One of the things I think staffers get snared in is being overly obsessed with the concept of fairness. Fairness as it applies to all players on a game in terms of how you administrate the game is totally what you should aim for. Fairness gets tripped up when staff get overly caught up on what's fair for player A or B due to personal circumstances.
Personal circumstances like 'this player had a medical condition that has them offline at abrupt intervals' or 'they have a weird IRL work schedule' are one thing. Circumstances that are a big barrel of self-created drama llama are totally another.
At the end of the day, your players are grown ass adults who unless they live in a cave know what the acceptable standards of online game etiquette. And if they don't, they get schooled by player pushback and staff feedback. They all generally have offline lives that imply some kind of responsibility to other people and entities, like jobs and kids and family, etc. It's up to them to manage their individual experience that enables them to be productive contributors to the game and have fun. If neither are happening, it's worth examining if they're in a bad situation at the creation of other players or game policy has backfired on its incepted intent (sometimes there are games with really stupid myopic rules). But often, a players bad time is a prison of their own making and they have the ability to fix their situation-- they're just not taking the responsibility to do so.
As a staffer and game owner, you are the ultimate arbiter of your game's culture. You get to set the expectations for OOC behavior and attitude because it's your online real estate. If you have problem players who are unrepentant manipulators and rumor mongers, you don't have to allow them to stay on your game. If you set the standard of expectation about player behavior, it's the players job to meet it or move on. And if they can't do either and won't change, you have the ability and power to call it a bad fit and show them the door. Fairness isn't about individual player experience, it's about shared game culture and morale.
One ultra shitty player can scortch the OOC earth of your game, you don't have to allow them that opportunity.