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Please Help: New Player: Banned for Unknown Reason after 2 Days of Playing [RESOLVED]

124

Comments

  • bliss14bliss14 eleva, WIPosts: 565Member
    Originally posted by botrytis
    Originally posted by Rytz

    Character's name on Sorrow was/is "Rhytz", which doesn't seem offensive or obscene in any way.  I can't imagine that being the issue.

    GW2 support accounts can be separate from main game accounts, so you can create a support account without having a GW2 game account (stranglely enough).  I had to do this to submit my first ticket.  My second support ticket was without being logged into any account (don't need an account to submit a ticket).

    In regards to purchase issues, I see the transaction listed in my bank statement:

    CHARGE.NCSOFT.COM ###### 79.99

    I would think they would have notified me by email or something if there was a billing problem.  There shouldn't be though.
     
    Last resort is to get a refund, which sucks cause I like the game.  Hopefully I don't have to resort to calling their dev office.  I'm not beyond it though.
     
    ... and to the person that said I need to quit playing games and get laid, I get mine.

    It is your name - read the naming rules. From A.Net

    We do not permit names that:

    • Have offensive racial, ethnic, or national connotations.
    • Include hate speech or bigoted slurs
    • Reference sexual acts or real life violence.
    • Are pornographic.
    • Make inappropriate references to human anatomy or bodily functions.
    • Reference illegal drugs or activities.
    • Reference religious or historical figures.
    • Reference real-life people.
    • Reference names of copyrighted or trademarked characters, materials, or products.
    • Use misspellings or alternative spellings of names that violate any of the above rules.
    Your name is a misspelling of Ritz - as in cracker and that is a trademarked name. If you didn't know that then plead ignorance and ask to rename your character. DONE

     

     

    Seems kind of flimsy though.  Rhytz = Ritz?  Phonetically maybe but still a little out there for a permaban.

    <div watermark"="">

    ArenaNet General Contact Information

    Mailing Address:

    ArenaNet, Inc.

    3180 139th Ave SE

    5th Floor

    Bellevue, WA 98005

    Guild Wars Support:

    http://support.guildwars.com

    Main Guild Wars support page.

    Community:

    community@arena.net

    General community contact.

    Website:

    webmaster@arena.net

    General website contact.

    Press:

    press@arena.net

    Press and other media inquiries.

     
  • VolkonVolkon Sterling, VAPosts: 3,788Member

    Rytz, they're not completely unreasonable as a company. If you can't get worked out what happened they'll give you a refund. Here's the refund information from their page, but it's worth (my opinion) trying to find out if there was a mistake made:

     

     

     

    How do I get a refund?

     

     

    We are happy to help with any kind of refund request you may have! For information on how to request a refund, please make a selection from the options below and follow the directions before contacting your bank. You should be able to complete the request and receive your refund directly from us.

    Game Refunds

    If you purchased Guild Wars 2 from http://buy.guildwars2.com and would like a refund, please do the following:

    1. Open the Ask a Question tab above.
    2. Select Refunds from the Issue Type drop-down menu.
    3. Enter a valid e-mail address and let us know in the Subject field that you would like a refund.
    4. In your submission, please provide the following:
      • Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase (if available).
      • The e-mail address you used when making the purchase. (if available).
      • Your billing zip code or postal code.
      • For transactions involving a credit/debit card, ONLY the last 4 digits of the credit/debit card used.
      • For transactions involving PayPal®, the invoice ID or transaction ID from your PayPal® payment history for the transaction.

    Note: The refund process includes permanent closure of the Guild Wars 2 account. If you wish to continue to play Guild Wars 2, or if you desire to play in the future, you will need to purchase a new serial code and create a completely new account. Characters, names, items, and other features from the refunded account cannot be transferred to a new or different account.

     

    Note the part in yellow... they flat out are giving people they've banned the ability to get a refund for the game and purchase a new one if those people wish to continue playing. I've never seen a company willing to say "OK, you broke our rules, we banned your account, but here's your money back so you can start over if you wish".  Use their support pages, find out the skinny, and if worse comes to worse you can get your money back.

     

    Edit: There have been people that have been "perma-banned" that got the account reopened and things cleared up. Work with them, they'll work with you, and good luck.

     
    Another edit... I know the part in yellow refers to the fact that the refunded account will be permanently closed, but you can get your money back and start fresh in a worst case scenario.

    Oderint, dum metuant.
    image

  • Four0SixFour0Six Missoula, MTPosts: 1,181Member Uncommon
    Originally posted by Robsolf
    Originally posted by rawfox

    My GW1 account was banned last year without giving a reason to me.

    To unban it, i had to send the GM

    - a picture fom my box

    - a picture from my codecard

    - a copy of my passport

    - a copy of my creditcard

    - a report on what exacly has happend

    - a reason why i think my account should be unbanned

    - ... i forgot the rest, there was more

     

    There is good games that i simple refuse to play because of the shitty company behind.

    Would Anet have handled my concern properly, i would own GW2 this day.

    Now, ill never own a game anymore were Anet is involved.

    So it is with Gala/gPot or that Face of Mankind people or whoever failed to handle my online being with the needed responsibility.

     

    Im not throwing valuable livetime into a project anymore, that could fell on my back after too mutch time.

    Hate to tell you this... but assuming you're speaking the truth, I'd bet money you fell for a phishing scam, and weren't in contact with NCSoft at all.  Support personnel would NEVER ask for that sort of info.

    As to the OP:  It's against the game's best interests to ban a player for no reason.  So if they banned you, odds are your account did something bad, whether you did it or not.  I'd change your pwd's on every account you have, if it were me.

     

     Bam +1 to logic

  • RednecksithRednecksith Madison heights, MIPosts: 1,238Member
    Originally posted by botrytis
    Originally posted by nbtscan
    Originally posted by Rytz
    In the tickets I submitted I provided as much information as I could.  My only other option was to post on public forums and social sites to get their attention.  A last resort would be to call their corporate office and get ugly.  Not something I really want to do but they aren't giving me much choice.  I at least want my money back.

    Worst case, you could always initiate a chargeback through your financial instituion if you can't get the ticket resolved and they won't willingly give you a refund.

    Personally I don't know if I'd want to continue playing a game where they ban first and ask questions later.  But I guess that's what you get with a non-subscription game.

    It is not a ban first - it is a case of not reading the rules before you play. I always read the EULA no matter how long it is.

     

    It also sound like the OP, does not speak English as his primary language (am I right here?), so one can ask A.Net to unlock if they allow to rename character.

     

    Rift has the same policy and WoW does to - so don't say it is becuase it is a non-sub game.

    It's not violating a naming policy! The name is perfectly valid. To say that Rhytz is infringing on the copyright of Ritz is absolutely ludicrous at best. That's like saying the name Shelly infringes upon the copyrights of Shell Gasoline.

    Furthermore copyright isn't just about a name, it's about context. Otherwise Ritz Crackers would be in a legal battle with the Ritz Carlton.

    I'm not even the drooling fanboy here, and I'm giving Anet more credit than you are. Amusing.

  • WoopinWoopin LeedsPosts: 1,038Member Uncommon
    Originally posted by Rytz
    Originally posted by botrytis
    Your name is a misspelling of Ritz - as in cracker and that is a trademarked name. If you didn't know that then plead ignorance and ask to rename your character. DONE

    That's a bit of a stretch, considering the spelling alterations.  The name is actually French.  It has nothing to do with crackers.

    Yeah they would not bann over Rhytz at all some people are overthinking this...

    image

  • RytzRytz Blah, ALPosts: 46Member

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    ------------------------------------------

    Response Via Email (Lindsay) 02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review

    ------------------------------------------

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
     
    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
       
     
     
  • TorvalTorval Oregon CountryPosts: 7,197Member Uncommon
    Originally posted by Woopin
    Originally posted by Rytz
    Originally posted by botrytis
    Your name is a misspelling of Ritz - as in cracker and that is a trademarked name. If you didn't know that then plead ignorance and ask to rename your character. DONE

    That's a bit of a stretch, considering the spelling alterations.  The name is actually French.  It has nothing to do with crackers.

    Yeah they would not bann over Rhytz at all some people are overthinking this...

    It can't be the name.  For one it's a common English word.  For another, there are several business that use that in their name, not just the cracker brand.

    Either he's not being honest (no way to say one way or another), someone did something bad on his account, or he got caught in a ban sweep for bots/sellers by accident.

    Contact them via the links/methods above.  They've always been reasonable with me.

  • VolkonVolkon Sterling, VAPosts: 3,788Member
    Originally posted by Rytz

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    ------------------------------------------

    Response Via Email (Lindsay) 02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review

    ------------------------------------------

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.

    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.

       
     

    Oooohhhh... I see. OK, so they're being overzealous at fighting potential fraud. Ugh... it's unfortunate that you're having to go through that, but at least they're erring on the side of caution rather than let people get screwed by ignoring a potential warning flag.

     

    It sounds like you're on track to get things rolling again, good luck!

    Oderint, dum metuant.
    image

  • cronius77cronius77 Fairfax, VAPosts: 1,347Member Uncommon
    Originally posted by Rytz

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    [quote=Response Via Email (Lindsay)]02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review[/quote]

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.

    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.

       
     

    anyone whos dealt with support for anet knows they are complete and utter idiots and the only ones taking their sides is these people on this site who just enjoy nothing but trolling. I would get a refund man just for the simple fact they need to stop banning everyone for stupid crap. People on this site accusing you of everything under the sun and accusing you of hacking and naming violations shows you how this games community is . Trust me its not over here to , you will get a bunch of posts still accusing you of being wrong. Im glad you got it all straight but I wouldnt explain a word to this company , if they want to ban you for having a different billing address when you could of moved and not chaged your cards etc , they do not deserve an answer from you I would speak with my wallet. This is just another example of idiotic crap from arenanet yet again.

  • TorvalTorval Oregon CountryPosts: 7,197Member Uncommon
    Originally posted by Volkon
    Originally posted by Rytz

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    ------------------------------------------

    Response Via Email (Lindsay) 02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review

    ------------------------------------------

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.

    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.

       
     

    Oooohhhh... I see. OK, so they're being overzealous at fighting potential fraud. Ugh... it's unfortunate that you're having to go through that, but at least they're erring on the side of caution rather than let people get screwed by ignoring a potential warning flag.

     

    It sounds like you're on track to get things rolling again, good luck!

    That's interesting.  My billing and home address are different, but they are in the same town.  Then again my account with Guild Wars and NCSoft Master account is pretty old.  Maybe they already sorted that out.

  • RytzRytz Blah, ALPosts: 46Member

    Wanted to add the subject line and email address they are using for other people so maybe they can force a faster response:

    Subject: Account Terminated after 2 Days [Incident: 130206-000289]
    From: "Guild Wars 2 Support" <support@guildwars2.com>

    If initiating a contact this way, you might have to put your incident number in the subject line at the end or it could be filtered out as spam.

  • ScalplessScalpless SnowballvillePosts: 1,395Member Uncommon
    Sounds like they still have trouble with fraud. They can be a bit overzealous when it comes to hunting hackers and preventing password theft, but then again, I guess it's better than being too soft. I wouldn't worry about your characters.
  • RefMinorRefMinor MyTownPosts: 3,452Member
    Originally posted by Rytz

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    ------------------------------------------

    Response Via Email (Lindsay) 02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review

    ------------------------------------------

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
     
    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
       
     
     

    I hope you get an apology from some of the posters in this thread.

  • botrytisbotrytis In Flux, MIPosts: 2,567Member
    Originally posted by Torvaldr
    Originally posted by Volkon
    Originally posted by Rytz

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    ------------------------------------------

    Response Via Email (Lindsay) 02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review

    ------------------------------------------

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.

    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.

       
     

    Oooohhhh... I see. OK, so they're being overzealous at fighting potential fraud. Ugh... it's unfortunate that you're having to go through that, but at least they're erring on the side of caution rather than let people get screwed by ignoring a potential warning flag.

     

    It sounds like you're on track to get things rolling again, good luck!

    That's interesting.  My billing and home address are different, but they are in the same town.  Then again my account with Guild Wars and NCSoft Master account is pretty old.  Maybe they already sorted that out.

    Those are different. GW2 is an A.Net account not NCSoft. If you get a GW2 account, they link the 2 and A.Net is in charge of your GW1 and GW2 account.

     

    I was just trying to help, pointing out the name. That is all - people whothough  I was stupid for suggesting so, at least I was trying to help him figure it out. What were you doing besides belittling someone?

    image

    "In 50 years, when I talk to my grandchildren about these days, I'll make sure to mention what an accomplished MMO player I was. They are going to be so proud ..."
    by Naqaj - 7/17/2013 MMORPG.com forum

  • RytzRytz Blah, ALPosts: 46Member
    Originally posted by Scalpless
    Sounds like they still have trouble with fraud. They can be a bit overzealous when it comes to hunting hackers and preventing password theft, but then again, I guess it's better than being too soft. I wouldn't worry about your characters.

    I don't mind the extra protection.  I applaud them for it.

    They are doing it backwards though.  I should have never gotten access to the game until they verified my identity.  Plus no communication was initiated to tell me about any kind of fraud protection or transaction trouble.  The way they put it out there made it sound like I was an outlaw of the game rules and EULA.

  • RytzRytz Blah, ALPosts: 46Member
    Originally posted by RefMinor

    I hope you get an apology from some of the posters in this thread.

    Hah - honestly I ignored most of the BS anyway.  I know how these types of forums go.

    Thanks to those who provided help and info.

  • VolkonVolkon Sterling, VAPosts: 3,788Member
    Originally posted by Rytz
    Originally posted by Scalpless
    Sounds like they still have trouble with fraud. They can be a bit overzealous when it comes to hunting hackers and preventing password theft, but then again, I guess it's better than being too soft. I wouldn't worry about your characters.

    I don't mind the extra protection.  I applaud them for it.

    They are doing it backwards though.  I should have never gotten access to the game until they verified my identity.  Plus no communication was initiated to tell me about any kind of fraud protection or transaction trouble.  The way they put it out there made it sound like I was an outlaw of the game rules and EULA.

    I agree with you there. It may be useful to mention that to them during your communications, they may actually listen.

    Oderint, dum metuant.
    image

  • botrytisbotrytis In Flux, MIPosts: 2,567Member
    I am happy this worked out for you - GL!

    image

    "In 50 years, when I talk to my grandchildren about these days, I'll make sure to mention what an accomplished MMO player I was. They are going to be so proud ..."
    by Naqaj - 7/17/2013 MMORPG.com forum

  • RytzRytz Blah, ALPosts: 46Member
    Originally posted by botrytis
    I am happy this worked out for you - GL!

    Well, nothing is really fixed yet, but a response is a start.

    We'll see how it goes. I'll report updates here.

  • cronius77cronius77 Fairfax, VAPosts: 1,347Member Uncommon
    Originally posted by Rytz
    Originally posted by botrytis
    I am happy this worked out for you - GL!

    Well, nothing is really fixed yet, but a response is a start.

    We'll see how it goes. I'll report updates here.

    my buddy had a issue with being accused of abusingthe chat or something , he just threatened for a refund and he got back into game pretty fast. If all else fails give it a try it might help.

  • VolkonVolkon Sterling, VAPosts: 3,788Member
    Originally posted by cronius77
    Originally posted by Rytz
    Originally posted by botrytis
    I am happy this worked out for you - GL!

    Well, nothing is really fixed yet, but a response is a start.

    We'll see how it goes. I'll report updates here.

    my buddy had a issue with being accused of abusingthe chat or something , he just threatened for a refund and he got back into game pretty fast. If all else fails give it a try it might help.

    I'd save a more "hostile" approach for last however, but that's me personally.

    Oderint, dum metuant.
    image

  • QuizzicalQuizzical Posts: 14,773Member Uncommon
    Originally posted by Volkon
    Originally posted by simmihi

    To get banned without a word, i can only imagine that the payment did not get through, or was made using a fake/stolen credit card. Most, if not all companies permaban for things like this (chargebacks included). Might have been a payment error.

    That's a really good point. We'll definitely need to see the alleged list of reasons.

    It could be a simple case of the payment not going through.  Two days after the purchase is about the right timing for that.  ArenaNet's strategy seems to be to give you immediate credit when you buy something, and then ban you if the credit card company rejects the payment.  When I bought the game, my credit card company immediately flagged the purchase as potentially fraudulent, and I had to talk to them on the phone and tell them that I really did authorize it before they would let it go through.

    If that's the case, then ArenaNet will unban you when they get paid.

  • MardukkMardukk Posts: 1,556Member Uncommon
    Originally posted by RefMinor
    Originally posted by Rytz

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    ------------------------------------------

    Response Via Email (Lindsay) 02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review

    ------------------------------------------

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
     
    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
       
     
     

    I hope you get an apology from some of the posters in this thread.

    No kidding...some people in this thread have been way off base attacking OP.  You would think OP went around kicking people's dogs, based on some the responses he got lol.

  • eric_w66eric_w66 North Richland Hills, TXPosts: 1,006Member
    Originally posted by Rytz

    Well, I'm glad to say I got a support response.  I'm blown away by the reason (if this is it) for the ban.  Talk about a misleading ban error message. See below:

    ------------------------------------------

    Response Via Email (Lindsay) 02/06/2013 12:13 PM

    Hello X,

    Thank you for providing that information.

    In reviewing your account I see that your contact location does not match your billing information. Can you provide a reason for this difference?

    Thank you,
    Lindsay
    NCsoft Payment Review

    ------------------------------------------

    There's a reason why you have an option for shipping and billing addresses when you buy stuff using credit cards.

    If they have problems with fraud purchases then they should do some kind of confirmation before completing the purchase.  And they should definitely send an email stating there was a problem with the payment resulting in the ban.  No communication with me was ever initiated - I've had to seek them out and get an explanation.  Communication on their end would have eliminated all of my confusion from the start.
     
    Responded with my frustrations and asked the status of my account and chars (deleted or not).  Waiting to hear back.
       
     
     

    As a person who works in credit card processing, this reason makes plenty of sense.

     

    "Credit Card Fraud"

     

    When billing address isn't the same as contact address, the rates of fraud skyrocket, and there's a VERY good chance that the real owner of the CC will shut down the account (if it is fraud), so A.net will be out the money. So rather than let you play for free, they shut you down.

     

    NOW, the interesting part is that it let you create the account in the first place. (They typically ask that question during the check out process for a reason).

  • ScalplessScalpless SnowballvillePosts: 1,395Member Uncommon
    Originally posted by Volkon
    Originally posted by Rytz
    Originally posted by Scalpless
    Sounds like they still have trouble with fraud. They can be a bit overzealous when it comes to hunting hackers and preventing password theft, but then again, I guess it's better than being too soft. I wouldn't worry about your characters.

    I don't mind the extra protection.  I applaud them for it.

    They are doing it backwards though.  I should have never gotten access to the game until they verified my identity.  Plus no communication was initiated to tell me about any kind of fraud protection or transaction trouble.  The way they put it out there made it sound like I was an outlaw of the game rules and EULA.

    I agree with you there. It may be useful to mention that to them during your communications, they may actually listen.

    I agree, too. Besides, I highly doubt having a contact location that's different from your billing location is a breach of Rules of Conduct or User Agreement.

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