received warning notice after trip to Europe

my friend went to europe for a trip. he played the game while was waiting in german airport. his account was suspended. he appealed , but obviously the reply of custome service is a canned answer by AI.
the game has no mechanism to avoid misjudgement or appeal. the suspension is in the name of a fair play, but it’s attitude to player is as a tyrant. it’s not fair or clear to a normal player.

@NgFongDuck
Thank you for reaching out.

If you believe your friend’s account has been suspended or terminated in error, please tell your friend to fill out this web form to submit an appeal:

Thank you for your understanding.