Suggestion Idea:
Explain what "real time" is in instructions AND that the only way to "demand" rt is to pay the premium and use the "speed game" option.
Specifics: Just put a line in the instructions, when talking about various options, reinforcing that casual games are casual, even if only 2 players and that the only way to ensure a speed game is to PAY and play a speed game.
Another option might be to mention this in feedback. That is, you already have guidelines. Maybe something specifically stating that you should not neg someone because they cannot play rt (and while we're about it, maybe suggest that folks not neg just because they think someone played poorly/ used a poor strategy)
Why it is needed:
Though it has yet to happen to me (knock, knock), I have seen several folks negged because they did not want to play real time with a non-premium player. Often times, 2-player games are rt, but no one can demand this of another. Granted, some of these folks are of the type that don't read the instructions anyway, but some folks seem to think this is an unwritten rule. Declaring otherwise OFFICIALLY might help.
P.S. Lack, I love the idea to switch from a speed to a non-speed game, in your "to do list" ... and that you are reviewing the missed turns reinforcement procedures.