My friend keep getting banned for no reason (actually for "Fair-play")

She's a new online player but a strong one, I teached her how to play chess one year ago, and now she decide to play online against others but after a day she got banned for no reason. 

So we found on internet that she have to put the correct level, so she put the level on expert. Since we didn't knew how strong she were, we couldn't choose that. (and she play on android, we can't choose our level there) I'm not strong, I just know the rules of this game nothing more.
And then, after a day she got banned (again) for "fair-play" on her "expert" account. 

I would like to know why and how to prevent that. She doesn't have any stronger account than the last one, she's not smurfing or cheating. We asked some help to the support but since 2 days we don't have any responses for the first account, and she don't really want to wait anymore to have the right to play without getting ban and I can understand that. 

The first banned account is this one : loutreeee  (1705 elo)
The second account is this one : LouMorningstar (2250 elo) 

Do we have to give some irl informations for a high elo ? 

Sorry for my english, it's not my native language.

Only your friend can do anything by opening a ticket to support.

 However, they don't ban unless they are certain the violations occurred.

Well it's already done, she don't have any choices but waiting for more informations I guess. But getting a def ban without more explanation and waiting 2 days (probably more) just to know why can be annoying. 

Thanks for the response tho