Disclaimer: I (also) have a working relationship with ChipMixer. Opinions are my own.
The user has told us to deposit to other address via email, for security reasons we wont reveal this address.
What kind of verification did you ask from the user before you were willing to change their destination address for $100k worth of bitcoin?
Mind answering this question?
Also, how would he/she prove that their email was hacked? Wouldn't it be easy for said customer to simply claim his email was hacked and profit 16 BTC. (all assuming this isn't BS). It seems like you did not request anything provable such as a signed message from the address the funds were supposed to be forwarded to. There is no place on the site where you can submit your email before mixing.
You pointed out decent possibilities however if his email address was hacked we will cover his 16 bitcoins lost.
We took a huge risk only for this specific deposit since chipmixer employee went rouge on us.
That's an incredibly stupid risk (if true) when you could have just
sent the 16 BTC to the correct address, and be done with things.
Also fyi there are currently 59 members in the ChipMixer signature campaign. LoyceV is one of them.