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On July 27, 2026, I formally requested BetonWin (Beton.win) to permanently self-exclude my account, explicitly stating in writing that I suffer from gambling addiction. More than a month has passed without this being implemented: my account remains active, with deposit and betting capabilities, and during this period I have lost approximately CLP $1,800,000, losses that occurred solely because the casino failed to fulfill its obligation to exclude me despite being aware of my condition.

Delaying and abusive responses. On July 27th, the casino replied that the closure "cannot be carried out immediately" and required me to reconfirm the request every week to keep it active—imposing on a self-confessed problem gambler the burden of recontacting the casino, exposing him to the very trigger he's trying to protect himself from. By July 28th, they had already rejected the refund ("refund of funds is not applicable"), but the exclusion is still "under evaluation by the specialized department" a month later: they denied the money in one day and have been "evaluating" the protection for over 30 days. I have sent more than 44 emails from the address registered to my account (thread #728998); only after a formal notification did they open a second ticket (#808229), still "in process," whose confirmation included a "PLAY NOW" promotional button with links to Casino, Sports, and Promos—gambling advertising sent in response to a self-exclusion request for problem gambling.

AI-driven simulated support. The support chat is an automated system pretending to be a human agent: when I explicitly requested to speak with a person, it responded "You are speaking with an agent," with incoherent answers that ignored my suspension request. The supposed agent's profile picture is a stock image used on multiple unrelated websites (reverse image search attached). Furthermore, the chat doesn't save any history: everything disappears when the window is closed, with no downloadable transcript—the channel the casino itself designates for "urgent" matters is clearly designed to leave no trace. On July 28th, they stated in writing via email that I was being assisted by "Customer Support team members and not an automated system," a claim contradicted by the screenshots. Additional evidence of automation: despite my account being verified through KYC with my real identity, all responses address me by my Google account profile name ("Camilo Carrera," visible in the sender field), not my verified name—no one has ever opened my file.

Ignored life crisis. At the beginning of August, in the midst of a crisis and after a relapse involving three deposits—which occurred because my account was still active—I emailed them stating that I would take my own life if they didn't act, giving them a deadline of a few hours. The response was a template asking me to "maintain a respectful and cordial dialogue," not to send consecutive emails because "they overload the channel," and reiterating the evaluation by the "specialized department." No emergency protocol was activated, the case wasn't escalated, and the account wasn't suspended. Ignoring a declaration of suicidal risk from a player with a diagnosed gambling addiction—responding with a reprimand based on the tone—is the most serious possible breach of the duty of care.

Pattern of behavior. There is a previous case on Casino Guru from another player in Chile against this same casino, classified as "failed self-exclusion," with a similar refund claim. This is not an isolated incident.

I request: (1) permanent and immediate self-exclusion; (2) definitive closure of the account; (3) reimbursement of deposits and losses from July 27, 2026 (approx. CLP $1,800,000, subject to verification with the transaction history); (4) removal of my data from your marketing lists.

Attached evidence: (1) chat where the bot claims to be an agent + reverse image search of the stock photo + my relapse report; (2) email dated July 27th demanding weekly reconfirmation of the closure; (3) email dated July 28th denying the refund and claiming human support; (4) inbox with a thread of 44 emails (#728998) and evidence of two tickets (#728998 and #808229); (5) email dated August 7th responding with a template after two weeks without resolution; (6) confirmation of ticket #808229 with a "PLAY NOW" button; (7) exchange where I communicate a life-threatening situation and receive a "cordiality" template. All communications originate from the email address registered and verified on my account (Player ID 526257932); my real identity is verified by KYC and differs from the Google profile name that the casino replicates. I am available to the mediator to provide the complete transaction history and any additional background information.

El 27 de julio de 2026 solicité formalmente a BetonWin (Beton.win) la autoexclusión permanente de mi cuenta, declarando explícitamente y por escrito que padezco ludopatía. Ha pasado más de un mes sin que se ejecute: mi cuenta sigue activa, con capacidad de depósito y apuesta, y en ese período he perdido aproximadamente CLP $1.800.000, pérdidas que ocurrieron únicamente porque el casino incumplió su obligación de excluirme pese a conocer mi condición.

Respuestas dilatorias y abusivas. El mismo 27 de julio el casino respondió que el cierre "no puede realizarse de forma inmediata" y me exigió reconfirmar la solicitud cada semana para mantenerla vigente — imponiendo a un ludópata declarado la carga de recontactar al casino, exponiéndolo al gatillo del que pide protegerse. El 28 de julio ya habían rechazado el reembolso ("no corresponde la devolución de los fondos"), pero la exclusión sigue "en evaluación del departamento especializado" un mes después: negaron el dinero en un día y llevan 30+ días "evaluando" la protección. He enviado más de 44 correos desde la dirección registrada en mi cuenta (hilo #728998); recién tras una notificación formal abrieron un segundo ticket (#808229), aún "en proceso", cuya confirmación incluía un botón promocional de "JUGAR AHORA" con enlaces a Casino, Deportes y Promos — publicidad de juego enviada en respuesta a una solicitud de autoexclusión por ludopatía.

Atención simulada por IA. El chat de soporte es un sistema automatizado que se hace pasar por agentes humanos: ante mi petición expresa de hablar con una persona respondió "Está hablando con un agente", con respuestas incoherentes que ignoraban mi solicitud de suspensión. La foto de perfil del supuesto agente es una imagen de stock usada en múltiples sitios sin relación (adjunto búsqueda inversa). Además, el chat no guarda historial: al cerrar la ventana todo desaparece, sin transcripción descargable — el canal que el propio casino indica para asuntos "urgentes" está diseñado para no dejar pruebas. Por correo, el 28 de julio afirmaron por escrito que me atiende "personal del equipo de Atención al Cliente y no un sistema automatizado", afirmación contradicha por las capturas. Prueba adicional de la automatización: pese a que mi cuenta está verificada por KYC con mi identidad real, todas las respuestas se dirigen a mí por el nombre de perfil de mi cuenta de Google ("Camilo Carrera", visible en el remitente), no por mi nombre verificado — nadie ha abierto jamás mi expediente.

Crisis vital ignorada. A inicios de agosto, en plena crisis y tras una recaída con 3 depósitos ocurrida porque mi cuenta seguía activa, comuniqué por correo que me quitaría la vida si no actuaban, indicando un plazo de horas. La respuesta fue una plantilla pidiéndome "mantener un diálogo respetuoso y cordial", no enviar correos consecutivos porque "saturan el canal", y reiterando la evaluación del "departamento especializado". No se activó protocolo de emergencia alguno, no se escaló el caso ni se suspendió la cuenta. Ignorar una declaración de riesgo suicida de un jugador con ludopatía declarada —respondiendo con un llamado de atención por el tono— es la vulneración más grave posible del deber de cuidado.

Patrón de conducta. Existe en Casino Guru un caso previo de otro jugador de Chile contra este mismo casino, clasificado como "failed self-exclusion", con reclamo de reembolso similar. No es un hecho aislado.

Solicito: (1) autoexclusión permanente e inmediata; (2) cierre definitivo de la cuenta; (3) reembolso de depósitos y pérdidas desde el 27 de julio de 2026 (aprox. CLP $1.800.000, sujeto a verificación con el historial de transacciones); (4) eliminación de mis datos de sus listas de marketing.

Pruebas adjuntas: (1) chat donde el bot afirma ser un agente + búsqueda inversa de la foto de stock + mi reporte de recaída; (2) correo del 27/07 exigiendo reconfirmación semanal del cierre; (3) correo del 28/07 negando el reembolso y afirmando atención humana; (4) bandeja con hilo de 44 correos (#728998) y evidencia de doble ticket (#728998 y #808229); (5) correo del 07/08 respondiendo con plantilla tras dos semanas sin resolución; (6) confirmación del ticket #808229 con botón "JUGAR AHORA"; (7) intercambio donde comunico riesgo vital y recibo plantilla de "cordialidad". Todas las comunicaciones provienen del correo registrado y verificado en mi cuenta (ID de jugador 526257932); mi identidad real está verificada por KYC y difiere del nombre de perfil de Google que el casino replica. Quedo a disposición del mediador para aportar el historial completo de transacciones y cualquier antecedente adicional.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Was your account disabled by the casino at any point during the period after you first mentioned gambling addiction, or did you remain able to access and use your account throughout this period?
• Could you please forward me the complete email correspondence between you and the casino regarding your self-exclusion request, rather than just screenshots? My email address is veronika.f@casino.guru.
• When did you first mention gambling addiction as the reason for requesting the closure of your account? Did you mention your gambling problem in any subsequent requests as well?
• Have you completed the full KYC verification process at this casino?
• How did the casino explain the delay in processing your account closure or self-exclusion request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika