EaseMyTrip.com — Credit amount can't be accessed

Address:

www.EaseMyTrip.com Building No 223, Patparganj Industrial Area Delhi NCR

Due to covid 19, my flight has been cancelled by the airport authority and a credit shell has been created. They claimed to return to total amount, but i received less amount. After making another booking using that credit shell amount, a balance was left in that shell. But now i am unable to access that amount from the shell to book another flight using same passenger name and email-id as that of the credit shell account. Why is it happening? How can i get my balanced money back?