Red Bus - Refund denied

On **/**/**** I booked * bus tickets from Panvel to Aurangabad on RedBus mobile app. The amount of Rs.****/- was paid by me from my Amazon wallet. The transaction was successful, the amount was credited in RedBus account but the tickets were not issued by them. This was my first dealing with RedBus. As I was running out of time, I booked tickets by paying Rs.****/- again and got tickets.
Since **/**/****, I have been mailing RedBus for refund of my Rs****/- taken by them twice against issuance of tickets for once, to which first they denied and upon my persuasion again, they accepted having received the money twice but, they say “as per their policy, they can not return money and that the money is credited in my RedBus wallet (charity from there side). Now it is interesting to note that the RedBus wallet does not allow anyone to use its money as per his/her wish. A fraction of the entire amount is allowed (like ** to **% of your transaction amount). In other words, you got to be like a puppet in their hands and their bonded customer who can not get rid of them till you spend at least * to ** times on them to get your money back.
I am not a bus traveller, I don’t know how I will manage to get my money back. I am shocked to hear this from a company like RedBus. I request to please take up the matter with them and arrange for the settlement of my legitimate claim.
Regards,
Pradeep Gupta