January Update – Reflecting on the Journey So Far
- Ongoing GDPR Concerns:
- Continued back-and-forth with Gameforge regarding the lack of transparency in data access and their reasoning behind decisions like the support ban and account suspension.
- Escalations to external authorities, including the ECC and German Data Protection Authority, are still in progress, with limited responses from Gameforge.
- Support System Challenges:
- Support access reinstated silently at one point but later revoked again without notice or explanation.
- Ongoing struggles to obtain clarity on the reasons behind the support bans.
- Forum & Community Management Issues:
- Highlighted recurring issues with communication, transparency, and respect in community management interactions.
- Escalations to higher levels of Gameforge leadership have seen limited or dismissive responses, further compounding frustrations.
- Personal Reflection:
- Sharing experiences has been met with mixed responses—while some players have reached out in solidarity, Gameforge has maintained a stance of minimal accountability.
- The process has revealed significant gaps in how companies handle consumer rights, feedback, and disputes.
- Looking Ahead:
- Plans to push further for transparency and fairness, using every available channel.
- Exploring potential legal options if existing mediation efforts do not lead to resolutions.
Expanded GDPR Concerns
One of the core ongoing issues has been the lack of transparency regarding my data and decisions affecting my accounts, in direct conflict with the principles of the General Data Protection Regulation (GDPR). Here’s an overview of the steps taken and the responses received:
- Steps Taken:
- Initiated several Data Subject Access Requests (DSARs) under Article 15 GDPR to obtain a clear view of the data Gameforge holds and the reasoning behind my account bans and support system restrictions.
- Reached out to Gameforge’s privacy team, specifically engaging with a member of their Group Privacy Team, to clarify decisions and request further data.
- Submitted complaints to external organizations, including the European Consumer Centre (ECC) and the Landesbeauftragter für Datenschutz und Informationsfreiheit Baden-Württemberg (German Data Protection Authority).
- Responses Received:
- Gameforge provided minimal data, arguing that detailed ban notes and logs are considered “trade secrets” and that disclosing them would compromise their systems.
- The ECC attempted mediation, but Gameforge refused to participate, citing reasons that effectively ended the possibility of resolution through that channel.
- The German DPA responded to my complaint but suggested that the matter could only be resolved in court, as the issue involves weighing my rights as a user against Gameforge’s stated “trade secret” concerns.
- Key Concerns:
- Gameforge’s refusal to engage in mediation with the ECC highlights a broader issue of accountability and their unwillingness to collaborate on consumer disputes.
- Their reliance on “trade secrets” as a blanket justification to deny transparency appears to sidestep GDPR’s intent, which prioritizes fairness and user rights over vague corporate protections.
The lack of clarity and transparency in their responses has left me in a position where pursuing legal action seems to be the only way forward. This unwillingness to engage constructively has been a frustrating reminder of how companies can manipulate vague legal concepts like “trade secrets” to shield themselves from accountability under GDPR.
Closing Note
Gameforge’s handling of these GDPR-related concerns sets an alarmingly high and unrealistic bar for the average user. By refusing to provide transparency under the guise of “trade secrets” and avoiding participation in mediation through entities like the ECC, they effectively force users into prolonged and complicated disputes. Most players simply do not have the time, resources, or legal knowledge to navigate these hurdles, leaving them with no real recourse.
As of today, it has been 159 days since the original ban on my Indus account. In that time, I’ve had to navigate countless tickets, emails, and external complaints just to get to where I am now—still without a clear resolution. This timeline demonstrates how tedious and drawn-out this process can be, making it virtually impossible for the average player to advocate for their rights.
This approach not only erodes trust but also creates an environment where accountability is nearly impossible. Transparency and fairness should be the standard, not a privilege for those who can fight long and hard enough to demand it. As it stands, Gameforge’s actions send a clear message: resolving disputes is intentionally difficult, deterring most users from pursuing their rights.
It’s a stark reminder of the importance of advocating for better consumer protections and holding companies accountable for fair and transparent practices. The fight for transparency isn’t just about one account—it’s about ensuring fair treatment for all players.