Account Closure, Sanctions and Appeals Policy

01Scope

At present only the Destan Game website and web accounts are open. The game, the ANADOLU server, the Support Center and the appeal page are not open yet; the parts of this policy about them apply once the services concerned open. Appeals are currently received by e-mail.

This policy governs the sanctions applied under the Terms of Use, the User Agreement and the Community Rules, how these sanctions are notified, and the appeal procedure.

The policy also explains the closure of an account, at its owner's request or by the Service Provider, and the consequences of closure.

A security lock applied to protect an account is not a sanction; it is explained in the Account Security and Player Responsibilities document.

02Principles

• Sanctions rest on documentable reasons; a personal dispute cannot be a reason for a sanction.
• A sanction must be proportionate to the severity, impact and repetition of the violation.
• The same standard is applied to the same violation: nationality, spending, guild ties or closeness to the management neither aggravate nor lighten a sanction.
• Every sanction is recorded together with its reason and the evidence it rests on, and can be audited afterwards.
• Using a mechanic that the game clearly allows is not a reason for a sanction.

ANADOLU is a PvP server. Killing players, guild rivalry and hard PvP within the rules are never, in themselves, a reason for a sanction; using the game's official auto-hunt feature is not cheating.

03Types of sanctions

Sanctions are applied in stages according to the severity of the violation; for serious violations, intermediate stages may be skipped.

Written warning

A reminder of the rule, with a request that the behavior be corrected.

Chat restriction

In-game chat or other communication areas are restricted for a set period.

Temporary suspension

The account is suspended for a set period. A suspended account cannot be used to sign in, and its open sessions end; a suspension by itself deletes no data.

Permanent suspension

For serious or repeated violations, the account is suspended indefinitely or closed.

Removal of unfair gains

Progress, items, in-game currency and ranking values obtained by means against the rules are removed.

Temporary security lock

The account is closed to sign-ins until its security has been restored. It is a protective measure, not a penalty, and it creates no violation record.

04Notice of a sanction

For every sanction applied, the Service Provider notifies you of the following information as far as possible, or provides it on your request:

• The reason for the sanction.
• The rule that was broken.
• The date of the sanction.
• The duration of the sanction, or that it is indefinite.
• Your right to appeal and how to appeal.
• The contact channel you can use for support.

When you try to sign in with a suspended account, the sign-in page tells you that the account is suspended. You can ask for any information that has not been given to you by writing to the contact e-mail address given in the Privacy Policy.

05Evidence and review

Whether a violation has occurred is established with concrete evidence: system records, transaction records, reports and their review. The mere fact that a complaint has been made is not enough for a sanction.

To protect account security or to avoid harming an ongoing cheating investigation, the details of some evidence may not be shared with you. This limitation cannot justify an arbitrary sanction: even if the evidence is not shared, the rule and the reason the sanction rests on are notified, the evidence is kept on record, and it is assessed by the person who reviews the appeal.

06How to appeal

You appeal by writing from the e-mail address registered to your account to the contact e-mail address given in the Privacy Policy.

1. Give your username and the date of the sanction.
2. Explain in your own words why you believe the sanction is wrong.
3. Add any information that supports your explanation.

07Review of the appeal

• Your appeal is recorded and reviewed.
• Appeals are reviewed, as far as possible, by a person who did not apply the sanction being appealed; who made the decision is recorded.
• You may be asked questions during the review; your answers are added to your appeal.
• The review is based on the records the sanction rests on and on your explanation.

The outcome of the review is notified to you. The outcome can be one of the following:

• The sanction is lifted.
• The sanction is reduced.
• The sanction is upheld.

When a suspension is lifted, your account returns to the status it had before the suspension.

08Closing an account

At your request

You can ask for your account to be closed at any time: you write from the e-mail address registered on your account to the contact e-mail address given in the Privacy Policy, and the Service Provider closes the account after confirming that it is yours.

A closure made at your own request is not a sanction and creates no violation record. Accounts are not closed with a single button on the site; your request is recorded.

By the Service Provider

The Service Provider may close an account only for a serious or repeated violation, in line with the principles of this policy and the rules on permanent suspension in the “Types of sanctions” section. Such an action is recorded together with its reason, is notified to you and can be appealed in the way described in this policy.

Consequences of closure

• A closed account cannot be used to sign in, and its open sessions end.
• At present a web account holds no characters or items, so closing it does not affect them.
• Some records may be kept for as long as is necessary for legal obligations and disputes; the details are explained in the Privacy Policy.

Closing an account does not remove the statutory rights and consumer rights that arose before the closure.

09Your statutory rights

A sanction on your account does not remove your statutory rights regarding your payments or your consumer rights; the payment and refund rules are explained in the Refund Policy.

Using the appeal route in this policy does not affect your right to seek legal remedies.

Your personal data in sanction and appeal records is processed as explained in the Privacy Policy.

10Complaints about team members

If you believe that the team member who applied the sanction abused their position, you can say so in your appeal or make a separate complaint. The ethical rules that the management and GM team must follow are in the Community Rules; abuse of powers is subject to disciplinary review.

11Changes to this policy

When this policy is updated, the current text is published on this page with its version number and date. Conduct is assessed according to the rules in force on the date it took place.

12Contact

You can send questions about this policy to the contact e-mail address given in the Privacy Policy.