Bet Score Casino - Player's refund request is delayed.

I would like to file a complaint regarding BetScore Casino.

I contacted the casino and informed them that I have a gambling problem. Following my request, they correctly blocked my account due to responsible gambling concerns.

The casino also confirmed that I would receive a refund of PLN 497 and asked me to provide my bank details for the payment. I submitted all the requested information immediately.

More than one week has now passed, and I have not received the promised refund. After following up with the casino, they asked me for my payment details again, even though I had already provided them. I sent the information once more, but since then they have stopped responding to my emails.

I have kept copies of my email correspondence, including their confirmation that I would receive the refund and my responses providing the requested payment details.

I kindly request your assistance in resolving this matter. I ask that the casino honor its commitment and process the promised refund of PLN 497 without any further unnecessary delays.

Thank you for your time and assistance.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Bet Score Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Has the casino provided any timeline for when you can expect to receive your refund?
• What communication method did you use to request the refund?
• Can you provide any reference numbers or communication IDs related to your refund request?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your reply.

Here are my answers:

The casino did not provide any timeframe for when the refund would be processed. They confirmed a goodwill refund of PLN 497 and asked me to provide my bank details. I provided all the requested information immediately, but it has now been over two weeks without any payment or further update.

I requested the refund via email after explaining that I had informed the casino about my gambling problem and requested self-exclusion, but I was still able to continue gambling and making deposits.

I do not have any reference number. All communication has taken place via email.

I will also send you copies of my original self-exclusion request and the subsequent email correspondence, including the casino's confirmation of the refund offer.

I sent an email with screenshots

I'd like to update my complaint. Betacore has emailed me for the third time asking me to provide my bank transfer details, claiming I hadn't done so previously, and my complaint was canceled. So I sent the details again, and again, there's been no response.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Unfortunately, I was unable to locate your email containing the evidence. Could you please clarify which email address you used? Thank you in advance for your reply.

Hello,

Thank you for your reply.

I have received the communication regarding the refund. However, I have not received your original self-exclusion request or any communication in which you informed the casino about your gambling problem.

Could you please forward that correspondence to my email at attila.g@casino.guru as well? It is crucial evidence for us when assessing your complaint.

Thank you in advance for your reply.

Best regards,

Attila

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,

Attila

Dear mateuszows,

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 and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Bet Score Casino representative to join this conversation and participate in resolving this complaint.

Dear Bet Score Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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 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:

We have located the bank details that were previously pending and have successfully initiated the refund process. You can assure the player of that.

Hello Igor,

Thank you for the update.

I would like to clarify an important point regarding this case.

BetScore already explicitly confirmed by email that they agreed to refund me PLN 497. They requested my full banking details in order to process the refund, and I provided all the requested information.

However, despite the refund being approved, I have still not received the money. It has now been approximately two months since the refund was agreed.

I have contacted the casino several times to ask about the status of the payment, but after initially confirming the refund, they stopped responding to my emails.

Therefore, my complaint is no longer about whether the refund should be granted. The casino already confirmed the refund in writing and requested my banking details. The issue is that they have not fulfilled the refund they agreed to and are no longer providing any meaningful response.

I would be very grateful if Casino Guru could ask the casino to clarify why the agreed refund has still not been processed and when I can expect to receive the PLN 497.

Thank you for your help.

Kind regards,

Dear all,

I have a additional update from the casino:

''Dear All,

We are pleased to inform you that the refund transaction has been successfully completed.

We wish the player all the best moving forward.

Kind Regards,

Betscore Casino Team''

Dear mateuszows,

According to the casino, the refund was fully processed on their side.

Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mateuszows,

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,

Igor