Lost tokens, unable to be recovered. Anyone else have this problem?

[Guest cblue88]

Would like to escalate this feature request. Long story short, I accidentally sent a large amount of ERC-20 tokens to a Stake.com address, and after pestering customer support for weeks, was told that because the wallets are custodial, it is too much of a security risk to recover the tokens. To be honest, after I had to push past the initial customer support reps who told me it was a no, I was treated very well by the team.

 

Essentially, I'm writing here to escalate a feature request to be able to refund transactions, or some sort of system where users have a bit more control over their wallets.

In the backend, that could mean individual wallets with an API wrapped around them so that you can control them from the frontend (your typical wallet functionality), or it would mean they still have a giant single/pooled 'hot wallet' (which sounds like their current implementation), but with added functionality for more arbitrary tokens (or just specific ERC20 tokens).

 

I've seen multiple posts of this exact action happening before and I want to make sure this does not happen to anyone else, because frankly I'm embarassed and it is a huge hit to my family.