The player from Italy had won €2000 but had only received €500 after nine days, and his account was then under verification without a clear reason. He expressed frustration over the situation and demanded his remaining funds. We asked him for details about KYC, games played, bonus use, and any pending withdrawals, and the complaint was then marked as resolved by the player. The issue was considered closed because he confirmed the matter had been settled.
Bet Score Casino - Player’s winnings are delayed and account is under verification.
Resolved
Our verdict
Case closed
Amount: €1,400
Bet Score Casino
Safety Index 6.5 Above averageCase summary
Discussion
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1 month ago
Translation
I won a total of €2000 I was only paid €500 after nine long days.. as a result my account was put under verification for no logical reason I am very angry I want my money.. this site is unreliable they are scammers
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you submitted any identity documents to the casino for KYC verification?
- What types of games did you play to earn the winnings you've been trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
- Are there any pending withdrawal requests currently in your account? If so, kindly send me a screenshot of your transaction history, showing the current withdrawal requests.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationGood morning, thanks for the reply,
I want to emphasize that the site never asked me for documents, but my profile was correctly verified. My winnings were all without bonuses and all from football bets. Of the €2,000 total, they paid me the three pending withdrawals at the end, for a total of €1,150. After that, my account was closed without a valid reason, and I still had more than €800 in my available balance. Furthermore, they closed my account and then sent me the withdrawals, so it's a contradiction. So, at the moment, I have no pending withdrawals, but the site is blocked with €800 and I can't log in.
they were very unfairAutomatic translation:
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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 REZZU99,
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,
Veronika
