There is a problem with support itself. I know you may not mean it that way, but telling the people affected to contact support is kind of a spit in the face.
People that are banned can not appeal their ban properly because "out of privacy reasons" they are not given the reason for which they have been banned. Everyone knows the bans were automatic bans, yet the support staff uses very confident vocabulary explaining that the ban was justified in order to prevent a "malicious and unfun environment" for other players. You know what creates an unfun environment? Knowing that you can be banned out of the blue for a bot-hiccup and the support staff will go to all explanatory lengths to not help you, even worse when you are part of an active raid or clan.
On a appeal, players have to be asked to verify themselfes as proper owners of the account. Then they have to be given the full details of the ban. Be fair to your players.