Here's what happened:
The user's exchange couldn't have been processed back in 2019. No one has contacted us regarding this exchange until 2021.
We always need the user to confirm whether he's eligible to receive the refund to an initial address if the exchange isn't finished, because sometimes the user no longer has an access to the address he sent the funds from — much like in this case.

We'd gladly send 3 BTC back to the initial deposit address or send the exchanged XMR to the initial payout address — what gofry47 wants us to do is send the funds from this exchange to a 3rd party address that has no connection to this exchange.

We are non-custodial service — users don't register on our platform to conduct exchanges. That's why we need at least some sort of proof if a user needs us to send his funds to an address that was never a part of the initial exchange, which gofry47 couldn't have provided us.

We will not send 3 BTC to a 3rd party address without making sure we're talking to the funds' owner.