Deception on the part of support.

Hello. On August 25, 2022, I successfully passed verification and deleted VAT from my account (for more information, see the screenshot).
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On August 26, 2022, I saw an action to order Game Dedicated Server. I have topped up the balance for 170 euros to my prepaid account from a bank card. After payment, a ticket was automatically created, where it was required to send your documents again. I have done these actions.
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Then followed long days waiting for payment confirmation. But it didn't happen. On September 09, 2022, in response to a request, support wrote "CS6117885" in the ticket and closed the ticket. After that, the status of my payment was updated to "Payment not received". When viewing tracking, it writes "Order accepted". In fact, my prepaid balance is 0.
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On September 9, I sent the ticket again in the hope that either money will be credited to me or at least returned to the card. It's been a long time, and I haven't received an answer. Who had the same situation? Is this a scam?
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