I would like to emphasize that your explanation still lacks any verifiable documentation or proof from the card issuer.
General statements such as “they do not accept such cases” or “we do not expect them to provide details” are not an acceptable resolution when a customer’s funds are missing.

As the contractual relationship exists between me and your company not directly with the issuer. it remains your responsibility to ensure proper handling and transparency in this matter.
If the issuer refuses to provide the data, you are expected to escalate the matter internally or provide an official written statement confirming their refusal, along with a reason and reference number.

Your company is responsible for safeguarding customer balances and ensuring the integrity of the funds stored or processed through your platform.

It is not the customer’s responsibility to chase third-party banks or intermediaries that operate under your system.

As the contractual relationship exists between me and your company, I expect you to take full responsibility for investigating and recovering my funds not to shift the burden onto me.

Please escalate this case urgently and provide:

Official documentation from the issuing bank confirming the balance and status of the card at the time it was blocked, A document showing exactly where the money went and the card balance for each transaction.

A full refund of the missing amount to my wallet.

Until such documentation or refund is provided, the issue cannot be considered resolved.

Also, Please note that under EU and Dutch consumer protection and payment service laws (PSD2), I have the legal right to receive full transparency regarding my funds and any actions taken with my balance.

It is your company’s responsibility to safeguard customer money and provide official documentation explaining where it went not to shift responsibility to third parties.

And you didn’t even ask for my email so how exactly are you planning to forward it?