The player from Mexico had $3000 in welcome bonus winnings confiscated by the casino, which claimed he shared his Wi-Fi IP with other users. He contested this decision, stating that no one in his household had used the Playdoit app, and raised concerns over the casino's inability to specify which IP was referenced. After reviewing the details, it was concluded that the Complaints Team was unable to evaluate the casino's investigation results adequately. Consequently, the complaint was rejected, and the player was encouraged to reach out for assistance with future issues.
Playdoit Casino - Player's winnings have been confiscated.
Amount: Mex$3,000
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.
4.4
Playdoit Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
The Casino withdrew my $3000 welcome bonus winnings claiming that I shared my wifi IP with other users.
First of all, no one in my household has used the Playdoit app. I asked customer service which IP they were referring to and they couldn't give me an answer.
In addition to my IP, I only made one connection to a public network free for all citizens of San Luis Potosí, the Casino also did not respond to me if it was referring to this IP.
In addition to this, the policy that the Casino refers to as being in violation does not specify whether it refers to a device IP or a Wi-Fi connection, and it also refers to people in the home and organization, and the public network, if it were the case for which my bonus was withdrawn, does not belong to any of this category.
Automatic translation:
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1 month ago
Dear XL123,
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.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Do you know anyone who has an account in this casino? If so, have you shared your device with them?
Did you connect to the public Wi-Fi network while playing with the bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
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1 month ago
Translation
I am attaching the communication with the Casino to the email you provided me.
Have you made any successful withdrawals before?
Just one, I had a lot of problems doing it because the system rejected my payment and that was real money deposited.
Could you please confirm that you have passed KYC verification?
Indeed, verification is one of the first things the app asks you to play the bonus, after 5 days if the verification is not complete the bonus is withdrawn.
Do you know anyone who has an account at this casino? If so, have you shared your device with them?
No, I don't know anyone, within my circle I am the only one who uses these applications.
Did you connect to the public WiFi network while playing with the bonus? My device automatically connects to the public network when I was at university, and I received notifications that a bet was a winner and I even logged into the app through that network and checked the progress of the bonus.
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1 month ago
Dear XL123, did you only place sports bets?
Did you access your casino account solely from your personal device?
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1 month ago
Translation
Did you only place sports bets?
A= Yes, I only dedicated myself to sports betting, I never entered the casino to play.
Did you access your casino account only from your personal device?
A=That's right, I didn't log in anywhere else.
Automatic translation:
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1 month ago
Dear XL123, please understand that if you only placed bets on sports betting and your winnings from a bonus were confiscated, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
