My daughter has been learning chess and using chess.com for the past several months. Chess.com canceled her account yesterday, saying she violated the Fair Play Policy with no further details. Her appeal was also denied with no additional details. She's a 7th grader and a 13-year-old, it's completely unfair that you are accusing her of violating fair play policy and not providing any explanation. She's been extremely upset since yesterday.
I understand that something she did may not meet the defined policy, but at the very least, you could provide a clear explanation of what happened so she can learn from it and not repeat it. Over the last few months, she has developed a passion for chess and has spent countless hours on chess.com platform learning and improving herself. This unilateral move without explanation is only hurting a young kid's love for the game of chess. I know she's resilient and will recover from this, but at the very least, treat her with kindness and explain what she needs to change.
I am posting here as a last resort. I have already spent many chat sessions with the AI chatbot, submitted appeal and emailed support@chess.com, but there doesn't seem to be a way to reach a human at chess.com