Delayed Withdrawal more than 3 Days

Dear Spinita Casino Team and AskGamblers Mediation Team,

Thank you for your response, however, none of the three proposed options are acceptable or fair, as this situation was caused entirely by an internal processing error made by your finance department—not a technical issue on my end.

To clarify the facts:

• No Access to Funds:
I requested my €800 withdrawal in TRX, and your team mistakenly sent USDT to a wallet address that does not support it. I do not have access to these tokens.

• Bitpanda's Official Statement: Bitpanda Support has explicitly confirmed in writing (already submitted as evidence) that a direct "return to sender" is technically impossible on the blockchain. Furthermore, they stated that a manual recovery process can take several months and may not be technically feasible at all, meaning they cannot provide a fixed timeframe or guarantee a successful outcome.

Because of these facts, your three options shift the financial burden of your mistake onto me:

1. Option 1 & 2 (Waiting for Recovery/Final Proof): It is unreasonable to force a player to wait months with an entirely uncertain outcome—or wait for a "final" rejection that an exchange cannot even give a timeline for—just to receive legitimate winnings.

2. Option 3 (Last Deposit Refund): Offering a refund of my last deposit (which was at most €50) to settle a €800 payout is completely disproportionate and unacceptable.

My Proposed Resolution:
Since the transfer error occurred on your side, Spinita Casino is responsible for fulfilling my payout without further delay. Please send my €800 withdrawal in TRX immediately. As a sign of good faith, I reiterate my commitment to return the recovered funds to a wallet address of your choice should Bitpanda ever succeed in retrieving them in the future.

I kindly ask the AskGamblers team to review the attached Bitpanda correspondence and support a fair and immediate resolution.

Best regards,

Christoph

Bitpanda clearly states here, "A return to sender is unfortunately not possible!" Furthermore, they state that recovery can take months, if it's even possible at all. So please explain to me how I should have to endure months of uncertainty about whether I'll receive my money or not? You sent me the wrong tokens, so please send me the €800 immediately in the correct cryptocurrency. The deposit offer is hopefully a joke, right? My highest deposit was €50, and according to the statement, I have a loss of €800 because you sent the wrong cryptocurrency. Please send me the €800 now in the correct cryptocurrency as I requested, and if the tokens can be recovered, I will send you the remaining amount after recovery to a cryptocurrency address of your choice.

Dear Christoph and AskGamblers Team,

We sincerely apologize for the inconvenience and frustration this situation has caused. It was never our intention to put you in a difficult position, and we truly regret that this technical discrepancy occurred.

We have carefully reviewed the latest update from Bitpanda regarding the complexity, potential fees, and timeframe of the recovery process. To resolve this matter as smoothly as possible, we kindly ask for your cooperation with one of the following options:

1. We ask you to proceed with the recovery process through Bitpanda so that the funds are returned to our sender address (minus any fees deducted by the exchange). Once the transaction reaches our wallet, we will immediately send the full €800 payout in TRX to your specified details, covering the exchange fee ourselves.
2. If Bitpanda officially concludes that the funds cannot be recovered due to network limitations, please provide us with an official email or written confirmation from them stating this final outcome. Upon receiving this proof, we will proceed to resolve the remaining balance with you directly.
3. If you prefer not to wait for the exchange recovery process at all, we can issue an immediate refund of your most recent deposit right now to settle this matter.

Please let us know which option you prefer. We remain committed to resolving this fairly and appreciate your cooperation.

Best regards,
Spinita Casino Team

The casino's support claims that this is not their fault and that I should simply ask my exchange to "convert the currency." However, this completely downplays the severity of the mistake made by their financial department.
I have already contacted Bitpanda Support regarding this wrong network/asset transfer, and they explicitly stated that a recovery is highly complex and is very expensive. They informed me that the investigation and manual recovery process will take several months. Furthermore, due to the technical limitations of the network, they clearly stated that it is not even guaranteed that the funds can be recovered at all.
Because the casino sent USDT instead of the TRX I requested, my money is now stuck for months with a very high risk of being permanently lost. It is unacceptable that I am forced to face months of uncertainty and a potential total loss just because the casino's financial department failed to process the correct currency.