S*t support service. Please refund my money

I was making a deposit with Gbets on 28 of Jul using Samsung. After authentication with Samsung Pay the payment Gateway page was in the loading (Yes I waited for like 10 min), and did not redirect me back to Gbets. I then opened the site using my PC browser to see if the amount had reflected and nothing was shown, The money that was already deducted was not reversed.

I immediately decided to contact their support via live chat,

Spoken to the Aluwani (28 jul), sent the proof. and the answer (20:49:59) Aluwani: I have sent your query to our payment team, kindly check with us again tomorrow.

Spoken to Karl (15:35:03) Karl: I have sent the information to ne processed please allow some time

And other I spoke with will just drop out.

Their support do not give you a reference number to follow back, every time they ask you the same question to end up with the same results.

Now there is no way I can get money money back. This is not good.

.