The player from Mexico is dissatisfied with the verification process. We rejected the complaint because the player didn't respond to our messages and questions.
Caliente Casino - Player’s struggling to complete KYC verification.
Amount: Mex$11,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
WHEN WANTING TO WITHDRAW MY MONEY INSIST, THEY SAY THAT MY ID IS NOT VALID BECAUSE IT IS OF LOW QUALITY AND I MUST SEND IT IN COLOR ... AS A CLARIFICATION I MUST SAY THAT IT IS ALREADY IN COLOR, WITH A HIGH QUALITY RESOLUTION, EVEN THEY SEE EVEN THE SMALLEST DETAILS ... IN ADDITION TO THIS YOU ARE REQUESTING A HUGE LIST OF DOCUMENTS INCLUDING PHOTOS OF MY CREDIT CARDS WITH THE "SECURITY CODES" AMONG MANY OTHERS .... IT IS CLEAR THAT YOU ARE NOT INTERESTED IN MAKING ANY PAYMENT, SO MUCH THE ACCOUNT CREDIT AND INE I SEND ARE IN PERFECT ORDER AND ALL MY DATA IS CHECKABLE, I WILL NOT SEND PICTURES OF MY CARDS WITH YOUR SECURITY CODES, THIS IS AGAINST MY RIGHTS AS A CONSUMER AND I WILL FILE COMPLAINTS WITH YOU
Automatic translation:
Public
Public
4 years ago
Dear Nora,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
