Problem with BTC to ETH exchange

I have made exchange BTC to ETH (around 9k USD) in trezor suite app via SideShift, money was deducted from BTC account but nothing arrived at ETH account. A while after that I have made a similar exchange at around 100USD value and it was transferred straight away. Any idea what is the problem, how to fix it, and how to recover my money.
Thanks for the help!

Hi @ddgr

Could you please PM me the TxID or trade id or wallet address so we could have a closer look?
Thank you.