Hi FutureX,
We're sorry to hear that you may have encountered an issue at one of our terminals.
Fear not, your Bitcoin balance is not lost, nor are we withholding payment. If the Bitcoins were transferred to our address successfully, you should be able to obtain the cash value of your sold BTCs by scanning your paper wallet's QR code.
If you're still experiencing a problem with the transaction, I'd appreciate the opportunity to assist you with your enquiry and to provide further information. Please get in touch, to ensure that I can help you resolve the matter.
Sincerely,
Ken | Customer Success Manager
Värdex Suisse AG
E:
support@vaerdex.chT: +41 41 508 78 00