Jagex
reviews and complaints

I am writing as a concerned parent.

As I understand, my son had written a letter to you dated 5th February 2023, regarding access to his game account, with no response. While I don’t fully understand the situation, I do know he has done something he shouldn’t have. Using something called a ‘client’ when informed about it from another player. He had been using this for a small amount of time, then shortly after got blocked from his game account.

My son is diagnosed with Autism and struggles with day to day life. Managing his emotions and anxiety comes as a challenge and is very different from how others would manage theirs.

I am worried about his mental health and current stability, and how blocking him access to play his game is affecting him.

He hyper focuses on things and obsesses when something bad happens which he can’t resolve, this is part of his Autism.

The game has been an enormous part of his life since a young age, playing on many different characters and versions of the game. He has played for a very long time and it has always provided him comfort when struggling, immensely helping him in terms of reducing anxiety, changing focus and relaxing.

He struggles in the outside world, doesn’t have any real friends and isn’t confident in the ways others are. This game has provided him with a way to make friends, talk and interact with others and play the game together.

From what I understand, the game community is very positive and friendly, as where the friends he had made and spoke to on a daily basis when he could.

The last few months I have been increasingly concerned, he has a new job and I worry about the stability of it. He has become disengaged and has a lack of interest for most things. Continually talking about the situation with his game account. He has become, for lack of a better word, depressed.

He says he had acquired a lot of rare items from ‘raiding’, obtained rare ‘pets’ and made relations with people he (and myself) never thought he would.

He has been blocked for a year now, which has taken its toll. I think this is a substantial amount of time as a form of punishment, in which I can ensure you he has learnt his lesson.

As such, I would hope we could resolve or come to some agreement in which he can play his game account again and get back in touch with his friends.

I can personally guarantee he will not do this again, I cannot express the number of times he has said how much he regrets it and how stupid he was. Not to mention putting myself through all this stress and worry.

Please show a little empathy and give him a final chance. This means so much to him, and myself. I know from researching, players have been given a 'last chance' to prove themselves and show they can adhere to the rules.

Regarding this case in where my main/skiller was banned for real world trading which is completely false. It's hard to appeal this ban since I get no option, i've tried reddit sadly they dont allow anymore, I tried twitter which provides automatic bot replies and don't get me in touch with an anticheat specialist who can unban and see the mistake..

My account was falsely banned for macroing while using Hot Spot Sheild VPN. When I first got temp banned, I didn't realize it was from using HotSpot Shield VPN, until I read on reddit that Jagex bans people who use the same IP as actual botters while using VPNs such as HotSpot Sheild. I was actually killing pkers in the rev caves before I got banned and decided to log out to take a break and couldn't log back in because I was falsely banned. I've had this account for 18 years, theres no way I would bot to jeopardize the amount of hours I dedicated and invested into this account. Lastly, my appeal got denied after explaining that I was using HotSpot Shield VPN, which according to osrs players and reddit, is a known VPN that botters use because its free and at the time of my ban, I wasn't aware of that or else I wouldn't of ever used it. Please look into this! RSN: Thuggish

https://gyazo.com/ea7cdf786dc6fd09cc0126410845f002

https://gyazo.com/3654210ec870761864a5e193a8991abf

Earlier today I fell victim to a scam and they took 75m worth of items from me. The accounts of the scammers are called "v gf" and "ace of clubs". They have taken hours and hours worth of grind and effort. It's made me lose so much faith in the players and I just want it sorted. I'm not asking for extra. I just want what I had.

My account is "MumsBraveBoy"

Wayne Harrison - 72-80 Mackenzie Avenue, Riverbend Queensland Australia

Phone: [protected]

Email: [protected]@outlook.com

Email on Jagex file: [protected]@wt-harrison.com

Game name: wino10

Steam account: wino1010

I am appealing a lock on my account for suspicious activity. I am and have always been the original owner of this account. I have had and used this account nearly daily for the last 17 or 18 years since it was created. I have a paid membership (not free to play account). I have been playing normally until a few days ago when I woke up and got the message through steam that my account was locked due to suspicious activity. I tried to recover the account however I have changed my email address and not updated it. All otther information remains the same. I have tried on several different occasions to have them change the email address to my new address, providing them with IP information for the log in (and the same IP address is used for 90% of the log ins on the account (only ever changes if I am away on holidays and use the laptop), but generally through my home computer. I have lived at this address for over 10 years and the previous address for 10 years. I have provided details of my wifes account which is also at this address and stated that often use the same credit card to pay for memberships. All recovery questions have been answered. I have provided them with my telephone number which is associated with the account. I have offered to provide them with billing addresses for the credit card used to this account.

Whilst the information may be slightly out (as I said difficult to remember the act month an account was credited 20 years ago), this information would be close if not perfect. I have offered to provide steam information which is the platform I usually log in via.

I am extremely disappointed that I seem to just get appeal denied and a list of the same questions asked again with no act further information. If there was a possible person I could speak to, I am sure this situation could be resolved quickly. Is the suspicious activity because I just went on a Royal Carribean cruise ship and used their internet onboard to play, was it that I used my account on my laptop on the Gold Coast the week prior to the cruise.

Any assistance that you could provide would be greatly appreciated.

good evening, I want to make a claim.. I was banned on November 23, 2022.. my rsn: v-herald this ban was unfair because I never made any kind of mistake in the game.. I have been knowing the rules for more than 4 years and it seems silly to me that they ban me without any reasonable reason .. my bank was 2.54b and all the gp was achieved with effort in the game .. please I need an urgent response from your staff since I exhausted the means by twitter.

I hope you please take my claim into account. Enough of the xenophobia.

att. V-Herald

I'm a player for going on 15 years and have never had an issue with Jagex support in terms of warnings/bans. No previous warnings or bans on my main account, or my alts. Recently while playing I was kicked to the login screen only to see that my account was flagged for disciplinary action. Upon checking my account I saw I had received a permanent ban for botting (Major) despite only using RuneLite which is supported directly by Jagex. The only other thing I could think of is that I was using a VPN which is important for my work in the medical field. Of course, I think it is a faulty ban and submit an appeal. In the meantime, I create a brand new account to pass the time. I also reach out to JagexSupport on Twitter to see if there is any explanation. After receiving no reply from support, I get an appeal denial in around 4 days. My new account I played for about 2 hours before logging off, only to find it is perma-banned for macroing (major) after just 2 hours of me playing in the starting area. Now I KNOW something is wrong. Continue to try reaching out to support, and the only reply I am able to get is telling me to submit a ban appeal, and that if the appeal is denied there is nothing that can be done. The same message appears on other users' tweets and appears to be a copy/paste with a random team member's name at the end of the message to make it feel personalized. Even if I were using macros on a new account, I don't understand how 2 hours of gameplay could justify a permanent ban. That being said, not using macros and getting banned with no explanation is definitely poor management of anti-cheat software. I am aware that people that cheat will always claim they did not, which takes away from those who have actually falsely lost their accounts, however, Jagex clearly does not take the time to speak to their community to figure out who is lying and who isn't. 0/10

Please reconsider the ban length for OSRS account ‘Sez 69’

A permanent ban has been put in place by moderators for the outcome ‘permanently banned’

This is the first offence for macro/botting. The account is mine, I have never botted on it and have never known what macros are.

After seeking advice it appears I may have used disallowed plugins from the runelite client plugins hub. I was under the belief that all the plugins are allowed however after discussions and research it appears the plug inns from the Hub are not always approved by jagex. Although it states to use at own risk, I believed there was no risks.

With this being said I believe I may have broken rules without knowing and without the intentions.

None of the plugins I used gave me any sort of progression in the game. The plugin I believe may have triggered this was called ‘blackout’ which did nothing but made everything black apart from your character. I did this for abit of fun whilst grinding laps at ardougne, it did nothing to help in game but I was just playing around. This was the last plugin I downloaded I believe it may of contained something harmful to my PC, I have since factory restored my computer and intend on using runelite in the future with only default plugins which are approved by jagex.

These pluginns were active when I played on 3 other accounts, non of which affected by a ban.

A permanent ban for the above seems extreme.

With that being said I request the ban length of this offence be reduced from permanent to 2 days or 2 weeks, I have already served 5 weeks of the ban and hope to get my account back.

Apart from a couple of mutes I am a very well behaved player and loyal to my account. I report in game bugs, bots and other players for braking rules, I am a good person who has been penalised massively for a small mistakes.

I have extreme mental health problems and have been on suicide watch, when I found I was banned I went off the rails and was helpless, this game is my only distraction from real life and as per jagex website they have a ‘duty of care’ for players. However when I have tried to communicate I am responded to generically with useless copy and paste responses, including 1 moderator stating ‘despite your assurances you have your answer’ (clear failure to investigate and show compassion to vulnerable individuals) the negative emotional spike from this comment made me feel hopeless.

I will continue to explore all avenues of Communications until I receive an explanation from a person willing to investigate.

Kind regards

Sez 69

So, I made a new account one year ago. I'd played for years back in high school and my brothers wanted to get back into it. I was playing a little during my lunch breaks. Around the beginning of the month, I find out I was banned for using a 3rd party program on the game. I've never used one in all my time playing this game. I tried to get it appealed but I was denied. I'm mostly just surprised that their program to track offenses like that can't tell the difference between a real player or a program. Username: Neskreudn

I've made the mistake of choosing the wrong dialogue option in a quest in Runescape, I asked customer support if anything can be done to change it.

The first response sends a wiki page without reading my question at all.

The second response was a response made by mod yeab, still not answering my question and even ridiculing me instead.

This shows a clear lack of professionalism and lack of care for customers.

My account, Axelgreens, was stolen apparently. They didn't even bother to change the password. It started with me getting an email about the account's email being changed to [protected]@yahoo.com (it was in the Junk folder), an authenticator being put on it, and me being utterly locked out when I went to investigate. I've attempted to perform a recovery, but when I provide what information that I could recall from over a decade ago, the recovery is denied. As I've mentioned, I have no access to email that it was apparently changed to, and have no authenticator. The support page is so poorly put together, the bot is useless, and there is no real way to ensure that any information that I may have had on the account is not somehow exploited.

I made a new account for the express purpose of playing fresh start worlds. About 10minutes into playing I was kicked off the server only to later find out I had been banned for “Macro Major” which is effectively using computer software to play the game for you. I have never used any macroing software and was in fact playing on the mobile app. despite this I was permanently banned for an offence I did not commit. I had paid an £8.99 membership the same day only to be banned for no reason whatsoever.

I naturally made an appeal to the ban but have just found out that that appeal has been denied and that all decisions are final.

I have not used any 3rd party software to play the game for me and never have.

Because of the nature of the offence I have not been provided with any evidence for the reasoning behind my ban which I entirely understand is for game integrity.

I urge Jagex support to review their decision and hopefully realise that I have not broken any game rules.

My account was stolen last year without my knowledge and banned for macroing or something. I attempted to appeal the ban on the basis of not in control of my account. The appeal was denied without any reasoning. Even though it should be entirely obvious that the account was stolen with an authenticator placed onto the account which was not done by me. The customer support with this company is abysmal. The account was also banned with no email notification and is the reason this went un-noticed.

I got scammed big time. If I can get it back, great, if not, my stupidity. But his name was luissman10 but is now Chosha. He scammed me out of over 300M today. Then he sent me a msg advertising his business of scamming people of their items and selling them or selling the gp. Here's what he wrote

"We are SCB, Scam City [censored].(500 + members) We run most the dice bots in RS, the lures, the phishing, the bug abusing & scams. Basically, we are the biggest underground RS clan.

Workers make around 400-700m per day (depending on the loot we get of course.)

Once you join us I will provide you with a worker account so you can participate in all stuff we do and you can still play on your main account this way also you don't risk getting banned/muted on your main account (not required but only if you want.)

The splits are after each scam and are fair splits between the host and the workers. So you'll start making money straight away.

I personally don't play RuneScape, I just sell the gold we make, but of course we chill & have fun too 💯

Any questions?"

His name was luissman10 and Chosha

Use are [censored]ed in the head use wanna [censored]ing rob me huh! I brought [censored]ing bond with rs money ya [censored]ing dogs wtf are you doing taking my [censored]ing real life [censored]ing for that was my last money for food for my [censored]ing dog use [censored]ing idiots I buy my bonds with rs gold why the [censored] are use charging me money in real life use [censored]ing scamming maggots use pay my [censored]ing money back or ill expose your hole [censored]ing company

after 2 years of being banned for using a auto clicker once i was able to appeal my ban. the message went on to say that everyone makes mistakes and deserves a second chance and what not. so i appeal the ban and after waiting nearly a week it got denied without even telling me why my appeal was denied and what was the reason for letting me appeal the ban

This first happened on 09 Feb 2014. I was playing OSRS when I made a very dark joke to satirise people saying “buying gf” in-game (i.e. a common refrain that people use to advertise that they are willing to pay female player characters to act as their in-game girlfriend).

A player mod saw me and temporarily muted me and I think pointed me to the rules, which mentioned that kids play this game (on the section on foul language). When I appealed, saying that it was a first time offence and I won't do this again, and that I'll remain more aware in future that kids play this game, a Jagex mod changed it into a permanent mute (at the time, playing Old School still required paid membership but had also been out for about a year, so I kinda just assumed most of the people playing were people that were people old enough to have a card to pay with and who preferred the Old School version due to having grown up playing that).

To this day, it's impossible to appeal, since you can only do so once, and I'm literally still paying for a mistake I made when I was an edgy 19 year old (8 years ago and a bit). JaGeX customer support is absolute garbage. I stopped paying for membership from that day forth (apart from a time when someone hacked my account and paid for membership with in-game currency that I'd worked hard to accumulate, which pissed me off).

Username is Xenox Xrin.

Purchased Sunday in the amount of 23.99

They tried to do it again for 39.99

I was plauying runescape on my account and some guy private message me saying go on youtube and type in his channel and click the link witch lead to you runescape forms and put my runescape name in for 350m as he claimes he ois quitting and even states in the youtube video how ever I put my runescpae name in witch is pro noob x1 and my bank accound has now been hacked taking multipul payments of 67.80 out of my bank and they are trying to take more but there is nothing left in my account they have already hit my overdraft limit and my account on runescape has nothing left on it also thats not the bit problem its an issue as I have spent alot of time on the game but the bigger issue is my atual money in my bank they have taken from your form

Jagex has awful customer support, and I cancelled my subscription because of it. They perm muted my account a few years ago and they still didn't tell me what I did wrong to deserve a permanent mute, perhaps because I actually didn't, and I have proof of it.

Apparently it's supposed to say why in the "Account History" page, but all it says is "Manual Permanent Mute". I clicked on it to "review the evidence", all it says is "We have sent you an inbox message to your message centre explaining this permanent mute.". I checked the message center, but no message about my mute is there, nor in my email.

They denied my appeal, still didn't tell me why, and I couldn't even email them to dispute it if they did tell me why because they don't let people email them UNLESS there's a payment problem. Goes to show where their priorities are.

If you go on reddit on 2007scape and look up 'perm muted for this', there's a comment by ModMatK saying they're "tempted to perm mute his account anyway" for something that happened on reddit and what is an at most pretty minor offence. A clear example that power abuse most definitely happens behind the scenes.

On Glassdoor, the player support salary is around 20,000 euros annually, clearly they don't work here for the money. If Jagex wasn't so cheap, they could hire a better CS team.