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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

Hello, Veronica.

Thank you for reviewing my case.

I will now answer your questions:

To the best of my knowledge, no other Inbet account has been created or operated from my home or by anyone else using my same IP address. I have only ever had one Inbet account.

For the KYC process, I sent the documents (ID and selfie) that the casino requested to verify my identity. My account had been used normally before, and I had made deposits and withdrawals without any problems.

I have never used a VPN, proxy, or any software to hide or modify my IP address or location when accessing the casino.

The withheld winnings were earned through sports bets placed with my balance. I later received a free bet from the casino, but this was awarded after I had already generated those winnings, so the withheld winnings did not originate from that promotion.

He mainly placed sports bets. He played very few casino games.

What I still don't understand is the reason for closing my account. Inbet only indicated that there was an alleged violation related to multiple accounts or coordinated activity, but never provided me with any evidence or a specific explanation to justify that conclusion. I believe I acted in accordance with the rules and always used only one account.

Thank you very much for your support and I remain attentive to any additional information you may need.

Hola, Verónica.

Gracias por revisar mi caso.

A continuación respondo a sus preguntas:

Hasta donde tengo conocimiento, no existe ninguna otra cuenta de Inbet creada u operada desde mi hogar ni por otra persona utilizando mi misma dirección IP. Yo únicamente he tenido una sola cuenta en Inbet.

Para el proceso KYC envié los documentos(INE Y SELFIE) que el casino me solicitó para verificar mi identidad. Mi cuenta ya había sido utilizada con normalidad anteriormente y había realizado depósitos y retiros sin inconvenientes.

Nunca he utilizado una VPN, proxy ni ningún software para ocultar o modificar mi dirección IP o mi ubicación al acceder al casino.

Las ganancias retenidas fueron obtenidas mediante apuestas deportivas realizadas con mi saldo. Posteriormente recibí una freebet por parte del casino, pero esta fue otorgada después de que ya había generado dichas ganancias, por lo que las ganancias retenidas no provinieron de esa promoción.

Principalmente realizaba apuestas deportivas. Jugaba muy poco juegos de casinos.

Lo que sigo sin comprender es el motivo del cierre de mi cuenta. Inbet únicamente indicó que existía una supuesta infracción relacionada con múltiples cuentas o actividad coordinada, pero nunca me proporcionó evidencia ni una explicación específica que justificara esa conclusión. Considero que actué conforme a las reglas y siempre utilicé una sola cuenta.

Muchas gracias por su apoyo y quedo atenta a cualquier información adicional que necesiten.

Thank you for your replies. I have reviewed the Terms and Conditions of inbet Casino, and this is what I found under rule 14.6:

14.6. Irregular, Undesirable or Professional Play Patterns.

Inbet Mexico reserves the right to monitor and review betting and gaming activity in order to detect irregular, undesirable, abusive, opportunistic or professional play patterns that are inconsistent with recreational use of the platform, the intended purpose of a promotion, or the integrity of betting markets and gaming products. Such patterns may include, without limitation, bonus abuse, risk free or near risk free wagering structures, coordinated play, syndicate behavior, repetitive exploitation of pricing, market timing abuse, systematic use of promotions for extraction rather than entertainment, or any other conduct that reasonably indicates abuse of the spirit or purpose of the service.

Please understand that this rule is related to sports betting. Unfortunately, we don’t have enough expertise or access to the tools needed to properly evaluate sports betting disputes.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika