Bad service from Computicket

I bought a combo ticket for a Carnival that was supposed to have been on the 21st September 2024, however, it was postponed to 12th October 2024, I then contacted the promoter, who then advised that I send an email to Computicket to request a refund, the feedback I got from Computicket was they will get back to me after a review, when I followed up they told me they're waiting for response from the promoter, of which other customers had already been refunded. So why is it an issue for me to get my money?