Well maybe I formulated it badly.
What I meant was that they dont act on their own.
They just look at the reports (if they do).
But here have a snap of the email I recieved:

Greetings Sairii,

thank you for your reply.

Unfortunately we cannot hand out emails of staff members. Furthermore the GM team cannot hand down players' feedback to the development team in Japan. If you want to share feedback, please do so on the Forums. There it will reach the right ears.
We can assure you however that reporting third party tool users and RMT spammers to the GM or STF departments is not pointless. We conduct an immediate investigation upon receiving a report and usually ban the reported player within few minutes. So we would like to encourage you to keep on reporting players who violate the ToS to us. Unfortunately acting on players' reports is all we can do as the GM team at the moment.
(had to shorten 1k char limit)