Need Case to be Reinvestigate | Cash did not dispense

I need my case to be reinvestigated. I tried to withdraw money from the ATM this morning, and I received multiple slips with the following error message: "Transaction declined. Invalid transaction". I went into the bank to check if something was wrong with my card, and they confirmed everything was fine. When I tried again, I received a slip with the following error message: "Transaction declined, Insufficient funds." The money was deducted from my bank account.

A case was logged within an hour, they came back to me and informed me that I will not receive a refund because I received the money, while I did not.

Please advise what needs to happen. I will go to the center management and request footage of the ATMs, I hope that will help to prove that I did not receive the money.