The player from Chile had asked both via chat and email for her account to be closed or for self-exclusion measures to be implemented, but the casino provided only repetitive responses indicating her case was under review or that they lacked the tools to assist her. She expressed concern over her gaming issues. The Complaints Team intervened, leading to the casino finally blocking her account following her self-exclusion request. Although she was not fully satisfied with the outcome, her account closure was acknowledged as effective thanks to the mediation efforts. The casino was prompted to clarify its procedures regarding self-exclusion and was advised to consider refunding her deposits made prior to the account closure. Due to the lack of further responses from the casino, the case has been closed as unresolved.
Beton.win Casino - Player requests self-exclusion but account remains active.
Failed self-exclusion
Black points: 318
Amount: $600,000 CLP
Beton.win Casino
Safety Index:LowCase summary
I have requested both via chat and email that they close my account or apply the self-exclusion measures that every online casino has, but they always respond the same way via chat: that my case will be reviewed, and via email that they do not have the tools to do so.
And all I've asked is that I not be allowed to log in to play because I feel like I'm having problems with the game.
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.
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 [email protected].
Thank you very much in advance.
Best regards,
Kristina
I have contacted the operator and desperately explained the situation via both email and online chat… and the responses differ between the chat and email, but ultimately neither gives me the option to close the request or opt out.
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?
Hello, good morning. I just sent my response to the email of the person who is handling my case.
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) 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 [email protected].
Thank you for your patience and cooperation in advance.
Hello Pascal1708 ,
We regret not having sent you a follow-up email; your account is now effectively blocked following your self-exclusion request. We hope this measure is helpful. We always recommend that you seek the necessary help to prevent any addiction, as we always want what's best for all our clients and are committed to your safety and personal well-being.
You can contact us through this channel or our support email if you have any further questions! We hope you are well and have a great rest of your day! Thank you for your patience and understanding; we will continue working to provide excellent customer service!
-Beton.win Customer Service Team
The self-exclusion only became effective today... and thanks to Casino Guru's mediation... otherwise I would still be asking for the closure and you would keep giving the same answer, that it's not possible
The answer doesn't satisfy me, but at least I got what I wanted.
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.
Hello, I sent an email to the address provided and attached screenshots of both the first email showing the date I requested the closure and the message that appears when trying to log in to the account. Thank you.
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 [email protected]. I am really sorry I could not be of more help on this occasion. :(
Best regards,
Matej
