Did not give me my withdrawal

I made a withdrawal to my Nagad account for 5000 BDT; it showed as successful, but I did not receive it in my Nagad account.

I contacted support. I provided all requested documents, but they didn't give me my money. They failed to give me a solution, and they refused to give me my money.

Now it's been almost 10 months, and they still don't have an answer.

When I contact them, they give me the same fraud-like answer every time. (I attach the screenshot)

Also, I attached the history page screenshot and my Nagad bank statement