The player from Chile complained about multiple issues with the casino, including a faulty loyalty program that had not progressed despite frequent high-stakes betting, the absence of a self-exclusion system despite a request, and manipulated RTPs for Pragmatic Play slots that were significantly lower than the theoretical value. We informed the player that we could not intervene in the casino’s VIP tier decisions as they were proprietary and that RTP variations were normal in gameplay. The player was asked to confirm details regarding the self-exclusion request to assist further. Due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution.
Beton.win Casino - Player reports casino shortcomings and manipulation.
Closed
Our verdict
Player stopped responding
Amount: $4,999,997 CLP
Beton.win Casino
Safety Index 6.5 Above averageCase summary
Discussion
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5 months ago
Translation
Hello, this casino has several shortcomings.
First: Fraudulent loyalty program. They offer a tiered loyalty program; on the first day I played (in mid-January 2026), I was one point away from reaching level 2.
After that, it never went up again and got stuck at level 1. I've played almost every day since then, placing daily bets between $500,000 and $5,000,000, but the level doesn't go up.
Second: The casino does not have a self-exclusion system, although I asked them to do it by email on January 30, 2026, they did not do it.
They didn't process my request and responded with this:
Third: The RTPs of Pragmatic Play slots at this casino are grossly manipulated. After a high volume of play, for more than two months playing daily, my observed RTP is below 70%, while the theoretical RTP is 95.5%.
Automatic translation:
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5 months ago
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m very sorry to hear about your issue.
While we understand your disappointment regarding your casino VIP status, we regret to inform you that we are unable to intervene in the casino's decision. Each establishment maintains its own proprietary VIP tier structure, and we respect their autonomy in determining the criteria for advancement or demotion. This position is consistent with our policy of non-interference in promotional offer decisions. The casino retains the sole discretion to categorize players and establish the requirements for each classification.
As for your dissatisfaction with the RTP, we cannot make a case solely based on what you are describing. All casino games operate under a predefined Return to Player (RTP) percentage, which ensures randomness and fairness over the long term but does not guarantee individual winnings. Short-term results can vary widely, and occasional losses or smaller wins are a normal part of gameplay. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance
Regarding the self-exclusion issue, could you please confirm whether you have responded to the email from the casino? Have you stated the reason for your self-exclusion request?
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,
Attila
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5 months ago
Dear RulayChile,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
