Hi Karl,
Really sorry to hear this application didn’t work out - landlords have the option to either accept or reject holding deposits, so the website (and email correspondence) will reflect this.
I do appreciate that the wording may be harsh here so I’ll raise your thoughts with the team.
In the meantime, please have a read of our tenant search megathread here, which has some tips on finding a property.
Best of luck in your search!
George