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I've been trying for months to request the permanent closure of my account or the application of self-exclusion measures, contacting support via both chat and email. However, I always receive the same response: via chat, I'm told my case will be reviewed, and via email, I'm informed that they lack the necessary tools to process my request.

I want to state for the record that my request is simple and urgent: I need my account closed or any measure taken to prevent me from accessing and playing on the platform again. I have repeatedly stated that I feel I am developing gambling-related problems and that, for my well-being, I need to completely restrict my access.

I believe I have exhausted all available channels of communication and have not received an effective solution. Therefore, I request a concrete response and immediate action regarding my account. My intention is not to obtain any additional benefit, but solely to prevent my access to gambling in order to protect my health and well-being.

I appreciate that this request is being addressed with the seriousness and urgency it deserves.

He intentado durante meses solicitar el cierre definitivo de mi cuenta o la aplicación de medidas de autoexclusión, comunicándome tanto por chat de soporte como por correo electrónico. Sin embargo, siempre recibo la misma respuesta: por chat se me indica que mi caso será revisado y por correo se me informa que no cuentan con las herramientas necesarias para gestionar mi solicitud.

Quiero dejar constancia de que mi petición es simple y urgente: necesito que se cierre mi cuenta o que se aplique cualquier medida que me impida acceder y jugar nuevamente en la plataforma. He manifestado en reiteradas ocasiones que siento que estoy desarrollando problemas relacionados con el juego y que, por mi bienestar, necesito restringir completamente mi acceso.

Considero que ya he agotado todas las vías de contacto disponibles y no he recibido una solución efectiva. Por ello, solicito una respuesta concreta y una acción inmediata respecto de mi cuenta. Mi intención no es obtener ningún beneficio adicional, sino únicamente impedir mi acceso al juego para proteger mi salud y bienestar.

Agradezco que esta solicitud sea atendida con la seriedad y urgencia que corresponde.

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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 clarify when the discussion with live chat support you shared with me takes place?
• When was the last time the casino allowed you to deposit?

In the meantime, we recommend you take advantage of tools limiting your exposure to gambling. Check these and 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

Dear Starcrushed,

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,
Tomas
Casino.Guru