I've been on online games for more than a few years and ran one of my own (albeit with roughly 8k players), so assume that when I say I understand the Support side of online games, I'm not a clueless muppet.
The ingame support is absolutely useless, the best I've seen is a player called "klu klux klan" - I reported him and was basically told they're not going to do anything. A player said "I want to rape you" when insulting one of my female mates - Again I reported this and was told it was ok... I complained and they said they would look into it and -if- it happened again, they -might- talk to him and "maybe even" take action. That's utterly ridiculous! I've just heard about someone threatening to find someone else in real life, murder them and sodomize their dead bodies infront of their families - My friend who witnessed this reported it and was told there was nothing wrong with it... What in the flying fuck kind of people do you guys have running the 'support' side of this game?
I've seen some great games go down the pan over silly things and I guarantee you that if you don't sort this out, you'll lose all of your non-toxic players and be left with vile asholes that think things like that are acceptable on a game... As with most games, word of mouth spreads like wildfire and once you have that reputation, you won't shake it.