Account closure

Hi I am at a loss 

My son’s main account that he has had for 3 years was suddenly closed last week due to violation of ‘fair play’. This has never happen before. When we got the email from chess.com , we decided to go through the appeal  process because we are sure my son didn’t cheat. 
The second day his alt account got suddenly closed due to ‘community guidelines’. This time with no email explanation. Contacted support but no one was there to tell us what community guidelines were breached. 
so in order for him to continue to play we created a new account for chess lessons. He only played 3 maybe four games. Today this new account was again closed for community guideline violations. This time also no email was sent to us.  I spent hours trying to get support but all they have is bots not very helpful. 
I am at a complete loss right now. What should I do?

I'm sorry to hear about the issues your son is facing. If your son's account got closed for fair play and you know he didn't cheat than something must be wrong, mind sharing the username of the account?

Thank you very much. 
His ID is greeno_horse.

I tried contacting support. They only have bots responding. It’s very frustrating. I was told that it will be up to 7 days before someone handles the issue.

The account closed is also a paid diamond account.

Thanks, I looked at the account and honestly nothing about it looked sketchy but that's just my observation. Sorry I couldn't help you more but it seems as if this is a problem between you and support. Best of luck to you and your son.

Thanks! Do you know what is the best way to get to real human support? 
I appealed because I didn’t want my son to think that people can randomly accuse him of cheating. He has uscf rating of 1770, and his chess.com account was around 1900, it came down from 2000. I don’t know why AI is identifying him as cheating. Completely lost.

https://support.chess.com/en/articles/8737050-contact-us

I keep getting this.

There is no option to wait. Am I doing it wrong?
my nine year old is so upset right now. And I can’t explain to him why he is punished for doing Nothing. 

As for the second account and third account closure, from what I have heard, I can speculate that they were closed because when you are once banned for fair play, in order to get the second chance account, you have to admit to what you have done. Only then you get another account after being banned for cheating.

But, I can't guarantee that this is the reason for those subsequent closures.

So if he didn't do it, he should probably wait for the outcome of the appeal, as they will probably keep closing the accounts he opens.

Ok your explanation makes sense. 
he is enrolled in weekly chess lesson that he is required to play online with his coach and other students. That’s why I had to get him a new account. 
The appeal has been submitted about a week. I hope they can get to it soon. 
This is very frustrating to deal with.

I understand and hope the matter is resolved as soon as possible.

Post #6..... " It’s very frustrating. I was told that it will be up to 7 days before someone handles the issue". That means Trump will be President before your son gets his account back.

Any idea how long do they need to review appeals? I know That’s not even funny.

No idea,....I'm not very good at playing chess so I never got involved in that. I'm much better at getting muted. The good thing you've got going for you is that your son is a paying $$ member.

@greeno_horse

Check out this #chess forum: what happened to greeno_horse?? - https://www.chess.com/forum/view/general/what-happened-to-greeno-horse via @chesscom

https://www.chess.com/forum/view/general/what-happened-to-greeno-horse

Here's the forum with a clickable link

I think it's best to just wait for the response. Chess.com support doesn't just 'ignore' a message, and someone will reply it for sure. When I asked Chess.com support about something, it took 2 weeks for them to respond.