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Hello,

Since November 2025, I have been trying to permanently close my Beton Win account. Despite my repeated requests, I have only received generic and contradictory responses from customer support.

1. Contradictory statements regarding account closure . Beton Win initially told me they have no mechanism for permanently closing accounts and can only offer temporary suspensions of 1, 3, or 7 days. This directly contradicts their own previous actions: on several occasions, they themselves suspended my account for longer periods, most recently for 30 days. If the casino is capable of suspending an account for 30 days, it is unclear why a player's request for permanent closure is rejected as "impossible."

2. Excessive and inappropriate requirements for processing the closure request. To even consider my request, Beton Win asked me to submit:

A photo of my identity card,

A handwritten letter detailing my request, and

A medical certificate issued by a psychiatrist or mental health professional certifying that I suffer from gambling addiction.

I don't believe a player should have to prove a clinical diagnosis of gambling disorder just to have their account permanently closed. A request for permanent closure should be respected based solely on the player's expressed wishes, in accordance with responsible gambling principles, without requiring proof of a psychiatric condition. This process has made me feel humiliated and mistreated, and it has dragged on for months without any resolution.

3. Attempted scam by a Beton Win employee: On June 11, 2026, a Beton Win employee/executive contacted me directly via WhatsApp in what appears to have been an attempt to scam me. When I raised this issue with the casino, they acknowledged that it had indeed occurred and stated that they had taken "internal measures," but refused to provide any details about what those measures were or how the matter was resolved. This raises serious concerns about the security and integrity of the operator's staff's conduct toward players. Furthermore, this "executive" told me that they were "prohibited from closing accounts because they must retain players," and aside from the attempted scam, this makes perfect sense to me (image attached).

What I am requesting:

I request that Beton Win respect my decision to permanently close my account and delete my data, in accordance with the responsible gaming policies that should govern all licensed online casinos. My reasons for this request are:

General dissatisfaction with the platform and the way they have handled my account.

The attempted scam by a Beton Win employee via WhatsApp on June 11, 2026, and the casino's lack of transparency regarding the alleged internal measures taken.

The apparent absence of a genuine and accessible responsible gambling/permanent self-exclusion tool, despite the operator having previously suspended my account for periods of up to 30 days.

I would appreciate Casni Guru's assistance in mediating this complaint so that Beton Win can process the permanent closure of my account without additional and unreasonable documentary requirements, and provide a clear explanation regarding the incident of June 11, 2026.

Thank you very much and I look forward to your response.

Hola,

Desde noviembre de 2025 he estado intentando cerrar mi cuenta en Beton Win de manera permanente y definitiva. A pesar de mis reiteradas solicitudes, sólo he recibido respuestas genéricas y contradictorias por parte del soporte al cliente.

1. Declaraciones contradictorias sobre el cierre de cuenta. Beton Win me indicó primero que no cuentan con ninguna herramienta para el cierre permanente de cuentas, y que sólo pueden ofrecer suspensiones temporales de 1, 3 o 7 días. Esto contradice directamente sus propias acciones anteriores: en varias ocasiones previas, ellos mismos suspendieron mi cuenta por períodos más largos, la última vez por 30 días. Si el casino es capaz de suspender una cuenta por 30 días, no queda claro por qué un cierre permanente solicitado por el jugador se rechaza como "imposible".

2. Exigencias excesivas e inapropiadas para procesar la solicitud de cierre. Para siquiera considerar mi solicitud, Beton Win me pidió que entregara:

Una foto de mi cédula de identidad,

Una carta escrita a mano detallando mi solicitud, y

Un certificado médico emitido por un psiquiatra o profesional de la salud mental que certificara que padezco de ludopatía.

No considero que un jugador deba tener que demostrar un diagnóstico clínico de trastorno de juego sólo para que su cuenta sea cerrada de manera permanente. Una solicitud de cierre permanente debería respetarse en base a la sola voluntad manifestada por el jugador, conforme a los principios de juego responsable, sin exigir prueba de una condición psiquiátrica. Este proceso me ha hecho sentir vejado y maltratado, y se ha extendido por meses sin ninguna resolución.

3. Intento de estafa por parte de un funcionario de Beton Win: El día 11 de junio de 2026, un empleado/ejecutivo de Beton Win me contactó directamente por WhatsApp en lo que parece haber sido un intento de estafarme. Al plantear esta situación al casino, reconocieron que efectivamente había ocurrido y señalaron que habían tomado "medidas internas", pero se negaron a entregar cualquier detalle sobre cuáles fueron esas medidas o cómo se resolvió el asunto. Esto genera serias dudas sobre la seguridad e integridad de la conducta del personal del operador hacia los jugadores. Además, este "ejecutivo" me dijo que ellos tenían "prohibido cerrar cuentas porque deben retener a los jugadores", y al margen del intento de estafa, esto me hace mucho sentido (imagen adjunta).

Lo que estoy solicitando:

Pido que Beton Win respete mi decisión de cerrar mi cuenta y mis datos de manera permanente y definitiva, conforme a las políticas de juego responsable que debieran regir a todo casino online licenciado. Mis fundamentos para esta solicitud son:

Disconformidad general con la plataforma y con la forma en que han manejado mi cuenta.

El intento de estafa por parte de un funcionario de Beton Win vía WhatsApp el 11 de junio de 2026, y la falta de transparencia del casino respecto de las supuestas medidas internas adoptadas.

La aparente ausencia de una herramienta genuina y accesible de juego responsable / autoexclusión permanente, pese a que el operador ha suspendido previamente mi cuenta por períodos de hasta 30 días.

Agradecería la ayuda de Casni Guru para mediar en esta queja, de modo que Beton Win procese el cierre permanente de mi cuenta sin exigencias documentales adicionales e irrazonables, y entregue una explicación clara respecto del incidente del 11 de junio de 2026.

Muchas gracias y quedo muy atento

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Beton.win Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please specify the reason for closing your account?
• Could you please confirm whether you currently still have access to your account? When was your last deposit in this casino?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila