Chess.com isnt responding to my emails? whats wrong?

Chess

It can take a few days to get a response to tickets.

For a nor urgent abuse related issue, you might use the form at the bottom of the following:

https://support.chess.com/article/209-how-do-i-report-someone

That said, you'll also only get replies to direct tickets or emails, not normal reports.

If you send me the account via message, I can escalate

The account has been handled.

I have heard about this before. I sent a ticket to Chess.com about this before, but I never got a reply.

I’ve been having a similar problem. I haven’t even been getting the automated confirmation emails when I send in an abuse report. But I have been told by a staff member (who I contacted directly) that the accounts I reported did get actioned.

They handle tickets on a first in, first out manner in most cases and they are getting thousands of tickets a day on average.

Sounds like you guys are understaffed then 😆

I agree FIFO is necessary when you receive thousands messages per day. The staff is not understaffed. Now "everyone" plays chess. Just look at daily puzzle comments... the level went down and chess.com OS so to speak has some flaws leading to bugs leading to tickets and complains.... vicious circle, isn't it?

Well, I always get a great feeling when I 'Report a Bug' or 'Make a Suggestion'.

Yes, the response time and type of reply we receive can vary. Sometimes, we might receive an automated reply the next day, followed by a staff reply in a few days. Other times, we may only receive automated replies and never hear back from the staff. Sometimes, we may not receive any reply, but the work might have been done. However, there are times when we don't receive any reply, and no action has been taken on our report/suggestion yet.

Please keep in mind that the response time and type of reply depend on their priorities, and/or the importance of our report/suggestion.

So, let us not be disappointed/frustrated and continue contributing to the wonderful site by sharing our inputs.

I got upset about the lag in response time a while back, but finally realized that they receive thousands of reports on a number of different issues each day. Take a look at the numbers from a recent Chess.com update:

Fair Play

The Fair Play team, as always, kept Chess.com a safe and fair place to play last month.

Fair Play stats for November:

• 54,949 Fair Play closures (including 3 titled players)
• 80.3K mute actions
• 71K accounts muted
• 109.8K abuse closures

Support

November was another super-productive month for the Support team, who handled over 89,000 requests.

• Average Time to First Response: 1 day, 5 hours
• Total Requests Received: 89,097
• Average Quality by Member Rating: 95%
• Total Ratings: 6,647

yeah damn, it does make sense.. but yeah cant reallyblame them, I ofc do empathize with chess.com, but I'll still stand by my point that they should allot a separate team for handling abuse reports. because sometimes, it might turn out to be an immediate need by a particular member.. if chess.com if gonna take 5 to 5-6days business days to reply, what's the point?

immediate and serious cases include n*de images related, child p****graphy, Harassment etc..

@L_Lawliett69 Okay... I agree with you for the most part here. People who create and spread child pornography should be dealt with in the most prompt and harsh manner. So what can we do? What can Chess.com do?

1. Maybe Chess.com could create a system whereby certain keywords in a complaint would cause the email complaint to rise to the top of the list. People might abuse this just to get their complaint heard, but it might be worth a try.

2. It might be worthwhile to know what Chess.com is doing to people who post child pornography on this site. If the person can be positively identified, then what are the responsibilities and obligations for reporting that person to law enforcement? What are the child pornography laws in the country where the poster/creator reside? Will law enforcement in that country respond? How much staff and financial resources would be required by Chess.com to address this issue in a foreign country?

3. There's technology to identify nude and pornography material online and in email. Is Chess.com using any of the tech? How costly is that tech? How difficult is it to implement that tech onto this platform?

4. What are the internal procedures for Chess.com to deal with allegations (or proof) of pornography of any sort? Do they send a "receipt" for these kind of complaints? Is removing the offending post or person enough, or do you/we need a personal email informing us of their actions?

5. How many child pornography reports does Chess.com receive on a daily, monthly, or yearly basis? At what point does a team of any type get created to address a situation? How much time and money is required to staff, fund, and manage that team? Is it enough to simply delete the material and remove the offending poster from Chess.com?

I'm not trying to defend Chess.com, but to only recognize and discuss the fact that there may be many things happening behind the scenes that we are not privy to. There may be financial or technical reasons for why some things don't happen fast enough, or even at all. Toss-in international pornographic laws and it gets even worse.

One thing is for sure though: there are many questions that we and Chess.com should be asking and sharing.

Let's offer suggestions... offer to help... keen encouraging Chess.com to take action in a positive manner if possible.

Just my thoughts after my first cup of coffee.

hey there @Boone2023, your cup of coffee certainly has something

1. Implementing a system to prioritize complaints based on keywords can be a double-edged sword. While it may help identify urgent issues, it could also be manipulated or misused by members as you said, so it sounds like an efficient system on the look, but yep chess.com would have to take efficient measures to make sure no one abuses the system. but, yeah its worth a try!

2.Chess.com could strengthen its partnership with law enforcement agencies worldwide, and organize a separate team, This way they could familiarize themselves with law enforcement in every country. (might sound expensive, and ikr lol).

I'd also like chess.com to make public posts about this dirt thats been befouling their website for quite some time, and they could also emphasize strongly on how they'd take action against abusers. They could educate the users and alarm parents(Most of them arent aware of the fact that their kids are in here, anyways) bout the platform's commitment to safety. They could also create posts on a regular basis to keep members updated with their actions against major abuse cases.

3.About technology

It might be very expensive for chess.com to algorith based AI, which could block NSFW image content.. but yeh, a certain member of our community has made a forum on "potential NSFW filter feature" long back in 2022 and its the reaosn behind the "eye icon" we could all see in the PMs, ive read all the posts Iin that thread back in 2022..nd it seems like they feel its too expensive and unnecessary for the site to do more of an AI, because they beleive its under strict ToS that children below 13 shouldn't be on chess.com, but they really dindt make sense back then..like what about kids below 18?, Im sure @Martin_Stahl was in that conversation too ah he mightn't remember it..

4. I honestly would say, the simply removing the member from their site is NOT enough.

a possible solution would be to enhance transparency(upto a certain limit, cuz they shouldn't know everything ofc ) in the moderation process and give an outline of how reports are being reviewed and viewed upon by the "abuse handling team", This way it could create more awareness amongst members. Moreover, providing users with email notifications and communicating the report through to take appropriate action was exactly what chess.com was doing a few years back, i dont see them doing, or atleast not at their peak id say.

5. Chess.com probably has automated machines that that work on the principle of volume of reports and take actions swiftly(muting them, even closing on severe cases)..It would be great if they had a similar system for categorizing and prioritizing email reports based on keywords, as well as the volume of emails they receive on that particular day against a single report. This way emails could be segregated to urgent and non-urgent ones, and staffs can focus more on the urgent ones. Like we said earlier, members might use it to their advantage and spam keywords so their mail appears on top even if it wasnt for reporting abuse, we could implement a "1 week mute system" for those that abuse the keyword system, this way they wouldnt probably misuse it anymore.

And i really appreciate you for your post in here! been so long since i had written something like this since 2021 hope i answered most of your questions.