Caliente Casino - The player struggles to verify his account.

They asked me for documentation of all my cards but I no longer have two of everything else I already sent them everything...

Of the cards that the bank cancels, it can no longer give me information and I do not have digital banking, they forcefully ask me for an account statement and well, I cannot obtain it for those reasons and the verification cannot be completed.

I hope they can help me since they are going to keep 23,800 pesos... I asked them to be able to collect them in a physical casino but because of the pandemic they cannot and the truth is that we are no longer in a pandemic, I hope they can help me. ..first of all, Thanks

Hello Adrianapatricia1326,

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?

What did the casino say when you told them that you no longer have those cards?

Looking forward to your answer.

Regards,

Nick

Thank you for responding, there are two cards that I no longer have and 2 that I already checked with documentation and apart from Oxxo pay deposit tickets, yesterday afternoon they told me that maybe it could be done, so if you like, we wait for a new answer hopefully what they told me is true, depending on the answer I will inform you if we continue with this complaint or if it would no longer be necessary, thank you very much for answering me, pending

Thank you in advance for addressing my complaint, informing you that in the end the casino accepted that I could not send you any of my canceled cards and they already accepted the verification and the 23,800 pesos were also deposited, so there is nothing to complain about. ... thanks for your advice and attention good night!!!!

Thank you Adrianapatricia1326 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick