Caliente Casino - Player’s account has been blocked and support unresponsive.

I was denied membership to the VIP club, presumably to avoid giving compensation.

I mistakenly sent an email and my account was blocked. I've been trying to reactivate it for a month, but the support team always sends the same email and doesn't activate my account.

Not to mention the service is poor and sporadic, and days can go by without receiving a response.

Hello Damian296,

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 advise if your account is already verified and if yes, since when exactly? Since when are you unable to claim bonuses? When was the last time you spoke to the casino and what was it about?

Please note that bonuses are a good will of the casino and they may refuse to give them out at any time to any players.

Looking forward to your answer.

Regards,

Nick

I already received the response and the unlocking of my account

I verify my accounts immediately and open them

Only now I present the following

My transfer code is blocked and the refusal to the VIP club is still present

Hello Damian296,

As stated previously, bonuses are a good-will of the casino and they may refuse to give them out to any player without any reason given - this includes any VIP systems as well. If you are not satisfied with the current situation with them, I can only recommend to chose a different casino as nobody can force them to give out bonuses to anyone.

Is there anything else we could assist you with?

Particularly and to close the complaint

1.- my deposit code does not work and I already reported it

2.- I have noticed that my game is affected because my account is disconnected from the casino, and I have to start again, I have requested game histories and I have not received them

3- file some duplicate charges in my bank account in the name of the institution

I would like you to help me address these 3 situations and thank you very much

Hello Damian296,

Would it be possible to forward your deposit history from your payment provider and casino account along with your betting history (if possible) to nikolas.b@casino.guru?

Yes, I collect the evidence and send it

Regarding my bank account, my bank has already solved it, only now I cannot make any deposits to the casino.

Maybe it's a good time to stop being part of it, but at least I would like to know why it happened.

Hello Damian296,

As the deposit issue was resolved and we have not received any evidence from you so far, I would like to ask if we can help you with anything else as otherwise the complaint will be closed.

Dear Damian296,

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.

The casino already fixed the issue of not being able to deposit, now what is happening to me is that they are charging me a chargeback of 1000 pesos for a movement that I did not make

Dear Damian296,

Based on the communication with the casino, your bank refused the deposit or you requested for a charge-back of on of your deposits made into the casino. This way, the casino added the balance to your account but the money never arrived to them. You either have to contact your bank to allow the payment or deposit again (as the first one was refused).

Dear Damian296,

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.