There are quite a few dishonest sellers on P2P platforms. If someone tells you they didn’t receive the payment for the crypto you purchased, it usually means one of two things: either a bank error occurred during your transaction (wrong account number, card number, amount, etc.), or you’re being pressured psychologically to close the order. Closing the order automatically makes the seller “right,” and your funds stay with them for free.
You should contact customer support about the unresolved arbitration case, attach screenshots of your bank transfer statement, and ideally provide a real certificate from your bank with a live stamp (or record a video of it) and attach it to your claim. In such cases, you will win, and the arbitration will be resolved in your favor.
However, if you sent funds to an address provided by the seller in chat, outside the open order, then no one will be able to help you — customer support will 100% side with the seller.