We are doing BOTH. Believe it or not, some of us can multi-task.

Jumping at someone who you believe is cheating, but without knowing how, isn't always wise. I'd rather know HOW they are doing it so we can catch anyone else who does it and prevent future instances of this.

Furthermore, there are more issues than just that one person on that one server spinning the wheel for hours in a row. Although I do understand and sympathize with the feeling that whatever you personally are experiencing must be the most important issue out there, with 90+ servers and millions of accounts, there are always multiple issues that we are being asked to address.

I always prioritize these, and the top priorities for me include people who can't access their account, people who can't get basic things to work in their account (buildings won't upgrade, heroes won't accumulate experience, etc.), people who have billing issues, and players being threatened or harassed.

I am sorry if I wasn't clear about that, but it can be hard at times to describe precisely what my job entails.