Caliente Casino - Payment verification is causing delays with player's withdrawal.

They are asking for payment verification and photos of a card I no longer have, but which I had used for payment. I have already sent everything, yet they still refuse. They froze my 40007 pesos and refunded the 10 I deposited. They are asking for photos and documents I've already sent. It's been 24 days since the verification mark, and they are telling me to wait because it's a security process.

Hello edgardaut419,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Caliente Casino. Please allow me to ask you a few more question before we would move forward.

Could you please when was the last time you forwarded a document to them? Which documents have been already approved and which ones not? Can't you get a confirmation from your provider that the card is no longer active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Of course, if they asked me for photos of the card with the ending 0628, which was the last one I used and deposited the 10 thousand pesos to play on March 12, I first made withdrawals of 2,500 since I did not have a verified card for withdrawal and withdrew what I I had invested a little less. Afterwards they told me that the withdrawal was successful. I waited a few hours and they arrived. What I had to do? Payment verification. I sent a photo of the card, proof of the mobile banking where the purchase was made, my passport reader credential, proof of address and They told me that they didn't pass because they didn't look good, I sent everything again and what happened later was that they sent photos of 3 cards that I had linked, which were from payroll from previous jobs last year to which no charge was applied because they didn't have them. balance at that time and etc. which I did not already have access to, I searched my email gallery and found photos that I sent, they looked good and one could not see a corner, they rejected it, in the end I spoke on the phone and told them my situation. Of the cards and of the 4 that he asked me for, 2 passed verification, the other 2 were the same card from hey bank, which was credit and total debit, they told me to explain the reason why I did not have the card and they told me we will cancel it to continue your verification they returned 10 thousand pesos of the 40,007 pesos that I had now after almost a month they ask me again for a photo of my credential a selfie of the card with which I deposited the 10 thousand pesos the same with a selfie which was already verified with account statements photos and everything I talk they no longer answer me they accepted my receipt my 2 cards my passport my credential and I don't understand why they want to withhold a prize from me that I won legitimately playing online machines for a card that I no longer have I don't charge any charges and today they ask me again for photos of the same ones that they had accepted which frame they tell me the account is verified and in the app it appears in the verification process they no longer read my messages they leave me a call on hold and I don't see a response I have more than 50 Emails sent and answered and it's been almost a month since I won, the problem was that I had resigned myself to losing and had withdrawn less, then I continued playing, I raised it, I removed it and they told me that I couldn't withdraw, what will wait in desperation, I continued playing, I lowered it quite a bit and so on. Until I had 900 pesos left out of 20 thousand that I had and I won a cumulative sum I raised it to 50 thousand I lowered it to 40 and I retired better because I already knew that I wouldn't have to give myself more I hope you can help me since I sent photos of screm shots of la.app documents etc calls and I don't see that they want to pay me what I earn is 30007 pesos the card I put for the withdrawal is in my name and I tried to withdraw in oxxo and it won't let me today my account appears at 0 and I can't deposit even I withdraw and they froze my money I hope you can help me I don't ask for anything more than what is fair When I lose I don't say anything I accept but after playing a lot I deserved to win

Hello edgardaut419,

Would it be possible to forward the communication between you and the casino regarding the verification together with the documents forwarded to nikolas.b@casino.guru?

Dear edgardaut419,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.