The player from Mexico filed a complaint against Playdoit, alleging wrongful accusation of using multiple accounts after fulfilling the bonus requirements and making a minimum deposit. He had a pending withdrawal of 2200 MXN and sought to clarify the situation, offering to provide evidence against the casino's treatment. The Complaints Team attempted to contact the casino for clarification but received no response. Due to the lack of cooperation from Playdoit and the inability to verify its licensing, the complaint was marked as "unresolved." The player was advised to consider casino reviews and ratings in the future to avoid similar issues.
Playdoit Casino - Player’s withdrawal is delayed and account is questioned.
Unresolved
Our verdict
No reaction policy
Black points: 24
Amount: Mex$2,398
Playdoit Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
I am contacting you to file a complaint against this casino, Playdoit. First, I want to clarify that it supposedly operates under permit SEGOB DGJS/DCRCA/P-01/2021 from Mexico, the country where I was born and reside. Furthermore, after I released the bonus by fulfilling the 40x rollover requirement on their 1000 MXN bonus for betting, and after I made the minimum deposit required by their terms and conditions of 200 MXN, and then withdrew 2200 MXN earned through the bonus, complying with all the T&Cs, they boast about the use of multiple accounts. Upon further investigation, I realize that I am not the only person to have suffered this accusation, which I must clarify is completely false.
If required, I can provide screenshots that clearly show the frivolous treatment by your staff, pending withdrawals, including my 200 MXN deposited and not received back, the deposit, my approved verification, etc.
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4 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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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Playdoit Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Have you accumulated your winnings with or without an active bonus?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
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
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4 months ago
TranslationGood day, I will answer your questions.
Is there any possibility that someone in your household or using the same IP address has also created an account at this casino?
Answer = No, not a single possibility. I was looking into this problem to see if it was real, but my first account was always that one.
Have you accumulated your earnings with or without an active bonus?
Answer = All my winnings were accumulated with the $1000 MXN bonus, reaching a maximum of $2200 MXN once I reached the playthrough, in which I was forced to make the deposit of $200 MXN, which, it should be mentioned, has not been returned to me, nor has my own money.
What games did you play to accumulate your current casino balance? (slots, live games, sports betting)
Answer = To complete the bonus playthrough, I only played slots, nothing else.
Now that your questions have been answered, I want to add that apparently I am not the only person being accused of committing an infraction. After talking with people in the community, I have concluded that I am not the only one who has been prevented from withdrawing their winnings. Many people have gone through the same thing, and the casino's response is always the same: they allege the use of multiple accounts.
I remain available to collaborate further with you if necessary on this case.
EDIT: I need to add that I'm currently also having another problem with technical support. They claim they're making an adjustment that will remove all bonus earnings, leaving only the money I deposited available for withdrawal. They told me this on Saturday, November 8th, and it's now Monday, November 10th, and my balance hasn't changed at all. They're still rejecting my withdrawal requests.
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3 months ago
Dear terrapraag,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Tomas
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3 months ago
Hello terrapraag,
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. Nevertheless, I will reach out to them and endeavour to find a way to help resolve 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.
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3 months ago
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.
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3 months ago
Dear terrapraag,
I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Although the casino claims:
"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."
we are not able to confirm this, and because of this, we consider this casino as not holding an official, reputable gaming license. Since the casino seems to operate without a legitimate, verifiable, and trustworthy license, and does not mention any ADR service, we regret to inform you that there are no additional options we can suggest for you to pursue.
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 could 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.
I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
