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Fake promotion, BC does not pay


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I wagered bet 2258028715697123356, I lost the best between Real Madrid and Chelsea, inserted the bet number in the form, the site didnt pay the bonus, I entered chat for 13 days asking it and site cant solve it, and each time they ask me to wait 24-48 hours and everytime I talk to them, they doesnt know what problem happened. I already opened 2 tickets, no solution, it seems its a fake promotion right? 


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