Difficulty resolving a refund

I bought something using PayJust now. When the item came it was incorrect and I already resolved this with the supplier, It has been returned and refund, however my money is in my PayJustNow wallet. I had to purchase the correct item and used a different payment method and I cannot transfer the money from my wallet. It gives me an error saying that my account is not verified. However when I contact them via chat assistance they respond but when inform them about the issue the chat assistance don't respond.