1. No shaming and naming
2. You dont know the circumstances
There should be a 10 minutes per move rule, as it was in Yahoo, when it had chess.
What if you want to play a game 60? You lose if you dont move in 10 minutes?
Yes, you would lose.
But the move per minute rule would be adjustable.
And 10 minutes to move in a 60 minutes game is not unreasonable.
This person didn't move for 20 (!) minutes and lost on time. If you don't like this avoid him!!