Hello,

-I opened my casino account on April 18, 2023

-I verified the account on May 3

-On July 19, they asked me for more documents to verify the account (at that time my balance was around $30,000 pesos, and I won more than 80,000 pesos in the live casino. Support didn't respond until July 28, and they told me they are not going to pay me due to their terms and conditions. I am enclosing the history of my account so you can see that I won in the live casino and they don't want to pay me, I made strong bets.

Hola,

-Abrí mi cuenta de casino el 18 de abril del 2023

-Verifiqué la cuenta el 3 de mayo

-el 19 de julio me piden mas documentos para verificar la cuenta (en ese entonces mi saldo era como de $30,000 pesos, y ganó mas de 80,000 pesos en casino en vivo, soporte me contesta hasta el día 28 de julio y me dicen que no me van a pagar, que por sus terminos y condiciones, les adjunto historial de mi cuenta para que vean que gané en casin o en vivo y no me quieren pagar, hice apuestas fuertes.

Dear yosiris1985,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear yosiris1985,

Have you received your withdrawal from the casino yet?

Hello Kristina, support answered me that they were no longer going to pay me that money due to an administrative decision but I won legally, and the worst thing is that I still got money to deposit and I am in debt I have been playing and losing I only have $101,800

Hola Kristina, soporte me respondió que ya no me iban a pagar ese dinero por decisión administrativa pero yo gané legal, y lo peor es que todavia conseguí dinero para depositar y estoy endeudada he estado jugando y perdiendo ya solo tengo $101,800

Thank you for your reply, yosiris1985. Do I understand correctly that the casino confiscated your winnings without further explanation? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

I already sent you the email, with betting history, and what they told me, I'll forward it here in the same way, thanks

Hello,

My account was already verified but on July 16 they asked me for a notarized INE I sent it and in 10 days they tell me that I cannot withdraw my money due to an administrative decision, I am attaching my betting history, I won strong bets in live casino and I did not They also want to pay me, in addition to the answers they gave me.

******* July 19 they ask me to be notarized

Dear YOSIRIS,

For the security of your account and for the processing of your withdrawals, we require that you send us additional information. Please go to the Caliente page, the Verification menu or the link https://www.caliente.mx/mas/ayuda/verificacion , and upload a selfie-type photograph showing us a notarized copy of your official identification.

This photograph can be uploaded to the "Proof of address" button on the Verification page.

Send documents

Once you have uploaded these documents to the portal, please notify us by this means. You will receive an email informing you if we need you to send us anything else or if everything has been approved.

We appreciate your collaboration.

Customer service department

Caliente.MX

-------------------------------------------------- -------------------------------------------------- -------------------------------------------

If you have any questions or concerns, feel free to contact Caliente's 24/7 online support team using any of the following methods:

Chat: Online Support - available from the Caliente lobby

Freephone (Mexico): 800 5 HOT

International phone: 01-800-5-22543683

Email: [email protected]

************ on July 21 sent notarized INE

Hello

I already sent the notarized INE, thanks

******* on July 28 they answer me that I cannot make withdrawals

Dear YOSIRIS,

Thank you for choosing Caliente

We are writing to you regarding your account to notify you that unfortunately your account did not pass a routine review, which found that the terms of the page were not met. Therefore, the account could not be verified. Unfortunately, you will not be able to get bonuses on the account, as well as make withdrawals.

In the following link you can find the complete terms of the page:

https://www.caliente.mx/mas/ayuda/terminos-y-condiciones/

Thanks for your understanding. We regret any inconvenience this may cause.

Greetings,

The Hot Team

-------------------------------------------------- -------------------------------------------------- -------------------------------------------

If you have any questions or concerns, feel free to contact Caliente's 24/7 online support team using any of the following methods:

Chat: Online Support - available from the Caliente lobby

Freephone (Mexico): 800 5 HOT

International phone: 01-800-5-22543683

Email: [email protected]

Ya le envié el email, con historial de apuestas, y lo que ellos me dijieron , se lo reenvio aqui de igual manera, garcias

Hola, 

mi cuenta ya estaba verificada pero el día 16 de julio me pidieron una INE notariada la envié y como en 10 dias me dicen que no puedo retirar mi dinero por desición administrativa, les adjunto historial de apuestas, gané en casino en vivo apuestas fuertes y no me quieren pagar ademas, ademas las respuestas que me dieron.

******* 19 de julio me piden ine notariada

Estimado YOSIRIS,

Por seguridad de su cuenta y para el procesamiento de sus retiros, requerimos que nos envíe información adicional. Por favor, acuda a la página de Caliente, al menú Verificación o al enlace https://www.caliente.mx/mas/ayuda/verificacion, y suba una fotografía tipo selfie donde nos muestre una copia notariada de su identificación oficial.

Esta fotografía podrá ser cargada en el botón de "Comprobante de domicilio" en la página de Verificación.

Enviar Documentos

Una vez que haya cargado estos documentos al portal, por favor notifíquenoslo por este medio. Usted recibirá un correo informándole si necesitamos que nos envíe algo más o si todo ha sido aprobado.

Agradecemos su colaboración.

Departamento de Atención al Cliente

Caliente.MX

-----------------------------------------------------------------------------------------------------------------------------------------------

Si tiene alguna duda o consulta, no dude en contactar con el equipo de soporte en línea de Caliente disponible las 24 horas del día, los 7 días de la semana mediante cualquiera de los siguientes métodos:

Chat: Soporte en Línea - disponible desde el lobby de Caliente

Teléfono Gratuito (México): 800 5 CALIENTE

Teléfono internacional: 01-800-5-22543683

Correo Electrónico: [email protected]

********** el 21 de Julio envio INE notariada

Hola

ya envie la INE notariada, gracias

******* el 28 de julio me contestan que no puedo hacer retiros

Estimado(a) YOSIRIS,

Gracias por elegir Caliente

Te escribimos con relación a tu cuenta para notificarte que lamentablemente esta no pasó una revisión de rutina, en la que se encontró que no se cumplieron los términos de la página. Por ello, la cuenta no ha podido ser verificada. Desafortunadamente, no podrás obtener bonos en la cuenta, así como tampoco realizar retiros.  

En el siguiente enlace podrás encontrar los términos completos de la página: 

https://www.caliente.mx/mas/ayuda/terminos-y-condiciones/  

Gracias por tu comprensión. Lamentamos cualquier inconveniente que esto pudiera ocasionar.  

Saludos,

El Equipo de Caliente

-----------------------------------------------------------------------------------------------------------------------------------------------

Si tiene alguna duda o consulta, no dude en contactar con el equipo de soporte en línea de Caliente disponible las 24 horas del día, los 7 días de la semana mediante cualquiera de los siguientes métodos:

Chat: Soporte en Línea - disponible desde el lobby de Caliente

Teléfono Gratuito (México): 800 5 CALIENTE

Teléfono internacional:    01-800-5-22543683

Correo Electrónico:       [email protected]

Thank you very much, yosiris1985, for your cooperation. I will now transfer your complaint to my colleague Tomas ([email protected]) 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.  

Hi yosiris1985,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Caliente Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

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.

Hello, they didn't answer, I have continued playing in the casino, I have a balance of $183,000, I think that money has already been lost, there is nothing to do.

I hope that Caliente.mx casino will drop many points, it does not pay, people do not know how to file a complaint here, but there are many on Facebook in a large group of 90,000 people

Thanks for the help, cheers!

Hola, no contestaron, he seguido jugando en el casino , tengo saldo de $183,000, creo que ya se perdió ese dinero , no hay nada que hacer.

Espero le bajen muchos puntos a ese casino Caliente.mx no paga las personas no saben como poner una queja aqui, pero hay muchas en facebook en un grupo grande de 90 mil personas

Gracias por la ayuda, saludos!

Hello Casino Gugu team,

The player account and games history checked and funds were credited to player's account successfully.

best regards.

Thank you for the information, Caliente Casino.

Dear yosiris1985,

Can you please confirm that this is correct? Have you already requested a withdrawal?

Kind regards,

Tomas

Hello Tomas

If the refunds have already arrived

Thank you very much for the help to all the Guru casino team

Greetings.

Hola Tomas

Si ya me llegaron los reintegros

Mcuhas gracias por la ayuda a todo el equipo de casino Gurú

Saludos.

Dear yosiris1985,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas