Hi,
I’m looking for help or visibility regarding a smurfing ban that I believe was issued by mistake. I have not received any response from FACEIT support since April 23 (Ticket #13108068).
I received a permanent ban, while my friend received a 30-day ban.
I only have one Steam account (since 2011) and one FACEIT account (since 2014) with over 3500 hours in CS.
The situation likely comes from me logging into my FACEIT account on my friend’s computer while helping him build and configure his PC. I only did this to check if FACEIT was working correctly, and I may have played 1–2 matches.
However, I want to clearly point out that all gameplay activity was done from my own home network/IP. Even when using a different computer, I was still connected to my own internet. My friend has also only ever played on his own home network/IP.
Our accounts have always been used from their respective consistent IP addresses — there was no mixing or sharing of accounts.
Neither of us has ever used any smurf or alternate accounts.
I understand this might look suspicious from an automated system perspective, but this is a misunderstanding.
I would really appreciate it if someone from FACEIT could review this case or help escalate the ticket.
Ticket 13108068
Thanks.