#Ban evader is back for the 3rd time, support closing tickets, the mute button resets on relog.

22 messages · Page 1 of 1 (latest)

spring citrus
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Hi everyone,
about 2 years ago, a player was permanently banned from the in-game chat for offensive behavior. Instead of accepting it, he created a fake character, built a fake guild filled with AFK accounts, and started spamming global chat with 5+ messages at a time until he got banned again.
Now he's back for the third time: new character, new fake guild, same spam behavior.
2 years, multiple bans, zero results: our moderation tools urgently need to improve.
Fake guilds directly damage Kabam's interests: new players who find inactive guilds are discouraged from engaging, and far less likely to invest money or make app purchases. Every fake guild ignored is a missed monetization opportunity.
The real problem: no tools to protect ourselves.
The mute function resets every time you relog, making it completely useless against a persistent spammer. All responsibility falls on the developers to moderate.

Support is not helping:
Multiple tickets submitted with screenshots and timestamps: this morning my latest was closed without any response. When support does reply, it's always the same copy-pasted message: "forwarded to the appropriate team." No follow-up, no case number. Players deserve better.

What we really need:
A permanent per-account block that doesn't reset on relog;
Fast-tracked reviews for ban evasion cases;
Support that actually responds to documented reports.

Please, Italian community is collapsing because of this Player toxic behavior and we can't do nothing to defend ourselves.
Thanks!

quiet obsidian
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"Player support is not helping" suggests to me that the support team keeps reviewing what we're sent and not seeing anything actionable therein. If you could give me a sample ticket number, I'd be happy to take a look for you. But if you say someone should be banned, and we look at what was reported and there's nothing ban-worthy in there, "no action is taken" is the correct/expected response from the team.

spring citrus
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Thank you so much for stepping in, this is exactly the kind of response I was hoping for.
I completely understand that "no action taken" can mean the reported content didn't meet the threshold for a ban. My concern, however, goes beyond a single message: the issue is the pattern of behavior over time, ban evasion, fake guild creation, and repeated spam, rather than any individual message that might seem harmless in isolation.
Here is a conversation ID ticket I can share with you, closed today without any response: #416575. I have many others ID ticket if necessary. I attached many screenshots on it, describing the situation is going on.
I would also really appreciate if you could look into whether this account is linked to a previously permanently banned one, because that is the core of the issue. This player was originally hit with a permanent chat ban for offensive behavior. A permanent ban should mean exactly that: permanent. Creating a new account to bypass it is not just a rule violation, it's a deliberate and repeated act of defiance toward the moderation system itself, plus really, really toxic for global chat and the community. He's playing with his main and at the same time he log with another account to spam with fake account about a fake guild.
This is also why, in my original post, I proposed implementing a permanent per-account block feature for players, not just a temporary mute that resets on relog. If the moderation team is stretched about ban-worthy material, giving players themselves the ability to permanently block disruptive accounts would act as a first line of defense, reducing the burden on support while keeping the chat experience healthy for everyone.
Thank you so much ❤️

quiet obsidian
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Thank you so much for stepping in, this is exactly the kind of response I was hoping for.

You're welcome, and I'm glad to help!

My concern, however, goes beyond a single message: the issue is the pattern of behavior over time, ban evasion, fake guild creation, and repeated spam, rather than any individual message that might seem harmless in isolation.

Luckily, that's exactly what the team looks at when we get a report. We don't just go off of whatever is presented in the ticket - we look at an account's entire report history. However, it seems the team didn't find anything actionable in the entirety of that report history.

Here is a conversation ID ticket I can share with you, closed today without any response: #416575

Thanks! Looking at it, it seems like you've filed a lot of tickets (we've got one closed today, one closed yesterday, one closed 2d ago, then 5d, then 7d, then 10d...) I can't say for sure as I wasn't the one to close it, but I have to assume the no-response closure is due to that at this point. That's very spammy.

I would also really appreciate if you could look into whether this account is linked to a previously permanently banned one, because that is the core of the issue

It does seem like these have been treated primarily as chat reports - I'll make sure the backend team takes a look to sweep for any evidence of multi-accounting or ban evasion.

spring citrus
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Thank you!
I completely understand the concern about the volume of tickets. I'll be honest: I didn't realize that filing multiple reports could be counterproductive and flag my account as spammy to the support system. I was simply trying to make sure the issue wasn't being overlooked, but I can see now how that backfired. I won't repeat that mistake ❤️
I also want to share something personal, because I think it matters: I've been playing Shop Titans for 6 years. This game has been a big part of my daily routine, and I genuinely love it. But playing in a toxic environment where a permanently banned player can keep coming back without consequences makes it really hard to feel at peace while playing. After 6 years, it would be a real shame to walk away from something I've invested so much time and passion (and money😁 ) in, not because of the game itself, but because of one person whose permanent ban clearly didn't stick.
This is also why I want to reiterate my proposal: players should have the ability to permanently mute other players, not just a temporary mute that resets on every relog. A persistent,player mute list that players can manage themselves would be a game changer. It would give us a real tool to protect our own experience without having to rely entirely on the support team for every single case.
I'm really glad to hear the backend team will look into the multi-accounting and ban evasion angle specifically. That's the heart of the matter, and I trust you'll find what's needed there. Thank you ❤️

stoic root
quiet obsidian
# stoic root How does support respond to tickets like this? Do we get a "We found nothing act...

You don't get a response, no. When you file the ticket, we assure you that we'll investigate and take it from there, and the ticket is closed. It would be far too time-intensive to offer individualized follow-ups on every chat report with the findings thereof, to say nothing of all the debate it would inspire if our findings/actions don't line up 1-to-1 with what the individual reporter was hoping for.

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In short, there's nothing gained with individualized follow-ups, but the opportunity cost is absolutely massive

stoic root
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Any chance we can get a note in the report page that support's response on chat reports is not to be expected? I think that would be helpful for everyone, staff and players.

spring citrus
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I believe that, beyond any potential ticket status update system (which could be interesting but I agree might be too energy-intensive to implement) the most impactful and immediate solution would be to give players the ability to permanently mute disruptive accounts on their own.
A player-managed perma mute list would serve two purposes at once: it would allow each of us to protect our own gameplay experience autonomously, without having to rely on support for every single toxic encounter, and at the same time it would significantly reduce the volume of reports and tickets that the support team has to deal with daily.
I'm confident that a feature like this would result in a noticeably quieter, healthier chat environment — and a much lighter workload for the support team as well. It's a win for players, and a win for Kabam. I genuinely hope this can be considered as a priority going forward. Looking through these threads, I've noticed there are already several posts requesting the same feature. Shop Titans already has a mute function. All it would take is upgrading it, adding a simple managed mute list where players can see who they've muted and optionally unmute them later. This wouldn't be building something from scratch; it would be enhancing something that already exists.

quiet obsidian
# stoic root Any chance we can get a note in the report page that support's response on chat ...

Should already be, at least for cheating reports. This is the template for that, which I feel is pretty clear in setting expectations:

Thanks for the report! We'll get to work investigating it right away!

Please note that per our policies, we won't be able to share the results of the investigation with you - rest assured that we take cheating accusations very seriously, though, and the appropriate actions will be taken.

That's for cheating though, not just general poor conduct. I can certainly get that adapted into a more broad message for generalized chat reports as well.

stoic root
spring citrus
# quiet obsidian Should already be, at least for cheating reports. This is the template for that,...

That's a fair point, but what your team considers "actionable" may not always align with what individual players experience as toxic. Toxicity is subjective by nature; a message that doesn't cross your moderation threshold might still make another player feel uncomfortable or unwilling to engage in chat.
This is precisely why a player-managed permanent mute list would be so valuable: it wouldn't rely on anyone else's definition of toxic. Each player could set their own tolerance level autonomously, without needing to file a ticket or wait for a judgment call from support. Ps. I really appreciate you looking into that, thank you 🙏

quiet obsidian
stoic root
quiet obsidian
quiet obsidian
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Additionally, drop-downs there would make no difference - it'd still go to the same agents, and they'd still get the exact same information from reading the ticket either way

spring citrus
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Right now it's effectively Kabam who is deciding my personal tolerance threshold, not me. What your team considers "actionable" and what I experience as toxic are not always the same thing.
I love this game, but after two years of this I'm approaching a point of no return. Modern multiplayer games let players define their own boundaries, Shop Titans should too. ❤️
A permanent mute list would solve this simply: no tickets, no judgment calls, just each player deciding for themselves. 🙏

stoic root
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Ah, so the first email we get is from an agent straight up. In any case, a dropdown "Reason..." or purpose of inquiry would help imo then you can set up notes to appear depending on what was selected. Can even automate the first email. But thanks for letting us know through here about how chat reports go. Wouldn't know otherwise.

quiet obsidian
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Sadly that's not how the system works at a fundamental level. That's how it works in-game with the Contact Us button on mobile, but the web client isn't as feature-rich as the in-game integration

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And that's a software service limitation (Helpshift) not an "us" thing.