Beton.win Casino - Player's self-exclusion request remains ignored.

On July 27, 2026, I formally requested BetonWin (Beton.win) to permanently self-exclude my account, explicitly stating in writing that I suffer from gambling addiction. More than a month has passed without this being implemented: my account remains active, with deposit and betting capabilities, and during this period I have lost approximately CLP $1,800,000, losses that occurred solely because the casino failed to fulfill its obligation to exclude me despite being aware of my condition.

Delaying and abusive responses. On July 27th, the casino replied that the closure "cannot be carried out immediately" and required me to reconfirm the request every week to keep it active—imposing on a self-confessed problem gambler the burden of recontacting the casino, exposing him to the very trigger he's trying to protect himself from. By July 28th, they had already rejected the refund ("refund of funds is not applicable"), but the exclusion is still "under evaluation by the specialized department" a month later: they denied the money in one day and have been "evaluating" the protection for over 30 days. I have sent more than 44 emails from the address registered to my account (thread #728998); only after a formal notification did they open a second ticket (#808229), still "in process," whose confirmation included a "PLAY NOW" promotional button with links to Casino, Sports, and Promos—gambling advertising sent in response to a self-exclusion request for problem gambling.

AI-driven simulated support. The support chat is an automated system pretending to be a human agent: when I explicitly requested to speak with a person, it responded "You are speaking with an agent," with incoherent answers that ignored my suspension request. The supposed agent's profile picture is a stock image used on multiple unrelated websites (reverse image search attached). Furthermore, the chat doesn't save any history: everything disappears when the window is closed, with no downloadable transcript—the channel the casino itself designates for "urgent" matters is clearly designed to leave no trace. On July 28th, they stated in writing via email that I was being assisted by "Customer Support team members and not an automated system," a claim contradicted by the screenshots. Additional evidence of automation: despite my account being verified through KYC with my real identity, all responses address me by my Google account profile name ("Camilo Carrera," visible in the sender field), not my verified name—no one has ever opened my file.

Ignored life crisis. At the beginning of August, in the midst of a crisis and after a relapse involving three deposits—which occurred because my account was still active—I emailed them stating that I would take my own life if they didn't act, giving them a deadline of a few hours. The response was a template asking me to "maintain a respectful and cordial dialogue," not to send consecutive emails because "they overload the channel," and reiterating the evaluation by the "specialized department." No emergency protocol was activated, the case wasn't escalated, and the account wasn't suspended. Ignoring a declaration of suicidal risk from a player with a diagnosed gambling addiction—responding with a reprimand based on the tone—is the most serious possible breach of the duty of care.

Pattern of behavior. There is a previous case on Casino Guru from another player in Chile against this same casino, classified as "failed self-exclusion," with a similar refund claim. This is not an isolated incident.

I request: (1) permanent and immediate self-exclusion; (2) definitive closure of the account; (3) reimbursement of deposits and losses from July 27, 2026 (approx. CLP $1,800,000, subject to verification with the transaction history); (4) removal of my data from your marketing lists.

Attached evidence: (1) chat where the bot claims to be an agent + reverse image search of the stock photo + my relapse report; (2) email dated July 27th demanding weekly reconfirmation of the closure; (3) email dated July 28th denying the refund and claiming human support; (4) inbox with a thread of 44 emails (#728998) and evidence of two tickets (#728998 and #808229); (5) email dated August 7th responding with a template after two weeks without resolution; (6) confirmation of ticket #808229 with a "PLAY NOW" button; (7) exchange where I communicate a life-threatening situation and receive a "cordiality" template. All communications originate from the email address registered and verified on my account (Player ID 526257932); my real identity is verified by KYC and differs from the Google profile name that the casino replicates. I am available to the mediator to provide the complete transaction history and any additional background information.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Was your account disabled by the casino at any point during the period after you first mentioned gambling addiction, or did you remain able to access and use your account throughout this period?
• Could you please forward me the complete email correspondence between you and the casino regarding your self-exclusion request, rather than just screenshots? My email address is veronika.f@casino.guru.
• When did you first mention gambling addiction as the reason for requesting the closure of your account? Did you mention your gambling problem in any subsequent requests as well?
• Have you completed the full KYC verification process at this casino?
• How did the casino explain the delay in processing your account closure or self-exclusion request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika