Booking.com No Refund!

I had an issue; I canceled my reservation on July 28th. The hotel advertised no pre-payment and free cancellation. However, 1152 euros were taken from my card. I've been calling you since July 28th. Initially, you assured me that if the hotel didn't respond within 5 days, you would refund my money. After the 5-day period, on August 2nd, I called again, and Booking.com told me they would refund the money to my booking wallet, so I could use it as credit once it became available. I checked the wallet and saw the money as awards, but suddenly, it disappeared. I thought it was a technical fault, so I called again, and your assistant said the process was stopped, but they didn't know the reason. Why? What changed? I am the victim here! Please refund my money back. I have already sent you all the necessary documents for proof!