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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.

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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 [email protected]. 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