The player from Argentina files a complaint against Beton.win for failing to honor her repeated self-exclusion requests since March 2026, allowing her to continue depositing and betting despite her gambling problem. She requests the permanent blocking of her account, a review of her betting history, and reimbursement for losses incurred after her initial request for self-exclusion.
Beton.win Casino - Player's self-exclusion request has not been respected.
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Beton.win Casino
Safety Index 6.5 Above averageCase summary
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1 week ago
Translation
I want to file a complaint against Beton.win for not respecting my repeated self-exclusion requests.
Since approximately March 2026, I have been requesting that my account be permanently self-excluded because I have a gambling problem and need to be prevented from continuing to bet. I have made these requests on several occasions, but the platform has not effectively blocked my account.
I currently only have the conversations and evidence corresponding to approximately the last month, from August 2026 to the present. In these conversations, I can demonstrate that I expressly requested self-exclusion and that, despite communicating my need to stop playing, my account remained active.
I consider it especially serious that, after I requested self-exclusion, Beton.win has continued to allow me to make deposits, place bets and suffer further losses.
For this reason, I request that my case be investigated and that Beton.win:
Please permanently block my account and do not allow any new deposits or bets.
Please provide my complete account history, including deposits, withdrawals, bets, and losses.
Please review the date of my first self-exclusion request and all subsequent requests recorded in your systems.
Please return the funds I lost from the time my first self-exclusion request should have been processed until the account is effectively blocked.
Please explain why my account remained enabled despite my repeated requests to self-exclude.
I want to make it clear that my intention is not to claim for losses I incurred before requesting self-exclusion. My claim specifically refers to losses and deposits made after I informed Beton.win of my express intention to stop playing and requested that my account be blocked.
I request Casino Guru's intervention to help me obtain a response from Beton.win, verify my history, and determine if the platform acted correctly in allowing me to continue playing after my self-exclusion requests.
I am willing to provide the screenshots, conversations, and other documentation I have as proof of my requests.
Automatic translation:
Public
Public
6 days 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.
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6 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 provide the timeline of events? Specifically, when did you first communicate gambling-related issues, and when was your last deposit made?
- Could you please confirm whether you currently still have access to your account?
- 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
