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Assistance by Steam Support with the report queue, and the report queue only, is enabled by default. Game devs/pubs can opt out of that, though.
they are allowed to moderate their space as they see fit. Game hubs are considered the territory of the game devs/pubs by Valve. They have to really break the TOS between the game devs/pubs and Valve before Valve actually does something.
Banning people for criticism is advised against by Valve in the Steamworks documentation, but it's not against the TOS.
Ultimately one thing goes: Nobody owes you a soap box.
Thanks a lot for this answer!