Everything at Google is automated. It's just that to get a response from an actual person when you appeal a decision, you usually need to have a blog post that reaches the front page of HN, and a couple of known friends inside Google. Sometimes even that is not enough.

Google's support has become a meme at this point, on par with Valve's support.

> Could it be due to an automatic process?

Of course it's automated. Algorithmic censorship is the name of the game when you want to avoid hiring an army of humans. Most companies also cut on the help desk costs by not providing a mechanism for complaints.

Only those who manage to make waves in public get handled by the PR department, but those are a very small percentage of all the victims.