It's really hard to judge especially when it comes to rule breaking.
People sometimes say stuff just because they are having a bad day. I have heard people usually try to act mean, when they are going through a tough phase. So, it's better to take all of that into consideration as well. I am not sure whether most of the staff members would agree with this or not.
When you are hurt by others badly, you would either want to breakdown or you want to, vent that onto someone or something else. As for me, I usually try to stay away from everyone(Except for my mom) and try to calm down before trying to communicate with others. It's not easy.
Anyway, we will have to at least seek other staff opinions before dealing with such website users.