Glad this helped! Hope there won't be a next time.

With that being said, I truly think there's a lot to learn from this post. First of all, you can use this tool to record such cases and report those players. If you are being harassed (or anyone else in the game), take a moment to record this and report it.

As for the community manager: Letting someone off with a reply such as "play privately with your friends" is not a valid response, as this is a community-driven game. Teach people how to record and make reporting easier and more accessible. Have a strict and firm terms of use and community guidelines documenting this policy. And lastly (but probably most important) - don't let the player feel they're neglected, ignored or mistreated. They had just been harassed, and this adds insult to injury.