The Bitcoin/BitcoinCash blockchain and address format are same, hence if we receive a Withdrawal request we cannot identify the error and will process the amount.

In this scenario the BitcoinCash are most probably lost on the Bitcoin blockchain, there are ways to recover it if you have the Bitcoin Wallets private keys and its not a Exchange Wallet address.

We would like to, but we will not be able to help you recover those coins and you will have to communicate with the Bitcoin Wallet owner and research on how to recover them.