Refund for in-app purchase

I requested a refund for an in-app purchase that I never received but was told it is ineligible for a refund. I asked why, no response (shocker). I tried going through support for the game, they keep telling me they will update & give me whatever I didn’t receive, still haven’t received anything. I have photos to verify my purchase and to show it was never received. Any ideas why this is not eligible for a refund and who do I go to in order to get one?