Robux withdrawal refunded by Roblox makaenka2001

Sorry for the duplicate post, my first thread gives a 404 error because of a slash symbol in the title so I cannot open it.
Hello Moderators, I spent 11840 Soul Gems on a Robux withdrawal to my Roblox account makaenka2001.
The Robux appeared in my pending balance, but after 5 days Roblox cancelled the transaction and changed its status to Refunded on my Creator Dashboard (buyer account was TheRealHole).
I sent an email with screenshot proof to Gamehag support on November 7, but I have not received a reply yet.
Could you please check my ticket or forward this to support so my 11840 Soul Gems can be refunded? Thank you