This is always a problem with users who don’t pay attention and think that custodial wallets are meant for long-term storage.

Back in 2023, BlueWallet shut down its public Lightning node because they saw a large increase in usage, most likely due to Nostr zapping. They posted some messages on their blog and social media but didn’t have a way to contact any of their users directly. To this day I still run into people who gave up on Lightning because they had sats on BlueWallet that they lost, and they assumed Lightning itself didn’t work.

If you have money stored on a website, or in an app, and you don’t have the keys, you should assume it’s just an IOU. It’s not anyone’s responsibility but yours to take ownership. It wasn’t stolen from you. You abandoned it.