Really disappointing ban...

Whaat? Okay so first a marafriend of mine and my club's leader got banned on July 3rd, I sent in a ticket, they said send in an e-mail it will be responded to with the reason etc. within 48 hours. She makes a new account, sends in an e-mail and a support ticket, and never gets a response, so nobody knows why she was banned. Then earlier today pretty much everybody who has played from her internet got banned, probably for multiple accounts (ignoring the fact that they all said that multiple people played from their house in their profiles). That's just messed up...