The player from Chile has been trying to permanently close his Beton Win account since November 2025 but has received contradictory responses from customer support. He faces excessive requirements, such as providing a psychiatric certificate, to process his request, which he finds humiliating. Additionally, he reports an attempted scam by a Beton Win employee and seeks assistance in resolving these issues.
Beton.win Casino - Player’s account closure request is delayed.
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2d 6h 13m 16s
Beton.win Casino
Safety Index 6.5 Above averageCase summary
Discussion
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6 days ago
Translation
Hello,
Since November 2025, I have been trying to permanently close my Beton Win account. Despite my repeated requests, I have only received generic and contradictory responses from customer support.
1. Contradictory statements regarding account closure . Beton Win initially told me they have no mechanism for permanently closing accounts and can only offer temporary suspensions of 1, 3, or 7 days. This directly contradicts their own previous actions: on several occasions, they themselves suspended my account for longer periods, most recently for 30 days. If the casino is capable of suspending an account for 30 days, it is unclear why a player's request for permanent closure is rejected as "impossible."
2. Excessive and inappropriate requirements for processing the closure request. To even consider my request, Beton Win asked me to submit:
A photo of my identity card,
A handwritten letter detailing my request, and
A medical certificate issued by a psychiatrist or mental health professional certifying that I suffer from gambling addiction.
I don't believe a player should have to prove a clinical diagnosis of gambling disorder just to have their account permanently closed. A request for permanent closure should be respected based solely on the player's expressed wishes, in accordance with responsible gambling principles, without requiring proof of a psychiatric condition. This process has made me feel humiliated and mistreated, and it has dragged on for months without any resolution.
3. Attempted scam by a Beton Win employee: On June 11, 2026, a Beton Win employee/executive contacted me directly via WhatsApp in what appears to have been an attempt to scam me. When I raised this issue with the casino, they acknowledged that it had indeed occurred and stated that they had taken "internal measures," but refused to provide any details about what those measures were or how the matter was resolved. This raises serious concerns about the security and integrity of the operator's staff's conduct toward players. Furthermore, this "executive" told me that they were "prohibited from closing accounts because they must retain players," and aside from the attempted scam, this makes perfect sense to me (image attached).
What I am requesting:
I request that Beton Win respect my decision to permanently close my account and delete my data, in accordance with the responsible gaming policies that should govern all licensed online casinos. My reasons for this request are:
General dissatisfaction with the platform and the way they have handled my account.
The attempted scam by a Beton Win employee via WhatsApp on June 11, 2026, and the casino's lack of transparency regarding the alleged internal measures taken.
The apparent absence of a genuine and accessible responsible gambling/permanent self-exclusion tool, despite the operator having previously suspended my account for periods of up to 30 days.
I would appreciate Casni Guru's assistance in mediating this complaint so that Beton Win can process the permanent closure of my account without additional and unreasonable documentary requirements, and provide a clear explanation regarding the incident of June 11, 2026.
Thank you very much and I look forward to your response.
Automatic translation:
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5 days ago
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5 days ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Beton.win Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please specify the reason for closing your account?
- Could you please confirm whether you currently still have access to your account? When was your last deposit in this casino?
- Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Angel49 has 2d 6h 13m 16s to reply
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
