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