Airasia — "Refund" was denied, only "Credit account" was allowed. Request for money refund.

Address: 22 Thiru Vi Ka Street, Santhi Nagar, Lawspet, Puducherry 605008. Mobile: 7358700169

I booked flight tickets online through airasia website, for myself, 1 brother and 2 sisters from chennai to kuala lumpur (Booking no. Kt6imy) and return from penang to chennai (Booking no. Gvcikc) to travel on april 30 and may 10, 2020 respectively. But, our flights got cancelled due to covid-19 pandemic.
So, i tried to get "refund" of money in april 2020, which was not possible due to timeout of webpage due to long wait time (See screen shot). There were no contact numbers or email id provided to contact them for refund of our money. Finally, i am forced to get our air ticket money in "credit account" only.
Recently i tried the email id given by airasia[protected] on feb 15, 2021 and requested for refund, which was denied by airasia team (Refer refund request email 1, 2 & 3).
Already, it's over one year that our money is with airasia. Kindly advice airasia to refund our money at the earliest.