Money not dispensed by the ATM

On the 9th of January 2025,I went to a Capitec ATM inside Shoprite Store in Amanzimtoti.It was 19:20.I withdrew R1000 which did not dispense.I received a withdrawal slip showing that R1000 had been debited from my account.I immediately went to an ABSa machine where I withdrew some cash as I needed the money.A friend of mine working for Capitec advised me to go to the bank the following day to lodge a complaint.I did that on the 10th of January 2025.Today,on the 13th of January,I received a text informing me that my case was unsuccessful and my money will not be refunded since there is proof that the money was dispensed.I never received any money from the machine …I was told about the SPARK machines which belong to the shop and not to Capitec..they fo their own investigations.As far as I know,I was using a Capitec machine and I expect answers from Capitec.