Enforcement, Investigations & Appeals Policy

Every final disciplinary sanction must map to a published rule or reasonably identifiable prohibited category that was in force when the conduct occurred, or to a clear temporary event/security instruction applicable to that incident.

Arcadia considers available evidence, context, intent, illicit benefit, harm, history, cooperation and risk. Donations, guild influence, popularity, friendship or public pressure do not justify increasing or reducing a sanction.

When credible evidence shows an active ownership, cheat, exploit, payment, security or economy risk, Arcadia may temporarily restrict login, trade, market, chat, payments, events or specific assets while investigating.

A preventive restriction is not a final conclusion and should be limited to what is reasonably necessary to preserve evidence, users or game integrity.

• Game Server, database, inventory, trade, market, event, ranking, chat, launcher, connection and access logs.
• Anticheat and security telemetry, including device/installation identifiers and process-interaction signals where the system provides them.
• Original screenshots/videos, tickets, statements, payment records and payment-provider information.
• Patterns across Accounts, devices, sessions, transfers, payments and repeated behavior.
• Reproducible technical findings and direct staff observations.

No single type of proof is mandatory for every case. Reliable server-side records may establish conduct without a screenshot. Likewise, sharing an IP alone does not prove that two real household players are one person.

Arcadia evaluates the full context and may distinguish accidental contact with a bug, negligence, deliberate exploitation and organized abuse.

• Minor: low-impact spam/flood, removable name/content, a first minor breach of an event rule, or similar conduct without meaningful competitive advantage. Normally warning, rename, mute or limited exclusion.
• Serious: Account-limit evasion, prohibited external automation/macros, intentional limited-impact exploit abuse, scam, RMT/attempted RMT, ranking/event manipulation, promotion/referral abuse, false evidence, mute/suspension evasion or serious harassment. May justify removal of gains and significant temporary suspension.
• Critical: confirmed cheat/speed hack, memory or packet manipulation for advantage, high-impact dupe/exploit, cheat/bypass distribution, phishing/malware, deliberate large-scale payment fraud, organized laundering, DDoS/intrusion, severe credible threat/doxxing or deliberate permanent-ban evasion. Permanent termination may apply on first confirmed offense.
• The category guides but does not replace case assessment. Impact, intent, scale, history, cooperation, illicit benefit and risk may increase or reduce the measure. Repeat offenses and evasion are aggravating factors; good-faith reporting and stopping after accidental discovery are materially different from deliberate exploitation.

• Warning, education, rename or content removal.
• Mute, event exclusion, ranking/reward removal, trade/market or feature restriction.
• Removal, freezing or correction of items, credits, Zen, experience, levels, statistics, rewards or invalid gains.
• Trade reversal, focused correction or rollback/restoration to an earlier valid state.
• Temporary suspension, permanent Account termination and reasonable device/payment restrictions directed at proven evasion or risk.
• Action on Linked Accounts where evidence shows common control, coordination or receipt of illicit value.

Actions on Linked Accounts are based on evidence such as control patterns, transfers, devices, coordinated behavior, payments or benefits—not a shared IP alone.

A legitimate family/household is not automatically responsible for another person’s violation. An Account that knowingly receives, conceals or benefits from prohibited conduct may be included.

Where security and privacy reasonably allow, the final notice should identify the applicable rule/category, a brief description of the conduct, affected Account(s)/feature, duration or permanence and the official appeal path.

Arcadia is not required to reveal anticheat signatures, thresholds, internal methods, private third-party data or details that materially teach detection evasion.

A user may file one substantive appeal through official Support with Account, case reference, explanation and relevant evidence. Duplicate tickets, threats, public campaigns or pressure do not improve an appeal.

Review may confirm, reduce, modify or reverse the decision. A case may be reopened for material new evidence or relevant error. An appeal does not guarantee restoration of illicit gains that must remain removed.

A staff member with a significant personal or competitive conflict should not be the sole final reviewer when another authorized reviewer is reasonably available.

Private favors, sanctioning to satisfy a guild, or immunity based on purchases/relationships are prohibited administrative practices.

Arcadia will not create a materially new offense to retroactively punish past conduct that was reasonably allowed. Existing categories such as cheating, fraud, exploit abuse or evasion may be clarified without changing their nature.

If undocumented conduct creates an immediate integrity/security risk, Arcadia may stop it and apply a temporary preventive restriction while publishing clarification. A final sanction must rely on an existing applicable category or conduct occurring after the clarification.