Don't get me wrong, it's not like I don't believe there's an issue- I know there's a problem. That's why I'm here and addressing it. Long post, so bear with me.
First things first- If admins are ignoring someone who's bothering you and they're aware of the problem, best thing to do is shoot us a message using Contact Us. This gives Staff+ a heads up and we can then talk to the admins/members who were online and give them a gentle reminder of admin duties and advice on how to deal with the situation. Admins have the commands necessary to take care of the situation, so they should be using them.
Our goal is to: A. Prevent these things from occurring in the first place and B. Deal with them swiftly so everyone can enjoy their game.
For A: We use the level system to help proactively prevent PM spam/harassment, requiring someone to play for a certain time before being allowed to send PMs.
For B: They get short/long/perma muted, PM abilities blocked, etc. The length and severity depends case-by-case.
There are various people doing this off and on through the years, this particular individual has been doing this off and on for a little less than a year, from what I can see on records.
Issue from one doesn't mean issue from all, and various people respond to various measures-- ie: some might learn from simple mute, others might need PM abilities blocked or a shadow mute, some might need a ban. So it's unfair to lump 20-30 different people- some of whom don't play anymore- into "this has been going on for years". We take the measures we can to prevent this, but some always fall through the cracks. We want an easy going atmosphere- not strict chat rules with a sterile feel.
Now the first report I see about this person is January of last year, and the last report and last actions I see about this person (aside from this) is from September. He went 6 months in 2018, and then again from September to November with perfectly fine conduct as far as I can see. So when these reports fall off like this, we assume that they've learned their lesson, so to speak. Yes, logs get checked and we can verify whether this is the case, but that's a very time consuming and tedious process.
Unfortunately, we can't be everywhere at once and it helps us to get these reports. That's when we take a detailed look at logs for specific issues with a player, and figure out what the best next step will be.
As for why we're "keeping him around"- well it's his choice to continue to connect to our servers. Typically, if someone causes no disruption to someone's gameplay while muted, we won't ban them. If they start team-killing, nadeswitching, or being generally unpleasant then we'll look at giving them a vacation. That's also decided case-by-case.
Now what I can do is start camping on Silent/HC so I can look into this a little more in-depth.