Required a long process journey.

Since the person you are chatting with (Live-support) it's a common support assistance. That's mean they are handle most common issue/question for the casino, these case really require approval from a high person rank.
- Finance
- Wallet signature access approval by 2-3 people (depends on the wallet setup).

Not really easy at all, maybe try to negotiated with them to:
- Manually credited the balance to your account without neede to refund to your address
- Take some percenatge % fee due the mistake on you.

I doing these on CHIPS casino, but they're don't want to do it. It's sucks for me, but what I can do.