The player from Mexico had a verified account and had sent photos of their card but faced ongoing delays in verifying their address proof, which had been going on for days. We had requested additional information from the player to investigate further but received no response. Consequently, the complaint was rejected due to the lack of communication from the player.
Caliente Casino - Player’s withdrawal is delayed due to verification.
Amount: Mex$4,000
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.
5.8
Caliente Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I already sent the photos of my card and my account is verified. I've been sending and resending photos of my address proof, and this has been going on for days now.
Automatic translation:
Public
Public
5 months ago
Hello josearmandovillela,
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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
