If you’re banned you have no place to complain. Our senior administration team works hard to ensure that our staff members spend an equal amount of time throughout all of our listed responsibilities. Keep in mind the position is a volunteer position, and the amount of all in all work we decide to put in is completely up to us.
I cannot speak for the senior administration team when it comes to appeals, however, I can say that my understanding is that we want to focus on our rule biding players more than we do to our players who have difficulty or disregard following the rules as the players who actually provide quality roleplay are the true backbone for the community as we strive for quality over quantity, even if a few hundred players is impressive and nice to see.
I do not believe the phrase customer retention is warranted, especially since we provide our server to the players for free. All staff try their best to help everyone in anyway we can, but please note that there are limits based on ranks, and the higher the ranks go, the less people there are within them.
If you have any more concerns or unanswered questions feel free to comment them. @Lou