Otelz.com Online Payment Failed, Booking Cancelled - Refund Issue

On 4 December, I made a reservation through Otelz for Es Moda Suite with an online payment option, for a total amount of ₺3,060, under the reservation number 5605231. Although I chose to pay online via the system, the property stated that they could not receive payment from Otelz and that they only provide service with payment at the hotel, so they rejected my reservation on this basis. After this, I contacted Otelz customer service and explained the situation. They told me that they would inform their managers about the issue, but despite my repeated calls over a period of about two hours, they did not answer my phone calls and did not provide any feedback. I feel that I have been treated in a way that creates a loss of trust and that this situation is approaching fraud. I request the urgent refund of the ₺3,060 related to the reservation number 5605231 and a clear written explanation as to why the online payment option was offered if the property could not receive this payment.