Royale Marlothi Safari Lodge have not paid us our refund deposit

Royale Marlothi Safari Lodge will not refund us our deposit that we made. This was made through Booking.com

I would like to find out about what has happened to my refund? No one at Royale Marlothi Safari Lodge can seem to help us and the Manager there, Dumi promises that it will be paid back and it never happens.

We had to cancel our trip to JHB due to covid and we were going to stay in the Royale Marlothi Safari Lodge from the 24th September to the 29th September.

We had two rooms booked, Queen room and a Luxury Family Chalet.

Refunds on cancellation will apply as below: Refunds on cancellation will apply as below: Days prior to booking date. Cancellation 0 to 7 days prior to arrival forfeit 100% of the booking value Cancellation more than 7 Days prior to arrival, 100% refund

All I want to know is when am I getting my deposit back and why is it taking over a month to do?