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On June 6, 2026, I realized that I was losing control of my gaming. First, I contacted the casino's Live Chat support three (3) times in a row. I explicitly wrote to the operator in the chat that I was a gambler, I confirmed this fact, I was losing control, and I strongly requested that he immediately block my account. I warned him that I knew that according to Casino Guru standards they could and should block me via chat. However, the operator refused to block me three times in a row and strictly insisted that I had to send an email.

Since the chat support refused to protect me, I immediately sent an official email on the same day, June 6, 2026 at 3:14 PM, requesting permanent self-exclusion due to addiction (see attached screenshots). I clearly stated in the email that I had a serious gambling problem and requested immediate account closure.

The casino completely ignored my chat request and official email for over 70 hours, leaving my account fully active. This is in direct contradiction to what the casino itself publicly states on its website, where it guarantees an average email response time of 2-5 hours and claims that it is committed to ensuring that no player feels ignored (see screenshot from their website attached). However, in my case as a compromised player, they ignored the email for days.

As a result of this fatal failure on the part of the casino, I deposited and lost a total of 19,900 CZK (net gaming deposits after deducting bank conversion fees) into my account yesterday (June 8), which was two days after I reported my addiction (see deposit history).

It is very important that when I contacted Live Chat again yesterday, complained strongly and threatened the Casino Guru portal, my account was blocked and revised within a few minutes. This clearly shows that the casino had the technical ability to block me immediately all along, but at the time of my crisis, they didn't care.

Unfortunately, I don't have screenshots of the original chat from June 6th, but the casino system must contain a complete transcript of this communication, where I begged them three times to block me due to addiction. I ask the Casino Guru team to request these chat records from the operator.

Since the casino did not act promptly after I reported the addiction, grossly neglected its duty to protect players, and violated its own presented support deadlines, I request a full refund of all deposits made after my request and lost after two days from the request, which amounts to exactly CZK 19,900.

Thank you for your help in resolving this situation.

Best regards,

Gabriela

Dne 6. června 2026 jsem si uvědomila, že ztrácím kontrolu nad svým hraním. Nejprve jsem kontaktovala živou podporu (Live Chat) kasina, a to třikrát (3x) za sebou. Operátorovi jsem na chatu výslovně napsala, že jsem hazardní hráč, potvrzuji tuto skutečnost, ztrácím kontrolu a velmi ho prosím o okamžité zablokování účtu. Upozornila jsem ho, že vím, že podle standardů Casino Guru mě přes chat zablokovat můžou a mají to udělat. Operátor mě však třikrát po sobě odmítl zablokovat a striktně trval na tom, že musím odeslat e-mail.

Protože mě podpora na chatu odmítla ochránit, odeslala jsem ihned téhož dne, 6. června 2026 v 15:14, oficiální e-mail se žádostí o trvalé sebevyloučení (self-exclusion) z důvodu závislosti (viz přiložené screenshoty. V e-mailu jsem jasně uvedla, že mám vážný problém s hazardem a žádám o okamžité uzavření účtu.

Kasino moji žádost na chatu i oficiální e-mail kompletně ignorovalo více než 70 hodin a nechalo můj účet plně aktivní. To je v přímém rozporu s tím, co kasino samo veřejně uvádí na svých stránkách, kde garantuje průměrnou odezvu e-mailu 2–5 hodin a tvrdí, že si zakládá na tom, aby se žádný hráč necítil ignorován (viz screenshot z jejich webu v příloze). V mém případě jakožto ohroženého hráče však e-mail ignorovali dny.

V důsledku tohoto fatálního selhání ze strany kasina jsem v průběhu včerejška (8. června) na účet vložila a prohrála celkem 19 900 Kč (čisté herní vklady po odečtení bankovních poplatků za konverzi), což bylo dva dny po mém nahlášení závislosti (viz historie vkladů).

Je velmi zásadní, že když jsem včera znovu kontaktovala Live Chat, ostře si stěžovala a pohrozila portálem Casino Guru, můj účet byl během několika málo minut zablokován a revidován. To jasně dokazuje, že kasino mělo celou dobu technickou možnost mě zablokovat okamžitě, ale v době mé krize se na to vykašlalo.

Screenshoty z původního chatu ze 6. června bohužel nemám, ale systém kasina musí obsahovat kompletní přepis této komunikace, kde jsem je třikrát úpěnlivě prosila o blokaci kvůli závislosti. Žádám tým Casino Guru, aby si tyto záznamy chatu od operátora vyžádal.

Jelikož kasino nejednalo bezodkladně po mém nahlášení závislosti, hrubě zanedbalo svou povinnost chránit hráče a porušilo vlastní prezentované lhůty podpory, žádám o plnou refundaci všech vkladů učiněných po mé žádosti a prohraných po dvou dnech od podané žádosti což činí přesně 19 900 Kč.

Děkuji za pomoc při řešení této situace.

S pozdravem,

Gabriela 

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Stay safe.

Dear Gabir,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gambling page, and this is what I have found:

• Self-exclusion request: You can contact the Support Service Team via e-mail at support@betscore.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

I understand that you sent an email on June 6. Did you get any response to your self-exclusion request?

Do I understand correctly that your account is already closed?

Do you have a screenshot of your communication with live chat on June 8? Or any confirmation that your account is permanently blocked? You can forward the evidence to jean.s@casino.guru or post screenshots here.

Thank you very much in advance for your reply.

Best regards,

Jean

Thank you for your answer.

I would like to clarify the timeline of events.

On June 6th, I first contacted the casino's live chat and asked several times to block my account due to problem/gambling. The operator also repeatedly directed me to send an email, which I subsequently did because according to the chat, there was no option to block via live chat.

In the email I clearly requested that the account be blocked due to problem gambling. I can provide a copy of this email.

Unfortunately, I do not have a saved live chat communication. However, I assume that a record of this communication is available in the casino's systems and the casino can trace and document it.

Although the request to block the account was sent on June 6th, the account remained active on June 8th. And I really begged the chat for a quick response. During this time, I was able to continue playing and suffered a financial loss two days later after the request was submitted.

I therefore believe that my request for self-exclusion or account blocking was not processed within a reasonable time and request that this be verified. I am attaching the email dated June 6th and the activity/loss history dated June 8th as evidence.

Děkuji za Vaši odpověď.

Ráda bych upřesnila časovou osu událostí.

Dne 6. června jsem nejprve kontaktovala live chat kasina a několikrát požádala o zablokování mého účtu z důvodu problémového/hazardního hraní. Operátor mě odkázal na zaslání e-mailu též opakovaně což jsem následně udělala, protože nebyla podle chatu možnost zablokovat přes live chat.

V e-mailu jsem jasně požádala o blokaci účtu z důvodu problémového hraní. Kopii tohoto e-mailu mohu doložit.

Bohužel nemám uloženou komunikaci z live chatu. Předpokládám však, že záznam této komunikace je dostupný v systémech kasina a kasino jej může dohledat a doložit.

Přestože byla žádost o blokaci účtu odeslána dne 6. června, účet zůstal aktivní i dne 8. června. A to jsem opravdu chat prosila o rychlou reakci. Během této doby jsem mohla pokračovat ve hře a utrpěla jsem finanční ztrátu o dva dny později od podané žádosti.

Domnívám se proto, že moje žádost o sebevyloučení nebo blokaci účtu nebyla zpracována v přiměřené době, a žádám o prověření této skutečnosti. Jako důkaz přikládám e-mail ze dne 6. června a historii aktivit/ztrát ze dne 8. června.

I'm really sorry I didn't save the chat. I begged them 3 times. I really ask the casino to provide this communication, it really happened just a few minutes before the official email from 6.6. And on 8.6 I lost control because no one had closed or resolved my account. Only after losing and looking into it did I write another email and chat and my account was literally blocked within a few minutes. The casino will have everything in its records, I stand by my statement and I ask the casino guru to have all the documents requested by the casino. Thank you for your cooperation.

opravdu mě mrzí, že jsem si chat neuložila. 3x jsem je prosila. Opravdu vás žádám aby casino tuto komunikaci dodalo odehrála se opravdu jen pár minut před oficiálním emailem z 6.6. A 8.6 jsem ztratila kontrolu, protože můj účet stále nikdo neuzavřel ani nevyřešil. Teprve po prohře a prozření jsem napsala znovu email a na chat a můj účet byl doslova zablokován během pár minut. Kasino vše bude mít v záznamech stojím si za svým tvrzením a žádám casino guru aby veškeré podklady jste si nechali vyžádat kasinem. Děkuji za spolupráci.

I'm really sorry I didn't save the chat. I begged them 3 times. I really ask the casino to provide this communication, it really happened just a few minutes before the official email from 6.6. And on 8.6 I lost control because no one had closed or resolved my account. Only after losing and looking into it did I write another email and chat and my account was literally blocked within a few minutes. The casino will have everything in its records, I stand by my statement and I ask the casino guru to have all the documents requested by the casino. Thank you for your cooperation.

opravdu mě mrzí, že jsem si chat neuložila. 3x jsem je prosila. Opravdu vás žádám aby casino tuto komunikaci dodalo odehrála se opravdu jen pár minut před oficiálním emailem z 6.6. A 8.6 jsem ztratila kontrolu, protože můj účet stále nikdo neuzavřel ani nevyřešil. Teprve po prohře a prozření jsem napsala znovu email a na chat a můj účet byl doslova zablokován během pár minut. Kasino vše bude mít v záznamech stojím si za svým tvrzením a žádám casino guru aby veškeré podklady jste si nechali vyžádat kasinem. Děkuji za spolupráci.

Thank you for the clarification.

Please forward the second email that you sent to the casino, along with their reply to jean.s@casino.guru.

Email to jean.s@casino.guru has just been sent.

Email na jean.s@casino.guru byl právě odeslán.

Thank you for providing the additional information and documentation.

I understand how difficult and frustrating this situation must have been, especially given the concerns you raised regarding your gambling behavior and your expectation that your account would be restricted more quickly.

After reviewing the available evidence, we can see that you contacted live chat on June 6 and were directed to submit your self-exclusion request via email, in accordance with the casino's stated procedure in their Responsible Gambling page. You subsequently sent the email on the same day. While we acknowledge that you did not receive an immediate response, delays in processing email requests can occur due to internal handling procedures. Based on the evidence available to us, the first clear and verifiable acknowledgment and action regarding your request occurred on June 8, when the matter was addressed through live chat and email and your account was subsequently blocked on that same day.

For mediation purposes, we must base our assessment on actions and communications that can be objectively verified. Although we do not doubt your account of the events, we do not have sufficient evidence to conclude that the casino knowingly failed to act on an acknowledged self-exclusion request before June 8. As a result, we are unable to establish grounds for requesting a refund of the losses incurred during this period.

I sincerely sympathize with your experience and understand that this outcome may be disappointing. However, based on the information currently available, we are not in a position to assist further or pursue a refund on your behalf.

Thank you for your understanding.

Best regards,

Jean