We will solve everything with the user, we are not going anywhere, the latter of guarantee easily can be manipulated however if we made a mistake we will solve this issue with the customer.
User "tobericher" sent you coins 9th of June 2018. And did you deign to answer after 9 days ?!
For nine days, a person who lost 16 bitcoins could simply go insane.
My opinion is that you have lost the trust of your customers, and it will be very difficult to bring it back.