Sure. Issues happen and support is there to solve em. Not to answer "fuck you, go contact scammer that scammed you - maybe he will have mercy to return you some % of money he scammed out of you".
No. That's like if someone would constantly posting SCAT pictures to my PM and I wrote to support "please ban this asshole, he is breaking the forum rules by pm'ing me with a SCAT jpegs" and got back "we don't know what ya talkin 'bout, ask him to stop".