Is This Really how admins should work?

Big_Ahmed Case

A player from our community, BIG_AHMED, was permanently banned for what was shown as Automation

Instead of causing drama, he did what players are supposed to do. He opened a support ticket to ask what happened, understand the reason for the ban and see if there was any way to appeal it

The ticket was opened on September 18

The ticket itself shows Awaiting Staff and Watching: Nobody

Days passed and there was still no proper response

He then tried to get someone's attention by mentioning admins because he was literally getting no response from the support ticket

On September 20 :

and yeah still nothing, today is September 25.

Eventually, he went to the escalation channel because he wanted someone to actually look at his case

And this is where the situation gets confusing

Instead of someone taking a look at the ticket, his messages were deleted and he received a 7-day timeout

I'm not saying the ban itself is wrong

If the system detected something and the admins have a reason for the ban, that's something they can explain

What I don't understand is the way the situation was handled

If a player has a support ticket open for days, and nobody is watching it, what exactly is the player supposed to do?

If the answer is simply "wait", then at least tell the player to wait

If the ban cannot be discussed, tell him.

If the evidence cannot be shared, explain that.

If the appeal is rejected, give him the decision.

Any of these would be better than complete silence

And giving a player a 7 days timeout for trying to get someone to look at an unanswered support ticket doesn't really solve the original problem

This isn't only about BIG_AHMED anymore.

It's about how admins/mods are supposed to work

Players should be able to question a punishment without being treated like they're causing trouble simply because they want an answer

Nobody is asking for special treatment.

Nobody is asking the admins to unban him just because the community supports him

We're asking for communication

If the ban is justified, explain the process

If there is no appeal, say there is no appeal

If the ticket needs more time, say so

But please don't leave players waiting for days and then punish them when they try to find someone who will actually look at their case.

And this is not an isolated case

What makes this even more concerning is that BIG_AHMED isn't the only player who has experienced a similar situation

he also spoke with another player who had a very similar experience

The point here isn't to compare who got treated better or worse

The point is that if multiple players are having the same issue with getting answers from admins, then maybe the problem isn't with one individual case

Maybe the way these cases are being handled needs to be looked at

If this continues and he still can't even get a response, then I and many others from Iraq will leave the game completely, and we will encourage the rest of our alliance to do the same. Honestly, there is no point in playing a game where the people running it don't respect their players.

Again, we're not asking for special treatment

We're asking for a proper response and a clear process.

2026/9/25,

Jubx4