Game charged me for my cash loan and still no money in my bank. They have not reversed the charge.

Good day

On the 14th of July 2018 I requested for cash loan for the Game app, but no money in my bank On the 16th of July 2018 I made another request for cash loan of R600.00. I was charged but still no money in my bank. I have attached my bank statement for July. Please reverse the charges . I called and always get a different ref number . This is my secound complain to Hello peter and no turn around time to the investigation. Its been a week now, how long does it take .

Thank you