Reward card not including

So I wished to purchase a recreation that prices 14,99€, I already had 9€ in my account so I made a decision to purchase a ten€ reward card, I redeemed it, within the settings it says I’ve 19€ however within the retailer I seems that I’ve solely 9€…… I actually need assistance as a result of its already making me remorse shopping for microsoft merchandise…. Any assistance is significantly appreciated