The player from Ciudad Autónoma de Buenos Aires is frustrated with his repeated requests for self-exclusion from Beton Win, which have been acknowledged but not resolved. He is requesting a refund for the money received since his exclusion request due to the casino's failure to comply with regulatory requirements.
Beton.win Casino - Player's self-exclusion request is denied.
Opened
Current status
Waiting for player to reply
1d 11h 45m 0s
Beton.win Casino
Safety Index 6.5 Above averageCase summary
Discussion
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3 weeks ago
Translation
I'm requesting self-exclusion because they won't grant it to me. I've requested it repeatedly, and Beton Win won't give it to me. I'm tired of asking, of them acknowledging my request and not resolving it, of being told to wait. I have many ticket numbers.
Since this is escalating to a major case, I request a refund of the money I received from the date I requested the exclusion.
Since they did not respect the conditions of the regulatory framework of the entity in charge of Beton Win.
The customer has to be given what they ask for. And it's a disgrace that someone requests exclusion, whether due to gambling problems or something else, and it's denied. I await a response.
Automatic translation:
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Attila
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2 weeks ago
Dear Player,
Thank you for your response.
Dear Beton.win Casino Team,
Thank you for your message. Do you have any updates for us in relation to this complaint? Have you managed to locate the player's casino account?
Thank you in advance for your reply.
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1 week ago
TranslationDear Mateo,
First of all, we apologize for any inconvenience we may have caused you. We also deeply appreciate you sending us your feedback, as it allows us to improve your experience and that of all our users.
To properly process your request, please write to us directly at: ayuda@beton.win
This way, we can help you more directly and maintain a smoother communication channel.
We'll be waiting for your response!
Sincerely,
Customer Service Team - BETON.WIN.
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6 days ago
Dear Beton.win Casino Team,
Thank you for your response.
Dear Player,
Have you managed to get in touch with the casino? Do you currently still have access to your account?
If so, please forward the communication between you and the casino's customer support directly to my email at attila.g@casino.guru.
Thank you in advance for your reply.
