5plusbet Casino - Player’s Free bet has been cancelled.

Hello, i was offered an deal by 5plusbet.com where in case of my bet

loosing i will get an 50% refund. Bet was lost and in place of refund

i got an "freebet" that i placed on Switzerland - Ukraine, but the game

was canceled: https://www.goal.com/en/news/switzerland-ukraine-nations-league-match-called-off-due-to-covid-/rr0ymdmvyw5v1k8gcm3ajvt15

5plusbet refuse to return the freebet saying

"Free bet is a free bet if the match is canceled. Free bet is not credited."

Anywhere, never before i met with such explanation.

There is nothing about it in their rules.

Please help me resolve this problem.

Best Regards, Wojciech.

Dear Wojciech,

Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thank you very much for your understanding.

Best regards,

Petronela

Additional comments from the player:

"Hello, if you would be so nice and help me with 5plusbet "

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind if dispute, we are forced to reject your complaint now. Thank you for your understanding.

I contacted the casino requesting more information and will continue our communication via emails.