So I decided to ask for clarification and it turns out it really is averages that matter. Here is the rest of the ticket exchange:
4/30/2013 12:42 AM dacj501
please forward this to seble for a review - I would like some confirmation regarding the issue of averages. I was also unaware that the collection of electrons that comprise this player had any actual feelings...
4/30/2013 2:09 PM Customer Support
The original response was not accurate. As you mention, it's the average minutes since the original message that matters. This actually exposed a bug. We discounted games where the player fouls out, so the 40 minute game was not being counted. I've changed it so that foul out games will be counted as long as they meet or exceed the amount that the player is expecting.
I've reverted the negative work ethic to your player and wiped out the history of him complaining, so you shouldn't have to worry about this situation in the future (unless he logs a new complaint).
4/30/2013 3:28 PM dacj501