The player from Chile had requested responsible gaming tools from BetonWin.org but was informed that these features were unavailable, which led to further gambling losses. He sought a refund of approximately CLP $1,200,000, the closure of his account, and permanent self-exclusion, citing their inability to provide the necessary support. The Complaints Team had made multiple attempts to contact the casino for resolution but did not receive any response. Consequently, the complaint was marked as unresolved, with a recommendation to contact the relevant regulatory authority for further assistance. The casino later reopened the complaint but failed to respond to further inquiries, which led to the classification of the complaint as "failed self-exclusion."
Beton.win Casino - Player’s account is opened despite the self-exclusion request.
Failed self-exclusion
Black points: 619
Amount: $1,200,000 CLP
Beton.win Casino
Safety Index:LowCase summary
Around August 4, 2025, I asked BetonWin.org support to activate Responsible Gaming tools, specifically deposit limits or, failing that, self-exclusion. The casino responded that they did not have these features and that, as an alternative, I should ask a family member to monitor me.
I later requested self-exclusion or limits again, and they responded with the phrase, "As previously indicated, the site doesn't have that." This means they do have a record of my first request, but when I asked for the chat history as proof, they told me it didn't exist. There's a clear contradiction here: if they say they don't have the record, how do they know I was already informed?
When I first sought help for my gambling problems, the casino didn't provide me with the tools I needed to protect myself, leading me to continue depositing and losing money.
I request a refund of the net difference between my deposits and withdrawals since my initial request for assistance (approximately August 4, 2025). The estimated amount is CLP $1,200,000 for reference, but I agree to adjust it to the actual difference calculated. I also request the immediate closure of my account and my permanent self-exclusion from BetonWin.org and, if applicable, from the rest of its group.
Attach:
- Screenshots of the conversations where I requested limits/self-exclusion and received a denial.
- Screenshots showing the contradiction regarding the existence of the chat history.
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Beton.win Casino. I have checked the Responsible Gambling section on the casino's website and have found the following information:
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.
Problem gambling must be addressed immediately and we are here to offer our support, should you have questions or concerns.
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you explicitly inform the casino about having a gambling addiction as the reason for self-exclusion?
- Have you also tried requesting self-exclusion via email?
- Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is [email protected]
- Is your casino account open at the moment?
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,
Natalia
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Hello Natalia.
Thank you for your response.
In case it wasn't clear, I requested self-exclusion through the casino chat, and they told me the casino doesn't have any tools. That's when they told me the casino doesn't have deposit limits or self-exclusions, and that I should ask a family member to help me.
I'm attaching the screenshots I took when I asked the casino again, and they told me they had already told me the casino doesn't have any tools to protect players.
Approx. August 4th.
I didn't contact you by email, just by chat.
My account is still open.
Dear player, thank you for the response. So, based on the screenshots you shared, I cannot see your actual self-exclusion request or any simple closure request at all. In your message, you ask if the casino offers such tools. As I understand correctly, you haven't informed the casino about your gambling problems either. Unfortunately, without this evidence, we cannot consider your case to be a failed self-exclusion. Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures.
If your account is still open and you experience gambling addiction and want your account to be closed because of this, I recommend that you send the self-exclusion request to the email [email protected]. When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please let me know once you send the self-exclusion request, and if the casino reacts to your email.
In the chat I attached, I explicitly requested self-exclusion tools or deposit limits.
The casino responded that it does not have those options **and acknowledged that it had already requested it before** ("as previously communicated to you…").
This demonstrates that there was a prior request and a clear refusal by the casino, which fits the definition of a failed self-exclusion.
The casino itself has a complete record of the first request.
In addition to the chat, I emailed the casino requesting a settlement and explaining my situation.
The casino's response was exactly the same:
"As previously explained, the platform does not have self-exclusion tools or limits..."
This confirms two key points:
1. That you had previously requested self-exclusion measures or limits, not just once but at least twice (via chat and email).
2. The casino explicitly admits that it does not have such tools, thus violating basic responsible gaming standards.
I attach a clipping of the email received as proof, where this response from the casino is clearly visible.
If the operator itself acknowledges that it had already explained this to me before, it demonstrates that there was a previous request for self-exclusion/limits and that it was rejected, which fits into the category of failed self-exclusion.
I have already forwarded the full email with the response.
Greetings.
Dear player, before we can proceed, please specify if you have sent a self-exclusion request to the casino following our template that I shared in the previous message. If you haven't done so, I kindly advise you to send the email to the casino. You can CC me in the email ([email protected]) so I receive a copy.
Dear Natalia,
I think there is something you don't understand or don't want to understand.
I forwarded the email to them where they stated that "On the platform we do not block, delete or deactivate accounts."
Don't waste my time. I already applied by email, I forwarded their response to you, and with what you're saying now, it seems to me that you just want to delay this for more days.
I've asked via chat, email, and every way possible, and they always respond the same way.
Please, I ask you to join the casino and have them answer for all of this.
I've done my part.
Greetings.
Thank you very for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear Chrisnoff,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
As part of our standard procedure, I would normally invite a representative from Beton.win Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.
Additionally, since this is the first complaint we’ve received involving Beton.win Casino and there is no prior history of their cooperation in resolving similar cases, it’s difficult to anticipate their level of engagement. That said, I have already reached out to their team through an alternative channel, providing the details of your case along with an invitation to join our platform as a representative and I’ll keep you updated here as soon as I receive any further information.
Thank you for your understanding and patience.
Best regards,
Kubo
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 Chrisnoff,
I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Kubo
Dear Everyone,
We have reopened this complaint at the request of Beton.win Casino. Our intention is to give this case one more opportunity to be resolved and to assist both parties in reaching a satisfactory outcome.
Dear Beton.win Casino,
In your request to reopen the complaint, you stated that the player’s account has been blocked since September 3, 2025, following his request for closure. However, according to the information shared in this complaint thread, the player had already requested self-exclusion in August, but this request was denied by your support team, who stated that account blocking was not possible at that time.
Could you please clarify why the player’s initial request was denied, and on what basis the account was later closed on September 3, as you indicate?
Thank you for your cooperation.
Hello, I hope you are well. A few days ago, I had to request self-exclusion again because my account was available again and I spent approximately 500,000. This time, I contacted you via chat. I kindly request that my account remain closed.
And I see that they haven't responded at all in 6 days.
Greetings.
Dear Chrisnoff,
I’m very sorry to hear that your account has once again been reopened. Although the casino initially agreed to revisit the complaint and appeared willing to cooperate, they have not responded to any further inquiries, and communication on their side has ceased.
Given these circumstances, I have no choice but to close the complaint again. Since your account has been reopened again, the complaint will be closed with the classification "failed self-exclusion."
Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.
Additional Help:
As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.
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For more information, please visit:
Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.
If you are struggling with gambling addiction, reaching out to someone and seeking professional help can be a crucial step toward recovery.
Based on your location, here’s a list of Problem Gambling Help Centers near you: [Link]. These centers offer free or low-cost services, including counseling, 24/7 helplines, and practical advice to help manage gambling behavior. If you feel ready, reaching out to one of these organizations could make a significant difference.
Best Regards,
Kubo
