My smurfing ban was a false positive due to PC club HWID – need help for manual review

Hello r/FACEITcom community and FACEIT staff,

My account: egorkamen
Ban reason: Permanent ban for Smurfing
Ban date: 5 September

I am writing here because my support ticket was closed with a final decision, and I have no other way to ask for a human review of my case.

The problem:
I received a permanent ban for smurfing, but I am not a smurf. I play CS2 mostly from computer/PC clubs because my home PC does not meet FACEIT AC security requirements (TPM 2.0, Secure Boot, etc.).

In PC clubs, many different people play on the same hardware. Because of that, FACEIT AC may have flagged the shared HWID as multiple accounts and incorrectly identified it as smurfing. I am not trying to bypass FACEIT rules or use multiple accounts for smurfing.

What I’ve tried:
I contacted FACEIT support and explained the situation, but the final response was that the decision stands and the ban will not be removed. They closed the ticket.

What I am asking for:
I kindly ask you to manually review my case and check the HWID/activity data, not just the automatic system decision. I am ready to provide all the evidence I have.

Evidence I can provide:
- Receipts or screenshots of PC club bookings
- Club name and address
- Dates and times of my sessions
- Screenshots of my account
- Any other information you need

Please escalate this to a senior specialist or community manager who can look at the HWID data. If the ban was caused by a false positive on shared PC club hardware, please remove it.

Thank you for your time and help.