Sad situation u_u (Patreon)

I don't really know if this situation is normal in patreon, but in a few months new Patrons arrived, but I sent them salutation message but they never reply any message, and in the final of the month Patreon tell me they are fraud. 

This is something normal in Patreon? I mean to other creators pass the same situation?

Maybe I will need to change the politics of the rewards? what do you think?

I will appreciate so much your opinion :D