The information provided on the FAQ and exchange platform is very limited.
So, you have tried to contact their support on this one? https://support.tradebytrade.com/hc/en-us/requests/new?
I tried to browse the contact support and only this is available. But you meant that the answer is the supportside, not the human?
Actually, I also ever have a similar condition, contacting the support bot in another exchange, not the human answering, but fortunately, they really work solving it after contacting, although need around one day.

If the address of the wallet has been right and the status is still not redeemed, hopefully, it is only a matter of delay.
But, there are no other ways besides waiting for them to work exactly. Just hope that this exchange is not a scam. This is a new exchange, right? It is still not in CMC.