No a happy patron

My dad went to Galaxy Bingo just for an outing. He went to casier to withdraw money from his account. They swiped his card, he was told the transaction was declined. To his surprise later that day he receives and sms from the bank to show that the amount was taken from his account. He went to the Galaxy to ask them about the funds that were taken, he was told to give them information. He did that and told they would get back to him. Nobody from Galaxy has contacted him he went back to the Galaxy just to be told they are having problems with this transaction and legitimacy of his claim. He has proven that it was taken from his account.