You did not get a reply because we simply ignore support requests where users forget or don't save their private keys, this was the general consensus when we had the same issue a few weeks ago.

If somehow the community thinks this situation is different and it warrants a refund, then as always we have no problem doing it as long as it doesn't open the door to other types of abuse later on.

Was your issue resolved? If not please DM or send an e-mail to support. We use lots of servers and Tor circuits sometimes break creating delays, if these issues are more common lately we will make some improvements so it doesn't happen anymore, or at least not this often. Also our clearnet version has been DDoSd continuously for more than 10 days now so that's why it throws errors sometimes.

We are not absent, our e-mail response time is usually under 6 hours, and at most 24 hours in exceptional cases. We simply thought that this situation was discussed already and clear for everyone and that's why we did not reply to this specific user.

So basically the question is: should we refund if the user only has the guarantee letter but not the private key, or should we stick to the rule that if you lose the private key you lose access to your funds?

What if we refund this user based on the guarantee letter and then we receive another support request from 'someone else' with the same guarantee letter while also having the private key telling us that he doesn't see his balance on Whirlwind anymore and accuses us of scamming? Do we refund that user as well?

We understand it may be frustrating when unfortunate things like this happen, but like we said the last time we really need to draw a clear line and agree on some 'procedures', otherwise we'll solve this issue today and have another one pop out immediately.