I feel that I should let people know that there's a high probability of them getting banned for no reason playing this game. There are so many people banned this reason. For 1 thing I'm sure of, that is I'm innocent. Having the capability of earning in-game currency and not being able to trade it within the game (because you might get banned), is a bad idea.
I'm not sure if other companies will give a proper investigation, but from what I've seen, for Snail Games, it seems to be a sloppy copy and paste generic reply, which doesn't tell you any investigation, whichever transactions done violated the rules.

Also, there were people that submitted the tickets at a later date, and got unfrozen earlier (1 of them bought lots of gold from snail, unfrozen within 1 day).

I played this game from the start of the server, already crafting Jade equipments and at 3rd inner level 26 (before freeze).
Just very upset that so much effort spent is wasted because the poor company management or staffs. Yeah, I'm pissed. If you spent lots of effort in a game, then you get banned for something you have not done, would you not be angry and pissed? It just felt like they accused you of murder, come up with some false "evidence" that you don't even see, then gives you a death sentence. Nothing much we can do but complain probably?

Now I've moved on to Neverwinter Online already, just a heads-up for everyone.