18:36 reveals all, and Hikaru's explanation of it spells it out well. Basically, an acknowledgment of the existence of cheaters is bad for business, actual cheating not so much. So, in order for Danny and Co to make a fortune the rest of us have to just take it when cheaters dominate online play, because that's how they want it to be. Integrity is needless baggage when one is trying to make money in their eyes. That's why they help cheaters stay anonymous and on the platform. Chess has gotten worse since Chesscom became the disgusting mega-monster that it now is, and there is nothing currently stopping them, certainly not any moral obligation to acknowledge the importance of fair play standards.
Chesscom and letting cheaters cheat
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Oct 9, 2023
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#3
https://support.chess.com/article/648-what-do-i-need-to-know-about-fair-play-on-chess-com
https://www.chess.com/article/view/online-chess-cheating
The site closes accounts for fair play violations every month. They don't allow accounts to cheat. They also don't pretend it doesn't happen and every month post statistics on the previous month's closures.
https://www.chess.com/article/view/chesscom-update-october-2023#FairPlay
The site also employs a full team dedicated to fair play.
However, the site doesn't allow discussions of cheating, potential cheating, or cheat detection in the general forums. If you want to discuss you should join the following club.
https://www.chess.com/club/cheating-forum
Chesscom all but guarantees cheaters have a platform. Chess was better before Chesscom took it all over: https://www.youtube.com/watch?v=VQuQl3_Jgrw