My memory isn't 100% but they essentially said that most players are actually unlikely to be toxic with any regularity. Typically players will have a bad game,

My memory isn't 100% but they essentially said that most players are actually unlikely to be toxic with any regularity. Typically players will have a bad game, and they will lash out. They said that for players that are habitually toxic, a short ban (I think 2 weeks is standard) significantly reduces the chance of reoffending. For players with repeat bans for harassment or aggression they get permanently banned or eventually quit because of frequent longer bans. Most of their communication should still be online in some form whether on their website or reddit. All this is just from my memory so subject to misremembering.