Simply because this story doesn't sound 100% kosher.
A UK "highroller" who did "his nuts in" buying features never heard of the feature buys being removed. He, who apparently played these games so much, never realized when the games in question were removed and came back on without the FB. He never posed a question until this case happened. He calls the OP to talk about it. Yet miraculously he never ever heard of FBs being banned or removed.
He never contacts VS about the apparent mistake until after he talked to the OP, probably to agree on strategy on how best to proceed to get the money repaid.
The OP starts the thread and tries to make a case for the losses to be reimbursed because he knows that VS is active here. So extra pressure for VS in public while his friend is working the CS with some "sob story".
Who are they trying to kid or fool? Not me!
And I sure hope not VS either because you will open to floodgates where people use VPN after they logged into the VS account to load a feature buy-enabled game, take a video with a time stamp, lose - ask for money back, win - keep quiet and cash out quickly.