Got banned apparently because I was a bot (got over 1000 hours in the game), this is what customer service told me. They advise me to tell the admins who will review my ban that i was caught in the "bot wave ban" (the bots farming for gold) and the ban will be lifted. I provided the information require, they confirmed that the ban was "correct", then another admin review it and confirmed again. I think it's pretty easy to check if the ban is correct or not, from the logs, if the admins would actually do that, not just copy paste some messages. From what I saw on the forums, I wasn't the only one. So... if you invest to many hours, be prepared for random bans....