[bisq-network/support] Reimbursement for trade cjtlq-550943f1-9702-4b7b-a480-31d4d085e4b5-172 (Issue #1027)

[bisqu1465]

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Arbitrator: @refund-agent2

In August I opened an offer to sell Bitcoin in exchange for EUR. My chosen payment method was SEPA. A buyer took my offer and claimed they sent the payment. The payment never arrived to my bank account, but the buyer claims they sent it.

After the time expires I open a mediation ticket.

After 1 month of mediation, the mediator decides against me and in favor of the other party. The reason is still unclear to me, as I wasn't asked for any proof.

I obviously reject the decision of the mediator and ask for arbitration. And here I want to note that the arbitrator usually answered to my messages after a very long time (much more than the max 5 days advertised, sometimes even after more than 2 weeks) and after many pings the only way to make him contact me again was to make a Keybase account and write in the "support" chat.

Case stays with arbitrator for 2 more months and during this time I'm asked to provide a cryptographic signed proof of my bank statement first and then a video of me logging in to my bank account, showing the entire list of transfers sent and received in the month of August. I provided both proofs as requested. The arbitrator acknowledged that my proofs were valid and no transfer from the other party was displayed.

The other party keeps claiming that they sent the payment. The arbitrator confirmed I haven't received any transfer, but concludes the arbitration with this note:

```
Summary notes:
There is no payout possible at this time, as buyer and seller have provided sufficient proof to defend their cases. This is probably a banking isssue. 
Traders could reach an agreement after displaying each other their proofs.
This ticket can be reopened, or contact @refundagent2 at Keybase to keep in touch.
```

There are several problems with the claims above:

> This is probably a banking isssue. 

It is not and I'm astonished to read that. At the time the arbitrator asked me to ask the bank if there was a technical issue and I did, twice. They answered me both times that it's impossible for a transfer to be lost, in case it would come back. I referred this to the arbitrators, so I'm quite surprised and concerned that he decided to ignore the answers of the bank and used that wrong claim as the main reason to close the arbitration process. Did the arbitrator investigate at all if what he claim is the main issue is even technically possible, especially since my bank says it's not?

> Traders could reach an agreement after displaying each other their proofs.

We cannot. After arbitration was closed the chat disappeared, I cannot contact the other party anymore... but even if I could, why would I? If we contacted the arbitrator is because we couldn't reach an agreement. Beside, contacting the other party wouldn't bring any benefit at all, my funds are now stuck in Bisq, how could I reach an agreement with the other party if my funds are not under my control? This claim is illogical.

> This ticket can be reopened

No, it cannot be. There is no button to reopen the ticket and i cannot chat with the arbitrator anymore because the chat field disappeared after the arbitrator took the decision.

Now all the funds i provided for the trade are gone, even if I proved (twice) that i haven't received any transfer. The arbitrator keeps claiming that me and the other party are on the same page, that's why he voted for the neutral approach (where I lose everything). I tried to make him understand that would be stupid for me to attempt a scam when I risk the entire amount and would have been better for me to try to scam as the taker of the offer, so I would risk only the deposit, but apparently that summed with the fact that I initiated the trade and that I've been already trading on Bisq for a considerable time is not a reason strong enough, even if I proved I haven't received any money.

My feeling is that your arbitrator was gamed by the other party, which tried to scam me, and decided to side with no one, which for me is the same as siding with the other party, as i have lost my entire traded amount + deposit, when the other party only lost a small deposit.

Now, proofs aside, i tried to explain why would be very stupid for me to try to scam somebody as the creator of the offer when would be much safer to do it as the person who take the offer, but that failed. I now ask Bisq to please reconsider the decision and refund me of the entire amount.

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