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Done. I changed the amount to $180,000 CLP in all three places where it appears.

Amount in dispute: $180,000 CLP

Description:

I am filing this complaint regarding three related incidents that the operator has not resolved.

1. Unauthorized contact and fraud proposal

A person identifying themselves as Beton.win support staff contacted me via WhatsApp at the number +56973708002, registered exclusively on the Beton.win platform and not given by me to any other betting service.

He offered to provide me with bonuses to "recover my losses" in exchange for me transferring a portion of the money to him. I rejected the offer in writing through the same channel. I have attached the full screenshots.

This implies, at a minimum, a leak of personal data from the operator's systems. If, in addition, the person had the actual ability to activate bonuses on customer accounts, there is a serious internal control problem.

2. Complaint ignored

I reported these events to the operator on July 10, 2026, with screenshots, within ticket #668600. I have not received any response on this matter. Support has responded to other issues within the same ticket, but has completely ignored the report of unauthorized contact.

3. Withheld funds

On July 8th, I voluntarily reported that I had two accounts. I opened the second one precisely because of the distrust I felt after unauthorized contact was made to my personal number.

The operator invoked section 79.4 of their Terms and Conditions and referred the case to "supervisors" for manual audit. On July 13, I inquired and received a generic response: the case "remains under review." Ten days later, there is no ruling or estimated timeframe, and I cannot withdraw the CLP$180,000 available in my account.

Solicitous:

Refund of the $180,000 CLP withheld.

Definitive closure of both accounts registered as self-exclusion, with permanent blocking of my data (RUT, email, +56973708002 and +56947752542).

A reasoned response regarding point 1: identification of who contacted me, how they obtained my number, and what measures were taken.

Delivery of my complete records, in exercise of my right of access: Session history, bets and results of both accounts

Record of all credited, cancelled or modified vouchers, with identification of the operator or system that executed each action

Log of administrative access to my accounts

Log of changes to configuration, limits, or parameters since June 1, 2026

Reservation of rights

Following my refusal of the irregular proposal, my account performance changed markedly, accumulating losses exceeding CLP$1,000,000. I am not asserting a causal relationship—I have no way of determining it. That is precisely why I am requesting the records mentioned in point 4.

If those records show manual intervention, parameter modification, or any unsolicited administrative action on my accounts during that period, I will demand the corresponding restitution. If they don't show any, I will accept it. What I will not accept is the operator refusing to provide them.

Observation

I've reviewed previous complaints about this operator and noticed a pattern: delayed or denied self-exclusions, unexecuted account closures, and accounts unexpectedly reopened. My case also involves the use of a player's personal data for external contact with fraudulent purposes.

Attached: WhatsApp screenshots (5), email chain ticket #668600 (July 8, 10 and 13), transaction history.

Listo. Cambié el monto a $180.000 CLP en los tres lugares donde aparece.

Monto en disputa: $180.000 CLP

Descripción:

Presento esta queja por tres hechos relacionados que el operador no ha resuelto.

1. Contacto no autorizado y propuesta de fraude

Una persona identificándose como personal de soporte de Beton.win me contactó por WhatsApp al número +56973708002, registrado exclusivamente en la plataforma de Beton.win y no entregado por mí a ningún otro servicio de apuestas.

Me propuso habilitarme bonos para "recuperar mis pérdidas" a cambio de que yo le transfiriera una parte del dinero. Rechacé la propuesta por escrito en el mismo canal. Adjunto las capturas completas.

Esto implica, como mínimo, una filtración de datos personales desde los sistemas del operador. Si además la persona tenía capacidad real de habilitar bonos en cuentas de clientes, existe un problema grave de control interno.

2. Denuncia ignorada

Informé estos hechos al operador el 10 de julio de 2026, con las capturas, dentro del ticket #668600. No he recibido ninguna respuesta sobre este punto. El soporte ha respondido sobre otros temas del mismo ticket, pero ha omitido por completo la denuncia del contacto no autorizado.

3. Fondos retenidos

El 8 de julio informé voluntariamente que tenía dos cuentas. Abrí la segunda precisamente por la desconfianza que me generó el contacto no autorizado a mi número personal.

El operador invocó el punto 79.4 de sus T&C y derivó el caso a "supervisores" para auditoría manual. El 13 de julio consulté y recibí una respuesta genérica: el caso "continúa en revisión". Diez días después no hay dictamen ni plazo estimado, y no puedo retirar los $180.000 CLP disponibles en mi cuenta.

Solicito:

Devolución de los $180.000 CLP retenidos.

Cierre definitivo de ambas cuentas registrado como autoexclusión, con bloqueo permanente de mis datos (RUT, correo, +56973708002 y +56947752542).

Respuesta fundada sobre el punto 1: identificación de quién me contactó, cómo obtuvo mi número, y qué medidas se adoptaron.

Entrega de mis registros completos, en ejercicio de mi derecho de acceso: Historial de sesiones, apuestas y resultados de ambas cuentas

Registro de todo bono acreditado, cancelado o modificado, con identificación del operador o sistema que ejecutó cada acción

Registro de accesos administrativos a mis cuentas

Log de cambios en configuración, límites o parámetros desde el 1 de junio de 2026

Reserva de derechos

Con posterioridad a mi negativa a la propuesta irregular, el rendimiento de mi cuenta cambió de forma marcada, acumulando pérdidas superiores a $1.000.000 CLP. No afirmo que exista relación causal — no tengo forma de determinarlo. Precisamente por eso solicito los registros del punto 4.

Si esos registros muestran intervención manual, modificación de parámetros o cualquier acción administrativa no solicitada sobre mis cuentas en ese período, reclamaré la restitución correspondiente. Si no la muestran, lo aceptaré. Lo que no acepto es que el operador se niegue a entregarlos.

Observación

He revisado las quejas previas sobre este operador y observo un patrón: autoexclusiones retrasadas o denegadas, cierres no ejecutados, cuentas reabiertas inesperadamente. Mi caso agrega el uso de datos personales de un jugador para contacto externo con fines de fraude.

Adjunto: capturas de WhatsApp (5), cadena de correos ticket #668600 (8, 10 y 13 de julio), historial de transacciones.

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.

• What does the disputed amount of 180,000 CLP represent in your situation?
• What is the basis for the amount being refunded?
• Do you wish your accounts to be blocked or not?
• Have you blocked the user who contacted you unexpectedly?

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