Bet Score Casino - Player's winnings are unaccounted for at the casino.

Hello CasinoGuru team,

I would like to submit a complaint regarding the casino Betscore, related to a missing winning game round that the casino refuses to credit to my account.

On 2026‑07‑08, while playing the Hacksaw Gaming slot 2Wild2Die - FEATURESPINS™, I had a winning round with a 45.00 EUR payout. The round was displayed inside the provider’s game and is visible on the screenshot I provided.

The correct round IDs from the same session are:

Round before the win:  

- Bet ID: 14004961752775  

- Time: 2026‑07‑08 00:56:43 CEST  

- Win: 0.00 EUR  

Winning round (missing in the casino system):  

- Bet ID: 14004961753116  

- Time: 2026‑07‑08 00:58:17 CEST  

- Win: 45.00 EUR  

All rounds from this session appear in Betscore’s game history except the winning round, which means the casino did not import this round from the provider’s RGS (Remote Gaming Server). Hacksaw Gaming confirmed that if a round is completed on their side, the result is sent to the operator. Therefore, the round exists on the provider’s side but was not retrieved by Betscore.

For two days, I have been trying to resolve this issue with Betscore.  

Despite providing screenshots, timestamps, and both Bet IDs, the casino keeps repeating the same message: that "the round does not exist in their database" and that it must be a typo -even though the round is clearly visible inside the provider’s game and Hacksaw Gaming acknowledges it.

This is a synchronization failure between Betscore and Hacksaw Gaming, and the casino refuses to escalate the issue properly or retrieve the missing round from the provider’s RGS. As a result, my 45 EUR win was never credited.

I kindly request CasinoGuru to assist in resolving this issue and ensure that Betscore retrieves the missing round from Hacksaw Gaming and credits the win to my account.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you are experiencing. Please allow me to ask you a few questions to clarify the situation.

• Could you please forward me the evidence confirming the EUR 45 winning round while playing the mentioned slot game at Bet Score Casino? This can be a screenshot or video showing the winning round, including the relevant round ID. My email address is veronika.f@casino.guru.
• Have you contacted Hacksaw Gaming regarding this missing round? If so, please forward me their response or any communication confirming whether the round was successfully completed and whether the result was sent to the casino.
• Additionally, please send me the communication between you and Bet Score Casino regarding this matter, especially their explanation that the round cannot be found in their database.

I hope we will be able to help resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika,

Thank you for your message.

I have already forwarded all the requested evidence to your email including:

1. The screenshot showing the winning round inside the provider’s game (2Wild2Die – FEATURESPINS), including the 45 EUR win and the round ID.

2. The communication with Hacksaw Gaming, where they confirm that completed rounds are sent to the operator and that the round should appear in the casino’s game history.

3. The communication with BetScore Casino, where they repeatedly claim that the round "does not exist in their database," even though all other rounds from the same session are visible.

4. Additional screenshots included in the email that further support the case and show the full context of the missing round.

Hello Veronika,

The matter can be considered closed - the casino finally refunded the 45 euros today. But their overall approach to customers leaves a lot to be desired. At this point it’s not even about the 45 euros anymore. It’s about the deliberate payout delays, dragging withdrawals out for weeks, and ridiculous limits like 500 euros per day.

The entire Rabidi group really shouldn’t be operating in this industry. What they’re doing is simply pathetic-completely unprofessional, intentionally inconvenient, and clearly designed to make withdrawals as difficult as possible. It’s the kind of behavior that damages trust in online gaming as a whole.

Dear maciek1340r69,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru