Bet Score Casino - La cuenta del jugador ha sido suspendida.

I created my account about a week ago. After playing for several days, making three deposits totaling around €40 and winning around €26, the casino suddenly decided to suspend my account. I tried to contact them and they said they'd contact me via email. Honestly, it really stinks. I'd like my account back, and if that's not possible, I want them to send me my blocked funds.

Ho creato l’account circa una settimana fa, dopo aver giocato svariati giorni e aver fatto tre depositi per un totale di circa 40€ e averne vinti circa 26€, il casinò ha deciso dal nulla di sospendere il mio account. Ho provato a parlare con loro e mi hanno detto che mi contatteranno via e-mail. Sinceramente mi puzza molto come cosa. Vorrei riavere il mio account disponibile, e in caso non fosse possibile, voglio che mi vengano mandati i miei fondi rimasti bloccati.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear fonchytown,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the situation.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello, I'll answer your questions.

The casino didn't ask me for any type of verification, so I didn't complete any. I registered on July 2 and was blocked on July 8. I played instant play games (minigames), table games, and slots. I didn't use any bonuses.

Salve, rispondo alle sue domande.

Il casinò non mi ha chiesto alcun tipo di verifica, quindi non ho completato alcuna verifica. Mi sono registrato il 02/07 e sono stato bloccato il 08/07. Ho giocato a giochi istantanei (minigiochi) giochi da tavolo e slot. Non ho utilizzato alcun bonus.

Could you please share with me all relevant communication with the casino regarding the suspension of your account? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here. If you send screenshots of emails, please make sure to include the sender and recipient information and the dates.

Thank you in advance.

Hello. I've been in extensive communication with the casino. After several attempts to log in, where they advised me to clear my cache or try other devices, they finally told me that my account was permanently closed due to an internal decision. This internal decision isn't a complete explanation; I deposited and played various games normally, like any other player. I no longer want to deal with this platform, but since they closed my account, I demand at least a refund of the blocked amount.

Salve. Ho comunicato molto con il casinò. A seguito di vari tentativi di accedere al profilo, dove mi hanno consigliato di eliminare la cache o provare altri dispositivi, alla fine mi hanno detto che l’account risulta chiuso definitivamente per una decisione interna. Questa decisione interna non è una spiegazione esaustiva, ho depositato e giocato normalmente a diversi giochi come qualunque giocatore. Non voglio più avere a che fare con questa piattaforma, ma dal momento che hanno chiuso il mio account, esigo quantomeno l’accredito dell’importo bloccato.

The screenshot of the casino's email that you posted in your last reply is not complete. Please forward the casino's email regarding the permanent closure of your account to jean.s@casino.guru.

Thank you for your assistance.

Dear fonchytown,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear fonchytown,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bet Score Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Bet Score Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Bet Score Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Dear all,

The casino representative reached out to me via email, informing me that they are currently unable to reply directly in the complaint.

I will ask them to provide any and all information related to this complaint via email and let you know my findings.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

I would like to inform you that I am in touch with the casino representative and that the complaint is currently being reviewed by the casino.

The casino is still facing issues logging in to our website.

I will inform you once there is any further news regarding this case.

Dear all,

I have a further update from the casino:

This matter has been escalated to the relevant department to investigate the issue with the player's account. We are actively looking into this and will update you as soon as further details become available.

Hi, I'm happy to hear this news. I'd be happy if it were possible to receive a confirmation email from the casino.

Salve, sono contento di questa notizia. Sarei contento se fosse possibile ricevere una e-mail di conferma da parte del casinò.

Dear all,

I have update from the casino:

'Dear all,

We are writing to inform you that, following a comprehensive review by our administration team, the account has been permanently closed.

Please be advised that this closure is final. As a result, the player will no longer have access to your account, including any associated virtual assets, in-game currency, or progress.

We would like to take this opportunity to remind you of three important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

..>>

* engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.

* using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.

..>>

*using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

...>>

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

* immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

* permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

* void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

..>>

Kind Regards,

Betscore Casino Team''

Dear fonchytown,

I would like to apologize, as the message sent previously was related to another case. I have rewritten it.

Dear Bet Score Casino Team,

Thank you for your response. To assess the confiscation of the player’s €66 balance, I need you to identify the specific rule the player allegedly breached and provide the evidence supporting that conclusion.

Please provide:

1. The exact activity or transaction considered fraudulent, abusive, or otherwise prohibited.
2. The relevant gameplay, payment, or technical records demonstrating that activity.
3. The account ledger showing the player’s deposits, closing balance, and any winnings or balance adjustments that were voided.

You may provide sensitive evidence privately. The casino’s right to close the account is not disputed; the outstanding issue is whether confiscation of the real-money balance was justified.

Best regards,

Igor

Update from Bet Score Casino:

...Following a review with the relevant department, we have informed about the reason for the policy breach associated with player.

They confirmed that the player engaged in opposite betting on roulette to exploit the platform and artificially minimize risk. This activity directly violates our terms of service regarding fair play and risk mitigation practices.

Please let us know if you require any additional logs or documentation regarding this case...

Dear Bet Score Casino Team,

Thank you for clarifying the alleged breach. Please send me the offered roulette logs showing the relevant round IDs, timestamps and bet positions together with the account ledger showing the player’s deposits.

Message from Bet Score Casino:

...We have formally requested the additional evidence you specified from the relevant department. As soon as we receive these documents, we will forward them to you immediately to move the matter forward.

Please let us know if you require any further clarification in the meantime...

Dear Bet Score Casino,

Thank you for your response and for informing us that you are actively resolving this case.

Please reply when there is any update regarding this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.