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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

Me pidieron documentación de todas mis tarjetas pero dos ya no las tengo de todo lo demás ya les envié todo ...

De las tarjetas que cancele el banco ya no me puede dar información y no tengo banca digital ellos me solicitan forzoso un estado de cuenta y pues no lo puedo conseguir por esos motivos y no se puede concluir la verificación

Ojalá me puedan ayudar ya que pues 23800 pesos ellos se los van a quedar ...les solicite poder cobrarlos en un casino en físico pero que por pandemia no se pueden y pues la verdad es que ya no estamos en pandemia ojalá me puedan ayudar...de antemano gracias

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

Gracias por responder son dos tarjetas las que ya no tengo y 2 que ya les comprobé con documentación y aparte tickets de depósito de Oxxo pay, el día de ayer por la tarde noche me comentaron que quizá si se podría entonces si gusta esperamos una nueva respuesta del casino ojalá sea cierto lo que me dijeron, dependiendo la respuesta les informo si seguimos adelante con esta queja o si ya no sería necesario,muchas gracias por contestarme,pendientes

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!!!!

Gracias de antemano por atender mi queja ,informarles que al final el casino acepto que no les podía enviar nada de mis tarjetas canceladas y aceptaron ya la verificación y también me fueron depositados los 23800 pesos ,siendo asi ya no hay nada de lo que quejarse .... gracias por su asesoría y atención buenas noches!!!!

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