I would like to start off by apologizing for any inconvenience caused.
I have reviewed this case with our support and payment teams and can confirm that a missing deposit from you has been located. Support was unable to locate any deposit attempts through your account and did request a proof of deposit. Once we got confirmation from you that the deposit was indeed made to us, your case was escalated, as explained in our email correspondence to you.
I have also received confirmation that your deposit has been refunded this morning and that the money should arrive on your account shortly (if it has not already). A transaction reference that you can provide to your bank, if needed, has also been sent to you separately via email.
I can, however, appreciate the fact that this could have been resolved and responded to quicker and will make sure to investigate how we can improve our handling times both from a support and payment perspective.
As a gesture of goodwill and as a thank you for highlighting this, I have also topped up your account with an additional 20€ in cash.
I once again apologize for any inconvenience caused and thank you for your cooperation and patience regarding this.