Beton.win Casino - general discussion

If you want to discuss anything related to Beton.win Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Responsible gaming does not exist and you are advised to ask a family member to help you manage your account.

Unfortunately, not every casino has such features and uses responsible gambling tools.

If this is important to you and you know that the casino does not have them, then I would not play there. 

In some cases, a family member can help, but the casino should not rely on this.

So what are you missing at the casino? Did you want to self-exclude, close your account, or something else?

I wanted self-exclusion. For losing control while gambling.

Did you manage to self-exclude somehow, please?

They sent me an email saying they'd "now" blocked my account. I don't know for how long. But they could have, but they didn't want to. Is it obvious why?

Zero player protection.

Was your request to permanently block your account tough?

If so, they should definitely do as asked and never open it again, of course.

My experience with BetonWin has been extremely negative.

Since last year, I have repeatedly requested the permanent closure of my account due to a gambling problem. I clearly explained my situation and asked to be self-excluded to prevent further gambling. However, my requests were not addressed promptly, and my account remained active, allowing me to continue making deposits and placing bets.

As a result, I suffered significant financial losses which, in my opinion, could have been avoided if the operator had properly applied its responsible gaming and player protection policies.

Due to this situation, I filed formal complaints with the licensing authorities under which BetonWin operates, as well as a report requesting an investigation into the possible breach of responsible gambling obligations. I have also requested the permanent closure of my account and the reimbursement of losses incurred since the date I began requesting self-exclusion.

My intention in publishing this review is to warn other users, especially those who may be struggling with gambling addiction. If you ever request self-exclusion or account closure, I recommend keeping all emails and records of your requests.

I hope BetonWin takes responsibility, respects player protection measures, and provides a fair solution to this case.

Good day to you.

I imagine it's difficult to stand out with such experience, so I greatly appreciate your decision to do so. Based on our findings, this casino is not one of the best candidates, especially in its current state, and we had few opportunities to investigate responsible gambling practices. I'm sorry to see what you have been through; if you ever want to engage in a complaint process challenging concrete steps, processes, or decisions made, we are here. Self-exclusion is an important tool, and providing players with proper restrictions should be standard. So, if the matter is not older than 6 months, please consider it: https://casino.guru/guide/complaint-resolution-instructions 👈

When it comes to possibly ignored self-exclusion requests, I guess my colleagues can take a look at the last attempt if it wasn't longer than 6 months ago.

Dear

The same thing happened to me with Betonwin casino. I've been requesting self-exclusion since May, and they've only offered me a 24-hour pause, then 3 days, and now 7 days, which I didn't accept. I'd like to know where to file a complaint with the Anjouan authorities. Thank you very much.

Hi, I think trying to resolve this through us makes sense, and I can see that you’ve already submitted a complaint, which is currently under review. So for now, I’d wait for our team to look into it and see whether we can help.

From what you’ve described, you’ve been trying to self-exclude for quite some time, but the casino has instead offered you alternatives that would only restrict your account for a limited period. I understand why that wouldn’t be enough if what you actually requested was a long-term or permanent self-exclusion.

Did the casino ever explain why they couldn’t permanently self-exclude you from the platform?

Hello. Thank you for your response. I was told I could only request a temporary suspension, as that was their policy. This was written to me by Daniel, who was supposedly my VIP representative. I relapsed recently, and the whole process started again: a 24-hour suspension, then 3 days, and yesterday they offered me 7 days, which I rejected. I then requested self-exclusion due to gambling addiction. In this last instance, Abigail, Account Manager at BETON.WIN, offered it to me. Daniel had referred me to her a few days prior to my insistence on deleting my account.

This is the request number: Request #768444 - Re: Request #754483 - Contact Request - BetonWin

This is the email Abigail wrote to me from: support@betonwin2.zendesk.com

Hi, I understand. If you initially only asked for the account to be closed without mentioning a gambling problem, the casino may have treated it as a standard account-closure request and tried to offer alternatives to keep you as a customer.

However, once you clearly told them that you have a gambling problem and wanted to self-exclude, I would expect the situation to be handled differently from a responsible gambling perspective. If they then told you that permanent self-exclusion wasn’t possible, that would certainly be relevant for our complaint team to look into. So we’ll see how they assess everything.

Regarding the email you mentioned, unfortunately I can’t see it just from the reference number you provided. I’m not a casino representative and don’t have access to their internal emails or systems. You’ll need to either post a screenshot of the email or copy the relevant text here so I can see what they actually told you.

This is what they replied:

"How are you? 😊

This is Abita, Account Manager at BETONWIN.

Thank you for contacting us again.

After reviewing your request, we can proceed with a temporary suspension of your account. This can be for 3, 5, or 7 days.

To proceed, we need you to send us a selfie holding your identity document, from the same email address registered in your account.

Once the documentation has been received and validated, we will be able to proceed with the corresponding suspension.

Greetings,

Abita — Account Manager BETON.WIN

BETONWIN"

I sent the information requested in this email in May, but they continue to block my request for self-exclusion. I have had several relapses in gambling, suffered financial losses, and experienced emotional distress.

I responded by requesting self-exclusion again due to gambling addiction and informing them that I had already sent the image they requested.

Sure, I understand. In that case, let’s wait for our team to investigate the whole situation.

I don’t think a player should have to repeatedly tell a casino that they have a gambling problem. In my view, that would be a serious concern from a responsible gambling perspective.

Hopefully, our team will be able to get to the bottom of it and the situation can be resolved in a way that gives you some peace of mind.

I hope you can help me. Thank you very much.

I don't want to promise your anything for now but we will try.

Fingers crossed.🤞