[Fagottino89]

Just wait a bit, investigations are part of the game, just be adamant and keep pushing them

Yea first days i was writing to them but they all as one talk to me like "Investigation is going so wait till 14 days"
But previous time they gave me instant refund and i can't get what did i do wrong..

Just reply that you will keep asking them daily if there is any news as you’re very concerned about this issue, because it never happened to you before and you’re afraid to lose your money, then keep pushing; just be adamant as @mothered says all the time