Background:

The account Mensa was flagged and banned for bot/script usage in OGame. The accusations revolved around two key claims:

  1. Automated expedition behavior: It was alleged that Mensa sent expeditions at nearly the same time every day over an extended period, which was considered evidence of automation.
  2. VPN usage: The account was flagged for possible VPN usage, despite Mensa denying this claim.

Key Accusations & Responses:

  • Claim 1: Expedition Timing Consistency: The support team claimed that Mensa‘s expeditions were sent at nearly the same time for several consecutive days, which they cited as unusual for manual play and indicative of bot usage. However, Mensa contested this, stating that personal logs did not reflect the precision timing described, suggesting that the logs had either been misinterpreted or inaccurately represented by support. The personal data gathered by Mensa indicated a more routine play pattern but did not exhibit the consistent precision suggested.
  • Claim 2: VPN Usage: While the support team flagged Mensa for VPN usage, the account holder denied using one, explaining that the flagged connection was a business connection. The vagueness of the support team’s response here compounded the frustration with how data was being interpreted.

The Investigation:

Upon being banned, Mensa requested access to the logs that had led to the sanction, invoking GDPR rights to access personal data. However, the support team refused to provide these logs, citing concerns around trade secrets and intellectual property. Despite Mensa requesting only personal data, the team claimed that releasing the logs could compromise the game’s security and involve data from other players.

Outcome:

Despite multiple requests for clarity and supporting data, the support team upheld the ban without providing any further evidence to substantiate their claims. This left Mensa in the dark regarding the actual reasoning behind the ban, deepening concerns over misinterpretation or misrepresentation of the logs.

Analysis:

The Mensa case highlighted significant issues with Gameforge’s transparency and data handling:

  • Lack of Data Transparency: The refusal to provide logs related to personal account activity created a barrier to understanding and challenging the ban.
  • Misinterpretation of Logs: The absence of clear and verifiable data suggested either an incorrect interpretation of the logs or an unwillingness to engage in a meaningful discussion about them.
  • Support System Failures: The case further illustrated how the support system often delays resolutions with vague and repetitive responses, making it difficult for players to challenge decisions effectively.

By Jillian

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