Club Factory — free item not added in cart

Website:

Club factory

I won a free item and added in cart but when i was doing the payment, it got failed and when i did the payment again it was not added to the cart and is in unpaid category.
My amount also got deducted twice.

This is really not acceptable ans like cheating your customer.

I want my refund as well as free item because that is for limited period only.