Kiwi.com Withholds €61 Refund Despite Airline Confirmation

I purchased a Pegasus Airlines ticket for the Sofia–Istanbul flight through Kiwi.com for approximately €61, and I paid with my credit card. I later canceled the ticket directly through Pegasus, and Pegasus clearly stated in an online chat that the refund amount had been sent to Kiwi.com.

At this point, Pegasus only provides confirmation of the refund through the online chat conversation and does not issue an official letterhead document in A4 format. However, Kiwi.com is specifically requesting a Pegasus-branded, official A4 document as proof; otherwise, they say they will not process my refund. Pegasus says, “We issued the refund,” while Kiwi.com says, “We will not pay without an official document,” and they continue shifting responsibility to each other, leaving me stuck in the middle.

Because both parties are passing the responsibility back and forth, I have been unable to recover the ticket amount I paid, even after several months, and I feel directly harmed and misled. I demand that Kiwi.com accept the refund already issued by Pegasus and return the payment to me without requiring impossible documentation, and that this matter be resolved urgently.