Beton.win Casino - Se deniega la solicitud de autoexclusión del jugador.

I'm requesting self-exclusion because they won't grant it to me. I've requested it repeatedly, and Beton Win won't give it to me. I'm tired of asking, of them acknowledging my request and not resolving it, of being told to wait. I have many ticket numbers.

Since this is escalating to a major case, I request a refund of the money I received from the date I requested the exclusion.

Since they did not respect the conditions of the regulatory framework of the entity in charge of Beton Win.

The customer has to be given what they ask for. And it's a disgrace that someone requests exclusion, whether due to gambling problems or something else, and it's denied. I await a response.

Solicito la autoexclusion ya que no me la dan. Reiteradas veces la solicite y beton win no me la da. Me he cansado de pedirla, de que me tomen caso y no lo resuelvan, que espere. Tengo muchos numeros de tickets.

Ya que escalo a un caso importante, solicito que me devuelvan el dinero desde que solicite la exlusion.

Ya que no respetaron las condiciones del marco regulatorio de la entidad que esta a cargo de beton win.

Al cliente tienen que darle lo que pida. Y es una verguenza que alguien solicite la exlusion ya sea por problemas de ludopatia u otra cosa y no se la den. Espero respuesta.

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 your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Player,

Thank you for your response.

Dear Beton.win Casino Team,

Thank you for your message. Do you have any updates for us in relation to this complaint? Have you managed to locate the player's casino account?

Thank you in advance for your reply.

Dear Mateo,

First of all, we apologize for any inconvenience we may have caused you. We also deeply appreciate you sending us your feedback, as it allows us to improve your experience and that of all our users.

To properly process your request, please write to us directly at: ayuda@beton.win

This way, we can help you more directly and maintain a smoother communication channel.

We'll be waiting for your response!

Sincerely,

Customer Service Team - BETON.WIN.

Estimado Mateo,

Antes que todo, lamentamos todas las molestias que pudimos haberle ocasionado, también valoramos profundamente que nos haga llegar sus comentarios, ya que gracias a ellos podemos mejorar su experiencia y la de todos nuestros usuarios. 

Por favor, para procesar correctamente tu solicitud, escríbanos directamente a: ayuda@beton.win

De esta forma, poderemos ayudarle de forma más directa y podremos mantener un canal de comunicación más fluido.

¡Estaremos atentos a su respuesta!

Atentamente,

Equipo de Atención al Cliente - BETON.WIN.

Dear Beton.win Casino Team,

Thank you for your response.

Dear Player,

Have you managed to get in touch with the casino? Do you currently still have access to your account?

If so, please forward the communication between you and the casino's customer support directly to my email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear player,

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,
Attila
Casino.Guru