Caliente.mx doesn't want to pay me my money

Good afternoon, the Caliente.mx casino does not want to pay me, it has been 2 weeks since I sent my documentation to verify my account and yet they are refusing to pay me part of the money I deposited and something else that I won.

Hi! Well, I guess there is more to the story, like what did the casino say to you, any explanations given to clear out the questions? Have you passed the verification successfully?

Why would they refuse to pay out just a part, do you have any idea?

If you don't, please ask the casino and share it with us. I'm sure there must be some reason, so the most important question will be whether this reason is fair or not.🤔

I'll wait for your reply.

They sent me the following email, I contacted them again and they told me that within 24 to 48 hours they would tell me what would happen to my withdrawals. As soon as they send me the answer I will publish it right here. I hope the response is favorable.

Dear Karla Maria,

Thank you for choosing Caliente

We inform you that we have received a response regarding your request to review the user account. We are informed that by administrative decision, the withdrawal function in the account will be blocked indefinitely. If you request a withdrawal on future occasions, we ask you to make an account verification request.

Regarding the function to make deposits, it is enabled without any problem.

The aforementioned security filters are established by a specialized department that regulates the activity in user accounts, in case irregularities are found in them. Limits are established and verifications of personal data that only users have are requested, this if it is decided by the administration itself.

As set out in our terms and conditions. / Points 17 (Our rights). / Points 17.2, 17.3, 17.4

Please do not try to open a new account because it will be closed by our system. According to our terms and conditions, only one account per player is allowed to use.

Point 3 of our Terms and Conditions states that:

Only one account per person is allowed. We reserve the right to close duplicate accounts or any accounts suspected to be related and to void any bets placed on duplicate accounts or any accounts suspected to be related.

If you have questions, you can contact us through our available means:

Chat: Online Support - available from the Caliente lobby

Free Telephone (Mexico): 800 5 22543683

International telephone: 01-800-5-22543683

Email: [email protected]

We appreciate your understanding and collaboration.

! Thanks for playing on Caliente.mx!

Greetings,

The Hot Team

Oh, I see now. Thank you for the email!

If I'm not mistaken, your account needs to be verified first, and additionally, there is some assumption of breaching rules. Probably the one referred to as:

"Point 3 of our Terms and Conditions states that:

Only one account per person is allowed. We reserve the right to close duplicate accounts or any accounts suspected to be related and to void any bets placed on duplicate accounts or any accounts suspected to be related."

It seems your account struggles to pass the verification due to similarities with other account or accounts. For now, I'd say it would be best to wait for additional explanation.

Kind advise: Do not deposit until this situation is cleared out, please.

I'll be waiting for the next update.

Good evening, I am going through a very similar issue, I created my hot casino account, recharged it with a credit card and by good luck and after playing for hours I was able to triple my money, when I tried to withdraw it I couldn't and they told me that to make withdrawals I had to verify myself, which I agreed to and sent documents hours later both in the app and by email, they responded that everything had passed except proof of address, which I sent a couple of hours after this last email, but when I checked my casino account my money ($27,000) had gone to $0, when I wrote to them via chat their response was that due to administrative decisions they adjusted the balance to 0 and that I couldn't recover it, I answered why they did it if my documents are under review, their response was: Have you already sent your documents? To which I said yes and after taking me a while while they reviewed it to tell me they would respond by email, I wrote again later and they told me the same thing, I had to threaten to go to the competent authorities if they didn't return the money to me, in the end they told me that after verification they would inform me of the manner in which the money would be returned, all of the above was due to a verification issue, which is absurd since my documents are under review and arbitrarily upon seeing that I had money they decided that they would take it from me, they agreed to inform me tomorrow.

Aid!

I am sending you the first screenshots and the last of several conversations is when they tell me that after verification they will tell me, I want to remind you that my documents are in verification 1 of 5 documents was sent again which was the proof of address the others are already validated

Hello,

the problem is not very obvious to me, but if the verification is still active, I suggest we wait for the outcome first. Even if the casino somehow accidentally voided your account balance, I'd say you still need your account to be verified in order to proceed. At least I think so.

I would, however, like to know two things right now:

When did you submit the withdrawal request and at which casino, please? You said hot casino account, but the thread name is "Caliente.mx doesn't want to pay me my money". Help me with that, please.

Yes, it is with Caliente.Mx, I started the verification yesterday at noon and they responded the same day at approximately 7 p.m., to tell me to send another proof of address which I also sent and after that I logged into my account and saw that it was at 0, a few hours ago I received this email:

Which I understand that they will only return what I deposited, which is very unfair since I had won the rest of the money.

Hello, I really appreciate your support, I will take it into account, if the problem continues, they only want to return what I entered with my card but not the winnings which were 18,000 pesos + what I entered to make the bets on the roulette in total I had 27,000 pesos and now they only told me that they want to return the 9000 that I entered and not the rest, it is frustrating and painful because as I told you, if I got into betting, I took a risk and I won it is because I need it, I need that money, I appreciate your support.

Hello,

thank you for the updates. The screenshot tells us that you have not passed some kind of random check, very likely associated with the verification. Sadly, no further details.

Without further information, I'd say we have no chance to locate the concrete problem. On the other hand, in some situations, casinos just do not share details purposly.

If you want to investigate what has happened, our specialist may try this for you through a complaint process. Are you familiar with this feature? This link will help you 👈

Don't hesitate to ask me questions; I'll help you with that.

I am in the same situation, they already made me lose 2 weeks since I won the bet, now that they finally told me that my documents have been accepted in their files, my pending withdrawal appears at 0, were they able to solve this for you?

Hello everyone, after being notified that my account was verified (Identity) they told me that the payment methods still needed to be verified and that it would take a little longer, while I was pressing via chat until I asked them if after verification how they will return the money and they answered me after verification they will tell you how and from that comment I held on, finally I received the emails that the account was now verified in all aspects and I proceeded to send another message via chat to find out about the refund and their response was the same "that money can no longer be returned", after that I sent an email, they responded that they would upload the case again and that it would take 7 days to respond, (I attach the screenshots) and finally I don't know if from what I said in the email they responded that they would return it to me. I hope and help you with that.

These screenshots correspond to the confirmation of the verifications, the last email I sent and the final response.

final answer.

So according to the last answer you should have money in your player account, is that right or not? It says there should be no problem with the withdrawal. Could you tell me if you have the money or if the casino has taken it from you?

Ha ha ha

Hi, how long does it take to verify payment methods after you submit the documents?

The verification process is quick, sometimes in minutes; they confirm by email. In my case, it was special because they had taken my winnings even while the verification was in process, and they didn't want to return them. In the end, after so many emails, they returned my money. Since then, I haven't played; in total, I won.

No, they had simply taken my winnings unfairly, even though the verification was in process. Then they refused to return those winnings, so I told them that I had bet, played, and won, that what they were doing wasn't fair, and that I would complain to the authorities. After that, they sent me the email I put as "Final Response." After that, I withdrew the money to my account, and that was it; I won.