I. Introduction

The text below provides a structured list of rules. This does not replace what you should know from the Terms of Service, which every user has agreed upon during account creation. This list of rules is either common or frequent violations of the Terms of Service that players need to be aware of. Included in the list is a brief description of common punishments for the associated violation, as well as other pertinent information. You may also refer to Rappelz FAQ for further reference.

Be notified that consequences may vary from what the list has stated. It can be subject to occurrences. Any of these violations should be reported via e-mail to service@rappelz.com.ph immediately. Also, please e-mail if you have any concerns about issues not directly addressed in this list, or need further clarification on issues that are addressed.


II. Rules

Violation Description Frequency
1st offense 2nd offense 3rd offense and more
Illegal Trades Illegal trading is when a player sells or buys in-game items or Eaglegame accounts for real money, items in other games, Eagle points or other items that are not part of the game. Illegal trading is not honored as a valid excuse/reason for the acquisition of items. If the item was reported missing, the account will be held liable for account hacking. If the item is illegal, the account will be blocked accordingly. Eaglegame will not entertain reports and calls about illegal transactions. Chat Ban [1 Day] Ban [3 Days] Ban [10 Days]
Account Hacking / Swindling / Scamming Accessing another player’s account to take items, delete the character, alter stats, or obtain personal information about the player or about the player himself.
Attempting to hack other player by asking for its username and password.
* Primary Hacker – Account or accounts which the hacker owns or uses.
* Hacked Item Recipient – Accounts that receive items obtained through account theft
* Dummy/Storage accounts – Accounts created for the purpose of hiding, storing, passing or selling stolen items on the market.
Victims: When account player has been hacked there is a possibility that the said account may be suspended not until reformated, the keylogger is removed or the password is changed.
Account involved in unauthorized transaction with Paypal or Sales Representatives as well as the accounts who benefited from the transaction will be punished.		 Ban [Permanent] Ban [Permanent] Ban [Permanent]
* Scamming - Pretending to provide a taming service, but after getting the pet card, the player runs away with the card. Ban [10 Days] Ban [Permanent]
Game Hacking / Unfair Play / Macro Bots Third party programs are programs that are used in order to change or modify the Eaglegame client. This includes wall hacks, tapping hacks, speed hacks, duplicating programs, bots, key loggers (any form) and trainers that may edit game modifiers or character stats. It is illegal to advertise or distribute any third party programs inside and outside the game, as well as advertising fake websites. Ban [Permanent]    
Third party programs that enable players to dual login in a single computer. Ban [3 Days] Ban [10 Days] Ban [Permanent]
Account Phishing / GM Impersonation Impersonation occurs when a user pretends to be an Eaglegame employee. Imitating the name of a former or current GM or Eaglegame employee is a form of impersonation as well as imitating the GM Guild. This is a form of scamming and will not be tolerated. Even if the character is not used in any scamming incidents, the potential of which warrants the penalty.
Impersonation of any Eaglegame Staff to commit fraud or theft will be punished.
Any form of GM or Admin Impersonations will never be tolerated.
Sending an email claiming to be from Eaglegame Int’l Ltd. Or as its subsidiaries in order to steal information to commit fraud or theft (phishing)
* Player Impersonation - Imitating the name of a player to scam other players is a form of impersonation. This is a form of scamming and will not be tolerated.
* Guild Impersonation - Imitating the name of a guild to scam other players is a form of impersonation. This is a form of scamming and will not be tolerated.		 Ban [3 Days] Ban [10 Days] Ban [Permanent]
Vulgarity and Profanity The use of unacceptable, abusive, racist, defamatory, obscene language in-game. Use of language with sexual undertones in the message context. Chat Ban [1 Day] Chat Ban [3 Days] Ban [Permanent]
Posting other players' personal information or advertising malicious or sexually-related links or sites.
Harassment Harassing, threatening, or causing unwanted attention to other players. Chat Ban [1 Day] Chat Ban [3 Days] Ban [Permanent]
Flooding or excessive use repeated and meaningless messages in the common and private chat.

Grieving, a case will only be considered grieving if all of the following are met:
- Victim did not provoke them
- Victim did not PK back
- Victim did not curse them
- Victim did his best to avoid them

Screenshots and/or videos are needed to support this case.
If a victim has three (3) valid reports against a player in a single week, punishment will be automatically given.

 Ban [3 Days] Ban [10 Days]
Event Disruption Game Masters run different events and those players causing delay to a particular event by harassing event hosts and participants will be subject to penalties. Ban [3 Days] Ban [10 Days] Ban [Permanent]
Butting-in on events causing unwanted attention even w2ithout proper event requirement will be subject to penaltie
Spread of False information Spreading of false information with regards to the game, the company, its employees and other players are subject to penalties. Ban [3 Days] Ban [10 Days] Ban [Permanent]
This will only do more harm than good to the person(s) involved. If there are any reports about any violation or anything that doesn’t have a valid or concrete proof, it is best to private message the concerned parties first. If this concerns game violations, you could private message the Game Masters instead. Let's be more civilized in posting.
Bug Abuse It is inevitable to encounter bugs or glitches in all games. Players who discover any bugs or glitches in game should report the situation to the Game Masters immediately. Players will be penalized if they are found to be making use of the bug/glitch for their own interest, regardless if the course of action may or may not lead to an unfair advantage in game play over other players. Ban [3 Days] Ban [10 Days] Ban [Permanent]
Harassing Game Masters and/or other Eaglegame Employees Harassment of Game Masters or other Eaglegame employees such as CSR is a punishable offense. Game Masters will issue only 1 verbal or written warning before issuing penalties to the offending party. Chat Ban [1 Day] Ban [3 Days] 7 day ban
False Reporting Reporting false information such as presenting yourself as a hack victim to profit from this action is illegal. This also applies to giving false information about others players to get them into trouble or continuously accusing other players of non-factual information. Ban [10 Days] Ban [Permanent] -
Inappropriate Names a. Inaapropriate choice of character and guild name will forfeit your right to choose a name. Warning [In-Game] Ban [3 Days] Ban [10 Days]
b. Inappropriate use of pet name will cause your pet level to go back to Level 1.


DISCLAIMER

Regardless of the time of the violation, the current revisions will take effect. Every violation will be subjected to the current penalties and cannot be appealed. Eaglegame has the right to refuse access to confidential data unless required by law. Eaglegame has the right to amend any rule or any penalty, at any time, as needed be.

PK and Harassment Issues

Players need to accept that PK is a function in the game. Now what constitutes to the right of you as a player making a complaint on a PK and Harassment issue?

Starting February 1, 2012 Rappelz Team will be strictly implementing the restrictions below. IGNORANCE IS NOT AN EXCUSE!

PK Rules

The specific PK harassment rules are:

Portal PKing

We do not condone the killing of players near dungeon entrances. Even more so, we will not tolerate players who take advantage of these areas to kill others as they warp into, or out of, a dungeon.


Offenders
Don't let accidents happen. Turn PK OFF when near a dungeon entrance. We will not excuse players who 'accidentally' killed someone.


Victims
Don't lie. If you were not PK'd while loading at a dungeon entrance, don't try to get the player in trouble by claiming you did. We will know & you could be punished for e-mailing us a false report.

All portals inside Palmir Dungeon are fair game, except for the entrance portal. We will not punish players for PKing others near the 33 other portals.


Restricted PK on the dungeons below:

  • Relics of Arid Moonlight 1
  • Relics of Arid Moonlight 2
  • First Lost Mines
  • Second Lost Mines
  • First Crystal Valley
  • Second Crystal Valley
  • The Shrine of Palmir Plateau 1
  • The Shrine of Palmir Plateau 2

Restrictions:

  • All players who are level 120 and below cannot PK anyone inside the dungeons mentioned above for any reason.
  • All players of any level with pets that are level 120 and above cannot PK anyone inside the dungeons mentioned above for any reason.
Frequency
1st Offense 2nd Offense 3rd Offense
Ban [3 Day] Ban [5 Days] Ban [10 Days]


Stalking a Player:

  • Stalking a player to kill him repeatedly is considered harassment.
  • Killing a player while he is warping into a dungeon and unable to defend himself is considered harassment.


There is not a "kill threshold" after which killing a player again would qualify you for harassment. Number of deaths in a span of time is a consideration, but so is intent and result. If it is clear that you are killing a player repeatedly with the intent of ruining his play experience then you will be punished.
If we cannot prove that you were intentionally doing this but the PKs resulted in a situation where the player was unable to continue playing, you will be punished.


Important Notes:
"Kill On Sight" lists are allowed. If someone kills you every time they see you but makes no special effort to stalk you then it is not considered harassment. This includes guild-wide KOS lists.


Claiming Spot
If a player "claims" a spot and does not allow you to play in that spot, we will not interfere unless there is no equivalent area for your level. The exception is if a player tries to claim it on a long-term basis. Defending a farming area for a few hours is fine. If you pick the Laksy blue pixie field as your guild's "turf" permanently then you will be reprimanded.

If you "camp" an owned low level dungeon and kill everyone who enters for an extended period of time it is considered harassment against the owning guild. If for some reason you want to cut off access to your own guild's dungeon then we won't interfere unless there are circumstances which prevent access to the other copy of the dungeon as well.


PKing Repeatedly and Chat Harassment
Preventing players from experiencing game content appropriate to their level (e.g. killing all players who approach Gray Bridge) is not allowed.
If a player doesn't stalk you or repeatedly PK you but does PK you as part of an on-going harassment pattern, you should still report that player for harassment. Many players seem to think that PK harassment is the only type of harassment there is, but we enforce far more penalties due to chat harassment than PK harassment. Make sure you take screenshots of any harassing dialogue and send them to us. We will punish players for any harassment that is reported to us, but you need to report it.


Training Mobs in Dungeon
Pulling monsters to another player or group with the intent to cause the monsters to attack that group is called "training" and is considered harassment. Crowd controlling a group's healer or otherwise compromising a group's ability to fight monsters specifically so that they are killed by monsters and lose XP from death is also considered harassment. If either of these occurrences happens to you, make sure you take screenshots or video of the act in progress so that we can prove that the incident occurred.


Dungeon Siege PKing
Also note that any PK with the purpose or result of preventing players from participating in a dungeon siege is strictly prohibited.

Frequency
1st Offense 2nd Offense 3rd Offense 4th Offense 5th Offense
Ban [3 Days] Ban [10 Days] Ban [20 Days] Ban [30 Days] Ban Permanently

It can be considered harassment as long as the victim:

  • Did not provoke them
  • Did not PK back
  • Did not turn PK mode ON
  • Did not curse them
  • Did his best to avoid the offender


PK Taming
Players are not allowed to PK players more than once in a single day if they are taming T1 to T5 pets.

  1. FOR REPORTERS:
    To have a valid report you must:
    • Report the harassment within 24 hours.
    • Be killed 3 – 5 times on the same location by the same violator.
    • 1 scenario from all the reporters will be considered as 1 valid report.
    • Take a screenshot or video of the said incident showing the violator on screen.
    • It can be considered harassment as long as you:
      • Did not provoke them
      • Did not PK back
      • Did not turn PK mode ON
      • Did not curse them
      • Did his best to avoid the offender
  2. FOR PK VIOLATORS:
    • PK ON vs PK OFF:
      • PK ON will be punished.
    • PK ON vs PK ON:
      • We will not interfere.
    • Your 1st PK must have an interval of 3 hours before you can PK again.
    • If you PK other players 3 times within the interval of 3hours, it will be considered as PK HARASSMENT.
    • For you to be free on the complaint, you must also have your counter valid proof against the reporter.

Making an Official Complaint

Firstly, take note of the date and time of the incident. Secondly, take note of players and PKers including guild name involved. Thirdly, take valid screenshots showing proof as well as chat dialogue.


To GM,

I would like to make an official complaint on the following incident relating to a PK or Harassment issue on the __date__ at __time__.

[Brief description of the incident]

Ex.
My friends and I am unable to enter into ToA dungeon because of these PKers/this guild (state names/guild) constantly PKing me as I enter into Veiled island via the teleporter. Even when we manage to run past them, they enter into ToA dungeon and PK us there. My friends and I are unable to level up and access new game content and these people disrupt our gaming experience.

[Provide screenshots]
Attached in this email are the screenshots of the incident.

Thank you for your assistance.

From,
Your in-game name/guild


Important things to note:


Important Notes:

  • Keep in mind that frequently the punishment for a first-time offense is either a warning or a temporary ban.
  • If your harasser harasses you again, you need to report it to us again so that we can take further action.
  • If you are harassed and do not report it to us then we cannot help you.

Accounts Security

Account Information Change

You may now directly send your request to security@eaglegame.net using your registered email address. This is for security purposes and to avoid hacking issues.


If any reasons that you can’t use your registered email address, you may send your scanned ID or at least 3 top up card serial used in your account. If you cannot provide any of these information, then we cannot grant your request.


Email request must consist the following information:


Current Account Information

  • Account ID:
  • Character Name:
  • Full Name:
  • Birth Date:
  • Email Address:
  • Mobile Number:
  • Secret Answer (optional)
  • Secret Question (optional)

New Account Information

  • Account ID:
  • Character Name:
  • Full Name:
  • Birth Date:
  • Email Address:
  • Mobile Number:
  • Secret Answer (optional)
  • Secret Question (optional)

Shared / Joint Accounts

EagleGame is not responsible if a shared / joint account encounters a problem in transactions that involves cash/items. The company cannot provide support or take responsibility for the damage received by customers with such accounts.

Hack Cases

Always remember that your account is your responsibility. You must be responsible enough to protect your account against such hack cases. Please read the Hack Prevention Guides below and familiarize yourself with the different methods of hacking

Hacking

  • Shared / Joint ownership of accounts
    As a mean to quickly level up a character, users create a shared / joint account. The other person may suddenly change the password of the account after he/she has deleted a character. Things clearly become more complicated when having a joint account because you don't have the sole ownership of the account.
  • Exchanging of Accounts
    After users inside the game have exchanged other people accounts, and in case the motive of the exchange was hacking, the accounts used will be disconnected instantly after being verified of hacking. Sometimes these hackers assume a false name. EagleGame has the access to find out the information of accounts and all transactions that occur. The users must keep in mind that GMs WILL NEVER ASK FOR YOUR PASSWORD.
  • Exposure of Password
    Be responsible in protecting your password. Never share your passwords to your friends, relatives and others. Account Information must always be kept confidential. Revealing your password might lead to hacking- items and characters lost. You must always pay attention to anyone that might hack your accounts so be extra careful and vigilant.
  • Hacking Tool
    A lot of hacking programs have sprouted in the net. These devices will enter your PC discreetly and these hacking tools can be obtained by visiting certain sites with viruses. When your PC has a weak security and anti-virus system, the hacking program will enter and embed itself in your Active X. Once established, the one who sent you that hacking tool will be able to see your personal information and passwords in your PC.

Hack Prevention

Hacking Compensation

  • Users will only be given 1 week to report their hack cases. Reports of hacking after the 1 week grace period will not be entertained.
  • Returning the exact characteristics/attributes of the items hacked is impossible. Other compensation will be implemented. The compensation shall be determined by EagleGame in its sole and absolute discretion.

    First incident:
    • Only a maximum of 3 valuable items requested by the victim can be returned.

    Second Incident:
    • If the returned item will again be involved in the hacking/scamming issues,
      • Hacked weapons / armors will be downgraded to +0
      • Hacked pets will be returned to their owners at level 1.


If the investigation on a hacked account is proven false, or has not met the condition of the operation policy, the company won't give any compensation to the customer

Scamming

  • "Scamming" is a term used for intentionally deceiving another character/user for personal profit. This act violates fair play and violates the game's operation policies and laws. Anyone caught scamming will be sanctioned accordingly
  • When trading items with other users, be careful of those users that will place gold amounts lower than the required amount. Always be vigilant and careful when trading with others
  • Anyone caught impersonating a specific character or GM for personal profit will be sanctioned accordingly
  • Placing an incorrect price in the Auto Trade name that's different from the actual price to deceive other players and selling different items from the actual items in the auto trade will be regarded as "scamming" by EagleGame
  • EagleGame is advising everyone to be extra careful in all transactions to prevent incidence of scamming

Abusive User / Watchlist

  • The account is considered part of the watchlist when, at the game or in the website, the user utters curses to others/violates rules of conduct or destroy the credibility of the game by abusing system bugs.
  • Above all, customers must create a game culture that is healthy and enjoyable to all. Customers, who destroy the gaming environment as whole or part of a group, will be given a corresponding penalty.
  • EagleGame will decide whether the account is considered part of the watchlist.
    • EagleGame will be looking at the personal information of the user like Nationality, Religion, Country, Location, Gender and educational background while investigating the reason behind unacceptable conducts like cursing or insulting other people
    • Anyone will be able to continue to play the game by simply following the rules of conduct of the game.
    • GM or any one related to them that assumes a false name and causes damage to others
    • Actions below will make a user included in the “Watchlist”.
      • Selling gold/items to other accounts
      • Using macro programs that destroys the credibility of the game
      • Playing the game for the purpose of selling items for real cash
      • Abusing of system/bug, using hack client programs and the use of other hacking programs
      • Character names that contains words or ideas inappropriate for the game
      • Spreading rumors about the company / GMs that damages the credibility of the company / GMs.

HOW TO REPORT

Got Scammed? Got Hacked?
Here’s how to send a report!


Send the complete and needed information and any other details that may help us in our investigation to out TICKET SYSTEM:

Account ID:
Registered Email Address:
Full Name:
Birth date:
Contact Number:
Address:
Secret Question:
Secret Answer:
Hacked or Scammed Items:
Date and Time of Incident:
Screenshot: (if available)


NOTE:
EagleGame may not entertain any reports with insufficient account information and hack/scam incident details.

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