The player from Chile reported multiple issues with the casino. He also faced withheld funds of CLP$180,000 after reporting multiple accounts and requested a refund. We asked him for clarification about the disputed amount, the basis for the refund, and whether he wanted his accounts blocked, but he did not respond to our messages or reminder. As a result, we were unable to investigate further and the complaint was closed for the moment due to lack of cooperation from his side. We learned later from the casino representative the player's account was closed and another was opened. The player was allowed to enjoy the continuation of the casino's service, including the VIP program and received a compensation in the form of a bonus for the issues that occured.
Beton.win Casino - Player's account is closed with withheld funds.
Player stopped responding
Amount: $180,000 CLP
Beton.win Casino
Safety Index 6.5 Above averageCase summary
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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
Dear GermanMA,
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,
Tomas
Casino.Guru
