The appeals are seen by GM's
However the thing is, some of the situations can be out of ordinary and confirmations are needed from the superiors. (Depending on the case / criteria, etc)
I.e. if you are banned and you appeal has not been responded to, it is most likely because you've broken the rule and it has been chosen to be "Declined". Or in case it is not sure, it will be delayed of a bit and then the decision will be made.
If you are waiting for the unban for longer than 3 days then you can feel free to message the GM at the realm which you are playing on (Via forum ofc) And you can ask for your appeal to be seen / checked / dealt with.
Those were some basics when it comes to it, in case you want some in depth response or confirmation or anything similar, you will have to ask the GM which banned you / the person you're talking about.
Anti-cheat isn't the best program, everyone knows that, it has mistakes & some issues but it gets resolved sooner or later.