About a year ago we received a report from one of our users that they were getting inappropriate messages from another user. Upon investigation, we found child-grooming behaviour from the offender towards 20+ other users (female, under 18).
Of course, the immediate action was to summarily ban the offender's account. We also found plenty of personal information shared in the messages to various young girls, enough to confidently identify him. We found his Facebook profile, a few other profiles, and his picture on a list of registered sex offenders. Nice.
So we contacted police local to this guy, and the FBI, passed on the information, and were told it would be investigated. There were some follow-up questions, we answered those, then radio silence so we just kind of moved on and figured they had it in hand.
He came back.
Same guy, different (but similar) GMail and username (containing a shortened version of his real name), same behaviour.
Once he was brought to our attention, we banned him again, and now he's contacted our support centre to try and dispute the ban.
I promise you that I did not mean for any inappropriate behavior. I know that this is a child friendly site.
I don't remember when I used Inappropriate Behavior.
Please forgive me and I'll do better next time, I really love [website]. I really want [website] back. It's the best thing ever to happen for me. Please forgive me.
So clearly contacting the FBI didn't work. What exactly are we supposed to do here? Do we just report him again? How can we expect any better this time? Do we respond to him saying "Look, we know who you are, we know what you did, knock it off, you're not welcome here"?
We're at a loss. Please help.