The player from Finland had an issue with the casino regarding his account, which was reopened without his request. He had sent his bank details multiple times for a refund, but the casino claimed they had not received them. The complaint was marked as resolved after the player confirmed the issue had been addressed. It was indicated that the resolution was satisfactory to the player. The Complaints Team acknowledged the resolution and closed the complaint accordingly.
Bet Score Casino - Player's refund request is delayed.
Resolved
Our verdict
Case closed
Amount: €150
Bet Score Casino
Safety Index 6.9 Above averageCase summary
Discussion
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4 weeks ago
Translation
Hi! They reopened my account without me asking, and they decided to refund the amount, and asked me to send my bank details for the refund, and I did so for the first time last week and several times this week, but they claim they haven't received them. It seems a bit strange that for some reason the messages aren't going through right now
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet Score Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What was the reason for the closure of your account?
- Could you please share with me your request for a refund addressed to the casino and the response confirming that the refund would be processed?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Joniboi,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
