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I've contacted support so many times over this issue and they send back a blanket message that I need to look at the terms of service. We have a family, a household that's all on the same internet. One child got banned for something and then all the sudden my other son's account was banned as well. There's no connection to their accounts other than sharing that IP address. No one at Roblox with acknowledge this and it's obvious that these few employees they have are just selecting from a drop down box what they feel like responding with. You'd think a multi million dollar company would remember where they came from, but sadly they just pushed to AI bots to "help" their customers. I hope someone builds a better game for the kids and gets a customer service group that really cares about the players and families... you know.. where the money comes from.
Recommendation: Do not play this game if you value any of the money you invest into it. Roblox can pull your card anytime and ban you without reason.
Our entire family Roblox accounts have all been deleted as of 7:14 Mar 9 2025. We have two IP addresses as we have two houses. Grandparents house and next door family with 8 children plus one adult Grandma account so she can play with the kids. We have sent a request for the offending action and or proof of the infraction.
As for the monies lost, We view that any money spent is "pay to play" for playing the games online.
It will be telling how Roblox responds. Since they are a publically traded company we're not sure if they even care about losing $$ it will simply appear that they are doing a good job of banning offenders.
Our grandkids are good children and if Roblox cannot defend their decision then they will be banned from our money.