Caliente Casino - El jugador afirma que el pago se ha retrasado.

I played with the $1000 bonus they give you when you register. I correctly met the rollover requirements and had $1700 pesos available for withdrawal. I made a $200 peso deposit to be able to withdraw, played those $200, and was left with $1700. I made the withdrawal on July 9th and sent my documents for account verification. They accepted the verification but rejected the withdrawal, leaving me with only $200 pesos, which I played and lost. This is an unfair scam. I demand my $1700 pesos back. Here is proof of the rejected withdrawal and that they only left me with $200 pesos in the account.

Jugué con el bono de 1000 que da al registrarte cumplí correctamente el rollover que pide y tenía disponible para retirar $1700 pesos, realize el depósito de $200 pesos para poder retirar jugué esos $200 y me quedaron los $1700 realize el retiro el 09 de julio y mandé mis documentos para verificación de cuenta, me aceptaron la verificación pero me rechazaron el retiro y solo me dejaron $200 pesos el cual jugué y los perdí ,eso es una trampa injusto, exigo mis $1700 que me quitaron.aqui dejo pruebas del retiro rechazado y solo me dejaron $200 pesos en la cuenta

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Dear Yessil980,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My withdrawal was rejected, but my account was verified. Support never gave me a good reason why they did it. I verified my account, everything was fine, and I made my first deposit of $200. I played those $200 and then tried to withdraw $1700, but my withdrawal was rejected.

El retiro me lo rechazaron y la cuenta si me la verificaron, nunca me dieron un buen motivo por soporte el porque lo hicieron , verifiqué mi cuenta todo bien y hize mi primer depósito de $200 jugué esos $200 y quise retirar 1700 y me rechazaron el retiro.

Dear Yessil980,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I still haven't received anything; my 1700 withdrawal was cancelled.

Aún no recibo nada me cancelaron el retiro de 1700

Hello Yessil980,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Yessil980, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla M.

No, I haven't withdrawn anything; they wouldn't let me. I played with the $1000 registration bonus, completed the rollover correctly, and verified my account. After that, I made my first deposit of $200 MXN and withdrew $1700 MXN, but they canceled the withdrawal, even though my account was successfully verified. They didn't pay me.

No no e retirado , no me dejaron , jugué con el bono que dan de $1000 por registro complete el rollover Correctamente y verifiqué mi cuenta después de eso realize mi primer depósito de $200 mxn y retire $1700 mxn y me cancelaron el retiro y mi cuenta fue verificada exitosamente no me pagaron

Dear Yessil980,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Munya,( munya.s@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Yessil980

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Caliente Casino to join this discussion and provide their comments regarding the matter.

Dear Caliente Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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.

Yessil980

I was able to reach out to the casino via email, but they expressed some reservations about communicating through a third party. They have recommended that you contact them directly. Therefore, I kindly ask you to get in touch with the casino and keep me informed about the outcome of your conversation with them. You can reach them at the following email address: soporte.casino@caliente.mx