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I have a problem; my account has been frozen and I had 3000 pesos in it. Now they're claiming that I have other accounts under my name. I have never created nor verified any other account besides this one, and yet it's been locked.

Tengo un problema me congelaron mi cuenta y tenia 3000 pesos ahora me salen con que tengo más cuentas ami nombre en ningún momento yo echo otra cuenta ni verificado solo esta y me la congelaron

Dear olveratifany6,

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?

Do I understand correctly that you passed the KYC verification before the casino blocked your account? 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,

Kristina

Dear olveratifany6,

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.

If I was the account I played then verify the account and accumulate the winnings no active bonus

Si isé la cuenta jugué luego la verifique la cuenta y acumule las ganancias no bono activo

My account was frozen for no reason.

Me congelaron la cuenta sin ningún motivo

Thank you very much, olveratifany6, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi olveratifany6,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Playdoit Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Kind regards,

Tomas

OK, thanks a lot

Ok muchas gracias

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.

OK thanks

Ok gracias

Dear olveratifany6,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Mexican Gaming Authority has more options and tools to help players.

Please let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas