The player from Mexico is accused of having duplicate accounts despite providing the necessary documents and having an active bonus with wagering requirements met. After attempting to withdraw, their account is frozen and customer service has not provided a resolution.
Playdoit Casino - Player's account is frozen due to duplicate account accusation.
Amount: Mex$2,500
Playdoit Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Playdoit Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
5d 11h 30m 54s
Case summary
2 days ago
Public
Public
2 days ago
Translation
I'm being accused of having duplicate accounts, even with my documents, when I haven't created any additional accounts.
I have their active bonus, I met the wagering requirement, and when I tried to withdraw, they froze my account. Customer service hasn't resolved anything for me. I need your help.
Automatic translation:
Public
Public
2 days ago
Dear lunaizamar008,
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?
- Could you please advise if you have passed the KYC verification?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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