MKB Bank

This is my experience after I used the atm machine of this bank with a master card from an Italian bank ... The Atm machine of this bank swallowed my card because I did not take my card after a while... I asked an employee to give it back ... she told me you have done a wrong "pin" number (and I'm sure I did not do that )... I can't give it back to you .. you have to order an emergency card !!... I told her I did not make a wrong pin, I just forgot to pick it up for a laps of time .. she told me we can not give it back to you... she did not even asked me about the name of the card or a way to prove that card is mine .. ( the name of the card is the same of my passport .. and I have the contract of the Italian bank in my bag .., and I have my online bank/card account connected in my mobile .. ) in the end, I have to order another card from Italy...