Upset with PokerStars!

Recently, a friend of mine logged into his PokerStars account and found that he had a balance of $0.00. He didn't understand what had happened, so after contacting PS he was informed that his account had been hacked. He didn't understand how this could happen and after some emailing back and forth, the PS security team gave him this explanation:

"Hello xxxxxxx,

Thank you for your email. I am disappointed to tell you that your account does appear to have been hacked by the two players that I mentioned. I noticed earlier today when I sent the email to you that your account was sharing the computer owned by 'brunopkr' and 'Mankera' that were responsible for the hack on another player. This is why I wanted to know how you are related. Unfortunately, it appears that you have fallen prey to another hack by these players.

I have tried to trace how this may have happened, and you are correct that your password is hard to guess. I do fear that you may have spyware installed upon your main computer (The one that you did use yesterday). I strongly recommend that you run spyware and virus finding software. I also recommend that you do this as soon as possible and have your computer checked thoroughly. I also recommend using a computer that you know is secure, to check and change all the password that you have for your account information as you may have more information at risk than just your PokerStars account information.

A keylogger is the favourite method of these two individuals.

Regards,
Jason
PokerStars Security Team"

In latter emails, the PS security team told my friend his account would not be able to be refunded. I think that is fine, but I don't understand how PS cannot go after these two individuals if they know who they are. It also says in the email that these players were responsible for a hack on another player. Why was this not put to a stop in the first place and why were these players not punished? I just don't understand how PS can let this happen and not protect its customers and the integrity of the game. After some more emails, PS stated that they are pretty much done with the matter and no longer are going to look into it.

My friend and a bunch of us can understand how PS can't get the money back, but how can they not punish these players and even make an attempt to resolve the issue? Just doesn't make any sense to me and makes me rather furious when I know that PS isn't trying or going to do anything about it.