Have I lost my crypto?

Posting on behalf of my husband who does not have Reddit:

Hi everyone. I sent crypto from trust wallet using BEP-20 network (Shrapnel) to Bitmart exchange. When the funds did not reflect in my Bitmart account, I messaged Bitmart customer support and they advised me that the Bitmart token address for Shrap only supports Shrap on the Avax-C chain. The Shrap token is currently not supported on the BEP-20 network. So my error was sending crypto using the incorrect network. Bitmart customer support have notified me that the funds are not recoverable.

I am resigned to the fact that the crypto I sent is gone. Just seeking confirmation to put my mind at ease so I can move on.

Any assistance would be greatly appreciated.

Edit: Here is the email response I received from Bitmart customer support:

Thank you for reaching out to us. Bitmart support BEP20. but for other token. For Shrapnel token, we only support SHARP-AVAX-C network However, the deposit that you made was by using the AVAX-C deposit address on the BEP20 network. Please note that each network that we listed has its own unique address that the user must use when making a deposit at Bitmart. This transaction will not be able to recover. Don’t hesitate to contact us back if you have any other enquiry.