(....)
This member most probably got the account in other website and found abnormal, therefore she is flagged as abnormal by JS provider without any betting.
We are giving all his amount, but then losing amount will not return as she is already losing the amount.
Don't you have any process to prove this accusation that the account is not owned by the user itself or more likely the account is bought somewhere?
Based on the first post, the second latest withdrawal of her around ~14kphp is still pending, so maybe the withdrawal was a success after he posted here, let's wait for her feedback.