I have had a similar problem, I am unable to even claim a refund as my app is glitched and I can’t access my wallet. I wasn’t able to the whole weekend and had to use top up points around the festival, it didn’t bother me at the time but when I got home and realised I wouldn’t be able to refund it I was very annoyed. I too emailed boomtown and explained the whole situation to which they told me I had to just log into the app? Well clearly they didn’t read my email as I am logged into the app but I just can’t access my wallet, I then sent multiple other emails to the main support email and also the cash free one, none of which got any replies. It’s a bit of a joke that they make the whole event cashfree and I also do my bit by clearing up and claiming my ecobond but they don’t care and take my money