Chess cheating / no mod response

Because I never get a response from a Lichess moderator I'm writing this post.
I recently played somebody in a classical game, after the game I suspected they were cheating due to not only the accuracy but the speed they played some of the moves. I reported them straight after the game, and again a day later (this time for rating manipulation in rapid) I hear nothing, no response, then 4 days later their account is closed and I know for a fact other players were refunded rating points due to that person violating T.O.S. So I sent another message to Lichess and I still hear nothing. I may not pay much for my patronage but its better than nothing and i'm thankful this great chess website exists. But I think its poor by Lichess to not even bother responding to someone that supports them. I understand the 3 day rule on point refund but I reported it straight away and I could at least get some kind of verbal response to my inquiry.

Dear @deathmetalled,

first of all, I am very sorry that you have experienced it.
Indeed, it is very frustrating to face dishonest players especially in slow paced time controls.

Please read: https://adjva4.dpdns.org/page/report-faq - kindly asking you to understand that we cannot personally answer your report due to privacy reasons - we don't share that information with anyone other than the account holder.

As the link above explains, we do appreciate and proceed every report we get - and sometimes it requires more time - for example, when the queue is busy or the case is complicated and needs more investigation.
Please believe that a human moderator, who is looking at your report, will ban someone for cheating or rating manipulation only if (s)he is 100% sure that the reported person was using outside assistance or has manipulated their ratings.
Besides that, we have automatical system that analyses rated games for engine use and it can mark users on its own - without a human moderator being involved.
Anyways, I will also not share the details of our cheat detection - since that might teach others how they could possibly cheat - but please believe me that sooner or later we will catch them, even if that will not happen within those 3 days and 40 games for you to get the refund.
Hope that explained you some - and I will enable to mod-eye for this post, that you get here an official moderator responce.
I liked the way you phrased your post - without mentioning any names. Thanks for that.
Happy chessing and all best :-)

I may not pay much for my patronage but its better than nothing and i'm thankful this great chess website exists. But I think its poor by Lichess to not even bother responding to someone that supports them

You cannot pay for special favours by the moderators.

@Funkmaus said in #2:

Dear @deathmetalled,

first of all, I am very sorry that you have experienced it.
Indeed, it is very frustrating to face dishonest players especially in slow paced time controls.

Please read: adjva4.dpdns.org/page/report-faq - kindly asking you to understand that we cannot personally answer your report due to privacy reasons - we don't share that information with anyone other than the account holder.

As the link above explains, we do appreciate and proceed every report we get - and sometimes it requires more time - for example, when the queue is busy or the case is complicated and needs more investigation.
Please believe that a human moderator, who is looking at your report, will ban someone for cheating or rating manipulation only if (s)he is 100% sure that the reported person was using outside assistance or has manipulated their ratings.
Besides that, we have automatical system that analyses rated games for engine use and it can mark users on its own - without a human moderator being involved.
Anyways, I will also not share the details of our cheat detection - since that might teach others how they could possibly cheat - but please believe me that sooner or later we will catch them, even if that will not happen within those 3 days and 40 games for you to get the refund.
Hope that explained you some - and I will enable to mod-eye for this post, that you get here an official moderator responce.
I liked the way you phrased your post - without mentioning any names. Thanks for that.
Happy chessing and all best :-)

Thanks for the response, this is not the first time this has happened in my classical games and I never got any points back. This recent one got closed down and I know of others that got points back playing that same opponent recently, so perhaps my report is still in the cue but I highly doubt it (edit- sorry missed the part about getting a mod response)

@anonmod said in #3:

You cannot pay for special favours by the moderators.
That’s either a joke or you can’t read.

But I think its poor by Lichess to not even bother responding to someone that supports them.

That's very much the wrong attitude - you donate, you don't subscribe, you have no expectation for better treatment than the average user.

@deathmetalled said in #5:

Thanks for the response, this is not the first time this has happened in my classical games and I never got any points back. This recent one got closed down and I know of others that got points back playing that same opponent recently, so perhaps my report is still in the cue but I highly doubt it (edit- sorry missed the part about getting a mod response)

You actually get a notification that "Someone you have reported got banned, thanks for your help" in such cases.
If you know for sure that others got a refund from playing same person, then your report is already proceeded, you just do not qualify to get point refunds anymore - see https://adjva4.dpdns.org/faq#rating-refund
Sadly, there are people who would use outside assistance in classical or rapid and then just go play a bunch of quick bullet games - and as the page above indicates, their 40 latest rated games are eligable for refunds.

You cannot pay for special favours by the moderators.
That’s either a joke or you can’t read.

It was not a joke. In your initial post you have expected a special treatment because you are being a patron.
I saw that part but decided to refrain from commenting on that.
Please read the https://adjva4.dpdns.org/features - and see the difference - except the wings sign on your profile, there is none.
Thanks much for choosing to support our site!