Bidorbuy doesn't deliver on its consumer protection promise to buyers

Bidorbuy say they have a consumer protection policy but in practice it doesn't exist. I had a not soo good experience with a seller from bidorbuy, I ended up canceling my order. I forwarded all the communication between me and the seller to bidorbuy. Now bidorbuy tells me I need to sort the matter out with the seller for my refund. How when I showed them how our communication was going and even told them I dont wish to have any contact with that person again. Now where is the consumer protection you bidorbuy you promise your buyers?