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I am filing this complaint due to the closure of my account by Inbet Mexico and the withholding of my winnings, a decision with which I disagree because I consider it unjustified.

I opened and used only one personal account with Inbet Mexico. During the time I used it, I made deposits, bets, and withdrawals without any problems. At no time did I open a second account, operate third-party accounts, or act in coordination with another person to obtain undue benefits.

Subsequently, my account was blocked, indicating that KYC verification was pending. Upon contacting customer support, I was informed that, following an internal investigation, they had decided to permanently close my account due to an alleged violation of the Terms and Conditions related to multiple accounts or coordinated activity.

I requested an explanation and expressly stated that I have never had more than one account on the platform. However, Inbet responded that, for reasons of security, fraud prevention, and the integrity of its systems, it would not provide evidence, evaluation criteria, or information about the investigation conducted, maintaining its decision as final.

At the time of closure, my balance consisted of winnings obtained through bets placed on the platform. Inbet decided to withhold approximately $10,000 MXN corresponding to my winnings, without concretely demonstrating that there had been a violation of the Terms and Conditions.

I understand that a platform has the right to implement security measures to prevent fraud; however, I believe that confiscating my earnings without providing a specific explanation or evidence to support the alleged violation is disproportionate and unfair.

Therefore, I request Casino Guru's intervention to review this case and, if possible, mediate with Inbet Mexico so that they reconsider their decision regarding the withholding of my winnings or, failing that, provide a clear and sufficient justification that allows me to understand the specific reasons why this measure was adopted.

I appreciate in advance your attention and impartial review of my case.

Presento esta queja debido al cierre de mi cuenta por parte de Inbet México y a la retención de mis ganancias, decisión con la que no estoy de acuerdo por considerarla injustificada.

Abrí y utilicé una única cuenta personal en Inbet México. Durante el tiempo que la utilicé realicé depósitos, apuestas y retiros sin presentar inconvenientes. En ningún momento abrí una segunda cuenta, operé cuentas de terceros, ni actué de forma coordinada con otra persona para obtener beneficios indebidos.

Posteriormente, mi cuenta fue bloqueada indicando que la verificación KYC estaba pendiente. Al comunicarme con el servicio de atención al cliente, se me informó que, tras una investigación interna, habían decidido cerrar definitivamente mi cuenta por una supuesta infracción a los Términos y Condiciones relacionada con múltiples cuentas o actividad coordinada.

Solicité una explicación y manifesté expresamente que nunca he tenido más de una cuenta en la plataforma. Sin embargo, Inbet respondió que, por razones de seguridad, prevención de fraude e integridad de sus sistemas, no proporcionaría evidencia, criterios de evaluación ni información sobre la investigación realizada, manteniendo su decisión como definitiva.

Al momento del cierre, mi saldo estaba compuesto por ganancias obtenidas mediante apuestas realizadas en la plataforma. Inbet decidió retenerme aproximadamente $10,000 MXN correspondientes a mis ganancias, sin demostrar de manera concreta que hubiera existido una violación a los Términos y Condiciones.

Entiendo que una plataforma tiene derecho a aplicar medidas de seguridad para prevenir el fraude; sin embargo, considero que la confiscación de mis ganancias sin proporcionar una explicación específica ni evidencia que sustente la supuesta infracción resulta desproporcionada e injusta.

Por ello, solicito la intervención de Casino Guru para revisar este caso y, en la medida de lo posible, mediar con Inbet México a fin de que reconsidere su decisión respecto a la retención de mis ganancias o, en su defecto, proporcione una justificación clara y suficiente que permita entender las razones específicas por las cuales se adoptó dicha medida.

Agradezco de antemano la atención prestada y la revisión imparcial de mi caso.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear athzyri9,

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 that I can fully 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?
• Which documents did you send to the casino for the KYC verification process?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play at this casino before your account was blocked?

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,

Veronika