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Not being reissued a free bet if event is void/cancelled



So I had a couple of $20 free bets to use and placed one on a football match a couple of days before it started. When I checked my bets on that day the match was cancelled/void so was expecting the $20 to be refunded. So a couple of weeks have passed and recieved nothing so i've contacted my vip and been informed that any void/cancelled bets won't be refunded and the bet is burned. Is this actually for real, never known this before with a free bet anywhere ive placed sports bets over the years. What an absolute joke.

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