Caliente Casino - The player's winnings were voided.

GOOD DAY I WON THE WELCOME BONUS THAT THIS CASINO GIVES, I COMPLIED WITH ALL THE TERMS AND CONDITIONS AS WELL AS THE RULES, I DEPOSITED 200 AND MADE THE WITHDRAWAL OF 2000 AND IT WAS REJECTED (I HAVE PROOF), I ASKED FOR IT AGAIN AND INSTEAD OF GIVING ME THE 2000 THAT I HAD WITHDRAWN AND WON ONLY GAVE ME 200, AND THE 2000 WAS NEVER DEPOSITED TO MY BANK ACCOUNT THAT IS WHY I COME TO ASK FOR YOUR HELP TO SEE IF YOU CAN SOLVE MY PROBLEM.

Hello viri104,

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? Is it possible to forward the betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about? Did they specify the reason of the block.

Looking forward to your answer.

Regards,

Nick

Good morning, my account is already verified, it was already verified since before I won.

I don't know where to get it from the history, but I'm going to investigate, I'll send you all the evidence I have if you mail.

The last time I spoke was yesterday and it was about my withdrawal of 2,000 and this is what they told me:

Dear Viridiana Aguilar

Thank you for contacting the Caliente.MX Customer Service Team

We inform you that due to an administrative decision, the earnings in your account have been cancelled, the amount of $1800.25 MXN has been withheld.

This is because your account did not pass routine monitoring. It happens that all accounts go through random monitoring processes, to maintain the quality and integrity of our service.

Your account will remain with deposit and withdrawal restrictions.

Please do not try to open a new account because it will be closed by our system. We inform you that our department in charge continues to review your situation, we have already received your documents and they have completed the verification of your account.

Thank you viri104 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi viri104,

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.

Can you please provide any reasons why the player's winnings have been cancelled?

Thank you.

Best regards,

Tomas

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.

Ok, I'll continue to wait for the casino's response.

Hi viri104,

I'm trying to get in touch with the casino's representative, and it seems we are in a good way.

I'm now extending the timer by 7 days, and I will keep you updated on any developments.

Thank you.

Kind regards,

Tomas

hello, good day, thank you very much for all the support from the casino guru team, I'm still waiting for any answer, thank you

Dear viri104,

Unfortunately, I had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them.

The Mexican Gaming Authority has more options and tools to help players.

Please let me know how they responded (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas