Viagogo Failed to Deliver Tickets for Soccer Match

I purchased two tickets for the Fenerbahçe-Sivasspor match on November 10, 2024, through Viagogo (order number 5478***41). The day before the match, I received a message saying the tickets were loaded onto my Passolig card. However, on the match day, I was assured the tickets would be uploaded by 3:00 PM, but they never were.

I traveled 400 km for this game and repeatedly contacted customer service in both Turkish and English, but no resolution was provided. In the last email, they asked for my Passolig password, which I refused to share, as confirmed by a Turkish representative that such a request is unacceptable.

I intend to first file a complaint with Ciner and then pursue legal action. Viagogo must take responsibility and issue a refund or compensation immediately. This experience has been frustrating and completely unprofessional.