Poor Refund service for online event bookings

I bought events tickets online for Bloemfontein adult picnic. The event got cancelled I got message on 7th October 2025 that my online bookings will be refunded automatically. to date I have not received my funds. I went to Shoprite at Fleur Dal Bloemfontein the said they need specific reference to be able to see booking. The one on my banking app is not sufficient. I sent Computicket email to request my refund to info@computicket.com with the proof of payment attached they also request reference number of which I don't have I did payment directly on the link that was on Computicket for Bloemfontein adult picnic. I feel Computicket is not doing enough to assist because funds are with them there are many ways to trace funds especially on unclaimed funds system of which they can see I don't have access to that. I need my refund don't now what or were else to go to be assisted