If there are problems with the blockchain and the API then the amounts should also be paid back. You can't just pay the customer almost 80% less. That's very negative. 
Unfortunately, you will not answer your questions or have not received them. So here as a comment.
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You know how bid bots work? If they are overbid and not capped, this happens. Thats the bidders fault, for buying that overloaded bid, not the bot's fault. Bid bots lose money for most people who try to use them. They are not there to make you a profit, they are there to boost your visibility maybe, if you get lucky and spend enough
Disclaimer. I dont work for any bidbots and have no stake in booster at all, I just know how they work.
I know that, but if because of yesterday's blockchain hack the bot does not give several hours of votes but still accepts money then this is not correct. All other bot vendors repaid the money and then when the bot worked again you could bet again. That wasn't done here.