Ban Snorle

Dear Admins, can u tell us why our iss Snorle is 6 days in ban without reason? I write few times on support and nothing, answer pls why have ban there. We don`t use programs, there play my son who is on 5 years and don`t know for what he can take ban. Can`t write/read on english, don`t use programs, don`t use bad words.