Player Attitudes
There are people who are just misunderstood or who dont speak the language correctly. They can seem offensive to some.
However I agree that those who are deliberately abusive and offensive need to be dealt with. Though Im sure that Anet remove such players often, it just that we dont get huge press about it. In GW2 the report function is there to inform Anet of problem players, and all chat of all kinds is logged. So all it takes is for Anet to review said logs around the time frame of the report for that player and make a decision.