Standard Bank declining my ***** claim.

I was de*****ed at Standard Bank ATM , opened a case at the police station and lodged a claim through Standard Bank The ***** claim I lodged on the 14th August 2021 which the bank has confirmed that it is ***** yet they are refusing to repay me my entire salary that was withdrawn . The reason being the fact that I did not have the card with me , it was taken by the ******* and money was immediately withdrawn elsewhere away from where the ***** took place . I did cancel the card at the ATM . I have reported the case to SAPS and a case was opened which they indicate that the footage was not clear . My query is why cant I be refunded my money if the bank itself agrees that it was a ***** case . Contrary to what was agreed upon that I will be informed of the outcome within 72 hours . I had to call and enquire about progress was I then told that it has been declined