I Deposited Money to 1xBet but My Money Disappeared

I had an unpleasant experience with the 1xBet app. The problem is that I deposited money into my gaming account 1905729***, and it disappeared. The money was debited from my card, and I provided all the screenshots to customer support, but it seems that’s not enough for them. The deposit was made on September 12, and two days later the money is still missing. The deposit was for $100, which is a lot of money. Please explain where my money is—can I just forget about it or what?