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Unfair confiscation of $3,000 MXN for alleged "shared IP" – single user in rural area

Hello Casino Guru Team,

I opened my first and only account at Playdoit.mx, claimed the $1,000 MXN no deposit bonus, and met the 40x wagering requirement by playing completely legitimately. I ended up with a balance of over $9,000 MXN (limited to a maximum withdrawal of $3,000 MXN according to the bonus rules).

I made the verification deposit of $200 MXN, sent a selfie and passport (accepted), and requested a SPEI withdrawal of $3,228 MXN ($3,000 earned from the bonus + the $200 deposit + an extra $28 won at the casino). The withdrawal was approved and marked as "pending." Some time later, the casino sent a test transfer of $0.01 (it arrived correctly), but minutes later they canceled it and confiscated all the winnings.

Reason for support: "Shared IP / multiple users on the same WiFi network".

This is completely false: I live in a rural area (E***** E***** R*****, m****** A*****, S*****), I am the only person in my household who uses online casinos, and I only logged in from my personal cell phone and laptop connected to the same home Wi-Fi (normal single-player usage, and I had to use my cell phone to scan my documents). I have never had another account on Playdoit.mx.

Support refused to show any evidence of another account, ignored my explanations and login history screenshots (only from my devices), and closed the case saying that the bonus and winnings are permanently canceled.

I request your mediation for:

Restore and process my withdrawal of $3,228 MXN

Or at least return my verification deposit of $200 MXN

Attach:

• Full chat conversation

• Progress bar when it reached 100%

• withdrawal cancellation

• Test transfer of $0.01 received

• Login history (my devices only)

• Selfie and passport sent

• Proof of rural address

Thank you so much for your help.

Confiscación injusta de $3,000 MXN por supuesto "IP compartida" – usuario único en zona rural

Hola Equipo de Casino Guru,

Abrí mi primera y única cuenta en Playdoit.mx, reclamé el bono sin depósito de $1,000 MXN y cumplí el rollover de 40× al 100% jugando de forma completamente legítima. Terminé con saldo de más de $9,000 MXN (limitado a $3,000 MXN de retiro máximo según las reglas del bono).

Realicé el depósito de verificación de $200 MXN, envié selfie + pasaporte (aceptados), y solicité retiro SPEI de $3,228 MXN.($3,000 ganados del bono + los $200 del deposito +$28 extra ganados en casino) El retiro fue Aprovado y marcado como "pendiente" un tiempo despues El casino envió la transferencia de prueba de $0.01 (llegó correctamente) pero minutos después lo cancelaron y confiscaron todas las ganancias.

Motivo del soporte: "IP compartida / varios usuarios en la misma red WiFi".

Esto es totalmente falso: vivo en zona rural (E***** E***** R*****, m****** A*****, S*****), soy la única persona en mi hogar que usa casinos en línea y solo inicié sesión desde mi celular personal y mi laptop conectados al mismo WiFi de casa (uso normal de un solo jugador y tuve que usar mi cell para escaneo de mis documentos). Nunca he tenido otra cuenta en Playdoit.mx.

El soporte se negó a mostrar cualquier evidencia de otra cuenta, ignoró mis explicaciones y capturas de historial de login (solo mis dispositivos) y cerró el caso diciendo que el bono y las ganancias quedan canceladas permanentemente.

Solicito su mediación para:

Restituir y procesar mi retiro de $3,228 MXN

O al menos devolver mi depósito de verificación de $200 MXN

Adjunto:

• Conversación completa del chat

• Barra de progreso cuando llegaba a 100 %

• cancelación del retiro

• Transferencia de prueba de $0.01 recibida

• Historial de inicio de sesión (solo mis dispositivos)

• Selfie y pasaporte enviados

• Prueba de domicilio rural

Muchas gracias por su ayuda.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino? This may be your neighbor as well....
• Could you please advise if you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

Hi Katarina, thank you very much for the quick response.

"Is there a possibility that someone in your household or using the same IP address has also created an account?"

No. I live in a rural area (E********** E******* R*********, municipality A*****, S********* – population less than 500). No one else in my household uses online casinos or gambles in any way. I can send photos of my home and surroundings if necessary.

"Could you let me know if you have passed the KYC verification?"

Yes, absolutely. I uploaded a selfie and my passport, and they were accepted. I also received and accepted the $0.01 test transfer to my bank account.

"Have you accumulated your earnings with or without an active bonus?"

The bonus was active at the start, but I completed 100% of the 40x rollover (screenshot attached showing the 100% completion). The balance of $3,000 MXN was now real money (not a bonus) and ready for withdrawal according to the casino's rules.

I'm attaching it again to make everything clear:

• Login history (only my mobile phone and laptop appear)

• Screenshots of the progress bar at 100%

• Approval and subsequent cancellation of the withdrawal

• Test transfer of $0.01 received

• Full chat conversation where they deny showing evidence of another account

I am a unique user, first time on Playdoit, and I legitimately fulfilled all the bonus conditions.

I hope this information helps you recover my $3,028 MXN plus the $200 MXN verification deposit. I have all the evidence/documents ready to send whenever you request them.

Thank you very much in advance for your support.

J***** R**********

Hola Katarina, muchas gracias por la rápida respuesta.

"¿Existe la posibilidad de que alguien de tu hogar o que use la misma dirección IP también haya creado una cuenta?"

No. Vivo en una zona rural (E********** E******* R*********, municipio A*****, S********* – población menor a 500 habitantes). En mi casa no hay nadie más que use casinos en línea ni ningún tipo de apuestas. Puedo enviar fotos de mi domicilio y entorno si es necesario.

"¿Podrías informarme si has pasado la verificación KYC?"

Sí, completamente. Subí selfie + pasaporte y fueron aceptados. También recibí y acepté la transferencia de prueba de $0.01 en mi cuenta bancaria.

"¿Has acumulado tus ganancias con o sin bono activo?"

Con bono activo al inicio, pero cumplí el 100 % del rollover de 40× (adjunto captura de la barra al 100 %). El saldo de $3,000 MXN ya era saldo real (no bono) y estaba listo para retiro según las reglas del casino.

Adjunto nuevamente para que quede todo claro:

• Historial de inicio de sesión (solo aparecen mi celular y mi laptop)

• Capturas de la barra de progreso al 100 %

• Aprobación y posterior cancelación del retiro

• Transferencia de prueba de $0.01 recibida

• Conversación completa del chat donde niegan mostrar evidencia de otra cuenta

Soy un usuario único, primera vez en Playdoit, y cumplí todas las condiciones del bono de forma legítima.

Espero que con esta información puedan ayudarme a recuperar mis $3,028 MXN + los $200 MXN del depósito de verificación. Tengo todos las pruebas/documentos listos para enviar cuando uste mi los pida.

Muchas gracias de antemano por su apoyo.

J***** R**********

Dear BeansDaGoat,

thank you for your reply.

Unfortunately none of your attachments have arrived, could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello katrina I hope you are well and thank you for the response, I have forwarded the documents you have requested from the email thread I had with SEGOB, attached there is:

• Full live chat conversation

• Screenshots of the 100% progress bar

• Withdrawal approval and subsequent cancellation

• Proof of $0.01 test transfer received

• Login history (my devices only)

Thank you in advance for any help you are able to provide.

Dear BeansDaGoat,

thank you for your reply and email.

I have received your email without any relevant information included. There was none of the documents you have mentioned in your previous response. Could you please send them again? Kindly notify me in this thread once the email has been sent.

Looking forward to your email,

Katarina

Dear Katarina,

Thank you for the reply.

After checking I confirmed that I had forwarded you the incorrect email. I have gone ahead and forwarded the correct one with all the documents I had previously mentioned.

Thank you for the continued support, I'm looking forward to your next response.

Dear BeansDaGoat,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello BeansDaGoat,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will attempt to get in touch with the casino to see if I can assist you. However, I must inform you that Playdoit Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. The most appropriate course of action appears to be submitting a complaint to the licensing authority in Mexico (SEGOB), which you have already undertaken. However, I will contact them and try to discover a way to assist in resolving the matter if possible.

We would like to invite Playdoit Casino to join the conversation.

Dear Playdoit Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi BeansDaGoat,

I wanted to inform you that since Michal, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Michal possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Michal will reach out to you before the end of the upcoming week.

Thank you for your understanding and continued patience.

Dear BeansDaGoat,

I have made several attempts to reach out to the casino, but unfortunately, I have received no response. I fear that without their cooperation, there is little we can accomplish. The casino asserts:

"Playdoit is a national online gaming brand registered in Mexico. SEGOB PERMIT DGJS/DCRCA/P-01/2021 OPERATED JOINTLY WITH ATRACCIONES AMÉRICA S.A de C.V."

However, we are unable to verify this information, leading us to view this casino as lacking an official and reputable gaming licence. Given that the casino appears to operate without a legitimate, verifiable, and trustworthy licence and does not provide any ADR service, I regret to inform you that we have no further options to recommend for you to pursue.

I will categorise the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the negative impact on the rating due to unresolved complaints may encourage the casino to reconsider their stance. Should the casino choose to respond, we will reopen the complaint, and you will be notified via email.

In the future, I can only advise you to select casinos based on their reviews and ratings to prevent similar unpleasant situations. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru