Refund

On 22.2.2018 we went to Sterland Pretoria to catch a movie ********** We waited long in a que to get into the cinema, the lobby area was over crowed and the crowed started misbehaving . So we asked a staff member if we can get a refund and she referred us to the counter. When we get to the counter it was packed and the staff was very busy we waited long to be assisted , we decided to leave because we couldn’t get help . On 23.2.2018 Morning I called the customer care they gave me the mangers numbers to call and the manager said; he can’t refund or extend my movie ticket. I don’t understand why can’t I be refunded for a movie that I didn’t see. I still have my movie tickets.