“Zero Tolerance” means that we have a procedure, teams, and policies to cover our reactions to hacking. It also means that anyone suspected or accused of being a hacker will be put through that process and will be treated fairly without fear or favor. It involves investigation, evidence gathering, and an extensive review process. While it may not be quick, it is fair, and also involves the possibility of appeal. Any player may appeal their ban one time and have their case reviewed. In some cases we may find that there are special circumstances or insufficient evidence by our own standards (not the community’s) to ban them, in which case their account may be reinstated. This doesn’t violate the “Zero Tolerance” policy; it’s an essential check on it.
The unfortunate thing from a player’s perspective is that they’ll often see the end results of this decision without seeing the intervening steps. While we aim for transparency, many of these decision making steps must remain confidential to protect the privacy of all players.
What I must emphasize is that players cannot become vigilantes. Put simply, two wrongs do not make a right. If you’re offering NX bounties, you’re not harming hackers; you’re just encouraging false accusations that corrode the community. We have a very capable team of GMs who work day and night to track fraud and shut down hackers. If you want to truly help the community and shut down hackers, then help us by reporting everything you see, but please let us take care of the rest. "