Caliente Casino - Player believes that their withdrawal has been delayed.

The Casino asks for exaggerated documentation to verify your identity. It seems to me that they are trying to complicate the withdrawal process so as not to pay you your winnings. I explain my reasons

My problem arises because I am requesting a notarized identification and I consider it unnecessary to ask for such a document and it is not that I do not want to send it but I do not have such documentation and obtaining it would imply an expense for me

It is also very annoying that they come out with this until you want to collect your earnings since they do not publicly inform users that they will request such a document and they tell you until you request a withdrawal because they did not inform me when I registered or at the moment to play on the platform nor was I asked for such a requirement when I deposited money.

I already sent them all the documentation that they told me I needed

- identification

(INE on both sides)

- proof of address

(Siapa PDF)

- Validate Payment Method

(Screenshot because it is a Digital Card)

- Selfie with my ID

(I consider that the latter is enough to authenticate my identity)

It is also worth mentioning that my account is verified (attached email capture where they informed me that my account was successfully verified)

Dear Annis,

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

The problem is that before requesting a withdrawal they had told me that my account was already verified

Once my account is verified I request a withdrawal and now they come out with that they need me to take a selfie with a copy of my notarized identification and the truth is I do not have such a document but I suppose that obtaining it requires a cost.

I would like to know if they can refuse to pay me even when

I had already provided them with all the documentation and it is annoying for me as a user that they do not inform you of such a requirement from the beginning since on their page in the help section look for the requirements they ask for and they do not mention such a document

And I consider that they act in a deceptive way because they did not inform me of such a requirement until I requested to collect my winnings, for this reason it seems to me that it is a deception to the consumer

Thank you for your reply, Annis. Unfortunately, casinos often require additional verification, and asking for notarized documents isn't anything unusual.

Could you please advise which documents you have already provided?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you.

yes sure send

- INE

- Photo

(selfie with my ID)

- Proof of address

- Screenshot of my Card

(Because it is a Digital Card)

Thank you very much, Annis, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hello Annis,

I'm Michal and I have taken over your complaint. I have reviewed your case and I would like to put to your attention the fact that KYC as well as AML is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC or AML lightly.

As my colleague Kristina mentioned casinos often require additional verification, and asking for notarized documents isn't anything unusual.

I will contact the casino to see if I can help.

We would like to invite Caliente Casino to join the conversation.

Dear Caliente Casino,

As the player has provided quite a few documents is the notarized identification really so necessary? Will the notarized documents be finally sufficient to successfully finish the verification process and the player will then receive their winnings after submitting the withdrawal request?

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.

Hi, please contact the Customer support.

Dear Annis,

As we have been informed by the Caliente Casino team outside of this thread, it will be best if you get in touch with their customer support, they should be able to help you with your issue quickly.

Please let me know how it's going or if you would need any further assistance from us.

Dear Annis,

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.

Dear Annis,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal