Cases that will not be suspended

In the following cases, the responsibility to be mindful lies entirely with the player; such cases will not be pursued or punished by moderators:

- Trade Scam
- Duel Scam
- Level-Service Scam
- Cross-Server Trades
- fCoin Trade Scam
- Guild Bank Robbery

Handling of inappropriate names

I. Process for handling inappropriate names

A. Affected can be the following aspects:

- Character names
- Guild names
- Pet names

B. Names can be considered as inappropriate if they have the context to the following topics:

- Sexual reference
- Insulting
- Relation to drugs
- Socially problematic topics in general
- Faking the name of another player with negative intentions

II. How to handle inappropriate names

Before, characters/guilds / pets with inappropriate names resulted in a freeze with the request to change the name at the expense of the player.

This procedure has been changed due to the very cumbersome process of applying and removing the freeze and the process within.

The Excel sheet for moderators, containing the documented infractions, has a tab named "Name Reports". Please add an entry to this list if you encounter a character/guild/pet name that is considered inappropriate.

From there, a GM will continue the procedure and apply the rename via GM tool. This will be a generic name first.

You can advise the user he has the right to contact the Customer Support once per character to change his name without expense.

Documentation for cases of botting

There are two different types of bot users:

- Regular users using bot software
- Asian gold selling networks using bot software for gold farming

A. Regular users using bot software

Typical indicators for these types of bot users are the following:
- Mostly using their regular IP address that fits the server region (Asia, NA, EU)
- Mostly just one player per IP, maybe two if they also use their Ringmaster for automated heal support
- They mostly show typical, non-generic player names
- They mostly have different styles of fashion items
- If you’re familiar with the server’s community, you probably saw them already in typical player interactions (having conversations with other players, participating in the PvP arena, etc.)

These players use some free or premium Bots that have different kinds of triggers and alerts that can be set up when a MOD/GM is near the character (visible or invisible), performing a command on them, or just messaging them.

Most of the time, along with the users being alerted, the bot will:
1) Stop fighting immediately and disconnect
2) Stop fighting and enter "flying mode"
3) Stop fighting and switch channel
4) Or both 3 and 4

Evidence must be provided in the form of videos from a MOD/GM character. Screenshots are not valid.

B. Asian gold selling networks using bot software for gold farming

Typical indicators for these types of bot users are the following:
- Mostly using IP addresses in Asia (China, Hong Kong, Singapore) or USA/Canada. Some use Netherlands/Turkey as well etc.
- Mostly using Cloud computing/Networking IP addresses (it often belongs to organizations such as "Amazon.com", "Cnserver", or "CDS Global Cloud", "Tencent Cloud Computing", "Digital Ocean" etc.)
- Every character is using the same pattern (mostly 1v1 Assists/Ringmasters or Acrobats / Rangers farming in the exact same way)
- Sometimes they’re not using the exact same IP address but the same IP network (sharing the same network part of the IP address); in these cases the investigation might be more difficult and time consuming
- Sometimes they’re just using one single farm bot with 7 leecher characters on flying devices following the bot
- They mostly use very generic or gibberish character names

When banning Gold farming bots from Cloud computing services, we do not require proofs or entries in the spreadsheet.

You need to be careful when banning users.
- Check the inventory using /inspect (FOR GM ONLY)
- Try to enter in direct contact
- Try to /su or /freeze

In case of a doubt whether the user you’re monitoring is a gold farmer, please always fill an entry in the spreadsheet along with valid evidence in the form of videos.

Bot investigation procedure

I. Regular user botting investigation procedure

The process below will evolve depending on new bot features.

When investigating a user potentially botting, always carefully proceed as written below:

- Make yourself /invisible
- Begin a video record before teleporting to the suspected player
- Teleport yourself to the suspected user
- Monitor and record his behavior for about 15-20 seconds
- Teleport away from the user
IMPORTANT: You must be out of sight!
- Make yourself /visible
- Teleport yourself near the user, or on him

If the character stops fighting immediately to disconnect / Switch channel / Fly
Then you can ban the main character and others following it
Else, read "If the user doesn’t log off automatically, pursue the investigation".

Tips:
- Do not hesitate to record longer if needed.
- Using /ip when investigating characters needs to be a reflex.

NEVER confront about / explain what happened in such cases, even if he reconnects before you could ban him and ask him to contact the Customer Support.

II. If the user doesn’t log off automatically, pursue the investigation:

Check "General tips for botting investigation" for in-depth advice.

There isn’t a unique way to investigate, so consider the list below as non-exhaustive, but rather as a base to drive you during your investigation process.

Keep in mind we don’t want to disturb regular users farming:
- Monitor the pattern (a player is chaotic; a bot is predictable)

On scene, you can run several tests and monitor the results:
- Try to engage in a conversation
- Summon the user at a spot of lower-level monsters and check if he continues to farm.
Example: Teleport form Mammoth to Augu.
- Summon the user near a giant (not in the aggro radius)
Note: Bots react to a wider radius than the aggro radius to start fleeing giants.

If the farming continues and the user is still unresponsive, then the user is using a bot software and you can /ban.

Avoid using /say and /w since some bots detect them and alert the user.

If the farming continues, then the user is using a bot software and you can /ban.

Else, you can directly:
- Summon the suspected botter to an empty map (ex: Dungeon)
- Get visible an introduce yourself as a Staff member and start discussing with the suspect

Evidence must be provided in the form of videos. Screenshots are not valid.

Special procedures for Trial Moderators

FOR TRIAL MODERATORS ONLY

Trial Moderators and Moderators don’t have the same access-level in the game.

The following commands can’t be used by a Trial Moderator:
/ban
/banip
/outip
/notalk
/summonguild

A Trial Moderator can’t use his MOD characters alone until his Tutor has acknowledged it.
Doing so will result in the termination of the Trial, and the revocation of the Moderator status.

For cases that requires a /ban against a user:
- Follow the guidelines above
- Do not confront the user (as he may transfer his goods)
- Pre-fill the spreadsheet without filling the “Sanction” column
- Fill the template and post in #trial-user-bans on Discord

A Moderator or a Game Master will then review the case and accept / deny the request and educate you if necessary.

For cases that requires a /ban against gold farming bots:
- Follow the guidelines above
- Freeze and summon the bots in an unpopulated area
- Collect the IPs
- Fill the template and post in #trial-goldbot-ban on Discord

A Moderator will then proceed to ban the gold farmer in game.
A Game Master will then proceed to massban by using IPs.