Account banned

[zunamy7]

Hey @punker barbie

I hope you can look into my support ticket. I logged in last week in the morning to check if my favorite broadcasters were online, had no interactions, no chatting, then logged out. Later in the evening, I my account was banned without any explanation. I've been waiting for a response but haven't heard back yet. I don’t understand what I could have done wrong—I’ve been using this account for years without any major issues.

Could you please help me investigate this further?

Thank you!

username: mariooo_187

 

[punker barbie]

Hey @punker barbie

I hope you can look into my support ticket. I logged in last week in the morning to check if my favorite broadcasters were online, had no interactions, no chatting, then logged out. Later in the evening, I my account was banned without any explanation. I've been waiting for a response but haven't heard back yet. I don’t understand what I could have done wrong—I’ve been using this account for years without any major issues.

Could you please help me investigate this further?

Thank you!

username: mariooo_187

I have confirmed that the support team has responded to your inquiry. Ticket #24096227

 

[zunamy7]

@punker barbie Thank you for the fast reply, the ban has not been lifted. Unfortunately there was misunderstanding by the support why they banned me. I refunded my last token purchase because the website had server issues, so i didnt spent them on a specific model. I asked for a refund because i didnt want to have many tokens to be stored on my account when i went on a CB break due to vacation with friends... i translated the support ticket mail, didnt check the translation and it was translated wrongly... they thought i want the tokens back, because i want to quit CB forever due to an addiction??? (thats what they answered today) Thats not true and i´m a bit shocked to recieve this answer after my relaxed vacation. I have done this procedure of token refunds several times and support always understood my concerns and refundend tokens to my credit card when i wanted to. Can you rule this out for me please?

I know i am not allowed to create a new account to circumvent a ban, which is of course understandable and good. But it doesnt make sense they banned me for that misinterpretation and now i have lost my account with several pvt shows but instead watch the models without an account? In case of an addiction I would block my credit card from transfers to CB or block the website access via my ISP but not contact the CB support? I mean i can still watch it without account, so i think they mixed things up.

Maybe you can do something and clear up the mess for me please!

Have a nice one!

 

[zunamy7]

As a short follow up, to conclude this big misunderstanding phenomenon

1. I sent a support ticket with the aim to get my (high) token balance refunded to my credit card due to no need for the next couple of days (i went on vacation and didnt want to leave the amount of tokens unused). Was not banned at that point!
2. I got banned after some days, no refund of tokens
3. I wrote a ticket why im banned, claiming i dont know what i should have done wrong (without claiming the token refund)
4. I recieved a billing token refund email
5. I sent a response mail for saying thank you for the refund, but im still banned, what was the cause?
6. Somehow automated like response mail: "Due to your refund request we think you have concerns about spending to much money, thats why we help you with banning you and refund the tokens"
7. No response for days again...

-> to sum up. I requested a token refund -> they refunded and banned me because i ordered a refund and they misleadingly thought i want to close my account (which they did) -> i claimed it was all wrong and now no more answer... so basically my account is now banned without any TOS violation, just because of my mail. Somehow i believe it was an automated action, where somehow support didn´t understand my request.

Please take this information into account, when checking what you can do @punker barbie

 

[KingMarti]

As a short follow up, to conclude this big misunderstanding phenomenon

1. I sent a support ticket with the aim to get my (high) token balance refunded to my credit card due to no need for the next couple of days (i went on vacation and didnt want to leave the amount of tokens unused). Was not banned at that point!
2. I got banned after some days, no refund of tokens
3. I wrote a ticket why im banned, claiming i dont know what i should have done wrong (without claiming the token refund)
4. I recieved a billing token refund email
5. I sent a response mail for saying thank you for the refund, but im still banned, what was the cause?
6. Somehow automated like response mail: "Due to your refund request we think you have concerns about spending to much money, thats why we help you with banning you and refund the tokens"
7. No response for days again...

-> to sum up. I requested a token refund -> they refunded and banned me because i ordered a refund and they misleadingly thought i want to close my account (which they did) -> i claimed it was all wrong and now no more answer... so basically my account is now banned without any TOS violation, just because of my mail.

Please take this information into account, when checking what you can do @punker barbie

Chaturbates ban makes perfect sense, especially if you are refunding tokens, this indicates that you often overspend to a degree where it is causing you financial hardship .
It also costs chaturbate money every time they have to process a refund, so why would they want you on the site when you have proven yourself to be a high risk customer?

 

[zunamy7]

Chaturbates ban makes perfect sense, especially if you are refunding tokens, this indicates that you often overspend to a degree where it is causing you financial hardship .
It also costs chaturbate money every time they have to process a refund, so why would they want you on the site when you have proven yourself to be a high risk customer?

Thanks for your opinion @KingMarti
- I fully understand your point of view.
- I have not made clear in my support ticket that i charged the tokens for a broadcaster, the website then got major server issues (high ping, we all know it), thats why i could not spent them and asked for the refund. I explained it in the second mail but since then no response
- The amount of tokens (i don´t want to show off) i spent on this website in the past should not make me a high risk customer that buys tokens for $10 and refunds them. I think i made them satisfied enough in the past.
- I did those refunds maybe 3-4 times in the last 2 years and always ended up with "No problem we can do this for you", thats why i didnt think about it

Their FAQ also claims refunds are possible (see FAQ: How do I get a refund?)

What makes me unsatisfying is that i believe that action was semi-automated without any double-check. At least they could write me that they were notified that I am doing refunds too often, thus its not possible anymore/no more refunds for me/setting a limit if they believe im having money issues, or give me a last time warning. Instead, I got banned.

 

[KingMarti]

Thanks for your opinion @KingMarti
- I fully understand your point of view.
- I have not made clear in my support ticket that i charged the tokens for a broadcaster, the website then got major server issues (high ping, we all know it), thats why i could not spent them and asked for the refund. I explained it in the second mail but since then no response
- The amount of tokens (i don´t want to show off) i spent on this website in the past should not make me a high risk customer that buys tokens for $10 and refunds them. I think i made them satisfied enough in the past.
- I did those refunds maybe 3-4 times in the last 2 years and always ended up with "No problem we can do this for you", thats why i didnt think about it

Their FAQ also claims refunds are possible (see FAQ: How do I get a refund?)

What makes me unsatisfying is that i believe that action was semi-automated without any double-check. At least they could write me that they were encountered that I am doing refunds too often, thus its no possible anymore/no more refunds or a last time warning. Instead, I got banned.

The amount you spend is irreverent, if the reasons for the refund is anything other than a site error or wrong token package selected, it makes you a high risk customer because the site does not know if you are going to end up costing them money since they have to pay fees to the payment processor to issue a refund, it's a risk that, and the higher the % of transactions that are asked to be refunded the higher the risk is that they will need to pay refund fees on your next purchase, it gets to a point where it's easier to just remove the customer.

Your original posts made it sound like the refunds were a lot more frequent than 3-4 over the span of 2 years (assuming that you didnt only make a small amount of transactions in that time).

Personally with all the businesses I have run, I always had a set % of transactions where if a customer requested a refund for anything that wasn't an error (so changing their mind about the purchase for example), that customer's account was closed and they were no longer given the privilege of being a customer. Just to make it clear, not saying this is what chaturbate is doing / does, but more I understand why someone requesting refunds would have an account terminated.

I would imagine that all refund requests are looked at manually, otherwise it feels like it would be an easy system to abuse, not to say it is, but more of an I assume thats how it would work.

 

[zunamy7]

The amount you spend is irreverent, if the reasons for the refund is anything other than a site error or wrong token package selected, it makes you a high risk customer because the site does not know if you are going to end up costing them money since they have to pay fees to the payment processor to issue a refund, it's a risk that, and the higher the % of transactions that are asked to be refunded the higher the risk is that they will need to pay refund fees on your next purchase, it gets to a point where it's easier to just remove the customer.

Your original posts made it sound like the refunds were a lot more frequent than 3-4 over the span of 2 years (assuming that you didnt only make a small amount of transactions in that time).

Personally with all the businesses I have run, I always had a set % of transactions where if a customer requested a refund for anything that wasn't an error (so changing their mind about the purchase for example), that customer's account was closed and they were no longer given the privilege of being a customer. Just to make it clear, not saying this is what chaturbate is doing / does, but more I understand why someone requesting refunds would have an account terminated.

I would imagine that all refund requests are looked at manually, otherwise it feels like it would be an easy system to abuse, not to say it is, but more of an I assume thats how it would work.

I didn´t mention in my first email that its due to fact the website had major outages thus i have no reason to spent them for the next couple of days and I dont feel well to keep them on my account unused. Maybe that was the fault.

Anyhow it would be fair to check my response which i sent them and then decide again, if it makes sense or not to lift a ban. Or give me a response that they do not tolerate more refunds for me (they did it after banning me)

Within the last 2 years, i only did refunds in 2024 starting from appr. midyear, so its not something i do on a daily base because i´m bored. I never refunded tokens with the intention to get it transferred into money back.

From CB´s site and my account history, the best scenario would be to tell me that im not qualified for any future refunds due to "abusive" use" (if someone wants to call it) and keep me as a purchasing customer? At least for me that makes sense?

So now, im not allowed to open a new account, but can watch CB still without spending tokens? Somehow weird.

Thanks you for your patience, and the nice discussion so far, I can see you have good knowledge business wise. Now i also got the customers perspective.

 

[Vixxen81]

I'm glad you're banned.

Chaturbate is not your personal bank.

"Oh noes! The horror of having tokens in my account while not using it!"

What a jag off. And no I will not be nice about it.

 

[zunamy7]

I'm glad you're banned.

Chaturbate is not your personal bank.

"Oh noes! The horror of having tokens in my account while not using it!"

What a jag off. And no I will not be nice about it.

Im just asking for additional help to understand the situation without begging for an unban or anything. Glad @KingMarti could help me in a polite way to understand my situation...

I often saw posts here by cam models getting banned and had thousands of tokens left on their account, then people say: "ohh, why didn´t you cash them out earlier". That´s exactly the same, just reversed... mistakes happen

 

[Vixxen81]

Im just asking for additional help to understand the situation without begging for an unban or anything. Glad @KingMarti could help me in a polite way to understand my situation...

I often saw posts here by cam models getting banned and had thousands of tokens left on their account, then people say: "ohh, why didn´t you cash them out earlier". That´s exactly the same, just reversed... mistakes happen

No that is not the same thing at all.

Not cashing out for a model is literally taking food off their table if they somehow catch a ban after.

You asked for a refund for tokens you intended to spend at some point, regardless of the state of the site.

You are not a model.

Think of it like this, you bought a hamburger. Decided you didn't want to eat it so you gave it back. Got your money back on your card, instead of being a mature adult and sitting on the tokens until you were ready to spend them.

Even if you did get banned for some reason, your tokens would be there when it was lifted.

Models get tokens taken away because they were earned while doing a banable thing. As punishment.

 

[zunamy7]

No that is not the same thing at all.

Not cashing out for a model is literally taking food off their table if they somehow catch a ban after.

You asked for a refund for tokens you intended to spend at some point, regardless of the state of the site.

You are not a model.

Think of it like this, you bought a hamburger. Decided you didn't want to eat it so you gave it back. Got your money back on your card, instead of being a mature adult and sitting on the tokens until you were ready to spend them.

Even if you did get banned for some reason, your tokens would be there when it was lifted.

Models get tokens taken away because they were earned while doing a banable thing. As punishment.

I understand, sorry. I was only reffering the "tokens left on an account thing".

Anyhow, a simple email from support telling me what you have told me now, would have been more helpful for CB & me.
"Hey, for us it seems like you are abusing refunds, what is reason for this refund?" instead of instant banned. I would have understood the situation and would think twice if charging tokens makes sense in that particular situation.

 

[Vixxen81]

I understand, sorry. I was only reffering the "tokens left on an account thing".

Anyhow, a simple email from support telling me what you have told me now, would have been more helpful for CB & me.
"Hey, for us it seems like you are abusing refunds, what is reason for this refund?" instead of instant banned. I would have understood the situation and would think twice if charging tokens makes sense in that particular situation.

While that may be the ideal response in a perfect world where there are not hundreds of thousands of emails coming and going every day, that's not reality.

No company would discuss with an end user the effects refunds have on their merchant accounts through payment processors. Instead the stopped they bleeding at the source -- you.

 

[KingMarti]

"Hey, for us it seems like you are abusing refunds, what is reason for this refund?" instead of instant banned. I would have understood the situation and would think twice if charging tokens makes sense in that particular situation.

no company will do this because it leaves the refund process open to abuse since people will be able to work out at what point it flags as problematic which enables people to refund upto that point.

Merchants always have to be careful about how much information they give out on internal processes as it will get to someone that will use it to scam the merchant. It's the same reason if your account (on any site / business) is under investigation they very rarely tell you what is being investigated or what triggered the investigation.

 

[SCRIPTA]

….I requested a token refund -> they refunded and banned me because i ordered a refund and they misleadingly thought i want to close my account…

I have confirmed that the support team has responded to your inquiry. Ticket #24096227

Would you be willing to share both, your unedited email request for refund, and their unedited email reply to you? You can edit our personal details, of course… but please share the full emails on both sides. I have a very strong suspicion that there’s a lot more to this story.

 

[zunamy7]

Would you be willing to share both, your unedited email request for refund, and their unedited email reply to you? You can edit our personal details, of course… but please share the full emails on both sides. I have a very strong suspicion that there’s a lot more to this story.

not possible, they responded to the other ticket where i asked why i am stilled banned after refund of the tokens. So my original mail (was sent via online form) is not attached... I don´t know if i am allowed to share their response though. Anyhow they used the word terminated, so i think its worthless anyway... i just wanted to share what happened.

I will wait for a response (or not), and move on!

Thanks!