[May]

I agree they could never take the money out of the other player. First, if the other guy plays on another prima site then they would not have access to his bankroll. Second, the fact that they determined what could have been the outcome on the river would be unsustainable against the other guy.

Regarding business decision, i think it is the first time i read a support e-mail, which actually seems to know anything about poker. Furthermore, businesswise they must be pretty happy that a the person receiving such a treatment is nice enough to let everybody know about it.