Mastercard complaint: The bank who issued credit card is making fraud to us (company name: VILA ANKORA d.o.o. Dubrovnik, email address: [email protected]

We charged Mastercard credit card number 5487190098647126 to the booker of our apartment who cancelled booking only one day prior to arrival (free cancellation is 14 days prior to arrival and booking.com ed it in writing). It was clearly printed that credit card holder is Daniil Yudin. Mr. Yudin complained in his bank which issued credit card to him and we sent (through our bank) all proofs, including automatic print out at the time of charging his credit card, where is clearly printed his name as credit card holder. Now, we received message of our bank that issuing bank of the card said that we should refund money as credit card holder is not Daniil Yudin???? So, we have document showing that he is credit card holder but received message from the bank who issued credit card (on your behalf) that he is not!? This is apparently local influence and we think that this is not allowed. Apparently, Mr. Yudin has some close friend in his bank who, simply, lied to save him some money. We are seriously considering to exclude Mastercard for all our guests if this issue is not resolved