In the world of online video games, players can be temporarily or permanently suspended or banned. This can happen due to inappropriate behaviour, cheating, or other violations. In this article we dive into how this works, why companies have these systems in place and whether a player can appeal a ban.
How does the suspension process work? Is it done by human moderation, or through AI and other smart tools?
The suspension process varies by platform and game. However, it’s often a combination of human intervention and technology. Many companies now use artificial intelligence (AI) and smart algorithms to automatically detect undesirable behaviour, such as the use of offensive language or threats through voice or text communication between players. AI is also used to detect players who cheat by using hacks or illegal codes, to gain a competitive advantage at the expense of other honest players. If AI detects suspicious activity, it is passed on to human moderators who make the final decision on whether a player will be temporarily or permanently suspended. For serious or complex cases, a special team may be involved to assess the situation. Some game companies issue permanent bans for severe forms of cheating. And in exceptional cases, such as serious threats or criminal behaviour (e.g. stealing game credits or login details of other players), companies may report a player to the police or other authorities.
What happens if a player catches someone misbehaving?
If an online teammate or opponent misbehaves, a player can report the behaviour to the game company. The player must provide a valid reason, such as discrimination, bullying, cheating, inappropriate language, threats, or offensive messages or content. Repeated reports may lead to a warning or a temporary suspension. The outcome depends on the judgment of human moderators, who will evaluate each report based on the game’s code of conduct. Often, the player who reports the behavior can also directly block the reported player from their friend list, preventing them from appearing in (voice) chats. However, the reported player may still show up in other online matches. Note that abusing the reporting function, by for example making false reports out of frustration after losing a match, is considered harassment and may also be penalised.
What risks does a player face?
There are different types of bans or suspensions, depending on the severity of the violation and the game’s or platform’s policies. These are the possible measures:
- Temporary ban: a player is denied access to an online game or platform for a certain period (e.g. 24 hours or a week).
- Permanent ban: in the case of repeated or severe inappropriate behaviour, a player can be permanently banned from an online game or platform.
- Referral to authorities: in exceptional cases, such as serious threats or criminal behaviour (e.g. stealing game credits or login details of other players), game companies may report a player to the police or other authorities. These authorities will then decide what actions to take against the player.
How do companies inform players about possible bans?
Game companies clearly state in their community standards and terms & conditions that players can be banned for specific violations. When purchasing a game or signing up on a platform, players usually automatically agree to these rules and the licensed usage of the game or the platform. Game companies can update their terms and conditions or policies. They will notify players about changes to the rules. It should be noted that certain aspects of account bans or suspensions by video game companies are already regulated under European Law. For example, a suspension or termination of a player’s account to address illegal content will qualify as ‘content moderation’ under the EU’s Digital Services Act (DSA) and will be subject to the DSA’s transparency and complaint handling requirements.
Where can players find the terms and rules?
The general terms, user agreements and associated behaviour community standards are available on the game’s website. Players are directed to them when purchasing a game or logging into an online platform. There is in many cases a link to these pages in the help tab of the game. Some even use in-game links to the rules so that players have easy access to the guidelines while playing.
Why do game companies do this?
Companies want to offer and maintain a safe and fair video game environment. That’s why they tackle inappropriate behaviour and cheating, used to gain a competitive advantage at the expense of other honest players. It helps keep the video game experience enjoyable and fair for everyone. By banning offenders, companies ensure that players behave responsibly and that cheaters or offensive players do not negatively impact the game and community. The company may first issue a warning or take direct action, depending on the severity or nature of the violation.
Can a player appeal a ban if they believe it is unjust?
In most cases, players can appeal a ban. Platforms and games offer a procedure for players who believe their suspension was unfair. This appeal can usually be submitted via a form on the game’s or platform’s website. A team will then review the situation and decide whether the suspension will remain in place. This process may take some time, and there is no guarantee that the appeal will be successful. For some games and companies, appeals are not available to players that have been banned due to serious and/or repeated cheating.
Does a player lose the game or in-game items they paid for after being banned?
Players who are banned may lose access to the game as well as any purchased in-game content, depending on the terms they agreed to. Although this is legally allowed, it can feel unfair to some players, especially if they’ve made significant investments in in-game items such as extra weapons, skins, and other content. However, by incorporating this risk, game companies ensure that potential offenders think twice before violating the rules of a game, platform, or even the law.
What happens if a player loses full access to their platform account?
If a player is banned from their online platform account (e.g., PlayStation Network or Xbox), they can no longer play any game online through that platform. This type of ban is less common and usually occurs for serious or repeated violations. Losing a platform account has significant consequences, as it blocks access to multiple online games and services.
Giving accurate information to consumers
It is important that we provide accurate information about all aspects of the game sector, and that we inform our consumers about how to keep online video games fun and fair. It makes playing video games more enjoyable for everyone. Our sector provides a lot of information on how consumers can make sure everyone can play online video games in a safe environment. That is why we also provide information about account bans via our consumer websites speelhetslim.be (in dutch) and jouezmalin.be (in french).
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