BDG Did Not Credit My UPI Deposit and Asked for Another Payment

I am a user of the BDG platform, and on 15 May at 21:34:38, I made a UPI deposit of ₹500 through the Famapp application to the UPI ID s27oe**@pty, but this amount has still not been credited to my BDG account. My user ID on BDG is 105970, and the UTR number for this transaction is 613552266564. After noticing that the ₹500 was not reflected in my BDG balance, I contacted BDG customer support regarding this issue. Instead of resolving my problem, the support team told me that I should deposit ₹1,500 more, and then my deposit problem would be solved, which I find unacceptable and unrelated to the original missing payment. This situation is causing me serious stress, and I am worried that this instruction to deposit more money may be a fraudulent or improper demand. I kindly request that my ₹500 deposit made on 15 May at 21:34:38 with UTR 613552266564 be located and credited to my BDG account associated with user ID 105970, or that the amount be refunded to my original payment source as soon as possible. I also ask for a clear explanation of why the deposit did not appear in my account and why I was asked to deposit additional money for the issue to be resolved.