My experience with this game is that GMs will just side with anyone who gets offended enough to make a report. My guess is that it's too hard to actually arbitrate and find blame or lack thereof in chat logs so company policy is just to discount anything the reporting party said or did and only look to see if you said something that they can ding you for. Either way, GMs are no different than any other over-the-phone customer service rep so I wouldn't expect much from them as arbiters of justice.