Beton.win Casino - Player's account is closed with withheld funds.

Done. I changed the amount to $180,000 CLP in all three places where it appears.

Amount in dispute: $180,000 CLP

Description:

I am filing this complaint regarding three related incidents that the operator has not resolved.

1. Unauthorized contact and fraud proposal

A person identifying themselves as Beton.win support staff contacted me via WhatsApp at the number +56973708002, registered exclusively on the Beton.win platform and not given by me to any other betting service.

He offered to provide me with bonuses to "recover my losses" in exchange for me transferring a portion of the money to him. I rejected the offer in writing through the same channel. I have attached the full screenshots.

This implies, at a minimum, a leak of personal data from the operator's systems. If, in addition, the person had the actual ability to activate bonuses on customer accounts, there is a serious internal control problem.

2. Complaint ignored

I reported these events to the operator on July 10, 2026, with screenshots, within ticket #668600. I have not received any response on this matter. Support has responded to other issues within the same ticket, but has completely ignored the report of unauthorized contact.

3. Withheld funds

On July 8th, I voluntarily reported that I had two accounts. I opened the second one precisely because of the distrust I felt after unauthorized contact was made to my personal number.

The operator invoked section 79.4 of their Terms and Conditions and referred the case to "supervisors" for manual audit. On July 13, I inquired and received a generic response: the case "remains under review." Ten days later, there is no ruling or estimated timeframe, and I cannot withdraw the CLP$180,000 available in my account.

Solicitous:

Refund of the $180,000 CLP withheld.

Definitive closure of both accounts registered as self-exclusion, with permanent blocking of my data (RUT, email, +56973708002 and +56947752542).

A reasoned response regarding point 1: identification of who contacted me, how they obtained my number, and what measures were taken.

Delivery of my complete records, in exercise of my right of access: Session history, bets and results of both accounts

Record of all credited, cancelled or modified vouchers, with identification of the operator or system that executed each action

Log of administrative access to my accounts

Log of changes to configuration, limits, or parameters since June 1, 2026

Reservation of rights

Following my refusal of the irregular proposal, my account performance changed markedly, accumulating losses exceeding CLP$1,000,000. I am not asserting a causal relationship—I have no way of determining it. That is precisely why I am requesting the records mentioned in point 4.

If those records show manual intervention, parameter modification, or any unsolicited administrative action on my accounts during that period, I will demand the corresponding restitution. If they don't show any, I will accept it. What I will not accept is the operator refusing to provide them.

Observation

I've reviewed previous complaints about this operator and noticed a pattern: delayed or denied self-exclusions, unexecuted account closures, and accounts unexpectedly reopened. My case also involves the use of a player's personal data for external contact with fraudulent purposes.

Attached: WhatsApp screenshots (5), email chain ticket #668600 (July 8, 10 and 13), transaction history.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Beton.win Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• What does the disputed amount of 180,000 CLP represent in your situation?
• What is the basis for the amount being refunded?
• Do you wish your accounts to be blocked or not?
• Have you blocked the user who contacted you unexpectedly?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas