Looking for an expalination from Superbet

I made a bet and I won the problem I'm having and I have been querying it with there what's up group is the game between Zamalek and Al Ahly was declare void even though the game was not postponed nor cancelled and Al Ahly was declare a winner due to Zamalek not showing up.. Now the corporation I'm getting from there what's group is none exitance, I have send them two dump screen of the ticket but still I have not gotten any assistance, for two days I have been querying and asking someone to explain to me how this is a void game but no vain. So i'm asking for a supervisor or a Manager to explain to me since the what's group failed...