1xBet Deposit Not Refunded After Failed 500 CAD Payment Complaint

I made a deposit of 500 CAD to 1xBet from my e-wallet on November 24, but the bookmaker said that “the payment did not go through.” I wrote to support today, and that was their answer, but now I am even more worried. Support said the money would be returned to me, but I am still waiting. My 1xBet account balance is zero, and my e-banking app shows that the money went to 1xBet and has not been returned. This is a very strange situation. I want to believe this is not a scam, but I am worried that the bookmaker simply took my money. I need it back immediately.