I certainly agree with you on this. Unless there were special circumstances that dealt with this case. Or there was a policy shift and as players we weren’t informed.
Of course we don’t need to be informed of every internal policy shift. But I would of suspected something like this would of been announced.
The official policy has always been “restorations are not guaranteed”. They do what they can, but sometimes for various reasons the account can’t be restored. Could be the age of the compromise, could be circumstances around the compromise, could be a policy change/software change. Could be related to how accounts function now with Warbands. Who knows?
They also don’t promise you get your account back after a compromise. There are times where it happens often enough, and Blizzard will not unlock the account again.
Hopefully they at least could provide a care package to get the account playing again. That has always been the fall back if they can’t or won’t do a full restoration for some reason.
Was going to say something similar.
Technically, restorations aren’t part of the recovery policy. They are at best more like courtesies.
Why in this case a full restoration isn’t being given, it could be for any number of reasons. (Mira gave a hand full of possibilities above.)
But it can’t hurt to ask!
FYI - It was my first breach in 19 years, so not something I normally do. Also the most important thing I cant get back is obviously all my gold I lost, that hurts heaps. I realized withing 2 minutes what happened but was too late to save my account. I even reported to Blizzard that I had a new person on my battle account hat joined on the day of the compromise into my friends lists. Where that person is still on my list active 2 days ago lol. Also I am not trying to say I did not contribute, I should off been more weary of the whisper I got rather then just trust it.
The problem al;so is that is in the account restoration it does not return everything you had in the mail. like 3k of mails sitting from the last 2 weeks or the gold you had on each character. I also get I am just one person out of millions. Its a shame I just got thrown into the category i was sharing. 
Problem with mail is that it was never ment for extra bank storage and it has a very small window of recovery.
Also I ma being fully transparent as there was no like something going on in the back ground I am not sharing here. I do have screen shots of the whisper I got and when they took over my account when I went to investigate it. I am kicking myself as I just finished streaming after 10 hrs. Like my journey is documented on YT how I am going each week so probably that made me a target more so then others. . They managed to log into all my characters to take all my gold and few bits and pieces. Also I am not asking for a free pass at all but just sometimes look at a scenario a bit more to see if there is a once off situation that happened and as a good will gesture compromise. Not sure how to explain it though. I am grateful I got my account back please understand.
I agree, I just left it in there to be able to see how i went over 2 week period and was going to go through it on the Sunday, like 12 hrs form the time I got done. Even That I could live without If I got half my currency back :(< its just depressing to see your hard work gone.
It seems they received an answer already, we would all like to think that a GM can recover everything lost, but that is not always possible. No restoration, as noted, is not guaranteed.
But yes, account security is ultimately the end users responsibility. Adding SMS protect and 2 form authentication is important, which was noted in the reply.
I’m not sure opening more tickets in this case would help to be honest.
I am sorry Pooh, but Blizzard has made clear for 20 years, that Account Security IS the responsibility of the account holder. Period. Always has been, always will be. If we players mess up, Blizzard will try to fix it, but that has never been guaranteed.
Reminding someone of the long standing policy is not “victim blaming”. They were not personally blaming them, the GM was reminding them of the longstanding policies. They did what they could within the circumstances and policy. The person did get their account access back - which is also not guaranteed.
From the EULA
Please take a few moments to review Blizzard’s Account Security information here. You must maintain the confidentiality of the Login Information,
as you are responsible for all uses of the Login Information and the Account
, including purchases, whether or not authorized by you. If you become aware of or reasonably suspect any breach of security, including without limitation any loss, theft, or unauthorized disclosure of the Login Information, you must immediately notify Blizzard through https://us.battle.net/support/en/.
- Compromised Accounts
Third-party User Interface addons are very popular in World of Warcraft. We are not responsible for damage that may occur from third-party addons.
Regaining Control of a Compromised Account
If you believe your account has been compromised, take the following steps:
- Reset your password
- Run a virus scan
- Change the password for your Blizzard email address
We disable access to compromised accounts while we investigate. Once we are confident that account access has been restored to the registered user—and only the registered user—we will reenable access to the account.
While we will attempt to restore any items and gold missing from the account, we cannot guarantee that lost items or gold will be reimbursed.
Only you are allowed to access an account registered in your name. We don’t recognize the transfer of accounts between individuals. Activities performed on your account are your liability.
You may not share your account or password with anyone, except if you are a parent or guardian, in which case you may permit one minor child to use your account. You may not use your account at the same time, and you are liable for activities conducted by the minor child.
You are responsible for maintaining the confidentiality and the use of your user name and password. You are responsible for all uses of your information, even if you don’t authorize them.
I just want to also point this out, if a Game Master tells the person to stop, it means to actually stop, as GM Harassment can have more severe consequences. As Kozzae said though, submitting more tickets doesn’t always help, because there is no guarantee that things will be restored to the person if their account got hacked, especially when talking on an extremely large sum of gold as well.