So ubisoft banned me from Custom Avatar Privileges for what appears to be a made up rule


EDIT: photo in question: m.imgur.com/vcWg2Zk

The first time the image got removed I just thought “oh thats strange” and reuploaded it. It was quickly removed again and it stated I was banned from using custom avatars. Here is the initial support transcript:

Chat @ Ubisoft Support May 27, 2017 10:44 PM

Vincent C: Thank you for contacting Ubisoft Live Support. Please give me a moment to review your case. In the meantime, feel free to add any additional information that may pertain to your issue, and I will be with you shortly. Vincent C: Hello, one moment while I bring up your account. NaeNae_Master69: Hello, not a problem. Vincent C: It would appear that your avatar contained an image of a minor. Please note that you can only display the image of a minor if their parents also appear in the image, and it complies with the other conditions in this Terms of Use. Since this was your second offence, you will no longer be able to upload and use a custom avatar. NaeNae_Master69: Wait, so i’m losing privileges for having a picture.. OF MYSELF.. when i was a kid? NaeNae_Master69: why wouldn’t the notification for the removal go into this the first time? I am looking at the terms of service on the website right now and it does not anywhere say that the avatar cannnot contain a picture of a minor without a parent present Vincent C: I’ll be glad to send the case up for an appeal if you’d like. But that would be the most I would be able to do in this situation. NaeNae_Master69: Yes I would like that very much, because I am still looking over the ToS on the ubisoft website and after searching both the terms “minor” and “child,” there is no mention of them correlating to a profile picture, especially not as you said “if their parents also appear in the image.” And the only mention of avatar restrictions are ” which is insulting, vulgar, obscene, defamatory or in any other way in violation of the rights of others (in particular, without limitation, name rights and image rights). NaeNae_Master69: A picture of me from my childhood is not vulgar, insulting, obscene, defamatory in any way. Vincent C: I will send up the appeal on your behalf. Once I receive information back I wills end an email out to you. NaeNae_Master69: Okay thank you for your help. Vincent C: You’re welcome.

Here is the message I received today regarding the appeal the support member turned in:

Spencer H @ Ubisoft Support May 29, 2017 5:46 PM

Hello, after further investigation; we would be unable to lift the permanent ban on your account for our avatar upload system due to the previous images being against the Terms of Use. With that being said, because your appeal has been denied, we at support would be unable to assist with unbanning your account in all future tickets since your appeal was denied. My apologies for any inconvenience, please let me know if there’s anything else that I can assist you with and I’ll be more than happy to help you further with any other problems you may be experiencing.

And here is the response I just sent back:

Diamond.SMURFxx May 29, 2017 6:37 PM

Hello, This response did not even address anything that I mentioned. I was told that the image (the same image i used for the avatar the first time that it was removed) was against the Tos because it represented a minor without his/her parents in the photo. This is NOT in the Ubisoft ToS that is linked to in the message regarding the avatar’s removal. I read through the entire ToS and nowhere does it say whay the support representative told me, that photo of a minor without his/her parents is not allowed. Furthermore, it doesn’t even say ANYTHING about uploading a photo of a minor at all. Now as I mentioned, this is the same exact image that was removed once, so your reasoning for not being able to lift the ban (due to previous images being against the terms of use) is unaceptable. I simply do not understand how my avatar priveleges can be removed for using a photograph OF MYSELF from grade school, when it is not even against the terms of service. In your response, can you please be specific? The appeal reaponse addressed nothing that I said and simply was a repeat of what the original support employee stated. Could you please respond to my mention of your claim being nowhere in the ToS? Could you please tell me, if your claim is wrong, what the image of myself exactly goes against in the ToS and why? This would be greatly appreciated and surely clear things up. If you cannot do this simple request, i would very much like to speak to someone who is able to. Thank you for your time and I hope to hear back from either you, or somebody more able, very soon.

Anybody wanna shine some light here? As i said in the responses, I looked through the ToS and dont find their claim anywhere nor do I see anything in the ToS that my image would have broken. Its extremely aggravating to have to wait for an appeal only to have them basically repeat themselves and not even directly respond to what I said.

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