Denied entry, promised refund, ignored for 12 days

My wife and I booked and paid for a padel tournament at Point Virgin Active Green Point on 24 April 2026 through Playtomic. On arrival, we were denied entry by the venue manager due to a no-children policy that was never disclosed at booking. The manager verbally committed to refunding us that evening and took our details.

12 days later — no refund.

I've sent 3 emails to Virgin Active customer care (Ticket #412397). Nomvuyo from your team confirmed on 29 April it had been escalated to the club manager. The club manager never contacted us. Two Playtomic support tickets (445957 and 449600) were both closed without resolution.

All I'm asking for is the refund that was promised. Instead I've been met with automated replies and silence. This is not how you treat customers — even non-members.

I'd like this resolved urgently.