The player from Chile had repeatedly requested the permanent closure of his account, but the casino refused to comply, insisting on a "medical certificate" before considering the request. He expressed concern about the casino's methods and sought assistance to ensure the deletion of his account and personal data. We asked him to forward the account closure requests and the casino’s replies so we could review the case, but he did not respond to our messages or reminder. As a result, we were unable to continue the investigation, and the complaint was closed for now due to lack of response.
Beton.win Casino - Player's account closure request is being denied.
Closed
Our verdict
Player stopped responding
Amount: $5,000 CLP
Beton.win Casino
Safety Index 5.4 Below averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
This casino systematically refuses to permanently close my account, despite my repeated requests to do so for months. Recently, they sent me an email demanding a "medical certificate" from a psychiatrist or psychologist before they will even "evaluate" my request. This is a real criminal organization that will do anything to avoid closing your account.
I need your help to intervene so that they delete my account and all my data once and for all.
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Dear Angel49,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
Public
Public
2 weeks ago
Dear Angel49,
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.
Public
Public
1 week 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,
Veronika
Casino.Guru
