A gamer lost all access to their $40K Xbox library due to a ban they claim they weren't guilty of

A long-time Xbox user has sparked discussion across gaming communities after sharing their experience of being permanently banned from the platform under weird circumstances: the individual, a loyal Xbox player since 2007, claimed to have invested over $40,000 on more than 600 games—only to have their access to all digital purchases revoked.

The ban happened during a recent Call of Duty: Black Ops 1 game, where a random player in the online lobby activated a mod menu that unlocked achievements for everyone present. The user states they did not participate in the modding but were banned the following day for violating Xbox’s community guidelines.

Here’s what happened: I’m playing Black Ops 1 the other night, and some random guy in the lobby uses a mod menu that unlocks achievements for everyone in the lobby. I didn’t do anything, but suddenly a day later I get a message saying I’ve been banned for breaking community guidelines. Now, I’ve been playing Xbox for years with a perfect account—no violations, no strikes, nothing. I’ve literally never cheated in my life. But Microsoft punishes me for something I didn’t even do.

Adding to the frustration, the user’s appeal was allegedly denied within minutes without the opportunity to explain the situation entirely. The ban notice reportedly cited “No details given,” leaving the user with no clear explanation for the penalty.

The user also said explaining the situation to Microsoft was impossible, alleging a lack of direct contact options or responsive support from the Redmond-based tech giant. They expressed their concerns about the risks associated with digital ownership, urging fellow gamers to think carefully about their purchases.

To make matters worse, there’s no way to escalate or contact anyone directly. I tried everything, and Microsoft just ignores me. So basically, if you’re unlucky enough to be in the wrong lobby or even get caught by a stray bullet like I did, they can take everything you’ve ever bought without any explanation or recourse.

However, in a last update, the Xbox gamer says they managed to access their library, as Microsoft lifted the ban after finally getting in touch with the company. Despite the resolution, the case has prompted broader questions about digital content ownership and platform accountability.

What to do in such a case? If you face a similar situation, the best solution is to get in touch with Xbox’s customer support and explain the situation as thoroughly as possible. Provide evidence of the problem and the necessary information about your account, Game Pass, or library information, emphasizing specific data such as when the ban happened.

You can also try to ask for advice from the recently added Copilot for Gaming. The AI will then guide you through the issue and will offer you ways to contact Xbox, or Microsoft.