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Account banned after purchasing 4000 tokens

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Jun 30, 2021
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My account was banned earlier today. I am not a broadcaster, just a longtime member of the site. I emailed support right after it happened and I've yet to receive a human response. In the past they've always been much quicker to respond when it came to other issues. I'm not entirely sure what I did wrong. I just purchased 4000 tokens and spent maybe one or two of them before suddenly being banned. I'd really like to get my account back. As I said, I've been a member for a long time and never had this happen before.

username: beaver_squeezer
ticket#: 17834207

@punker barbie
 
Jun 27, 2017
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Any chance that was a new credit card and that the bank might have flagged it as potential fraud? I had a problem with the bank continually closing the card and issuing a new one, because they were entirely convinced the charges must be fraud. Finally around the fourth round of new cards they seemed to get the message and I have not had problems since then.

You might want to call your bank and ask them about that charge specifically and did they flag it or attempt to deny it after an initial approval.
 
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Apr 29, 2019
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find clues in my twitter profile
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@DoD404
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Any chance that was a new credit card and that the bank might have flagged it as potential fraud?
They normally contact you before (at least here, they do) and you'd see the amount paid back if it's the case
 
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Jun 30, 2021
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Any chance that was a new credit card and that the bank might have flagged it as potential fraud? I had a problem with the bank continually closing the card and issuing a new one, because they were entirely convinced the charges must be fraud. Finally around the fourth round of new cards they seemed to get the message and I have not had problems since then.

You might want to call your bank and ask them about that charge specifically and did they flag it or attempt to deny it after an initial approval.
No. It's the same one I've used for a long time
 
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Jun 30, 2021
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Update: the issue apparently is NOT resolved.

They did tell me that I could use my account again. And indeed I'm able to login with the account. But I have another account linked to this one using the same credit card. So yesterday I went to purchase tokens from this other linked account and as soon as the payment was processed, my linked account was immediately banned. And now I can't get a response from them. It's like they unbanned the first account but didn't remove the flags on my credit card.

It's pretty messed up that they actually accept payment and THEN banned the account. And let me say it again, according to them, the issue was resolved. So unless I did something else wrong, and I'm pretty sure I didn't, this is a mistake on their end. Yet, I can't get a response from them.

@punker barbie If you could help me out with this I'd greatly appreciate it.

ticket#: 17834207
ticket#: 17859884
 
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Apr 21, 2020
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Update: the issue apparently is NOT resolved.

They did tell me that I could use my account again. And indeed I'm able to login with the account. But I have another account linked to this one using the same credit card. So yesterday I went to purchase tokens from this other linked account and as soon as the payment was processed, my linked account was immediately banned. And now I can't get a response from them. It's like they unbanned the first account but didn't remove the flags on my credit card.

It's pretty messed up that they actually accept payment and THEN banned the account. And let me say it again, according to them, the issue was resolved. So unless I did something else wrong, and I'm pretty sure I didn't, this is a mistake on their end. Yet, I can't get a response from them.

@punker barbie If you could help me out with this I'd greatly appreciate it.

ticket#: 17834207
ticket#: 17859884

I’m unsure what you mean by “linked accounts.” Are you saying you have two separate Chaturbate usernames and they both use the same card to purchase tokens?

Or are the usernames actually linked together somehow?
 
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Nov 12, 2017
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@brettm1987
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mrbeefy87
I’m unsure what you mean by “linked accounts.” Are you saying you have two separate Chaturbate usernames and they both use the same card to purchase tokens?

Or are the usernames actually linked together somehow?


This is a very common thing, usually for the big spenders so they can get 'around' the spending limits/transaction limits. You can only do so many per day and week.
So you may see "Smoothie1" and "Smoothie2".

It will be the same person with 2 different names, with the same linked card and also the same linked email too (that's speculation as it may use a different one, I know you can use the same email for multiple as I do, with no problems so it's an assumption that these would too for a second/alt spending account).
 
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Apr 21, 2020
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This is a very common thing, usually for the big spenders so they can get 'around' the spending limits/transaction limits. You can only do so many per day and week.
So you may see "Smoothie1" and "Smoothie2".

It will be the same person with 2 different names, with the same linked card and also the same linked email too (that's speculation as it may use a different one, I know you can use the same email for multiple as I do, with no problems so it's an assumption that these would too for a second/alt spending account).

OK yeah, I knew that much, but what threw me off was that it appeared he was saying the two accounts were linked together somehow (instead of just two individual accounts using the same email and payment info).

I probably just misunderstood.
 
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Nov 12, 2017
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@brettm1987
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OK yeah, I knew that much, but what threw me off was that it appeared he was saying the two accounts were linked together somehow (instead of just two individual accounts using the same email and payment info).

I probably just misunderstood.

I would assume that is how he meant it with the payment + email, there is (to my knowledge) no other way to link accounts.
 
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Jun 30, 2021
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I’m unsure what you mean by “linked accounts.” Are you saying you have two separate Chaturbate usernames and they both use the same card to purchase tokens?

Or are the usernames actually linked together somehow?
They are linked in that both accounts are associated to the same email and credit card. If one account is silenced in a room, the other account is also silenced in that room without ever having been there before. Likewise, if one account is kicked from a room, the other account is unable to enter as well.
 
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Apr 21, 2020
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They are linked in that both accounts are associated to the same email and credit card. If one account is silenced in a room, the other account is also silenced in that room without ever having been there before. Likewise, if one account is kicked from a room, the other account is unable to enter as well.

Interesting; I did not know CB linked silencing/banning when accounts shared those details.
 
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Nov 12, 2017
2,730
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@brettm1987
Chaturbate Username
mrbeefy87
Interesting; I did not know CB linked silencing/banning when accounts shared those details.


It's not always associated with just email, sometimes it also needs to be associated with IP too.
In the "ban" page, at the bottom it will say other silenced accounts that are associated with the email and IPs that were detected and automatically banned.
 
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Interesting; I did not know CB linked silencing/banning when accounts shared those details.
Yep, which is why it's so strange to me that I find myself in this situation. What happens to one always happens to the other. But it seems like in this case, they put some kind of flag on my credit card when the first account was banned and then once reinstated, failed to remove the flag. That is pure speculation on my part. It just doesn't make sense to me how this could happen otherwise.
 
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they put some kind of flag on my credit card when the first account was banned and then once reinstated, failed to remove the flag.
Was the support team able to confirm to you the reason your account (username) was banned?
Or in other words, was the account banned due to an issue around the credit card, or was it banned due to another matter (for example, username being reported)?
 
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Jun 30, 2021
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Was the support team able to confirm to you the reason your account (username) was banned?
Or in other words, was the account banned due to an issue around the credit card, or was it banned due to another matter (for example, username being reported)?

So the first account being banned (or suspended as they later referred to it) was ultimately my fault. Basically this is what happened: I was chatting in a room and the girl's admin told her to start using Babybot. So she turns it on and suddenly it's blocking messages from people when they say certain words like "shit" but not "fuck." And these are both words I say pretty casually. So the bot is blocking some messages and letting others through and every time it blocks one it warns you that next time you may be banned. I didn't give much thought to that. So I'm kinda testing it out, trying to see what's acceptable and what isn't. So around the sixth time it blocked a message from me, it said something like "you are now banned from chatting." And sure enough it blocked every single message after that. Now this is a room I frequent every day. The model and I are really cool and she sends me pms as soon as I get there. So it's frustrating when a bot decides to block me from public chat. So in my frustration, knowing full well that anything I wrote in public wouldn't be seen, I wrote every bad word I could think of in public chat. And during that I wrote something I should not have written. Probably less than a minute later I see, "chat disconnected" and I'm redirected to the "account banned" page.

When it first happened I didn't know what I did. I mean just assumed that because my messages weren't being shown in public that they weren't really going anywhere. But of course they are. All the bot is doing is blocking them from that room. They're still being sent to cb's servers. And I'm guessing they monitor for certain things.

So I don't think it was from another user reporting me because, nobody could see what I was writing anyways. It was pure carelessness on my part. When cb support did finally respond, they informed me what I did wrong and required me to acknowledge that I understand the rules and confirm that if it happened again, my account would be terminated from the site. And that's what i did. I confirmed and acknowledged all that they asked of me and within 10 minutes my account was back to normal with the 4000 tokens I had purchased.

So, that's why I say it seems like they flagged my card and then failed to remove the flag once the issue was resolved. I had been using the alternate account for a while just chatting with someone. It was only after I bought tokens that my second account was banned. Meanwhile the original account that was banned is operating normally. I haven't tried to purchase tokens again on that account though.

And I still haven't gotten a response from cb support for this new issue.
 
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Apr 29, 2019
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find clues in my twitter profile
Twitter Username
@DoD404
MFC Username
dod404
Chaturbate Username
dod404
But it seems like in this case, they put some kind of flag on my credit card when the first account was banned and then once reinstated, failed to remove the flag.
this can be to protect you. Figure that somebody else create an account and use your card :/ it's kind of normal that you'd have to whitelist your two accounts... considering that this way to increase your ability of buying tokens is accepted by Chaturbate (maybe there is a reason to this 4k limit)
 
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Jun 30, 2021
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this can be to protect you. Figure that somebody else create an account and use your card :/ it's kind of normal that you'd have to whitelist your two accounts... considering that this way to increase your ability of buying tokens is accepted by Chaturbate (maybe there is a reason to this 4k limit)

Both accounts have always used the same email and the same card for buying tokens. The account that is now currently banned is actually my primary account. I've had it the longest. Around 8 years I think. My spending limit on that account has been raised at least once, maybe twice. It's high enough that I haven't even come close to hitting the limit in a long time. I believe I'm limited to 15 purchases a day. At a little over 4k a pop that's around 60k tokens a day. The other account (the one that was first banned) wasn't created to subvert any spending limits. When using my main account, I frequently see people who know me. Sometimes I just wanna be unknown for a while.
 
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I don't understand what the deal is with cb support. In all my time on the site I've emailed support a handful of times. All of my previous dealings with them have gone very smoothly. They've always been very quick to respond anytime an issue came up. I don't make a habit of asking for refunds or complaining about things. And I'm pretty sure I've helped identify bugs that were causing very significant privacy concerns. I have never had an issue or question that went unanswered for days upon days. This is the first and only time I've ever not had a human response within a 24 hour period. And usually much sooner than that. But in this case, I've had 0 contact from support up to this point on my latest ticket and judging from the other threads I've read, it sounds like I might not hear anything at all.

However, this is unacceptable. They can't just accept payment and then immediately ban someone as soon as the payment goes through. That's not right. And it's not right to make people wait for days upon days without a single human response after accepting their money and then banning them. It's unbelievable to me that this is how cb is conducting business. Can you imagine if other companies did this? It's like going to buy groceries, paying for the groceries and then being escorted off the property without your groceries. If you're not going to let me have the groceries then, you shouldn't let me pay for them either. But if by chance you do let me pay for them and then deny me access to those groceries, at the very least, you have an obligation to tell me why you have decided to keep the groceries I just paid for.
 
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Apr 21, 2020
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This is the first and only time I've ever not had a human response within a 24 hour period. And usually much sooner than that. But in this case, I've had 0 contact from support up to this point on my latest ticket and judging from the other threads I've read, it sounds like I might not hear anything at all.

I have a feeling CB’s growth in both models and membership over the past couple years outpaced its ability to handle customer service requests and they’re struggling to maintain. Just a hunch.

Another issue: When a site like CB uses automation to ban accounts, but complaints have to be reviewed by a human, people get banned faster than they can correct any errors. Resulting in banned members having to wait far longer to be heard than it seemingly took for them to be banned in the first place.

I’ve been told stories by models about getting auto-banned for things as innocent as having their faces not visible for a few minutes. To a human, it would have been obvious this was a verified model just changing camera angles mid-show. But all the software could determine was there was a body on camera without a face for a couple minutes, so she got banned and lost two days of work sorting it out with CB support.
 
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Nov 12, 2017
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Twitter Username
@brettm1987
Chaturbate Username
mrbeefy87
I said this to someone last night, but to me, it kind of feels like they have started to employ new people and they are not as experienced, still learning, have no idea what is happening. And maybe even possibly lots of experienced employees have left. That, for some reason, is what I think. I have nothing to back it up but it's a speculative gut feeling.
 
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Mar 24, 2019
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The feeling I get is that they have tiered/division support. You submit your issue and it gets assigned a priority and division. If its a ban it goes to a higher tier team that has the capability of investigating all the details, something you probably don't want to give everyone access to. For example lets say you're a model and you submit your ID information and its blurry cut off or whatever and you submit it again and you get that glitch where it says that person is already verified on the account, most of the time support is quick to resolve an issue like that....but why? probably because it goes to a different area than bans like some team that only handles IDs and verification.

I mean thats just speculation based on the various response times of things but if I ran a webcam company I would certainly divide it up into divisions, the team in charge of IDs would be in some secure basement with their little separated lan and everytime they leave the office we make sure no information is being smuggled out....
Glove Penetration GIF
 
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Jun 30, 2021
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The feeling I get is that they have tiered/division support. You submit your issue and it gets assigned a priority and division. If its a ban it goes to a higher tier team that has the capability of investigating all the details, something you probably don't want to give everyone access to. For example lets say you're a model and you submit your ID information and its blurry cut off or whatever and you submit it again and you get that glitch where it says that person is already verified on the account, most of the time support is quick to resolve an issue like that....but why? probably because it goes to a different area than bans like some team that only handles IDs and verification.

I mean thats just speculation based on the various response times of things but if I ran a webcam company I would certainly divide it up into divisions, the team in charge of IDs would be in some secure basement with their little separated lan and everytime they leave the office we make sure no information is being smuggled out....

You're probably correct about having different divisions for certain issues. And I understand that some things take longer to sort out than others. But would it kill them to have an actual human write something like, "Dear [name], we are aware of the situation and are looking it. Please be patient as we investigate the matter. Someone from our team will be in touch within [timeframe]."

But to hear nothing is just... not cool.
 
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Dec 4, 2020
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So the user accounts have been unblocked, and the outstanding issue is that you can't use the credit card registered against those user names to buy more tokens?
From what you wrote above, you acknowledge the reason the usernames were blocked was due to writing certain words in chat, so if the block on the credit card was as a direct result of the usernames linked to it being banned, then a reversal of the ban *should* also trigger the hold on the cc being reversed. It's in CB's interest to do this asap so you go on spending there.....
Have you checked with your card provider that the card was not temporarily blocked at their end, perhaps after notification from CB's payment processing partner?
 
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Jun 27, 2017
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Update: All accounts have been unblocked. Haven't tried to buy tokens yet but, hopefully this issue is now fully resolved.

You probably should not say that until you can successfully buy tokens with the same card again.

CB support has always been bad, but in the last year it has become horrific. This is the first year where I have informational requests that just go unanswered...forever. The entire "What's New" page of ACF has become a nonstop stream of unanswered questions to CB support.

I get the feeling that CB is owned and run by people who are deeply paranoid and who view every interaction with a member as a potential risk for CB. You can see that by the fact that they never provide the name of any person who responds to a support request. You can see that by the lack of a problem tracking system You can see that by the fact that new support people handle a long-standing support thread and completely mangle the facts. You can see that by the inability to specify their own rules clearly and the inability to give directions to people about how to modify behavior to avoid bans.

I think all you can do is be nice, keep a low profile, and try to stay out of controversy. When you get caught up in something like you describe, it is always going to be hell getting out of their defective service loop.
 
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