Unpaid winnings

I have betting on this site for a while now,I thought they are honest but just like most other betting sites all they care about is making money at all costs,not considering their customers.Yesterday I bet a few setslucky numbers pairs,in the Russia 5/36 draw four of my numbers were drawn to my suprise it was settled as a loss,I wrote an email to them to enquire about this,they rep**** with an automated response telling me about fica,non of my bets paid out.They are using Russia 5/36 to **** people, unlike other draw's it doesn't have the bonus or main plus bonus option and shouldn't be treated as such to innocent customers.