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.

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.

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