It is quite possible that Bitpanda sent LTC to the deposit address of another Stake user, and that someone is surprised to find 40 LTC for free in their account. LOL
If that was not hot wallet and the wallet goes to a stake user then that might be. Though I do not think so and if the fund is of a stake user then it is quit difficult for them to refund to the OP. But if it is not a wallet of any user and it has access of the stake then they should refund to the OP though for the processing they need time.