How do I find out more information on why my refund request was denied

I got charged for a game promotion package that I didn’t make or authorize. It says the purchase was made from my iPhone when I don’t even have the game on my phone. The game is only on my iPad and no purchase was made on the game. I submitted the request for a refund and only got the “it doesn’t meet requirements for a refund” but no other details on why it was denied. I submitted the request again asking why it wasn’t eligible for a refund, when it was a fraudulent charge on my account, and just got the same uniformed response.

Where can I get more details on their decision??