1 time is one too many. Your attitude seems very nonchalant about the whole matter.
You don't seem to be offering up any information as to what could have possibly happened. If he initiated the escrow and entered in his address, it should have been locked in correct? Can the receiving address be changed at any point by a malicious party? Or once an address is placed in, it can't be changed?
I would like to hear what kind of scam would allow an escrow transaction already in motion, to be redirected to a new address?
Also you don't send an email confirming the address used in the escrow once initiated? That doesn't make sense. When a user initiates the escrow an email should be sent stating their correct deposit address. If not, how can we verify you aren't selectively scamming people?
About your final insinuations, this never happened before, since 2011 never. All "problems" that can be found about us are occasional delays during network problems with the stress test or malleability.
Scammers have tried numerous types of fraud with spoofed emails and phishing addresses, all alerts on our website have a reason for being there are 4 or 5 attempts of scam every week. I already requested all our emails with respective headers to try to find out what happened. But in my opinion this time seems more likely that somehow the customer entered a wrong address copied from somewhere.
Probably is necessary to verify the address before release payment to avoid these situations (we work on it), but this was not something predictable, in four years has never happened.
We have all logs and everything has a demonstrable record, and we have informed to the customer that we can cooperate with any investigation by the authorities of his country and provide them all the data that require. I think we are providing all possible help, and I'm sorry if you do not feel the same.
Regards,
BTCROW