ATM ate my money

On the 1-06-2025 I made a Cardless deposit on nedbank atm @11:50 on atm number:***3 Rosslyn branch of amount 2400 I made a query with the *** later when I tried making a follow up I was told I lost my deposit cause they can’t locate my funds how? why can’t they check the footage ? how can I loose money just like that Nedbank is bad with services.