Account Ban???

Hello there 
I've been playing on your server recently with my children and my son's account was banned this afternoon, I asked him what happened and he said he was stuck in the ground? then he was logged off. Can you please restore the account, we were so close to doing Wailing Caverns as a family!! His shaman's name was Metalox. Thank you for your time!

I've been playing on your server recently with my children and my son's account was banned this afternoon, I asked him what happened and he said he was stuck in the ground? then he was logged off. Can you please restore the account, we were so close to doing Wailing Caverns as a family!! His shaman's name was Metalox. Thank you for your time!