Refunds for next level on 2nd December 2017 @Emerald Resort & Casino

On the 2nd of Dec 2017 I attended an event at Emerald Resort & Casino called "Next level". But then the event was cancelled and I received a message that I should RETURN THE TICKET FOR REFUND. I went to the money market that's at Checkers Vanderbijlpark (which is where I bought the ticket) and I asked for the refund but instead they gave me an email address so that i can send an email to get my money back. So I did send an email but there's no response ( I've been waiting for more than a week). I went back to the money market at Checkers (Vanderbijlpark) again and still it's the same story. I have to send an email again to the same email address AGAIN, which still costs money that I don't even have. SO CAN YOU PLEASE HELP ME!!!!!