Beton.win Casino - Spillerens anmodning om selvudelukkelse er afvist.

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.

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’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 tomas@casino.guru
• 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.