Email-to-case routing address is almost always in the CC field when sending an email to case. The potential reason for issue:
NOTE: Most likely when they originally created the Email-to-Case routing address they copy/pasted the email value from another source resulting in it containing this hidden character.
1. Edit the Email-to-Case routing address by navigating to setup -> email-to-case -> click on the affected routing address.
2. Remove everything from the 'Email Address' field and type the email in manually to ensure there is no hidden character. Save and verify the routing address again.
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