R500 deposit went missing

I have made a payment of R500 onto my lottostar account from the website using my bank card. The transacfion went through 15 December 2022 at 01:20.

The money was taken from my account, but was not credited to my lottostar account. I have complained since 15 December 2022 until now. I have emailed them proof and send them screenshots from the sms i got from my bank, my bank statemens and also send them a screenshot of my deposit hostory of my lottostar account. On all communications, i was told that my proof is not proof enough. I was also then told that the payment failed on lottostar's side and the money will be returned to my bank account. Till this day, i have not received the money back into my account. So since no one is able to properly assist me in this regard, i am starting a the suing process on Monday 19 December 2022.