I use a bitcoin service which has a bitcoin debit card. It allows me to send bitcoins there and these are converted into Euros and put onto a debit card. The way topping up works is that I state the amount I want to top up in euros and then a bitcoin address is generated it tells me the amount I need to transfer in bitcoins. I send the bitcoin amount to the address and then the account is topped up. Pretty much how most of these services work.

The other day I made a mistake and I accidentally sent the same amount two times to the same bitcoin address. I checked my account and my account was only topped up one time. I contacted the company to tell them about the issue and asked them to manually top up the missing second payment. They told me that its impossible and the funds have been lost and cannot be recovered.

I was able to find both transactions on blockchain explorer and I linked both transactions to them. They confirmed the transactions are there and that they received both. So I asked them why they cannot top up my account if the transactions have been received. They told me its because of their policy and rules. And they told me its my error for accidentally sending a double payment.

I am just wondering what my rights are in this case? Technically I agree it was my fault for messing up the payment. But is there any reason why they cannot refund the second bitcoin payment back to me or to just top up my account based on the current value? I would even pay a small admin fee to them but they dont seem willing to help at all.