Card swallowed by atm...bank refused to refund money drawn after the incident.

I sent my daughter to withdraw money on the atm at kokstad branch.. while she was on the machine she got pushed out of the atm by a stranger and the machine swallowed the card... Nedbank refused to pay back the money that was withdrawn by the stranger not on that atm...they say they cannot pay because the pin was compromised... more over there was no security guard on the day of the incident