Mobikwik — amount didn't show in wallet

I have added a 9000 and 1000 rupee from my RedCarpet App pre paid card issued by Federal Bank respectively.
But then app automatically sign out me and then show you are disabled from using Mobikwik App.
I have urgently need of this money but now i am helpless.
Please help me out from this.
Mobikwik also responded satisfactorily.
I have get sma from Red Carpet app that amount is withdrawn from your card. I also contacted with red Carpet but they said on their side everything is fair and clear.
Mobikwik is not helping in that way which they are promising in their help Section.
The payment is done on 15 November 2019.
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