Chess.com has changed significantly. Many of the games I engage in are against cheaters, which I realize when I receive point refunds days after losing those matches. Additionally, some players they identify as cheaters aren't even guilty! They rarely acknowledge false positives, and I unfortunately experienced this myself. I genuinely thought the complaints I read online were exaggerated until it happened to me. Recently, I played a few games and was unjustly banned for "violating fair play rules." I’m puzzled by how they detect these violations, especially since my games had around 75% accuracy, including two I lost due to blunders (who hasn’t made mistakes?). My account was shut down right after a match against a friend, and I was taken aback. I submitted an appeal, which was denied. When I reached out to the support team, they informed me of my ban for "violating Fair Play Rules," but couldn’t specify which rule. I’ve never used any software or attempted to cheat, yet I’m facing this ban! If the platform cannot explain why I was banned, how can I be assured that a similar false positive won’t happen again? This has been a very frustrating ordeal for me, as they haven’t allowed me to clarify my situation and have been firm about my account closure for a reason I don’t even understand. What’s most disappointing is that I paid for an annual "Premium" subscription to improve my skills and utilize their analysis feature post-game. It’s disheartening that a year of progress has been lost due to their mistake. In summary, here’s what transpired:
1) Wrongfully banned a paying customer for a supposed fair play violation.
2) Rejected my appeal without providing a reason, failing to consider my side.
3) Offered to transfer my subscription to a new account, without a real solution, leaving me uncertain of future issues (in compliance with Consumer Protection Laws) - merely doing the bare minimum and not acknowledging their error. That’s certainly one way to lose a customer! I’m heading to competitor platforms now.
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