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The thing is that the funds were not sent to a wrong ETH address but were sent using auwl different network. Because of this, I do not think that this phrase from their ToS is applicable to the case. Personally, I think that Roobet can help him out, however I do not have enough knowledge for the process itself so I have no comment of how much time and effort it can consume.
My suggestion is this:
Perhaps Roobet help the user with his concern, but make the user pay for the inconvenience he has caused for the company.
I think so too, wallet and address are the same. But anyway, I already wrote to them and also offered 50% of the total amount for help, but they haven't written anything yet.
What do you think - if RooBet ever adds BEP-20 network to its system, will it be possible to solve this problem?