Despaira,
This is somewhat of an interesting situation. We can't discuss stuff like this publicly without breaching some of the most vital rules we've got, as I'm sure you can understand. However, I can say this.
There is not, nor has there ever been any reason for us not to do our utmost to try and help people when things like these occur. Now hypothetically, these situations can arise from any number of reasons, but in the end there's almost never any harm done to our players - no matter what you hear. I'm sorry I cannot tell you more about what I mean.
We do care for our players, forum members and customers in general. Individual cases, like this "reply" you're pointing out, should always been tried to be understood as it was written. What I mean is, the forum members seem to have really understood the point wrong here, and for that I can't but say that we are always trying to improve - especially when dealing with customers/players directly.
Though I thank you for being "diplomatical" in this case, I'm still going to leave this discussion at this.