Mobikwik — Money not refunded back to my credit card account

I received an email on 3rd aug stating that my money from mobiwik wallet has been refunded to my credit card and it is today 26th aug but i still havent received the refund amount. For me 12000 is a big amount and i am stuck here with no help from mobiwik. They also ask to check with bank. I have never had any refund related issues ever. For the first time i used mobiwik and landed into a mess. Please refund my money. I really need it. Please help.