The player from Mexico had experienced withdrawal issues with Caliente.mx casino. After struggling with the ID verification process, his account had been closed, allegedly due to self-exclusion. He claimed that the casino had instructed him to open a new account previously, and then accused him of having duplicate accounts. The casino had only allowed a withdrawal of 2000 out of 34700 pesos won. We had attempted to mediate the situation by asking for more information and reaching out to the casino. However, the casino did not respond to our inquiries. As a result, the complaint was classified as 'unresolved', which negatively impacted the casino's safety index.
Caliente Casino - Player's casino account closed with remaining winnings.
Black points: 491
Amount: Mex$34,700
Caliente Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
4 months ago
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5 months ago
Translation
Hello, good day, Caliente.mx casino, after one month of struggling with the verification of my account, they have stolen the amount of 32700 pesos from me (they have only approved a withdrawal of 2000 pesos). My account is currently closed due to an alleged self-exclusion, sometime ago I had another account but due to personal reasons I decided to close it temporarily but was not able to reopen it. I contacted support via phone call and they told me that in this case, I would have to open a new account which I did. Now they are saying that I have duplicate accounts even though they were the ones who instructed me to open another account. My account was closed with 34700 pesos which I won legally playing roulette and some other games. I just called and they said that an administrative decision was made to adjust my balance (in other words, they stole 32700 pesos from me).
Automatic translation:
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5 months ago
Hello AlexVargas,
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 since when is your account blocked? Is there any evidence of you being self-excluded in this casino or that the casino advised to create a new account? If yes, please forward it to nikolas.b@casino.guru. When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
I don't remember the exact date on which they restricted my access, however I have a video of the last roulette plays and a screenshot of some withdrawals (it is not the final amount), but the roulette spins I do have the final amount were 34600 pesos not 34700 as I had said. And I don't have the evidence about opening another account since it was through a call that they told me that, they told me that my account could not be reopened but since a lot of time had passed, I could open a new account, the last time I contacted them was through a call on November 24 of this year and they told me that there was a readjustment to my balance, giving me to understand that they were only going to deposit those 2000 pesos and that my case was about to conclude but clearly they want to cancel my profits which are legitimate.
Edited
Automatic translation:
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5 months ago
Hello AlexVargas,
If you account was really self-excluded, they are not allowed to pay out any winnings generated and can refund the deposit only. It works like that in every single casino as it to prevent further gambling addiction.
If you deposit was already refunded, there is nothing we can do as the casino acted according to their terms.
Is there anything else we could assist you with?
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5 months ago
Translation
Of course, but I never asked for that, it was something temporary from the sports section specifically and my winnings were in the online casino.
I already received an email and it has nothing to do with that topic, I attach it:
Thank you for choosing Caliente
We are writing to you regarding your account to notify you that unfortunately your documents have not passed the security filters of our system. Unfortunately, our system will not be able to grant you bonuses, as the winnings that were withdrawn from your balance cannot be returned, we regret any inconvenience this may cause.
We inform you that, as a security measure, the deposit made in your Caliente.mx account for $2,000.00 has been processed as a withdrawal, which has already been approved and is in transit. Withdrawals once approved, the bank may take up to 3 business days to reflect them in your bank account.
Please do not try to open a new account because it will be closed by our system.
In case of additional questions, we are available 24/7.
We appreciate your understanding and patience.
They told me that my winnings were obtained by bonus but at no time did I use bonuses to play, my winnings were merely from playing BlackJack online and the vast majority was from roulette plays.
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4 months ago
Hello AlexVargas,
Can you please provide all the conversations with the casino regarding this issue and forward it to nikolas.b@casino.guru?
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4 months ago
Translation
Sure, I will forward the emails to the email you sent me.
Automatic translation:
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4 months ago
Hello AlexVargas,
As it is still unclear whether you really have been excluded or not we will need more information from the casino. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Dear AlexVargas,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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4 months ago
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.
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4 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear AlexVargas,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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