The player from Mexico has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. We marked the complaint as resolved after the casino returned the player's balance, which was confirmed by the player.
Caliente Casino - Player’s withdrawal has been delayed.
Amount: Mex$111,947
Caliente Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.9
Caliente Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
-I opened my casino account on April 18, 2023
-I verified the account on May 3
-On July 19, they asked me for more documents to verify the account (at that time my balance was around $30,000 pesos, and I won more than 80,000 pesos in the live casino. Support didn't respond until July 28, and they told me they are not going to pay me due to their terms and conditions. I am enclosing the history of my account so you can see that I won in the live casino and they don't want to pay me, I made strong bets.
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1 year ago
Dear yosiris1985,
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
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1 year ago
Translation
Hello Kristina, support answered me that they were no longer going to pay me that money due to an administrative decision but I won legally, and the worst thing is that I still got money to deposit and I am in debt I have been playing and losing I only have $101,800
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1 year ago
Thank you for your reply, yosiris1985. Do I understand correctly that the casino confiscated your winnings without further explanation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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1 year ago
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I already sent you the email, with betting history, and what they told me, I'll forward it here in the same way, thanks
Hello,
My account was already verified but on July 16 they asked me for a notarized INE I sent it and in 10 days they tell me that I cannot withdraw my money due to an administrative decision, I am attaching my betting history, I won strong bets in live casino and I did not They also want to pay me, in addition to the answers they gave me.
******* July 19 they ask me to be notarized
Dear YOSIRIS,
For the security of your account and for the processing of your withdrawals, we require that you send us additional information. Please go to the Caliente page, the Verification menu or the link https://www.caliente.mx/mas/ayuda/verificacion , and upload a selfie-type photograph showing us a notarized copy of your official identification.
This photograph can be uploaded to the "Proof of address" button on the Verification page.
Once you have uploaded these documents to the portal, please notify us by this means. You will receive an email informing you if we need you to send us anything else or if everything has been approved.
We appreciate your collaboration.
Customer service department
Caliente.MX
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If you have any questions or concerns, feel free to contact Caliente's 24/7 online support team using any of the following methods:
Chat: Online Support - available from the Caliente lobby
Freephone (Mexico): 800 5 HOT
International phone: 01-800-5-22543683
Email: soporte@caliente.mx
************ on July 21 sent notarized INE
Hello
I already sent the notarized INE, thanks
******* on July 28 they answer me that I cannot make withdrawals
Dear YOSIRIS,
Thank you for choosing Caliente
We are writing to you regarding your account to notify you that unfortunately your account did not pass a routine review, which found that the terms of the page were not met. Therefore, the account could not be verified. Unfortunately, you will not be able to get bonuses on the account, as well as make withdrawals.
In the following link you can find the complete terms of the page:
https://www.caliente.mx/mas/ayuda/terminos-y-condiciones/
Thanks for your understanding. We regret any inconvenience this may cause.
Greetings,
The Hot Team
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If you have any questions or concerns, feel free to contact Caliente's 24/7 online support team using any of the following methods:
Chat: Online Support - available from the Caliente lobby
Freephone (Mexico): 800 5 HOT
International phone: 01-800-5-22543683
Email: soporte@caliente.mx
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1 year ago
Thank you very much, yosiris1985, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.
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1 year ago
Hi yosiris1985,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Caliente Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
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1 year 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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1 year ago
Translation
Hello, they didn't answer, I have continued playing in the casino, I have a balance of $183,000, I think that money has already been lost, there is nothing to do.
I hope that Caliente.mx casino will drop many points, it does not pay, people do not know how to file a complaint here, but there are many on Facebook in a large group of 90,000 people
Thanks for the help, cheers!
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1 year ago
Hello Casino Gugu team,
The player account and games history checked and funds were credited to player's account successfully.
best regards.
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1 year ago
Thank you for the information, Caliente Casino.
Dear yosiris1985,
Can you please confirm that this is correct? Have you already requested a withdrawal?
Kind regards,
Tomas
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1 year ago
Translation
Hello Tomas
If the refunds have already arrived
Thank you very much for the help to all the Guru casino team
Greetings.
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1 year ago
Dear yosiris1985,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
