Beton.win Casino - Zahtev igrača za samoisključenje nije uvažen.

I want to file a complaint against Beton.win for not respecting my repeated self-exclusion requests.

Since approximately March 2026, I have been requesting that my account be permanently self-excluded because I have a gambling problem and need to be prevented from continuing to bet. I have made these requests on several occasions, but the platform has not effectively blocked my account.

I currently only have the conversations and evidence corresponding to approximately the last month, from August 2026 to the present. In these conversations, I can demonstrate that I expressly requested self-exclusion and that, despite communicating my need to stop playing, my account remained active.

I consider it especially serious that, after I requested self-exclusion, Beton.win has continued to allow me to make deposits, place bets and suffer further losses.

For this reason, I request that my case be investigated and that Beton.win:

Please permanently block my account and do not allow any new deposits or bets.

Please provide my complete account history, including deposits, withdrawals, bets, and losses.

Please review the date of my first self-exclusion request and all subsequent requests recorded in your systems.

Please return the funds I lost from the time my first self-exclusion request should have been processed until the account is effectively blocked.

Please explain why my account remained enabled despite my repeated requests to self-exclude.

I want to make it clear that my intention is not to claim for losses I incurred before requesting self-exclusion. My claim specifically refers to losses and deposits made after I informed Beton.win of my express intention to stop playing and requested that my account be blocked.

I request Casino Guru's intervention to help me obtain a response from Beton.win, verify my history, and determine if the platform acted correctly in allowing me to continue playing after my self-exclusion requests.

I am willing to provide the screenshots, conversations, and other documentation I have as proof of my requests.

Quiero presentar una queja contra Beton.win por no haber respetado mis reiteradas solicitudes de autoexclusión.

Desde aproximadamente marzo de 2026 vengo solicitando que mi cuenta sea autoexcluida de forma permanente debido a que tengo un problema con el juego y necesito que se me impida continuar apostando. Realicé estos pedidos en distintas oportunidades, pero la plataforma no bloqueó mi cuenta de manera efectiva.

Actualmente solo conservo las conversaciones y pruebas correspondientes aproximadamente al último mes, desde agosto de 2026 hasta la fecha. En dichas conversaciones puedo demostrar que solicité expresamente la autoexclusión y que, pese a comunicar mi necesidad de dejar de jugar, mi cuenta continuó habilitada.

Considero especialmente grave que, después de haber solicitado la autoexclusión, Beton.win haya continuado permitiéndome realizar depósitos, apostar y sufrir nuevas pérdidas.

Por este motivo, solicito que se investigue mi caso y que Beton.win:

Bloquee mi cuenta de forma permanente y no permita nuevos depósitos ni apuestas.

Entregue mi historial completo de cuenta, incluyendo depósitos, retiros, apuestas y pérdidas.

Revise la fecha de mi primera solicitud de autoexclusión y todas las solicitudes posteriores registradas en sus sistemas.

Devuelva los fondos que perdí desde el momento en que mi primera solicitud de autoexclusión debió haber sido atendida y hasta que la cuenta sea efectivamente bloqueada.

Explique por qué mi cuenta permaneció habilitada a pesar de mis reiteradas solicitudes de autoexclusión.

Quiero dejar claro que mi intención no es reclamar por las pérdidas que tuve antes de solicitar la autoexclusión. Mi reclamo se refiere específicamente a las pérdidas y depósitos realizados después de haber comunicado a Beton.win mi voluntad expresa de dejar de jugar y solicitar el bloqueo de mi cuenta.

Solicito la intervención de Casino Guru para ayudarme a obtener una respuesta de Beton.win, verificar mi historial y determinar si la plataforma actuó correctamente al permitirme continuar jugando después de mis solicitudes de autoexclusión.

Estoy dispuesto/a a proporcionar las capturas de pantalla, conversaciones y demás documentación que conservo como prueba de mis solicitudes.

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 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 provide the timeline of events? Specifically, when did you first communicate gambling-related issues, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, 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

Look, I don't have email from when I started requesting this, but I've been doing it since about March. I have the last emails from about a month ago where I requested self-exclusion, and they keep telling me that I will be referred to the corresponding area.

Mira no tengo Mail desde cuando estoy pidiendo pero aproximadamente desde marzo q lo estoy haciendo tengo los últimos mail de un mes aproximadamente donde pedí la autoexclusión y me siguen diciendo q seré derivada con el área correspondiente

Hello,

Thank you for your response.

Could you please clarify why you no longer have any evidence of the self-exclusion requests you mentioned making since approximately March?

Unfortunately, without evidence showing that you informed the casino about your gambling problems, we would not be able to request a refund for losses incurred during that period. Therefore, please forward the earliest self-exclusion request you still have available, particularly one where gambling-related problems were clearly communicated.

Additionally, could you please confirm whether your account is still active and accessible? Please also provide evidence of the deposits made after your earliest documented self-exclusion request.

Thank you for your cooperation.

Best regards,

Attila