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My advice would be the same. I work for a bank in my home country, and this is not an unusual occurence. Almost always the ATM will have a record of the transaction.
If you do not reach an agreement with the branch, what you do is you contact your own local bank where you have your account, and ask them to contact either VisaInternational or whoever administers their cards for them. That way you almost always get your money back, guaranteed. There are rules for this kind of event that must be followed, and restitution, luckily, is one of them!
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