Appeal of Sugo Ban Due to a System Error and Request for a Human Review

I am filing this complaint against Sugo due to the irregular banning of my main account and the total restriction of access applied to my devices and to my home internet network (IP), even though I always used the platform in good faith and in accordance with the rules. My main account has the following details: account ID 252510***, phone number +55 11 94580‑3*** and email address debym***@gmail.com. I have always used the application respecting the Community Guidelines, without sending pornographic or inappropriate content and without carrying out any fraudulent activity. My main account has always been used properly and with honest behavior. The reason alleged for the ban was the existence of more than eight active profiles on the same phone. However, this situation was not created in bad faith, but rather by technical errors of the platform itself and by the contradictory guidance provided by Sugo support. After suffering an initial unjustified block, I tried to regain access to my main account and was prevented from doing so. When I contacted the support team, I was clearly instructed to create a new profile. Following this orientation, I tried to register new accounts, but the app constantly showed the “restricted access” error. Whenever this happened, I deleted the account with an error and tried again, exactly as I had been guided. This instability loop, caused by the platform itself, artificially increased the number of login and profile creation attempts and led the algorithm to classify me as “high risk”, even though I was only following the instructions received from support. In addition to banning my main account, Sugo applied a very disproportionate sanction by blocking my device (hardware / Device ID) and my residential IP. The affected device is a POCO X6 Pro 5G, serial number 52788/X4RD00182. The IPs and connection data that appear to be restricted are: fe80::28f7:10ff:feb9:7072, 192.168.1.134, 2804:868:d062:dcb0:28f7:10ff:feb9:7072, 2804:868:d062:dcb0:5b2d:fef1:acf2:e06a and my home wi‑fi IP 170.79.209.73. Even after purchasing a new cell phone, I remain unable to use the app in my own home network, as if I were definitively banned at the internet connection level. This type of measure prevents me from accessing the contracted service and abusively blocks any legitimate attempt to create a new account, despite the fact that the situation originated from a system failure and from the orientation provided by the company itself. Because of all this, I request a detailed and human review of the history of interactions and logs of account creation and deletion, in order to verify that there was no intention to violate the rules and that the excessive number of attempts resulted from the platform’s instability and from support guidance. I also request the immediate restoration of my main account and the complete removal of any IP and device restrictions applied to me, including the blocks related to the device and IPs mentioned above. If the company does not restore my original account, I at least expect the full withdrawal of IP and hardware blocks so that I can create a new, definitive and regular profile, without the negative impact of past system errors. I await a fast and effective response from Sugo, so that this situation can be resolved without the need to escalate it to consumer protection bodies or take legal measures for undue blocking of service. My contact details are: Débora Teles del V*** N***, email address debym***@gmail.com, phone number +55 11 94580‑3***.