Beton.win Casino - Las solicitudes de autoexclusión de los jugadores se retrasan.

I've requested self-exclusion dozens of times due to gambling addiction, but they're unable to do it. I've lost a huge amount of money.

He solicitado la autoexclusión decenas de veces debido a ludopatía, pero no son capaces de hacerlo. He perdido much´ísimo dinero.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Beton.win Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication (ads; newsletters)
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I still have access to my account, they haven't done anything.

I've cancelled my subscription, but it was a cumbersome process and the website doesn't clearly show whether they're deactivated or not.

The last time I made a deposit was on April 30th.

I forward requests that I have a record of; many were made through the support chat and no records were kept.

Sí, aún tengo acceso a mi cuenta, no han hecho nada.

Estoy dada de baja, pero fue un proceso engorroso y la página no tiene claridad para mostrar si estan desactivadas o no.

La última vez que realicé un depósito fue el día 30 de abril.

Hago envío de las solicitudes que tenga registro disponible, muchas fueron hechas por el chat de soporte y no quedaron registros.

Dear Versech,

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, Michal (michal.v@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,

Tomas

Hello Versech,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

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.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of Beton.win Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

This is the message we've received from the casino:

"Dear [Names/Company Names]

First of all, we would like to offer our sincerest apologies for the delay in responding to this complaint.

We are currently working actively to improve our response times, as our players' feedback and requests are very valuable to us. Our goal is to provide more timely and efficient support in these types of cases.

We would like to request, if possible, the reopening of this claim so that we can review the case and follow up accordingly.

Dear Versech, we would like to ask if you still wish to proceed with your self-exclusion request. If your answer is yes, please let us know by replying in this same thread, and we will gladly review your case as a priority to provide you with a resolution as soon as possible.

We await your response and appreciate the opportunity to address this case.

Sincerely,

Customer Service Team

Beton.win"

Dear Versech,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

We’ve reopened this complaint at the request of Versech. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Beton.win Casino,

I have been informed by the player that they wish to go through with the proposed self-exclusion. Could you kindly proceed with the process?

Thank you for your response and for confirming your desire to continue with the process.

To ensure we can continue processing your request securely and efficiently, we kindly ask you to contact us directly by sending a message to our email address: ayuda@beton.win .

Please send us the message from the email address associated with your casino account so we can verify your identity and apply self-exclusion with the highest priority.

We await your contact to resolve this case as soon as possible.

Gracias por su respuesta y por confirmar su deseo de seguir adelante con el proceso.

Para poder continuar con la gestión de su solicitud de manera segura y eficiente, le pedimos amablemente al cliente que se ponga en contacto con nosotros directamente enviando un mensaje a nuestro correo electrónico: ayuda@beton.win.

Por favor, envíenos el mensaje desde la dirección de correo asociada a su cuenta de casino para poder verificar su identidad y aplicar la autoexclusión con la máxima prioridad.

Quedamos a la espera de su contacto para resolver este caso a la brevedad.

I sent the email from the address associated with the account. I hope this gets resolved because lately they've even been calling me to try to get me to play again.

Enviado el correo desde la dirección asociada a la cuenta, espero esto se resuelva porque en el último tiempo incluso me llaman para que vuelva a jugar.

HELP PLEASE. Now they're playing dumb, saying they never said anything, and even in their reply they're encouraging me to play!

AYUDA POR FAVOR. Ahora se hacen los desentendidos, que nunca han hablado nada, incluso en el mensaje de respuesta incitan a jugar!

Dear Beton.win Casino,

Could you kindly let us know why the player's account has not yet been closed?

Dear customer,

To continue and properly process your request, you need to contact us directly by email at ayuda@beton.win, using the email address associated with your account.

At the moment, we have not received your email, so we are still waiting for you to contact us. This step is necessary to properly verify your identity and proceed with the requested process.

Thank you for your understanding. We will await your email so we can continue with the process.

Dear Versech,

I kindly request that you resend the email to the casino and include me in the CC. My email address is michal.v@casino.guru.

The email was sent, attaching everything possible, and explaining that the email has two ways of being displayed to the public.

Please, help...

Se envió el correo, adjuntando todo lo posible,y explicando que el correo tiene dos formas de mostrarse al público.

Por favor, ayuda...

Dear Versech,

I confirm that I've received the email.

Dear Beton.win Casino,

Could you let us know if you have received the email from the player?

Dear Michal:

We have checked our system again and, at the moment, we have not yet received any contact from the user from the email address registered in her account.

For security reasons, it is necessary for the user to contact us directly using the email address registered in our system. We remind you that you can write to us at ayuda@beton.win.

We await your contact so that we can continue with the corresponding process.

Sincerely,

Casino Beton.win

Estimado Michal:

Hemos verificado nuevamente nuestro sistema y, por el momento, no hemos recibido aun algun contacto de la usuaria desde la dirección de correo electrónico registrada en su cuenta.

Por motivos de seguridad, es necesario que la usuaria se comunique directamente con nosotros utilizando el correo registrado en nuestro sistema. Le recordamos que puede escribirnos a ayuda@beton.win.

Quedamos atentos a su contacto para poder continuar con el proceso correspondiente.

Atentamente,

Casino Beton.win

Dear Beton.win Casino,

I wanted to reach out regarding the issue we have been experiencing. It appears that there may be a technical issue on your side, as I have successfully received the emails sent from the correct address to the one you specified. Given this, I kindly request that you proceed with the self-exclusion of the player's account. If needed, I can provide you with copies of the emails from my inbox for your reference.

Dear Michal:

We have checked our system again and have not received any emails from moriseth.alvarado@gmail.com , which is the address registered in the player's casino account.

Could you please check again and ask the player to contact us at ayuda@beton.win From the correct email address? For security reasons, it is necessary that the user contact us directly using the email address registered in our system. Thank you in advance.

Sincerely,

Beton.win Casino

Estimado Michal:

Hemos revisado nuevamente nuestro sistema y no hemos recibido ningún correo desde moriseth.alvarado@gmail.com, que es la dirección registrada en la cuenta de casino de la jugadora.

¿Podría revisar nuevamente y pedirle a la jugadora que nos contacte a ayuda@beton.win desde el correo correcto? Por motivos de seguridad, es necesario que la usuaria se comunique directamente con nosotros utilizando el correo registrado en nuestro sistema. Gracias de antemano.

Atentamente,

Beton.win Casino

Hello Versech,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Versech,

Have you had a chance to reach out to the casino yet?

Dear Beton.win Casino,

I would like to inquire if it would be acceptable for me to forward you the correspondence from the player. It appears that the issue cannot be addressed solely by having the player resend their emails.