Caliente Casino - Player’s account compromised and losses incurred.

Good day, an unauthorized individual accessed my account at Caliente Casino. I was playing a game, and I left, leaving a balance of 322 pesos. Two hours later, around 1 in the morning, I logged back into my account to find my balance had inexplicably increased to 10,000 pesos. Surprised by this windfall, I withdrew 6,000 pesos. After making the withdrawal, I logged out and back in seconds later, only to find my balance had again changed, this time displaying 7,000 pesos. I decided to withdraw another 4,000 pesos. However, soon after, I was locked out of my account, and my password had been changed. The following day, I contacted Caliente Casino customer service and explained my situation, that an unauthorized person had interfered with my account and changed my password. They repeatedly tried to send me a password reset link, but I never received it. The customer service asked for my identification, proof of residence, bank statement, and unrecognized account activity list. But of course, since I couldn’t access my Caliente account, I could only provide my bank account statement. I sent them also the information on my credit cards when they requested. They found out, based on the information I sent, that an additional debit card had been fraudulently associated with my account. I am puzzled as to how an unauthorized person got access to my account and changed my details. The unauthorized activities cost me about 4,800 pesos at Caliente Casino. For over a week now, I haven't heard anything about the ongoing investigation or received any calls from their end. Each time I call, I have to explain all over again and resend my documents. This debacle also happened at Winners Mex online Casino, but there the losses were much larger and amounted to over 10,000 pesos. I had a substantial amount in my bank account since I had recently won a significant sum at Caliente Casino… I seriously need help. I am out of money now and have nothing left to provide for my family… I have been robbed.

Dear amandadd81,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Caliente Casino.

• Could you please forward the player's history and the authorization journal (logs showing from which IP addresses players are accessing their accounts) to tomas@casino.guru? Thank you very much in advance.

I apologize, but if your login has been compromised, there is limited action that we can take. Regrettably, cyber crimes are becoming increasingly common, and our best advice to all players is to exercise additional caution regarding suspicious emails and safeguarding their login details.

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear amandadd81,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.