I was referring to this:
The money was lost whilst playing on another players account and this is constituted as fraud. Therefore the money played on this account remains in the locked account and is handed over to our risk department. This is industry standard practice as players and operators need to be protected from this type of behavior. There may also be a chargeback claim from the players bank so this needs to be considered
They also like to slap the “this is standard practice” label on stuff that may cause conflict so as to say “it’s standard practice so don’t even think about challenging this process”.