It’s their company policy. They basically don’t care about “small individual cases” anymore, and tell you to use their fully automated punishment system, under the premise that a “tos violation large enough will attract a lot of attention”.
They also offered voluntary leave packages to their branch in Ireland, as well as fired around 10% of their entire workforce worldwide a year ago (the firing occurred after it had become the year '19 though), of which many were the lower level employees such as GMs and community managers.
They simply don’t care about that stuff anymore, because this way is more profitable. It’s like the new AI Valve use in cs:go, or the system they’re using in dota2.
The only human involvement anymore is when a punishment is being appealed, however the punishments themselves are automatic. You can get punished if they catch you using the automated system in “bad faith”, but individual reports does nothing except for making you believe something is being done about it. It requires a lot of people in a small window of time for the automated punishment to kick in. Which is highly open for abuse in battlegrounds.
It basically counts as “noise”, which they don’t need employees to deal with anymore.
Anyway, that’s why you don’t see GMs do anything other than refer to the right-click report system these days, because that’s what it says in the operations manual. They’re not allowed to deal with it themselves now.
You either need a trivial “help me play the game” kind of problem, or very extraordinary circumstances behind catching a cheater for GMs to be able to do anything now.