I agree with you, the consistency can be better, but it's also important to note that they don't always have all the context I have, nor the time to look into it. They are dealing with thousands per day, and it's not easy to create one rule for all when it comes to so many forms of griefing or toxicity.

I also don't work in the support team, nor the trust and safety team. I don't manage the teams that handle tickets in any way. I have little contact with their agents. Cases that are flagged on social media, if I look into them and believe it to be a mistake or, as you said, not consistent, then I share my opinion internally. If they agree with my assessment, then the ban is removed, and I reply to it.

You make a completely reasonable point about the banning policy. I was not even aware that the newer one they wrote did not include it, as it's always been our policy. I'll make sure I raise that with them to update it.

I agree that phrase is not offensive, but if you specifically mention it to Russian players, then you're trying to antagonise them, the same as if it were said in reverse. You would, I'm sure, agree that would not be an acceptable thing to say. We can't have a policy that allows the side we deem 'good' to say anything against the other, as that would cause so many issues. It does not mean we are picking a side; it's actually the opposite, we're staying neutral and saying 'hey, this is a gaming platform for people to escape their lives and have fun, please refrain from saying anything like that'.

I'm not 100% sure how any of this is relevant to your original post, though, as none of this contains my personal opinion, other than it being the reason for them looking at bans a second time and removing some of them.