I can understand referring the matter to a special team and not commenting on it beyond that fact. I’m sure support gets loads of complaints of cheating, most of them baseless. Even in cases like this that seem blatantly obvious, I’d want a team with deep, extensive knowledge of the game to check it out, on the slim chance that the player actually found some weird, unanticipated exploit.
However, it does seem like it takes a long time for any action to be taken, and sometimes that action is apparently no more than a warning. Anecdotal evidence, so take it with a grain of salt, but: Back when server 3 was still server 3, a guildmate and I noticed one player consistently getting very improbable victories in war, beating strong meta teams with seemingly-random selections of starter heroes; that guildmate also noticed they were doing very well in Arena rankings, again despite having only mediocre, outdated heroes. After quietly asking other players about them and watching their performance for a while, I decided I had enough evidence to turn over to support; as far as I could tell, nothing ever happened to that player, but shortly afterwards they started attacking weaker teams in wars against us and drifting down the Arena rankings, even as their heroes were improving. Obviously that’s not proof of anything, but it seems suggestive.