Bet Score Casino - Igračev nalog je zatvoren zbog navodnih kršenja pravila.

I had bonus funds, but my real-money account was blocked and my deposit was not returned. I also did not receive my winnings. Please help.

We are writing to you in reference to your inquiry regarding the status of your casino account and the funds within.

Please be informed that following a thorough review of your account activity, management has taken the decision to permanently close your account. This action was taken in accordance with Sections 9.1, 9.3, and 9.4 of our General Terms and Conditions.

Specifically, Section 9.1 strictly prohibits activities that constitute a material breach of our agreement, including but not limited to:

*colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

*using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

Furthermore, as outlined in Section 9.3, we reserve the right to review customers' betting activities to verify compliance with our Terms. If a customer is found to be participating in activities that we, in our sole discretion, deem to be abusive, we reserve the right to void any winnings obtained and to close the customer account.

In addition, under Section 9.4, should we arrive at a reasonable suspicion that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right, at our sole and absolute discretion, to:

-permanently close your account with the Website and all other partner websites on our platform;

-void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

As a result of these documented breaches, your account will remain permanently closed, all pending withdrawals have been cancelled, and the remaining balance has been confiscated in line with our terms and regulatory obligations.

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 your complaint. I’m sorry to hear about your negative experience with Bet Score Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being 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?
• Could you please share with me your communication with the casino regarding the issue you refer to in your post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for the explanation.

• Could you please explain which bonus was active on your account?
• Were you asked to provide any documents to the casino to verify your account?

Looking forward to your reply.

I wasn't asked for documents.The bonus was for sports betting, but it was cancelled when the account was closed.

Thank you for your reply, pampa123.

I’m sorry to say I don’t have good news. If your account was blocked after being accused of collusion and you predominantly placed sports bets after activating a sports betting bonus, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.