Got a response from PS Support from a letter I sent them about persusing trying to retrieve Will's funds.

Thank you for contacting us in regards to your concern.
>
> We would like to invite you to visit
> http://www.pokerstars.com/poker/room/tos to refer to point 9 of our Terms
> of Service where we specify our commitment to Security and Your Account.
>
> In addition, please note that our players' account security is vital to
> us.
>
> While we cannot refer to your friend's specific case in detail due to our
> internal policies, we can assure you that we are willing to do whatever is
> in our hands and reach to assist any player at any given time.
>
> Please feel free to contact us back anytime you might require any
> assistance, and thank you for choosing PokerStars!
>
> Regards,
>
> Angelica
> PokerStars Support Team


So I responded with this:

I appreciate your response back but shouldn't there be some type of precautionary countermeasures taken in the future to not allow usernames play from different IP addresses or jumping up 3 or 4 levels at a time. Don't these things seem fishy to PokerStars? Doesn't PokerStars want to do all they can to protect their assets, meaning "us" the players?