Greetings, Asheloux!

This thread was brought to my attention, since these types of situations can be very emotional and concerning for everyone involved. I was hoping to be able to clarify our policy about these types of situations, so there is greater understanding of the GM policies for handling these types of cases.

To begin with (and, hopefully, offer the most assurance related to your concerns), we do have a procedure for handling various types of threats, both for customers who may engage in self harm and those who make threats. As others have pointed out, however, these situations are very private, and we take that privacy very seriously. While we will investigate any threats that are made, we cannot give out any information related to those investigations. Please also note that our investigations may not always be the most efficient way of handling a threat; often, for threats against a person, the threatened person would benefit more in the short run from contacting the police themselves than having the GMs investigate. This can certainly come across as dismissive of a threat; however, since we cannot discuss the investigation that will be conducted, this may be the best advice we can offer in those situations, and does not mean we are not looking into the threat or handling it to the best of our ability.

So, when you do encounter this type of concerning behaviour, we do encourage you to report it, and we will investigate it to determine the proper course of action according to our policies. The GMs will handle these cases based on the information they are provided to be able to take the best course of action.

In regards to your specific situation, I will be conducting a review of the specific case to ensure that it was handled in the best possible way. This will be looking at both the investigation and how it was handled with the customers who contacted us, since the front end can be more important for customer assurances in these types of situations, even if everything was handled well behind the scenes. Judging by the information you did provide, it may have been that multiple calls from multiple people were sent, and the best messaging for the situation was not used. In cases where we get multiple calls on a single issue, we may only directly contact enough people to get all the information needed to investigate, and then focus on completing the investigation in a timely manner. However, assurances that we are looking into it may not be the best in a situation like this where emotions can be highly charged.

I hope this provided a bit of insight into handling these cases. I will be monitoring the thread to keep it on topic and answer follow up questions that do seem to require my direct attention.

LGM Enkrateia