Beton.win Casino - general discussion (page 2)

The only tool they offer me is a suspension of 1, 3 or 7 days.

There needs to be some legal means to regulate casinos and enforce responsible gambling laws.

Gambling addiction is increasing every day, and they are not helping with this problem; on the contrary, they are encouraging it.

Regarding my complaint, I kindly request a response. It's very difficult to stop playing. Thank you.

That's their business model, and that's why they refuse to close accounts. The same thing is happening to me; I've been trying to close this damn account since November 2025, but they systematically refuse. And get this: an executive even wrote to me saying they're prohibited from closing accounts; the idea is to retain customers at all costs.

They are nothing more than a nest of rats and criminals of the worst kind.

So I don't even get my hopes up about being able to close it.

They're criminals, you're right.

I understand, and I know this is definitely not an easy situation. If a player is struggling with gambling addiction and has clearly informed the casino about it, the casino should take appropriate steps to prevent further play.

I know that some casinos may have limited responsible gambling tools, but I don’t think that should make it impossible to close or block an account so the player can no longer access it. If you clearly told them that you have a gambling problem, that is something they should take seriously.

As for your complaint, you can see a timer in the top-right corner showing how much time our team has to respond. So for now, you’ll need to be a little more patient and wait for the complaint process to move forward.

I can see that the casino seems to have some issues in this area, which is definitely not ideal.

I also noticed that you submitted a complaint about a month ago but unfortunately didn’t respond there in the end. That’s a pity, as the case might have progressed further. I can see that you’ve now opened another complaint, though, so hopefully our team will be able to help this time.

I don’t want to promise anything, especially considering that you’ve apparently been trying to close your account since last year. I also don’t really understand why the casino has made the process so difficult, but hopefully our team will be able to find out more and assist you with it.

I'll wait, but I can't find the timer.

This is your complaint. The blue box is the timer.

They refused to close my account and I've lost 2 million since then

Oh, I’d say that sounds quite serious.

Could you tell me exactly what you wrote to the casino when you asked them to close your account, and what reason you gave for wanting it closed? When did you first contact them about this, and which channels did you use, for example live chat or email?

Also, do you know why the account still hasn’t been closed?

Hi Jaroslav, thanks for taking the case.

What did I write to them and what reason did I give? I requested the permanent closure of my account and my permanent self-exclusion, explicitly stating in writing that I am a problem gambler and that I needed to be prevented from continuing to gamble. I mentioned my problem gambling from the very first request and repeated it in numerous subsequent emails (I have screenshots where it appears verbatim).

When and through which channels? The first contact was on July 27, 2026. I used two channels: email (to their Zendesk support, where I have a thread of over 44 emails — request #728998) and the platform's live chat. Regarding the chat, an important detail: it doesn't save a history — when you close the window, the conversation disappears without any option for transcription — and it's an automated AI system that presents itself as a human agent (I have a screenshot where it states "you are speaking with an agent" and a reverse image search of the supposed agent's photo, which is a stock image). That's why the solid evidence is in the emails.

Why is the account still open? The casino has never given a concrete reason. Their responses from July 27th and 28th state that the closure "cannot be carried out immediately," that it must be evaluated by a "specialized department" with an "internal regulatory protocol," and they require me to reconfirm the request every week to keep it active. More than a month later, it is still "in process" (ticket #808229, opened after my formal notification). In contrast, they rejected the refund in one day (July 28th: ​​"refund of funds is not applicable"). Since the request, I have lost approximately CLP $1,800,000 by keeping the account active, including a relapse that I reported to them via chat.

I have screenshots of everything mentioned above already attached to the complaint and I am available for any additional information.

Sure, thank you. You explained the situation quite well, and I’m glad you answered my questions.

I’d definitely continue handling this with our complaint team, as you’re already doing. Since you have an open complaint, make sure to provide them with anything else they ask for, as that will be important for moving your case forward.

If you’ve already been trying to communicate with the casino for more than a month since your first self-exclusion request, then in my opinion the account should have been closed much sooner, especially if you clearly mentioned a gambling addiction or gambling problem.

So based on what you’ve described, it doesn’t seem normal that the account is still open. Hopefully, our team will be able to assist and find out why this happened.

If anything changes or you receive any new information from the casino, feel free to let us know.