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Since before May 2026, I have been requesting self-exclusion from Betonwin Casino, via chat and email, due to gambling addiction, as I feel that gambling is negatively impacting my finances and healthy habits. The casino refuses to grant the requested self-exclusion and only suggests a temporary pause. First for 24 hours, then 3 days, and now they are suggesting a week. Because I do not accept these terms, they will not close my account. They are not only denying me the right to self-exclusion but are also failing to respect the responsible gambling policy they themselves state on their website. I hope this situation will be resolved and that they will grant my request, which I have been making for so many months and which is supported by my psychologist. Thank you very much.

Desde antes de Mayo de 2026 que solicito a Betonwin casino, por chat y corr so electrónico, la autoexcusión por ludopatía, pues he sentido que el juego estaba afectado mi economía y buenos hábitos. El casino se niega a realizar la autoexcusión solicitada y sólo me sugiere un pausado temporal. Primero por 24 horas, luego 3 días, ahora me sugieren una semana. Al no aceptar esos términos, no cierran mi cuenta. No sólo me están negando el derecho de autoexcusión sino que están no están respetando la política de juego responsable que ellos mismos exponen en su página. Espero está situación se resuelva y se cumpla lo que vengo solicitando hace tantos meses y avalado por mi psicólogo. Muchas gracias.

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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?
• Could you please share the communication in which you informed the casino about your gambling issues for the first time? Please share the information with timestamps to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Could you please explain what the amount of $10 represents in your situation?

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

Hi Tomás. I've sent the information to your email.

Thank you so much.

Hola Tomás. He enviado la información al correo.

Muchas gracias.

Thanks for the information provided.

Did the casino close your account permanently after you provided them with the selfie?

Please let me know about any news.

They never closed my account.

Nunca cerraron mi cuenta.

Hello,

I hope you are well, this is Daniel writing to you again.

I'd like to inform you that we do not currently have the self-exclusion option available.

Kind regards.

BETONWIN

This is what they replied. Outrageous.

Hola,

Espero estes bien, te escribe nuevamente Daniel.

Te comento que de momento no contamos con la opcion de autoexclusion disponible.

Saludos cordiales.

BETONWIN

Esto me respondieron. Indignante.

Dear Justiciero,

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, Martin ([email protected]). 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. I have already sent an advisor all the evidence that my self-excussion is being denied.

I don't understand why I should contact you again.

I would like a resolution urgently.

I continue to gamble, which is affecting my health and finances.

Sincerely

Holaaa. Ya le he enviado anteriormente a un asesor todas las pruebas de que se me niega la autoexcusión.

No entiendo por qué deberé contactarme nuevamente.

Quisiera una resolución de manera urgente.

Sigo apostando y afectando mi salud y economía.

Atentamente

Dear Justiciero,

I am sorry to hear about your troubles. I am Martin, and I will be taking care of your complaint from now on.

I confirm that I have received the evidence you previously sent to Tomas. You do not need to send it again.

I will now invite the casino to restrict your account immediately and explain why your permanent self-exclusion has not been processed. In the meantime, please refrain from making further deposits or placing additional bets.

Dear casino representative,

The player has provided a documented email chain showing repeated requests for permanent self-exclusion due to gambling addiction. Please immediately restrict the account from deposits and gambling and confirm once this has been done.

Please also provide the complete transaction and gameplay history from 14 August 2026 until the restriction is applied, showing deposits, withdrawals, and real-money results. If there are any concerns regarding the player’s identity, please clarify them and ensure that deposits and gambling remain blocked while the matter is investigated.

Please send the account records privately to me at [email protected].

Dear Martin,

Thank you for your message and for the information shared.

We would like to clarify that we have been actively working with the client regarding her account closure request and have provided her with the necessary steps to complete the process.

Currently, the request is being handled by our VIP Account Management department due to the client's status. We are awaiting a response from the client regarding Ticket #768444 in order to proceed, as appropriate, with a temporary or permanent closure of the account.

We also want to clarify that the account closure request has never been denied. We have simply requested confirmation and the necessary supporting documentation to determine the type of closure requested and to process it correctly.

It's important to note that while the process was pending the client's response, her account remained active, and she continued to contact us for various reasons. In fact, her most recent communication concerned the status of a deposit, rather than continuing with the previously indicated closure process. Therefore, we understand that the client did not complete the necessary steps to finalize the closure request at that time.

We remain at the client's disposal to assist her and complete the closing process as soon as we receive her confirmation and the necessary information.

Kind regards,

Beton.win Casino

Estimado Martin,

Gracias por su mensaje y por la información compartida.

Nos gustaría aclarar que hemos estado trabajando activamente con la clienta en relación con su solicitud de cierre de cuenta y se le han proporcionado los pasos necesarios para poder completar el proceso.

Actualmente, la solicitud está siendo gestionada por nuestro departamento de Gerencia de Cuentas VIP debido al estatus de la clienta. En este momento, estamos a la espera de una respuesta por parte de la clienta en el Ticket #768444 para poder proceder, según corresponda, con un cierre temporal o un cierre permanente de la cuenta.

Asimismo, queremos aclarar que en ningún momento se ha negado la solicitud de cierre de la cuenta. Únicamente se ha solicitado la confirmación y el respaldo necesario para determinar el tipo de cierre solicitado y poder procesarlo correctamente.

Cabe destacar que, mientras el proceso se encontraba pendiente de la respuesta de la clienta, su cuenta permaneció activa y la clienta continuó contactándonos por diferentes motivos. De hecho, su comunicación más reciente estuvo relacionada con el estado de un depósito, en lugar de continuar con el proceso de cierre previamente indicado. Por este motivo, entendemos que la clienta no continuó con los pasos necesarios para completar la solicitud de cierre en ese momento.

Seguimos a disposición de la clienta para asistirla y completar el proceso de cierre tan pronto como recibamos su confirmación y la información necesaria.

Saludos cordiales,

Beton.win Casino

Good afternoon. I have the email as proof where they deny my request to close the account due to self-excussion, and I have sent it to the Guru representative.

On the other hand, unfortunately I have continued playing because of my addiction to the game.

I have stopped sending emails, since in the last one they asked me for a medical certificate and I don't have the money to pay for a consultation.

The casino is putting up obstacles to avoid processing my self-exclusion due to gambling addiction, and I have provided evidence to support the aforementioned.

I request self-exclusion due to gambling addiction, because it is my right and this addiction affects me emotionally and economically.

Sincerely

Buenas tardes. Tengo el mail como probanza donde me niegan el cierre de la cuenta por autoexcusión y lo he enviado al representante de Guru.

Por otro lado, lamentablemente he seguido jugando por mi dependencia al juego.

He dejado de enviar mails, ya que en el último me solicitan un certificado médico y no cuento con el dinero para abonar una consulta.

El casino está poniendo obstáculos para no gestionar mi autoexcusión por ludopatía y he avalado con probanzas lo anteriormente mencionado.

Solicito la autoexcusión por ludopatía, porque es mi derecho y esta adicción que me afecta emocional y económicamente.

Atentamente

It's important to mention that I'm still active at the casino.

Es importante mencionar que sigo activa en el casino.

Dear casino representative,

the player repeatedly requested permanent self-exclusion due to gambling addiction. It is my understanding that casino's representatives also confirmed receiving the requested documentation, but subsequently stated that permanent self-exclusion was unavailable or conditional upon medical evidence.

Please note that we in no way believe the player should be required to provide a medical certificate in order to protect an account after a clear gambling-addiction disclosure. Any necessary identity verification can also be completed separately, while deposits and gameplay remain blocked.

Please restrict the account from depositing and gambling, confirm once this has been done, and provide us with the previously requested complete transaction and gameplay history from 14 August 2026 until the restriction was applied.

If, as in the other complaint, the casino considers itself unable to provide these records, a general reference to confidentiality, data protection, or an NDA will not sufficiently explain why. The information concerns the player’s own account and is necessary to assess the financial consequences of the continued account access. The player initiated this complaint and authorized Casino Guru to mediate the dispute, and the records can be submitted privately rather than published in the complaint thread.

If the complete records cannot be shared, please provide a suitably redacted account statement showing all dated deposits, withdrawals, and real-money results during the relevant period.

If a specific legal or contractual restriction prevents even confidential or redacted disclosure, please identify the restriction and explain how it applies to this case.

Please send the account records privately to me at [email protected].

Dear Martin,

Thank you very much for your message and for sharing the information regarding this case.

We would like to kindly clarify that we have been actively assisting the client with her account closure request and have provided the necessary guidance and steps required to continue with the process.

Due to the client's VIP status, the request is currently being reviewed and managed by our VIP Account Management Department to ensure it is handled appropriately and according to the established procedures. We would like to clarify that at no point was the client's request denied. The information requested was only necessary to confirm the type of closure requested and to ensure that the process was completed correctly and according to her preference.

We fully understand the importance of handling these types of requests with care, especially when they involve responsible gaming concerns. Our intention has always been to provide the appropriate support and ensure that the correct measures are applied based on the client's request.

While the process was pending the client's confirmation, the account remained active. During this period, the client continued contacting our team regarding different matters, and her most recent communication was related to the status of a deposit rather than continuing with the previously initiated account closure process. Therefore, the closure process could not be completed at that time as the required confirmation was still pending.

We remain fully committed to assisting the client and completing the account closure process once we receive the necessary confirmation and information required to proceed.

We kindly invite the client to contact us again referencing ticket #768444, so our team can continue reviewing her request and provide the appropriate assistance.

Thank you for your understanding and cooperation. We remain available to address this matter privately.

Kind regards,

Beton.win Casino

Good morning. I have sent the request for self-exclusion due to gambling addiction twice now. (Both sent to Martín)

Unfortunately, I've continued gambling, and this has caused serious financial hardship and tremendous emotional guilt. I can't go on like this.

I don't know what to do anymore to get my account closed permanently.

Sincerely.

Buenos días. He enviado nuevamente en dos oportunidades la solicitud de autoexcusión por ludopatía. (Ambas enviadas a Martín)

Lamentablemente he seguido jugando y esto ha generado un trastorno económico grave y una culpa emocional tremenda. No puedo seguir así.

Ya no sé qué hacer para que cierren mi cuenta definitivamente.

Atentamente.

I would like to know if I can recover any of the money I lost, due to my compulsive gambling condition.

Sincerely

Quisiera saber si puedo recuperar algo del dinero perdido, por mi condición de juego compulsivo.

Atentamente

Dear Justiciero,

I am truly sorry to see the situation you are currently facing.

The new emails clearly show that you repeatedly confirmed your request for immediate permanent self-exclusion. Unfortunately, given that the casino has still not permanently closed your account, I consider it unlikely that it will voluntarily refund your deposits.

Nevertheless, before we close the complaint as unresolved, please provide official statements for every payment method you used at the casino, covering the period from 14 August to 3 September 2026. They should show all casino-related deposits. You may redact unrelated transactions and other unnecessary sensitive information.

Please send the documents privately to me at [email protected] and do not publish them in the complaint thread.

As your current restriction is only temporary, I also strongly recommend installing BetBlocker before it expires. BetBlocker is a free tool provided by a UK-registered charity. It can be used anonymously to block thousands of gambling websites across multiple devices. Setup is quick, it works quietly in the background, supports multiple languages, and can provide either a complete restriction or protection during selected vulnerable periods.

Please note that BetBlocker may also block gambling-information websites, including Casino Guru. During setup, leave the Casino Guru blocking option unchecked while you still need access to this complaint. If your version does not allow this, please send me the requested statements first and then install BetBlocker immediately afterwards.

You can also find further information through our Global Self-Exclusion Initiative.

Good afternoon.

I don't think it's right that I have to download an application, because the casino refuses to permanently close my account and doesn't respect my rights or the regulations they promote for responsible gambling.

I hope you can reassess the conditions of this casino and warn players about the casino's lack of responsibility and support for those of us who suffer from this addiction, gambling disorder.

I cannot send you the requested information, as the casino paused my account for 7 days and they should send this information as Casino Guru has requested for several days now and they have not even responded.

The casino's lack of response speaks volumes and establishes a clear stance of disinterest in my request.

Sincerely

Buenas tardes.

No me parece correcto tener que bajar una aplicación, porque el casino se niega a cerrar mi cuenta permanente y no respetar mi derecho ni la normativa que promueven de juego responsable.

Espero ustedes puedan reevaluar las condiciones de este casino y advertir a los jugadores, la falta de responsabilidad y acompañamiento del casino a quienes sufrimos de esta adicción, ludopatía.

No puedo enviarle la información solicitada, ya que el casino pausó mi cuenta por 7 días y ellos deberían enviar está información como Casino Gurú le ha solicitado hace ya varios días y ni siquiera han respondido.

La falta de respuesta del casino, ya dice mucho y establece una clara postura de desinterés a mi pedido.

Atentamente

Dear Justiciero,

thank you for your continued cooperation. As per our e-mail discussion, we will wait for further information from your side.

Hi Martin.

As soon as I have the requested information, I will send it by email.

I appreciate your intervention and hope the casino will cooperate and finally delete my account.

Sincerely

Hola Martin.

Ni bien cuente con la información solicitada, la enviaré por correo.

Agradezco tu intervención y espero que el casino colabore y elimine por fin mi cuenta.

Atentamente

Dear Justiciero,

thank your for providing the requested records.

Unfortunately, the casino has not permanently closed your account, provided the requested financial records, or offered to refund the losses incurred after your self-exclusion should reasonably have been processed. As we have exhausted the available options for continuing the mediation, I am closing your complaint as unresolved.

The complaint will remain publicly available and will negatively affect the casino’s Safety Index. Should the casino later decide to address the matter and provide the necessary records or compensation, we will be happy to reopen the complaint.

Given the circumstances, I once again strongly recommend using BetBlocker, a free tool provided by a UK-registered charity. It can anonymously block thousands of gambling websites across multiple devices, either completely or during selected vulnerable periods. Setup is quick, it supports multiple languages, and works quietly in the background.

Please be aware that BetBlocker may also block Casino Guru. If you still need access to our website, leave the Casino Guru blocking option unchecked during setup. You can also find further support through our Global Self-Exclusion Initiative.

I am sorry we could not achieve a better outcome.