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I created my account about a week ago. After playing for several days, making three deposits totaling around €40 and winning around €26, the casino suddenly decided to suspend my account. I tried to contact them and they said they'd contact me via email. Honestly, it really stinks. I'd like my account back, and if that's not possible, I want them to send me my blocked funds.

Ho creato l’account circa una settimana fa, dopo aver giocato svariati giorni e aver fatto tre depositi per un totale di circa 40€ e averne vinti circa 26€, il casinò ha deciso dal nulla di sospendere il mio account. Ho provato a parlare con loro e mi hanno detto che mi contatteranno via e-mail. Sinceramente mi puzza molto come cosa. Vorrei riavere il mio account disponibile, e in caso non fosse possibile, voglio che mi vengano mandati i miei fondi rimasti bloccati.

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Dear fonchytown,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the situation.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello, I'll answer your questions.

The casino didn't ask me for any type of verification, so I didn't complete any. I registered on July 2 and was blocked on July 8. I played instant play games (minigames), table games, and slots. I didn't use any bonuses.

Salve, rispondo alle sue domande.

Il casinò non mi ha chiesto alcun tipo di verifica, quindi non ho completato alcuna verifica. Mi sono registrato il 02/07 e sono stato bloccato il 08/07. Ho giocato a giochi istantanei (minigiochi) giochi da tavolo e slot. Non ho utilizzato alcun bonus.

Could you please share with me all relevant communication with the casino regarding the suspension of your account? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here. If you send screenshots of emails, please make sure to include the sender and recipient information and the dates.

Thank you in advance.

Hello. I've been in extensive communication with the casino. After several attempts to log in, where they advised me to clear my cache or try other devices, they finally told me that my account was permanently closed due to an internal decision. This internal decision isn't a complete explanation; I deposited and played various games normally, like any other player. I no longer want to deal with this platform, but since they closed my account, I demand at least a refund of the blocked amount.

Salve. Ho comunicato molto con il casinò. A seguito di vari tentativi di accedere al profilo, dove mi hanno consigliato di eliminare la cache o provare altri dispositivi, alla fine mi hanno detto che l’account risulta chiuso definitivamente per una decisione interna. Questa decisione interna non è una spiegazione esaustiva, ho depositato e giocato normalmente a diversi giochi come qualunque giocatore. Non voglio più avere a che fare con questa piattaforma, ma dal momento che hanno chiuso il mio account, esigo quantomeno l’accredito dell’importo bloccato.

The screenshot of the casino's email that you posted in your last reply is not complete. Please forward the casino's email regarding the permanent closure of your account to jean.s@casino.guru.

Thank you for your assistance.

Dear fonchytown,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear fonchytown,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Bet Score Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Bet Score Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Bet Score Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor