoever hacked it cannot get in.

Also, I just moderate, so unfortunately I cannot speed the support process up. If I could, I would for you guys.

I changed my password and set up a 2 step log in process and everytime I logged out and into my other account I would get an email saying there was a suspicious log in activity. Hell it was ME and then I got the banned investigation message! They responded wanting me to prove its me. WTF really. every log in was with the 2 step log in process!

They are just trying to protect your account. I'm sorry it's been a hassle for you. I know it's annoying now, but wouldn't you rather they protect the accounts like this over just letting them get stolen?

Hello everybody, on october the 14. i tryied to log in and got the message that i got banned because of investigation. I don´t know why and i only got one reply from your support on octobre the 15. that told me the issue is fixed but nothing happend. I wrote you 5 times since then but i got no answer and honestly i don´t know what else i can do? Can anybody help me here? Thank you

Ive  given the  information but  now  ive  lost  a  weeks  worth  of  game  time,  probably kicked  from  clan.  Still  not  back  in.  Whats  the  purpose of  the  2  step  login  process?  will  i  get  compensated for  the  lost   time?

Has anyone at least got an update or heard back from technical support? This is ridiculous 

Nothing...no reply, no information...nothing! 

Does anyone else have any ideas about what to do? I now have 3 tickets open and no reaction from Plarium. I don't understand why no one is responding, is there another channel or e-mail address I could try to contact? I am very grateful for any help!

Have you gotten any auto responses from them? If so make sure to reply to them with supporting documents.

Hello Harbby,

yes i got the auto response for every single Ticket and i replied on every single one. For the first i got a answer:

Your request

Hello.
Thank you for your patience.
We are glad to inform you that the issue has been fixed.
Our developers are working now on compensation for the players affected by it.

If your question is not related to the ongoing issue, please let us know.

Regards,

Ilya
Player Support Team 

Of course i replied that the issue is still there but after that i got no further answer and so opend two new Tickets but there i also got no answer after the receiving the auto respond.

Don´t know what to do :-)

Edited by moderator - Harbs 

Removed ticket information 

Still waiting. I'm getting one response to my support ticket per day (except today, where I didn't get one at all). They've requested the same documents repeatedly, which have been provided multiple times. Love how we're getting cut out of the fusion and all other progression and events. Of course when it finally does get resolved, Plarium is going to send us our cheesy one CB key and bottle of energy as some kind of joke compensation, because that totally makes up for being locked out for so long. I'm not even sure I want to continue with this game at this point. After putting so much time, money and energy into the game, and they can't even prioritize restoring our access. That's not a good way to keep loyal players.

Which documents did they ask?