Of course he'll be refunded. Newbie "accidentally" orders 1000x too much, then somehow doesnt notice he is sending 20BTC.
Likely story.
Wont take long before CWS "proves" how honest they are.
That's a likely scenario, it would be nice PR stunt. But if that's the case I don't know why they keep him waiting for 'management decision', that doesn't make them look good.
He bought by mistake, they acknowledge that he's eligible for refund:
Thank you for providing the details. As I can see, there is no mining payout made so far against your order. We can not refund a order if mining payout begins. But, in your case, it has not yet started. I need to discuss this issue with the management. In the mean time your payout may begin. So, can I dissociate your order mapping from the mining block ?
and yet they need management discussion. Seems like they're trying to buy more time.