Beton.win Casino - Player requests self-exclusion but account remains active.

Le he solicitado tanto por chat como por correo electrónico que me cierren la cuenta o que se apliquen las medidas de autoexclusión que todo casino online cuenta pero siempre me responden lo mismo por chat que mi caso se revisará y por correo que no cuentan con las herramientas para hacerlo .

y todo lo que les he pedido es que yo no pueda ingresar a jugar debido a que siento que estoy teniendo problemas con el juego .’

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Dear Pascal1708,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

SELF-EXCLUSION

When playing occasionally stops being fun, turns into a daily obsession and you find yourself unable to stop, it is the operator’s duty to recommend activating a voluntary self-exclusion option.

We encourage you to contact our Support Team via email or chat and let us know you would like to stop using our website and all services for a certain time and stop receiving marketing or promotional materials from the operator and its affiliates.

We encourage you to speak to a mental health professional at this point in order to gain control of your gambling habit or contact one of the problem gambling help centers, offering support and counseling such as Gambling Anonymous at www.gamblersanonymous.org.uk or Gambling Therapy at www.gamblingtherapy.org

Being self-excluded means not being able to create a new gambling account with the Operator, wager, or gamble on your pre-existing account and/or deposit funds.

Could you please advise if you've informed the casino about your gambling problem? If you have, please forward me this conversation between you and the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Si me he comunicado con el operador le he explicado de forma desesperada tanto por correo y chat en línea … y las respuestas son diferentes entre el chat y el correo pero finalmente ninguna me da la opción de cerrarla o autoexcluirme

Thank you very much for your reply. I apologize, but I have not found any messages in which you explicitly informed the casino about your gambling addiction. Perhaps I missed it. Could you please forward this specific message to me again?

Hola buenos días acabo de enviar mi respuesta al correo de quien está viendo mi caso

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pascal1708, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Beton.win Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hola Pascal1708,

Lamentamos no haberla actualizado/enviado un correo de seguimiento, su cuenta ya se encuentra bloqueada efectivamente tras su pedido de autoexclusión. Esperamos que esta medida sea de ayuda, siempre recomendarle que pueda buscar la ayuda necesaria para prevenir alguna adicción, debido a que siempre queremos lo mejor para todos los clientes y velamos por su seguridad e integridad personal.

¡Nos puede contactar mediante este medio o a nuestro correo de soporte si tiene alguna otra duda! Esperamos que se encuentre bien, ¡que tenga muy buen resto de su día! Agradecemos su paciencia y comprensión, seguiremos trabajando para poder brindar una excelente atención al cliente!

-Equipo de Atención al Cliente de Beton.win

Recién el día de hoy la autoexclusión se hizo efectiva .. y gracias a la mediación de casino gurú… de otra forma seguiría pidiéndoles el cierre y ustedes contestando lo mismo , que no es posible

La respuesta no me satisface pero al menos conseguí lo que quería .

I would like to thank the Beton.win Casino for the account closure. Can you please confirm that the account has been marked as "gambling addict" and is impossible to have it reopen? Could you also confirm that all the marketing communication via e-mails/SMS will cease?

Dear Pascal1708, in one of your live chat messages you have mentioned gambling addiction. Do you remember what was the day you have made the agent aware of your gambling problems? Screenshots show the conversation, but not the dates. Thank you very much.

Hola envíe un correo al email señalado ahí adjunté las capturas tanto del primer correo donde aparece la fecha en que les solicité el cierre y tb la captura del mensaje que aparece al intentar ingresar a la cuenta . Gracias

Dear Pascal1708, if you mean the message from 28th October, that is a regular account closure. No gambling addiction has been mentioned, and such account can be reopened at any time.

The only time I could see gambling addiction mentioned was in the live chat. But that screenshot does not show any date. Can you please let me know what was the date when you mentioned gambling addiction in the live chat? Thank you.

Dear Pascal1708, I have received your messages and will respond here with the next steps tomorrow. Thank you.

I have now reviewed the evidence provided by Pascal1708, and re-reviewed the original messages as well.

While there is no evidence of the player ever requesting self-exclusion due to gambling addiction, the e-mail response from 13th September implies such issue has been discussed. The support agent responded with various responsible gambling options available to the player, which leads me to believe that Beton.win Casino knew about the addiction at least since this date.

Dear Beton.win Casino, could you please let me know why the support agent told the player it is impossible to block the account, while the Responsible Gambling Page clearly states self-exclusion is possible via live chat and e-mail? Also - as an Anjouan Gaming License holder - you could have advised the player to self-exclude via the authority, using the validator seal in the footer of the casino's front page.

Since the account has not been blocked within a reasonable time, I would like to ask, if the management would consider refunding all the player's deposits made between 16/09/2025 until the account closure. Please let me know of your decision. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pascal1708,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of Beton.win Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Pascal1708, can you confirm if your account is still accessible? Thank you.

Estimado Matej:

Hemos revisado la cuenta del cliente y confirmamos que no registra actividad desde el 15 de noviembre de 2025 a las 18:58:53, por lo que actualmente no ha vuelto a acceder ni a utilizarla.

Aun así, si el cliente desea continuar formalmente con la solicitud de autoexclusión, le pedimos que nos lo confirme para poder continuar.

Atentamente,

Equipo de Beton.win

Dear Pascal1708,

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.

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,
Matej
Casino.Guru