I need urgent help. I registered an account on Playdoit.mx, received a welcome bonus, and completed

During that process, I completed KYC verification with my INE (Mexican voter ID) and facial recognition, which was APPROVED by Playdoit. My account functioned normally for approximately 6 hours after verification. When I attempted to make my first withdrawal, my account was frozen, with Playdoit claiming duplicate accounts.

The contradiction is clear: Playdoit approved my KYC verification and allowed me to trade for hours, knowing that another account existed. Their own support agent confirmed via chat that the system does NOT activate duplicate accounts, which directly contradicts the reason they gave me for freezing my account.

I have screenshots of the support chat, emails from Playdoit, and the entire conversation as evidence. Playdoit operates in Mexico with SEGOB Permit DGJS/DORCA/P-01/2021.

I request mediation to recover my unjustly withheld balance. The balance withheld in my account is $8,000 Mexican pesos.

"I've attached evidence: I have screenshots of the support chat where the Playdoit agent confirms that the system doesn't activate duplicate accounts, which directly contradicts the reason they froze my account. I also have the email Playdoit sent me and the entire support conversation where they never resolved my case. My account has full KYC verification with my INE (Mexican voter ID) and facial recognition approved by Playdoit. The balance being held is $8,000 Mexican pesos. I urgently request that a mediator from Casino.guru contact Playdoit.mx to resolve this case."

Hello, when it comes to complaints, you do not have to worry. I see that request and someone will respond to it. When it comes to casino issues, I see a few suspicious parts. Well, the casino is unknown to us, which makes me less prone to speculations. I suggest we wait for the complaint to see what comes next.

May I know for how long you have been struggling to resolve that with the casino?

I've been trying to resolve this issue since May 9, 2026. My account was frozen the same day I tried to make my first withdrawal. I contacted support chat several times that day, and the next day I sent a formal email to soporte@playdoit.mx And I never received a solution. They just keep telling me I violated the terms without explaining why they approved my KYC verification if they supposedly detected duplicate accounts.

Well, to be honest, if you have been experiencing this problem for the last three days, just as you mentioned, I'd say the casino was quite talkative. Usually it takes longer to get that far. But still, the most crucial things will happen in the complaint. A successful KYC does not mean that matches with other accounts won't occur later. This may occur when the other account is undergoing KYC verification, rather than your own account. But do not worry, these are specifically the details my colleagues focus on in such situations.

"Thank you for reviewing my case. I received an email closing my claim, but I see you mention that your colleagues will review the details. Can you reconsider the case? The other account was never verified with a INE (Mexican voter ID), only mine. That's important."

I'm sorry, but I do not understand you well. I do not review cases; that's when the complaints come in.

Does this situation, for example, mean that your complaint request could not be approved?

To clarify, if you are looking for help, you first need to submit a complaint request to Casino Guru. Then my colleagues will review the request and either deny or approve it.

Sadly our internal system is under maintenance, so I cannot find the details.