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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.

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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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Attila