The player from Mexico had been blocked due to unsuccessful verification. She had claimed to play only slot games and had used her son's laptop for playing. The player had been frustrated because she felt the casino had not given her any chance to rectify the situation. She also suspected that her son might have played at the same casino. We had attempted to contact the casino multiple times to resolve the issue, but received no response. Consequently, the complaint had been marked as 'unresolved'. We had advised the player to contact the Gaming Authority for further assistance.
RushBet Casino MX - Player's account was blocked.
Black points: 73
Amount: Mex$3,000
RushBet Casino MX
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
8 months ago
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1 year ago
Translation
Rushbet mx sent me an email with a bonus worth $100.00 Mexican pesos, since at some point I registered with them.
That same day I started playing it just as a form of entertainment without expecting earnings, what a surprise that I released
the bonus satisfactorily fulfilling the terms that Rush requests, and that I have read in detail,
I kept playing until I considered a considerable $3,000 Mexican pesos for withdrawal.
Since I had real money in my balance, I prepared to request the withdrawal for the first time. and according to its terms an initial deposit is not necessary, in any case if it had been the case, I would not have any problem. Provide the interbank key
from my personal bbva account as they request. They immediately sent me a message to verify my identity with just the Ine.
During this period I was visiting my son's house, in another state, and I did not have the physical document at hand, and a photo of the screen was easy for me, since I had never requested a similar procedure.
The withdrawal request was canceled and I was notified,
like the automatic verification was failed.
I accept and acknowledge up to this point, being guilty for not waiting for my car identification to be brought to me.
After what happened, I read the terms and conditions where it is indicated that the validation can be done again and they offer service alternatives. I took my cell phone to take the picture and a selfie, and I prepared myself in case it was a live validation... at first they asked me to recognize the device by email or phone number and I did it without problem.
I contacted live chat support for validation support and they asked me to wait 1 hour. More than 24 hours have passed and still no response.
Days later I receive an email indicating that my account was permanently closed and that I could not dispose of the amount due to legal, legal and other breaches.
All based on 1 criteria. I could accept it without problem, acknowledging my mistake. However, the email they sent me details false accusations against me.
false information and procedures that were never allowed to me, since if that had been the case, without any problem I would have successfully validated it with all disposition. I am not committing any crime as they accuse me, based on this I have been branded as fraudulent and mocking perhaps without intentions of third parties to whom I speak.
I can understand that it was initially my mistake, but they have NOT given me a chance to remedy it.
His verdict that includes defamation and accusations that are totally false have marked me with damage to my honor, my integrity and dignity as a human being.
Without affirming it, but based on comments and based on what I am not allowed to, I suspect that what the bookmaker really did not want is to pay the $3,000 pesos since I did not invest at all, and I am considered a non-potential customer, and it's a loss to them.
There are testimonials that indicate something similar but do nothing about it, so it is easy for the casino to create this scenario since they do not receive a response other than simply ignore.
I am accused of fraud and having different accounts for the misuse of benefits like this, and even financial crimes.
I asked them more than once for the opportunity to validate my identity, and was denied.
I accept their terms and conditions, however they are not.
I let them know the disposition that I had on the subject and I was denied and they only tried to intimidate me.
I don't know much about issues like this, but it is an injustice.
I do not intend to take monetary advantage, or similar ... it is not the intention, I just want to be respected and paid what my account had in real money
that they release the bonus, that they respect that part. and that they give me the opportunity to prove to them that their accusations are false.
I do not consider myself a person with gambling problems, the activity was carried out only as a means of entertainment and it did not affect anyone,
I am an honest and ethical citizen. and for this reason I do not like to remain silent. I attach the evidence and I remain at your disposal, any request please let me know, I trust that you will support me and I will respect any decision made.
thanks in advance, regards
Maria de lourdes Esquivel M***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear MAESQUIVEL07,
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. Do I understand correctly that the casino believes you created more than one account? Is there a chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
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,
Kristina
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1 year ago
Translation
First of all, I am grateful for the interest in supporting me in the situation.
I only play slot machines, that day I remember playing CATS is the only one I played.
It is very likely that yes, my son plays, sorry, he played. I stop doing it out of solidarity, and I imagine that her boyfriend's family, I really don't know. Being frank. But if I can guarantee duplication of any account, I don't think so.
And now that you mention it I was using the laptop computer. of my son... BUT the RUSHBET team made me confirm my mobile, and I did, of course.
Now, I have read, more than once, everything that they keep public, and they always mention the service that they provide, and the facilities that they give to the client for any situation.
That is my main anger, that I was not allowed anything at all, NOTHING. But they did not fail to include it in their verdict so that the ends were in their favor. In their emails they indicated everything they did not do, of course, sent the email, accepted the content. THEN NO, I answered them that I did not accept. And they tried to intimidate me, but I'm a lady, and without egocentric pretensions, I'm studied.
Total, regardless if I missed any of their policies, it was unconsciously, and I believe that even if it were the opposite, the accusations and the way so contemptuous of my person, is not correct at all.
They did lie in their emails regarding procedures, the information that was given to me, warnings that I ignored... but it is not true, and there is no way for them to verify it, however I can show that I was to all discretion.
Now, it is so evident that it was treated as a retirement... 'In deposits, they do not govern anything. They leave the monetary entries free of everything... and I can also verify that
Anyway. I remain attentive.
thank you
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1 year ago
Thank you very much for your reply, MAESQUIVEL07. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Of course. I will email you the requested information as soon as possible.
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1 year ago
Unfortunately, I haven't received any emails from you yet. Could you please forward the communication to my email address so that we can proceed with this complaint as soon as possible? Thank you.
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1 year ago
Do I understand correctly that you and your son both played at this casino using the same device?
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1 year ago
Translation
I'M NOT SURE ABOUT IT, I REALLY DON'T KNOW WHERE HE PLAYED, BUT IF HE USED HIS LAP-TOP THAT'S CERTAIN, MY QUESTION, I DON'T EVEN WANT TO HAVE AN ACCOUNT WITH THEM DEFINITELY, I JUST CONTINUE IN THE FALSE OF THEIR ANSWERS THAT I KNOW I WAS ALLOWED TO VALIDATE AND THERE WERE WARNINGS AND OTHERS. OF COURSE NOT... AND OF COURSE WHAT I WAS ACCUSED OF
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1 year ago
Thank you very much, MAESQUIVEL07, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi MAESQUIVEL07,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite RushBet Casino MX to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Kristina, my congratulations for your service and a huge thank you for your contributions.
I keep waiting Peter... thank you very much for your dedication.
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1 year 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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1 year ago
Hi MAESQUIVEL07,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Gaming Authority (https://www.gob.mx/segob/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
