Betway — Amount debited from bank but neither reflected in wallet nor refunded to bank

I have made a deposit of 2500 in betway on 3rd march which was successful from my end but not reflected in betway wallet thus i registered a complaint about the same on their website through email and live chat
Customer Complaint – Receipt Reference Number:[protected]
It's been 13 days i didn't get refund i have tried to contact them sent 10 emails, 4 times live chat but no proper response