banning unpresponsive openents
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I just had this happen to me. Deeply frustrating. I waited 21 minutes until my opponent's clock finally ran out. On the off chance that a chess.com moderator or engineer is reading this thread, there could be a simple prompt if a player has a certain amount of time, say 2 minutes, to move. "Are you still playing the game? Please confirm in the next XXX seconds." Then if they don't hit the confirm button, they forfeit the game. That way if an opponent is actually taking 21 minutes to decide a move, they have to be at the computer while they do it.