Can I receive an explanation why another user/customer at your exchange received support for identical case, for a coin which shares same protocol/peculiarities/warnings like in my mentioned case?

The person did identical mistake, with a coin which has identical warnings and rules. However, in the end he was helped out (when also in the beginning he was given same excuses that his deposit cannot be credited, but in the end it was).

I want to know how come customers are treated unequally for identical cases?