Urgent: Unjust Chat Suspension Appeal Ignored

Hello Chess.com Support Team,

I hope this message finds you well. I am writing to express my deep concern and frustration regarding an issue I've been facing on your platform. I mistakenly received a chat suspension and, despite numerous attempts to appeal, I have been met with complete silence from the administration.

The suspension is set to expire tomorrow, and one might think there's no need to complain since I will regain access to the chat shortly. However, the lack of response and attention to my appeal is unacceptable and disrespectful to users.

As a well-known blogger (on a separate account to avoid compromising my identity), I am contemplating creating a review to shed light on the situation. I want to showcase to the community the potential pitfalls they may encounter without any recourse. It seems that this issue is being disregarded, and I find it concerning for the reputation of your platform.

I understand that my individual case might not be a priority, but I believe in fairness and proper customer support. Is this the level of service Chess.com intends to provide? I implore you to address this matter promptly and provide an official response to my appeal.

Thank you for your attention to this urgent matter.

Sincerely, karakymg

I looked at your profile and don't see any muting.

Your chat suspension applies only to play on a variant?

Two days ago you wrote another forum post and Martin_Stahl told you to write in to support. It can easily take two days to get a response from support, especially at year end, when many people take holidays.

Thank you for your quick response and for looking into my profile. I appreciate your clarification regarding the nature of the chat suspension, which applies specifically to certain variants.

I understand that the forum post I created received a response from Martin_Stahl, advising me to contact support. However, it's crucial to highlight that the urgency of my appeal is due to the fact that the suspension hinders my ability to communicate during gameplay on those particular variants.

Being in Ukraine, the start of the new year may have different implications for me compared to your location. I acknowledge the potential holiday-related delays in support responses.

However, I want to stress that the two days I've been waiting for a response coincide with the active period of the chat suspension. This leaves me unable to appeal the suspension during its duration, creating a situation that I believe is not equitable.

I kindly request your assistance in resolving this matter promptly, as the suspension affects my overall experience on your platform. I appreciate your understanding and prompt attention to this issue.

Moderators have no special powers or access to staff. The hardest part may be to identify the relevant people responsible for an area of Chess.com.

Have you looked at the Variants Forum? https://www.chess.com/clubs/forum/variants

I am just starting to look there now.

/ After looking for a while, I saw nothing about chat bans. Sorry. I think you just have to wait for support.

Thank you for your efforts in looking into my situation. I appreciate your time and assistance.

I have indeed checked the Variants Forum as you suggested, but unfortunately, I couldn't find any relevant information regarding chat bans. Additionally, despite multiple attempts to reach out to Chess.com support, I have not received any response. I am confident that I entered my email correctly, and I even checked for automated messages confirming the receipt of my appeal.

It's perplexing to me that the process of implementing a chat ban seems to happen swiftly, yet the resolution or clarification regarding the ban is not as prompt. I understand the complexities involved, but I find it disheartening to be left in the dark without any communication.

Is there any way you could assist in escalating this matter or directing me to the appropriate channels for a resolution? I value your input and hope for a swift and fair resolution.

Thank you for your understanding and support.

How long it takes to get a reply depends on how many tickets there are.

The chat suspension period has already expired, but there is still no response from the support team. Does this happen regularly on your platform? If so, consider adding a warning during registration: "You may be suspended without cause. And don't bother reaching out to support; it's merely nominal, and you won't receive a response."

I have already turned a blind eye to the fact that very often players (in four-player variants) team up without using chat or exhibiting other signs described in the rules, and it is impossible to prove. The most common scenario involves one player's partner initially disrupting others, then giving points to their partner and leaving the game. The remaining player automatically gains the required number of points for an unconditional victory.

Less frequently, such teams take the first and second places, leaving regular players bewildered. I am not complaining about these players; I simply add them to my block list to avoid encountering them in future games. However, this situation makes me reflect on the platform as a whole. If you are unable to address these issues, please, in large letters, prominently display the word "BETA" so that others understand that it is still raw and has numerous vulnerabilities and loopholes.

Listen, chess.com is a very busy site, and they dont have time to do everything, so it might take awhile.

Do they have time to impose a chat suspension without thoroughly investigating whether there was an actual violation? But when it comes to lifting the suspension, do they suddenly lack the time?

#10 No, of course not. Its an AI that does the chat suspension, not an actual person. As I said, they are a very busy site.

I understand. It seems like a vulnerability. Now, I will be filing complaints against all those I find disagreeable to expose the inadequacies of the incomplete and incompetent AI.

Yep, go ahead, the AI system is great at finding people who arent cheating but people who are they just let them slide right past. The AI definitely has a few flaws, and thats a fact.

On the Variants server I'm not sure that's the case. For the rest of the site, the auto-mod can but it's not AI and is just a word filter.

Good point, still.