Club Factory — orders placed are cancelled on their own and refunds in the club factory wallet are not withdrawing

I've placed few orders on club factory app but they're are cancelled on their own and no refunds provided on their cancellation, it's been more than a month now there has been no response on the resolution because there are only complaint ticket numbers being raised for no reason and also i've sum leftover money in the club factory wallet those are not being able to withdraw due to the club factory's restrictions imposed.
Please address my issue at the earliest. I've raised my concern to national consumer helpline and forwarded the same to the club factory team through their official email address [protected]@clubfactory.com but there's no response from them.