Firstly, I must note that we had responded to your e-mail within an hour of your e-mail inquiry. You've noted in your complaint that you haven't received word from us, which is factually incorrect. Below is a copy of the exact e-mail we've sent you. We find it an appropriate response to this complaint, which is why we will post it here. We would attach the actual e-mail to this response, but it would expose sensitive information, which is why we can only show the transcript.
TL;DR: We are bound by our Terms of Service to pay customers to the cryptoaddress they provide in the Cashier menu while requesting a withdrawal. The e-mail confirmation of the cryptoaddress is not standard procedure, and we occasionally request that in order to avoid customer typos while copy-pasting the cryptoaddress.
Dear [First Name removed],
We are sorry for the inconvenience caused by this situation. What happened is that we processed the withdrawal to the originally requested cryptoaddress. You entered this address yourself in the Cashier menu upon requesting your withdrawal.
We are bound by our Terms of Service to process withdrawals to this exact cryptoaddress, the one you enter while requesting a withdrawal. What we are not bound by our Terms of Service is to check if the address was entered properly. However, we do actually request our customers to confirm the payout cryptoaddress by e-mail to avoid situations such as these.
Again, we are not bound to do this by our Terms of Service. Your e-mail confirmation hasn’t reached us in time, so we went ahead and processed the withdrawal without personally checking if you’ve entered the cryptoaddress properly.
We skipped waiting for this confirmation e-mail, as the cryptoaddress you listed on your payout request has previously been used by you for previous payouts made on the 1st and 2nd of January.
Please understand that it is solely your responsibility to ensure that the cryptoaddress you entered in the cashier menu is valid. We will not cover any eventual loses caused by cryptoaddress mismatches.