The response from support is a very emotional one, i thought support was supposed to act in a fair and dignified way
I think if something happens to someones account they should contact support themselves. Instead of someone else do it. Also when someone trespasses the rules and Otm finds out about it they usually don't help in the problem and they don't have to. In this case apparently they found out the accounts or 1 of the three or 2, had been shared. So the rules were broken and people brought it on themselves.
It is also pretty known that trades are final and any lost items besides accidentally dropped or sold are not returned. All someone can do when they think they are hacked is change their password.
+ make sure you don't use the same password on any forum/website. A fan made website could easily be made to check someones e-mail and password and guess someones log in which is easier than guessing a password.
^ that option is usually not noticed by people and I think the biggest reason this happens.