Playdoit Casino - Las ganancias del jugador fueron confiscadas.

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also refers to people in the home and organization, and the public network, if it were the case for which my bonus was withdrawn, does not belong to any of this category.

El Casino me retiró mi ganancia de $3000 de bono de bienvenida argumentando que compartía mi IP de wifi con otros usuarios.

Primeramente nadie en mi hogar ha usado la aplicación de Playdoit. Pregunté al servicio al cliente a cual IP se referían y no me supieron dar respuesta.

Adicional a mi IP solo realice una conexión a una red de carácter Pública gratuita para todos los ciudadanos de San Luis Potosí, el Casino tampoco me respondió si se refería a esta IP.

Aunado a esto la política a la que el Casino se refiere que viole no especifica si se refiere a una IP de dispositivo o de conexión Wi-Fi además de que se refiere a personas de hogar y organización, siendo que la red publica si fuera el caso por el que se me retiró al bono no pertenece a ninguna de esta categoría.

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

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.

Te adjunto la comunicación con el Casino al correo que me proporcionaste

¿Has realizado algún retiro exitoso anteriormente?

Solo uno, tuve muchos problemas para realizarlo ya que me rechazaba el pago el sistema y eso que era dinero depositado real.

¿Podrías confirmar que has pasado la verificación KYC?

Efectivamente, la verificación es una de las primeras cosas que te pide la app para jugar el bono, después de los 5 días si la verificación no está completa retiran el bono.


¿Conoces a alguien que tenga una cuenta en este casino? Si es así, ¿has compartido tu dispositivo con esa persona?

No, no conozco a nadie, dentro de mi círculo soy el único que usa estas aplicaciones.

¿Te conectaste a la red WiFi pública mientras jugabas con el bono? Mi dispositivo se conecta automáticamente a la red publica al estar en la universidad, ahí me llegaban las notificaciones de si una apuesta era ganadora e incluso entraba a la aplicación por medio de esa red y checaba el avance del bono.

Dear XL123, did you only place sports bets?

Did you access your casino account solely from your personal device?

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.

¿solo realizaste apuestas deportivas?

R= Si, solo me dedique a apuestas deportivas, nunca ingrese a jugar al casino.

¿Accediste a tu cuenta de casino únicamente desde tu dispositivo personal?

R=Así es, en ningún otro lado inicie sesión.

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.