Beton.win Casino - Player seeks refund after account exclusion issues.

Hello,

My name is CG, I'm from Chile,

I request a refund of all my losses since February 6th, a total of 415,000 CLP.

It turns out that on February 6th of this year I contacted BetOnWin by email requesting the permanent self-exclusion of my account, since they were not paying attention to me in the live chat, and the page does not have a section to do it manually, the reason for the self-exclusion is because I have a serious gambling problem, and I have told them this repeatedly.

After weeks, on February 23rd, they confirmed that my account had been excluded. I was clean for several months, until July 22nd, when I was able to access my account, logging in as if nothing had happened, and I started betting again. From July 23rd onwards, I requested that my account be excluded, and on July 24th, I contacted BetOnWin by email to request exclusion due to gambling addiction, but they ignored me. I insisted for several days in a row, and today (May 16th, 2025), looking at old emails, I realized that my account was supposedly already excluded (since February 23rd). I saw that the messages were just as negligent as the current ones. I have plenty of evidence that they ignored me when I begged them to exclude my account due to gambling addiction.

Therefore, in addition to permanent exclusion, I am now requesting a refund of losses incurred since February 6th (the date I contacted you by email requesting permanent exclusion). I calculated the losses, subtracting deposits and withdrawals. Between February 6th and February 22nd, I had losses totaling 106,233 CLP, and between July 22nd and August 16th (today), I had losses totaling 309,199 CLP. Adding the two periods gives a total of 415,432 CLP, but I am requesting approximately 415,000 CLP.

I find what BetOnWin is doing terrible, as there are many cases like this.

If you need more information or proof, I'd be happy to give it to you.

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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.

• Could you please forward me the original emails containing your self-exclusion requests, starting from February 2026, as well as your most recent conversations with the casino customer support regarding the closure of your account and your refund request? My email address is veronika.f@casino.guru.
• Did the casino specify how long your self-exclusion would remain valid?
• Was your account reopened automatically, or did you request the casino to reopen it?
• Did you receive any emails informing you that your account was available for playing again and that your self-exclusion period had ended?

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