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Good morning.

I was playing normally until one day I lost access to my account.

First I got an internal error. I called the support number and they told me that my account is fine and active, which confirms a withdrawal I made hours before that situation.

They told me I'd get access within 72 hours, but I'm still stuck. Email support isn't responding, and they're not offering any solutions. I tried to log into my account today, and it said my password was incorrect, then it was temporarily locked, and it said I had to email support (where they're not responding at all).

Honestly, that seems like a scam. I earned money, withdrew some of it, and then they took away access to my verified and active account.

I don't plan to use that betting site anymore because of the problems it causes and its non-existent customer service. I just want them to let me withdraw my money or send it to my bank account before I escalate this issue to the Ministry of the Interior.

Greetings, and I hope you can help me. Thank you very much.

Buenos días.

Estuve jugando con normalidad hasta que un día deje de tener acceso a mi cuenta.

Primero me salía un error interno \r\r. Llamé al número de soporte y me dijeron que mi cuenta se encuentra bien y está activa lo que confirma de hecho un retiro que hice horas antes de esa situación.

Me dijeron que en 72h me daban acceso pero sigo igual. En el soporte por correo no me contestan, no me dan ninguna solución. Intenté entrar a mi cuenta hoy a parece contraseña incorrecta y luego se bloqueó temporalmente y apareció que tengo que mandar correo al soporte (donde no contestan para nada).

La verdad eso parece fraude. Gané dinero, retiré una parte y me quitaron acceso a mi cuenta verificada y activa.

No pienso usar más esa casa de apuestas por los problemas que ocasiona y por servicio al cliente inexistente, solo quiero que me dejen entrar a retirar mi dinero o que me manden el dinero a mi cuenta bancaria antes de escalar ese problema a SEGOB.

Saludos y espero me puedan ayudar. Muchas gracias.

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Dear Lucabudal,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing.

From your description and the screenshot you provided, it appears that you are encountering an internal error when trying to access your account, along with password/login issues, while your account was reportedly still active shortly after your withdrawal request.

To better understand the situation and assist you effectively, could you please clarify the following:

• When exactly did you first lose access to your account?
• Have you successfully completed KYC verification prior to this issue?
• Could you provide any email or chat communication with the casino’s support team (especially their confirmation that your account is active and that access would be restored within 72 hours)?
• Have you attempted a password reset, and if so, what was the result?
• Are you able to access the account from a different device or network, or does the same error persist?

The screenshot suggests a system or login-related issue ("internal error: unable to log in"), which may indicate a technical problem, but we will need to confirm whether this is purely technical or related to account restrictions.

If you have any relevant communication or additional evidence, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good morning.

I managed to contact support by phone, and they told me that due to irregular betting, I even have a negative balance. They couldn't even explain why; I simply won money, withdrew some, and they blocked the rest and washed their hands of it, claiming it was due to irregular betting and that I owe money.

FACTS:

1. REGULAR OPERATION: I have maintained gaming activity in accordance with the platform's guidelines. After making successful withdrawals recently, the platform began experiencing unexplained technical access issues.

2. TECHNICAL FAILURE (INTERNAL ERROR): When attempting to log in, the system persistently displays an "Internal Error" message. Subsequently, the system indicates that my credentials are incorrect, even though they have not been changed.

3. CONFIRMATION OF ACTIVE ACCOUNT: In a telephone communication with their service center (the only one they have answered), the agent explicitly confirmed to me that my account is verified, active and in order, without being able to justify the reason why the system prevents me from accessing it.

4. FAILURE TO RESPOND: I have sent multiple emails to your support department without receiving any response. Furthermore, you have stopped answering my phone calls, leaving me completely defenseless regarding my funds.

5. CURRENT TEMPORARY LOCK: Due to errors in your own system, my account now shows a "Temporary Lock" for failed password attempts. The platform instructs me to contact the same support email address that systematically ignores my requests.

6. BALANCE MANIPULATION: Recently, the operator has changed my balance to a 'Negative Balance', arguing 'irregular bets' without offering technical support, proof of the plays in question, or the article of the regulations that I supposedly violated.

This action constitutes a misappropriation of my funds and a lack of transparency in the operation of the permit granted by this Secretariat.

REQUEST:

I request the intervention of the DGJS so that the company OPERADORA GENERAL DE ENTRETENIMIENTO, SA DE CV proceeds to make the total payment of my available balance to my registered bank account, since there is no breach on my part that justifies the withholding of my funds.

Muy buenos días.

Me logré comunicar al soporte por teléfono y me dijeron que por apuestas irregulares tengo incluso saldo negativo. Ni siquiera eran capaces de explicarme la razón, simplemente gané dinero, retiré una parte y el resto me bloquearon y se lavaron las manos con que apuestas irregulares e incluso que debo dinero.

HECHOS:

1. OPERACIÓN REGULAR: He mantenido una actividad de juego bajo los lineamientos de la plataforma. Tras realizar retiros exitosos recientemente, la plataforma comenzó a presentar fallas técnicas de acceso de manera injustificada.

2. FALLA TÉCNICA (ERROR INTERNO): Al intentar ingresar, el sistema arroja de forma persistente un mensaje de "Error Interno". Posteriormente, el sistema indica que mis credenciales son incorrectas, a pesar de que no han sido modificadas.

3. CONFIRMACIÓN DE CUENTA ACTIVA: En una comunicación telefónica con su centro de atención (la única que han atendido), el agente me confirmó explícitamente que mi cuenta está verificada, activa y en regla, sin poder justificar el motivo por el cual el sistema me impide el acceso.

4. OMISIÓN DE RESPUESTA: He enviado múltiples correos electrónicos a su área de soporte sin recibir respuesta alguna. Asimismo, han dejado de atender mis llamadas telefónicas, dejándome en un estado de total indefensión sobre mi capital.

5. BLOQUEO TEMPORAL ACTUAL: Debido a los errores de su propio sistema, mi cuenta aparece ahora con un "Bloqueo Temporal" por intentos fallidos de contraseña. La plataforma me instruye a contactar al mismo correo de soporte que sistemáticamente ignora mis peticiones.

6. MANIPULACIÓN DE SALDO: Recientemente, la operadora ha modificado mi balance a un 'Saldo Negativo', argumentando 'apuestas irregulares' sin ofrecer sustento técnico, pruebas de las jugadas en cuestión, ni el artículo del reglamento que supuestamente infringí.

Esta acción constituye una apropiación indebida de mis fondos y una falta de transparencia en la operación del permiso otorgado por esta Secretaría.

PETICIÓN:

Solicito la intervención de la DGJS para que la empresa OPERADORA GENERAL DE ENTRETENIMIENTO, S.A. DE C.V. proceda a realizar el pago total de mi saldo disponible a mi cuenta bancaria registrada, ya que no existe incumplimiento de mi parte que justifique la retención de mis fondos.

I would also like to know, according to them, which bets were irregular, which rule I violated with them, and the reason for all of this, because I was simply betting on the matches they have available, so it's a rip-off to do that and wash their hands of it by saying they were irregular bets without giving any explanation.

También me gustaría saber según ellos que apuestas fueron irregulares, que punto de reglamento infringí con ellas y la razón de todo eso porque yo simplemente estuve apostando a los partidos que tienen disponibles así que es un robo hacer eso y lavarse las manos con que eran apuestas irregulares sin dar explicaciones.

Update: Now they're trying to wash their hands of it by claiming the WCBA bets were a pattern. Those bets paid out without issue at other bookmakers. In fact, Sportiumbet decided to void those bets after I made the withdrawal. Why didn't they void them days earlier? Pure manipulation.

Actualización: Ahora se quieren lavar las manos con que las apuestas de la liga WCBA era un patrón. Esas apuestas en otras casas de apuestas pagaron sin problemas. De hecho Sportiumbet decidió anular esas apuestas después del retiro que hice. Por qué no anularon en su momento días antes? Pura manipulación

Hi Lucabudal,

Thank you for your detailed reply and for providing the additional information.

Before we proceed further, I would like to kindly clarify one important point:

• Were your activities on this platform related exclusively to sports betting (such as matches, WCBA bets, etc.)?

Please note that our Complaint Resolution Center primarily handles casino-related disputes, and we generally do not have sufficient expertise to assess cases involving sports betting.

Your clarification will help us determine whether we are able to continue assisting you in this matter.

Thank you.

Good morning, thank you for your response.

I've been using Sportiumbet for various sports bets. They simply refuse to pay me because the bookmaker lost money, and instead of recovering my winnings, they left me with a negative balance, acting in bad faith.

Buenos días, gracias por la respuesta.

Estuve usando sportiumbet para diversas apuestas deportivas. Simplemente no me quieren pagar porque la casa de apuestas perdió y lejos de recuperar mi dinero ganado me dejaron con saldo negativo actuando de mala fe.

Dear Lucabudal,

Thank you for your cooperation and for providing all the details regarding your case.

Based on your confirmation, your activity on the platform was related to sports betting. Unfortunately, we must inform you that our Complaint Resolution Center focuses exclusively on online casino-related disputes (such as slot games, table games, and similar).

Cases involving sports betting require a different level of expertise, as they often involve specific rules, odds calculations, betting patterns, and risk management practices that fall outside of our scope of assessment. For this reason, we are not able to fairly or accurately evaluate situations related to sports betting.

Therefore, we regret to inform you that we are unable to continue assisting you in this matter, and this complaint will now be closed as rejected.

We would recommend that you contact the relevant licensing authority or a platform specializing in sports betting disputes, as they may be better equipped to review your case.

I’m sorry we couldn’t assist you further in this case. Thank you for your understanding.

Best regards,

Petronela

Casino.Guru