Beton.win Casino - El jugador solicita un reembolso tras problemas con la exclusión de su cuenta.

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.

Hola,

me llamo C. G., soy de Chile,

Solicito un reembolso de todas mis perdidas desde el 06 de febrero, un total de 415.000 CLP.

Resulta que el 06 de febrero de este año contacté a BetOnWin por correo solicitando la autoexclusión de mi cuenta permanentemente, ya qué en el chat en vivo no me hacian caso, y la p´´agina no tiene un apartado para hacerlo manualmente, el motivo de la autoexclusion es porque tengo un grave problema de ludopatía, y se los he dicho reiteradas veces.

Después de semanas, el 23 de febrero, me confirmaron que mi cuenta había sido excluida, después estuve varios meses limpio, hasta que el 22 de julio, pude ingresar en mi cuenta, iniciando sesion como si nada, y volví a apostar, desde el 23 de julio estuve pidiendo que me excluyeran la cuenta, y el 24 de julio me contacté por correo con BetOnWin, para la exclusion por motivos de ludopatia, y no me hicieron caso, estuve insistiendo varios dias seguidos, y el día de hoy (16-05-2025), viendo correos antiguos me di cuenta que mi cuenta supuestamente ya estaba excluida (desde el 23 de febrero), y vi los mensajes que eran igual de negligentes que los de ahora, tengo muchas pruebas de que no me hicieron caso cuando yo les rogaba que me excluyeran la cuenta por problemas de ludopatía.

Por eso ahora solicito aparte de la exclusion permanente, la devolución de las perdidas desde el 06 de febrero (la vez que les contacte por correo solicitando la exclusión permanente), hice los calculos, restando los depositos y las retiradas, entre el 06-02 hasta el 22-02 tuve perdidas de un total de 106.233 CLP, y entre el 22-07 hasta el 16-08 (hoy) tuve un total de 309.199 CLP en perdidas, sumando los dos periodos da un total de 415.432 CLP, pero solicito 415.000 CLP aproximandolo.

Encuentro terrible lo que hace BetOnWin, ya que como este hay muchos casos.

Si necesitan más información o pruebas con gusto se las doy.

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.

• 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