The player from Mexico had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The delay was attributed to the ongoing account verification process, which had remained under review without clear updates from the casino. The player had provided evidence of unclear communication and lack of formal verification procedures from the casino. The complaint was marked as resolved after the player confirmed the issue had been addressed.
Playdoit Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: Mex$3,000
Playdoit Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Translation
I'm having trouble withdrawing the bonus I earned after meeting the rollover requirements. I've contacted support several times and always get the same response: "Give me the amount, time, and date in writing." They have several chat options, and I've tried to get a response through each one, but I haven't received a positive one. I already tried to make the $200 deposit to validate my account, but I haven't been able to because of the account validation issue. I've also attached the necessary documents, and it's still not validated. I can't withdraw or deposit. I've tried to get an answer from them in recent days, but they haven't responded. My deposits are being rejected, and my withdrawals are also being rejected or canceled. I've asked them about this problem and even sent them screenshots, but their response hasn't been helpful. They tell me to make another deposit, but this is making me suspicious since I haven't seen any refund. The documents are in my name. My account is in my name, the statement is in my name, the card is in my name—everything is in my name—but still, nothing has been resolved. The problem is solved. If there is any way you can help me, I would be very grateful.
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2 months ago
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.
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2 months ago
Dear HERMETICO,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
TranslationDear Casino Guru Complaint Resolution Center Team:
Thank you for your response and follow-up on my case.
As of today, I am still waiting to receive my refund from Playdoit. I have been in constant communication with the casino's support team, and yesterday I contacted them again to follow up on the situation.
My account is currently undergoing verification. I have submitted and uploaded all the documents requested by the platform; however, since December 23, 2025, the verification status remains "under review," and it has not yet been completed, nor have I been given a clear timeframe for resolution.
Additionally, I contacted the bank associated with my account, and they confirmed that there is no block or rejection on their part. However, the Playdoit platform has automatically blocked my deposit attempts, stating that it is due to internal casino security protocols.
At the moment, I am still waiting for the verification to be completed and the requested refund to be processed correctly. Once the indicated 14-day period has passed without me receiving the payment, I would appreciate your assistance in resolving this situation.
Thank you for your attention and support. I will be attentive to any updates.
Warm regards,
AIRTIGHT
Mexico
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2 months ago
TranslationHello Casino Guru team,
Through this message I wish to provide additional evidence related to my complaint against Playdoit.
On December 22, 2025, I received an email from Playdoit with the subject line "Request for Pending Documents." However, this message does not specify which documents are pending, how or where they should be sent, establish deadlines, or include a reference number or responsible department.
Additionally, as of today, the last document I sent to Playdoit continues to appear with a status of "under review", without having received any update, approval, rejection or request for correction, which shows a stagnation in the verification process.
Instead of providing a formal and clear way to resolve this situation, the email only redirects to the customer service chat, which is not a formal or verifiable means to address pending documentation or verification processes.
I believe that this communication and the lack of follow-up demonstrate an absence of a clear and transparent procedure on the part of Playdoit, while the situation of my account remains unresolved.
I am attaching screenshots of the email received and the current status of the document as additional evidence to be considered in the investigation of the case.
I look forward to any further comments.
Kind regards,
Edited by a Casino Guru admin
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear HERMETICO,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
