To protect fair play, we enforce a standard advantage-player policy: accounts showing suspicious betting patterns are first limited and, in extreme cases, refunded and closed.
Judging from the cases that have been posted here, some seem to claim that there is no refund process, and you just take their money. I think it would be nice if you could be more transparent about the process and improve the CS response time. Whether the user is a cheater or not, I think waiting for a few hours or days to get a response is still a bad thing. Customers are generally impatient, so something like this can easily make them move to another business, like others have mentioned before.