The player from Chile requested permanent self-exclusion from his account due to gambling addiction on July 27, 2026, but over a month later, his account remained active. Despite reporting suicidal feelings, the casino did not activate any emergency protocols and continued to ignore his requests for self-exclusion and a refund of approximately CLP $1,800,000. He experienced a lack of proper support, automated replies, and abusive customer service responses without resolution. We closed the complaint as unresolved because the casino confirmed that the account was blocked only on August 28, but refused to provide the account ledger and supporting records needed to challenge the supported net loss of CLP 1,531,700. The casino maintained that the losses were voluntary and declined to reimburse any amount, so further mediation was unlikely to change its position.
Beton.win Casino - Player's self-exclusion request remains ignored.
Failed self-exclusion
Black points: 852
Amount: $1,531,700 CLP
Beton.win Casino
Safety Index 5.9 Below averageCase summary
Translation
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:
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.
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
TranslationUpdate: On August 28, 2026, the casino notified me of the permanent blocking of my profile (Request #808213), which resolves my self-exclusion request—one month after the original request of July 27 and only after formal notification and the filing of this complaint. However, the communication makes no mention of the refund of deposits and losses after July 27 (approximately CLP $1,800,000), which occurred solely because the casino kept my account active despite my written declaration of gambling addiction. I have already responded to the casino, stating that this issue remains unresolved, and requesting the complete transaction history of my account (which I lost access to with the blocking) and confirmation of my removal from their marketing lists, as I continue to receive promotions. The complaint regarding the refund remains open.
Dear BetonwinEstafa
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
Dear BetonwinEstafa,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the Beton.win Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a Beton.win Casino representative to join this conversation and participate in resolving this complaint.
Dear Beton.win Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
TranslationDear Camilo,
We are writing to formally inform you about the resolution of your case, following a detailed review of your recent communications and the tickets generated in our system.
We would like to record the following points regarding your recent interactions:
Subsequent inquiries after the closure request: We have verified that, despite having submitted a request to close and block your account, you contacted us again later in another ticket to make specific inquiries about bonuses and balance, demonstrating an intention to continue operating on the platform.
Disrespect towards our agents: In a second ticket, we were forced to close and block the case because he maintained offensive language and uttered insults towards our support team.
User responsibility: We have acted in accordance with our policies and followed the account blocking protocol. Your continued deposits and betting on the platform, ignoring the ongoing process, are your sole and exclusive responsibility.
We confirm that your account is now permanently blocked, thus fulfilling your closure request.
Dear Beton.win Casino,
Could you please share information regarding the player’s self-exclusion requests, as well as their subsequent deposit and withdrawal history?
This is important in order to determine whether the account was closed appropriately and promptly. Thank you in advance for your cooperation.
Dear Igor,
We would like to inform you that the customer contacted us on July 27 to request that we block his account.
That same day, his case was escalated to the appropriate department to follow the account-blocking process in accordance with our internal guidelines.
That same day, the customer contacted us three more times: twice to reiterate the request to freeze the account and once to discuss a completely different matter related to a bonus.
After the customer’s initial request, in every conversation where the customer asked for information about their account or the status of the request, the customer became hostile toward our representatives, filling chats and emails with insults and threats. For this reason, several of these conversations were terminated due to the customer’s foul language and behavior.
Subsequently, our representatives attempted to contact the customer to confirm their request to freeze the account; however, the customer stopped responding, and the chat closed automatically.
Throughout August, there were conversations in which the customer requested that the account be blocked; the representatives asked for further details and confirmation, but the chat was closed because the customer did not respond.
Since we received confirmation from the customer via email on August 26, it was immediately forwarded to the appropriate department, where the account was blocked on August 28.
Regarding your request for the deposit history, we regret to inform you that, due to confidentiality and data protection policies (NDA), we are unable to share this information.
We understand that this situation may have caused the player inconvenience, and we apologize again for any inconvenience caused.
We remain available should you need anything else from us.
Kind regards,
Beton.win Casino
TranslationThe casino confirms that my account blocking request was dated July 27th and that it was "escalated that same day." The account was blocked on August 28th: 32 days of active account for a player with a documented gambling disorder, a fact that is no longer in dispute.
It is false that I "stopped responding": the Casino Guru team has forwarded the entire thread of over 44 emails I sent between July 27 and August 26 (requests #728998, #761165, and #808213), consistently requesting closure. Furthermore, their own email from July 27 required me to "reconfirm the request every week"—self-exclusion for gambling addiction cannot be conditional on successive confirmations; it must be executed with the first request. The "confirmation email of August 26" they refer to was actually my formal notification announcing a complaint to their licensor: they only acted under threat of legal action.
Regarding the alleged hostility: the messages with offensive language include one in which I communicated an explicit life-threatening situation, which was answered with a template requesting "cordiality," without any protocol being activated. Using the desperation of a vulnerable player—caused by their own inaction—as justification for ending conversations is an aggravating factor. I also recall that their chat supposedly does not keep a history and is operated by an automated system that presents itself as human agents (evidence already provided).
I expressly authorize the casino to provide Casino Guru with my entire transaction history. "Data protection" cannot be invoked against the data subject who grants this authorization. Refusal to provide the only document quantifying deposits made after July 27th can only be interpreted as concealing proof of the claimed refund (approximately CLP $1,800,000).
Dear Beton.win Casino,
Please send me privately at igor.p@casino.guru the original ticket, email, chat and CRM records showing the exact wording and timestamps of the player’s self-exclusion communications, together with the account ledger needed to establish deposits, withdrawals and net gambling losses after a reasonable processing period and before the August 28 block.
The player has expressly authorized disclosure. A later bonus inquiry or hostile language does not by itself cancel an earlier gambling-related protection request.
TranslationThank you, Igor, for your clarification and for providing the required information.
Regarding the requested records, we respectfully maintain our position that internal communications, operational logs, and other confidential information cannot be disclosed, as they are subject to our confidentiality and data protection obligations. Therefore, we are unable to provide the requested internal tickets, chat logs, CRM records, or other confidential documentation.
The deposits and subsequent bets were made voluntarily by the customer using his own funds.
In particular:
- The deposits were made directly by the player and were not imposed or required by the casino.
- The customer was not forced or otherwise compelled to continue depositing or placing bets.
- No specific incentive or promotion was provided to encourage the player to continue playing after having made a clear request for permanent closure.
For these reasons, the company is not in a position to consider refunding the funds voluntarily used by the customer.
We remain willing to cooperate with the review and will continue to evaluate the available records and information so that the matter can be considered on the basis of the relevant facts and circumstances.
However, the customer's request for permanent closure of their account was ultimately fulfilled in full, as stated above.
We sincerely regret that the customer had an unpleasant experience during some of their interactions with the platform.
As a general recommendation, if a customer detects any inconsistency or problem related to the operation of a website or application, it is always advisable to contact Customer Service promptly to request the corresponding assistance.
As this particular case demonstrates, when a client contacts us to make a request, it is processed with the utmost care and with the willingness to provide the appropriate assistance.
Betonwin and its support team remain open to any future interaction that may prove productive with Casino Guru and the platform's users.
TranslationResponse to the casino's last answer:
The casino claims that "no specific incentive or promotion was provided to encourage the player to continue playing after making a clear request for permanent closure." This claim is false: my self-exclusion ticket confirmation (#808229) included a "PLAY NOW" promotional button with links to Casino, Sports, and Promotions, and I received promotional emails for roulette, free spins, bonuses, and VIP levels throughout August, for over a month after my request on July 27th. All of these emails, with their dates, were forwarded to the Casino Guru team.
The casino refuses to hand over the account ledger and communication records despite my express authorization as the data subject—data protection cannot be invoked against someone who authorizes disclosure—but simultaneously makes claims about what those records contain and requests that the case be evaluated "on the basis of the facts." The facts are precisely in the records it refuses to show.
I have sent to Resolver by email screenshots of my account's complete deposit history, recorded before the August 28th block, and a chat on the platform where I am expressly told to wait for a response by email, which contradicts the casino's claim that the conversations were closed due to lack of response from me.
Beton.win's own platform states in its FAQ section and other sections of the site that it offers responsible gaming tools, including self-exclusion, and indicates that the support chat is enabled to manage them. In practice, none of this is effective: when I requested self-exclusion via chat, I was indefinitely redirected to email; by email, I was referred to a "specialized department" which took 32 days to respond; and I was required to reconfirm my own request weekly. A previous case published on Casino Guru against this same operator records that another Chilean player was told that these features were unavailable and that he should ask a family member to monitor him. Consequently, the casino advertises safe and responsible gaming measures that it does not implement: there are no operational deposit limits, no enforceable self-exclusion, and no trained staff to manage it, despite publicly stating this on its website.
Finally, I want to state something that is not legal but human. On July 27th, I asked for help, declaring that I am a problem gambler. What I received for a month were automated templates, an AI chat that claimed to be a person, the requirement to "reconfirm" my exclusion weekly, advertisements for roulette and bonuses, and—at the worst point of all, when I wrote that I was at risk of taking my own life—an email asking me to "maintain a cordial dialogue." Today, the casino claims that my deposits were "voluntary." Nothing that happened after July 27th was voluntary: it was the direct consequence of an operator ignoring a person who asked them in writing to stop for 32 days. The casino had an obligation to protect a player who declares an addiction, and they failed to fulfill it.
Dear BetonwinEstafa,
To establish the exact amount affected by the delayed self-exclusion, please send me original statements from every payment method you used between 31 July and 28 August 2026, showing all payments to and receipts from Beton.win.
Please send these privately to me at igor.p@casino.guru.
The deposit recording is helpful, but these statements are needed to reconcile any withdrawals or returned funds before I determine the supported amount.
Thank you.
TranslationIgor, I have sent you the original bank statements for the requested period, along with the reconciliation of the amounts. According to the records, the total deposited between August 1st and 28th amounts to CLP $1,956,700. From this amount, I must deduct a withdrawal of CLP $310,000 received on August 14th and a second cryptocurrency withdrawal that I estimate to be no more than USD $120, which I am reporting despite not being able to locate the exact transaction in my records. This results in an approximate net loss of CLP $1,531,700. My initial estimate of CLP $1,800,000 was from memory; this figure is based on the records. I reiterate my express authorization for the casino to provide its ledger and verify these figures against its own records.
Dear Beton.win Casino,
Based on the evidence provided by the player, the currently supported net loss following the delayed self-exclusion is CLP 1,531,700. I therefore ask the casino to reconsider its position and reimburse this amount.
If the casino disputes the calculation or believes that a different amount applies, please send me the complete relevant account ledger and supporting transaction records privately at igor.p@casino.guru. Any deductions should be identified and supported individually.
Thank you.
TranslationDear Igor:
Thank you very much for sharing the additional information and for detailing the calculation performed regarding the indicated net losses.
We have reviewed the available information and the circumstances surrounding this case. Following this review, we respectfully maintain the position we have previously communicated.
As explained in our previous response, the deposits and subsequent activity were made voluntarily by the client using their own funds. The client was neither obligated nor required to make additional deposits or continue using the platform. Furthermore, no specific incentives or promotions were offered to encourage continued activity after a clear request for permanent closure. For these reasons, the company is not in a position to consider refunding the funds voluntarily used by the client.
In this regard, we want to reiterate that the client's request for permanent closure was finally processed and the account is currently completely suspended.
Regarding the requested documentation, we understand the purpose of your request. However, we must maintain our position that internal communications, operational records, and other confidential information cannot be disclosed, as they are subject to our confidentiality and data protection obligations. Therefore, we are unable to provide the requested internal tickets, chat logs, CRM records, or other confidential documentation.
We sincerely regret any inconvenience or unpleasant experience the customer may have experienced while interacting with the platform. Our goal at all times is to handle requests with due care and ensure that each case is addressed appropriately.
For our part, we remain open to any situation that requires review. Our support team will always be available to address any communications and inquiries that may arise in a respectful and collaborative manner.
TranslationI take note of the casino's response and record the following for the record:
The casino rejects the calculation of the net loss but refuses to provide the ledger and records that would allow it to be refuted, despite my express authorization as the data subject. Data protection cannot be invoked against someone who authorizes its disclosure: what exists here is a refusal to produce the documentation itself.
I further reiterate that your claim that there were no incentives or promotions following my request is false and is documented in the record: my self-exclusion ticket confirmation included a "PLAY NOW" button, and I received promotional emails for roulette, spins, and bonuses throughout August.
I have provided all my bank records, a recording of my account history, and have even voluntarily declared the withdrawals that were less favorable to me, revising my own estimate downwards. The casino has not provided a single document.
I also note that your last two replies in this thread repeat the same paragraphs from your previous response without addressing any of the specific questions in the Resolver. Considering that your support chat operates through an automated system that presents itself as human agents—with profile pictures that are stock images, according to the evidence already provided—I wouldn't be surprised if these replies are also automatically generated.
I will continue filing a complaint with your licensing authority and the appropriate authorities in Chile. I doubt, however, that they care: an operator that advertises nonexistent responsible gaming tools, takes 32 days to exclude a player with a declared gambling problem, and during that time sends them advertisements for roulette and bonuses, is not making an isolated mistake. They are systematically working to retain players with gambling problems. Their refusal to provide records is consistent with this. If I don't get a solution, I will take this to the highest levels, even if it costs me thousands of dollars in lawyers.
Dear BetonwinEstafa,
After reviewing all the available evidence and the casino’s final position, I am closing this complaint as unresolved.
The casino acknowledged receiving your account-blocking request on July 27, 2026, but the account remained available until August 28. The evidence supports continued gambling losses after a reasonable self-exclusion processing period. Based on the records provided, the currently supported net loss is CLP 1,531,700.
The casino was given the opportunity to challenge this calculation by providing its account ledger and supporting transaction records. It declined to provide those records and maintained that it would not reimburse the losses. Since the casino has rejected the proposed remedy and further repetition of the request is unlikely to change its position, I cannot continue the mediation effectively. The complaint will therefore be classified as unresolved, which may negatively affect the casino’s Safety Index.
I am sorry that we could not secure the requested reimbursement.
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.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Igor
