Caliente Casino - Las ganancias del jugador fueron confiscadas.

Hello, how are you? I don't know if you can help me or not, but with this review I hope to save users who are thinking of playing at this fraudulent casino since on February 7, 2025 I deposited 3 thousand pesos in 3 deposits of a thousand each and another 200 per spei I play for hours and luckily I won the amount of 8147 and I want to withdraw, which to my surprise they blocked my withdrawals but the account was already validated I ask in the chat and they tell me that it is a random verification process and that as soon as it is finished I can withdraw and that is what I say, well, how bad they also ask me for photos of my used card and account statement I send them a screenshot of the bank where they see the movements to their casino and a photo of the card I used they tell me that they receive them satisfactorily and my account is reactivated I enter, surprise there was nothing in my account not a peso to which they respond that they will make a refund for the amount of 3 thousand pesos to my used card and I tell them it is fine but my rest where is the other 5 thousand assuming that they would send the 3 thousand to my bank account in 30 days, my earnings disappeared and it tells me to review the terms and conditions, section 9.2, which I go to and review and leave here as proof since it tries to cancel or invalidate bonus or promotion money at any time and without giving an explanation, but what the hell does it have to do with me if mine were always deposits with a debit card and other spei. I mean, whether you win or lose, what's the point if the most we can aspire to is 100 percent of your deposits and everything else is taken from you without a word and without even knowing what to tell you about it other than that you can now withdraw, use your account again and deposit to ups, we will take away 8147 that was in your profits account but we will return 3000 of your deposits in 30 business days and if it were a joke, you can now deposit again to your account and withdraw, I have never felt so robbed in such a blatant way as this time by caliente.mx

hola que tal, no se si me ayuden o no pero igual con esta reseña espero a salvar a usuarios que piensen jugar en este casino fraudalento ya que el 7 de febrero del 2025 deposite 3 mil pesos en 3 depositos de mil cada uno y otro mas de 200 por spei juego horas y por suerte gane la cantidad 8147 y quiero retirar cual mi sorpresa bloqueados mis retiros pero ya estaba valiada la cuenta pregunto en ele chat y me dicen que es un proceso de verificacion aleatorio y que en cuanto termine podre retirar y eso digo pues que mal me solicitan tambien fotos de mi tarjeta usada y estado de cuenta yo les mando caputura de la banca donde ese aprecian los movimiento hacia su casino y foto de la tarjeta que use me dicen q los reciben satisfactoriamente y mi cuenta esta reactivada entro y o sorpresa no habia nada en mi cuenta ni un peso a lo que ellos responden que me realizaran un reembolso por la cantidad de 3mil pesos a mi tarjeta utilizada y les digo esta bien pero mi resto que donde esta los otros 5mil suponiendo que mandaran en 30 dias los 3 mil a mu cuenta de banco mis ganancias desaparecieron y me dice que revise terminos y condiciones apartado 9.2 al cual voy y reviso y mismo dejo aqui como prueba ya que trata de cancelar o invalidar dinero de bono o promocion en cualquier momento y sin dar explicacion pero que diablos tiene que ver conmigo si lo mio siempre fueron depositos con tarjeta de debito y otro spei. osea que ganes o pierda que sentido tiene si lo mas que podemos aspirar es 100 porciento de tus depositos y todo lo demas te lo qiutan sin decir agua va y sin siqiuera saber que decirte al respecto mas que ya puedes retirar usar tu cuenta de nuevo y depositar a ups te quitamos 8147 que estaban en tu cuenta de ganancias pero te devolveremos 3000 de tus depositos en 30 dias habiles y por si fuera burla ya pupedes depositar de nuevo a tu cuenta y retira nunca me senti tan robado de una forma tan descarada como esta vez por caliente.mx

Dear natividadelcarmen2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do you currently have access to your casino account?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Hi Kristina, thank you for your interest and of course I will be happy to answer your questions.

1.- I focused on the various slot games, I played the one that caught my attention and one or another live blackjack game but not much, a tentative 85% 15% ratio. (It should be noted that at no time did I benefit from any promotion, bonus or gift balance, you can see that in the bonus history I do not have a single one, all the time it was my capital that was played and for that very reason it seems abused to me that they took my winnings. And I think that rollover would not be the case either since I played several times the total of my deposits since I reached silver level in their VIP ranking and therefore I deduce that I played well above a rollover if that were the case.

2.- Until yesterday afternoon, that was the case. I have not tried to log in since then and I would like to think that it remains that way.

3.-Hey, I think I accidentally answered it in the parenthesis of question 1.

Hola Kristina, gracias por tu interes y porsupuesto te respondo las preguntas con gusto.

1.- Me centre en los juegos slot variados el que me iba llamando la atencion lo jugaba y uno que otro juego de black jack en vivo pero poco una relacion de 85% 15% tentativamente. (cabe aclarar que en ningun momento me vi veneficiada por alguna promocion, bono o saldo de regalo se puede apreciar que en historial de bonos no tengo ni uno solo todo el tiempo fue mi capital el que se jugaba y por eso mismo se me hace abuso que tomaran mis ganancias. Y por rollover creo q tampoco seria caso ya que jugue varias veces el total de mis depositos ya que llegue a nivel plata en su ranking de VIP y por ello dedusco que jugue muy por encima de un rollover si es que fuera el caso.

2.- Hasta ayer en la tarde, asi era no he probrado ingresar desde entonces y quiero pensar que sigue asi.

3.-Ho, creo que sin querer lo conteste en el parentesis de la pregunta 1.

I also have the evidence that does not let me lie, in the email they tell me that I successfully completed their internal random monitoring or I don't know what hahaha

Here I can enter but in a limited way

They tell me that in section 9.2 I will find the why and how this happened with my account

Here is section 9.2 which refers to your cancellation of promotional or bonus funds at any time without giving any explanation because that's how things are there

But here it can be seen that I never had an active bonus. What does section 9.2 have to do with me, which they point out to me in support as the only answer to my question about where my funds are?

I really don't like problems or showing off anyone, but it made me so angry and I felt so helpless that that's exactly why I do it so that out of nowhere and with complete impunity they don't continue doing it to all the Mexicans who deposit with an illusion and hope of obtaining profits by risking our capital and when it finally happens they tell you give me my marbles, my mother said I'm not playing anymore, well no, it's not fair.

igual cuento con las pruebas que no me dejan mentir, en el correo me dicen que conclui con exito su monitoreo aleatorio interno o no se que cosa jajja

aqui si puedo entrar pero de modo limitado

me dicen que en el apartado 9.2 encontrare el porque y como fue que sucedio esto con mi cuenta

aqui esta el apartado 9.2 que hace referencia a su cancelacion de fondos promo o bonificacion en cualquier momento sin dar explicacion alguna porque asi son las cosas ahi

pero aqui se aprecia jamas tuve un bono activo que tiene que ver conmigo el apartado 9.2 que me señalan en soporte como unica respuesta a mi pregunta de donde estan mis fondos??

de verdad no me gustan los problemas ni andar exhibiendo a nadie pero me dio tanto coraje y senti tanta impotencia que justo por eso mismo lo hago para que no de la nada y con toda impunidad se lo sigan haciendo a todos los mexicanos que depositamos con una ilusion y esperanza de obtener ganancias al arriesgar nuestro capital y cuando por fin pasa te dicen dame mis canicas dijo mi mama que ya no juego pues no, no es justo

Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Very well, thank you very much and so far there has been no communication from the casino at all, but if it happens I will definitely notify you.

muy bien muchas gracias y pues hasta el momento no ha habido comunicacion por parte del casino en lo absoluto, pero si llega a pasar seguro que les notificare.

Thank you very much, natividadelcarmen2, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much Kristina, I appreciate your attention and your good wishes. Let's hope so. Best regards!

Muchas gracias Kristina, te agradezco tu atención y tus buenos deseos. Esperemos que así sea. Saludos!

And what always happened? Nothing?

Y siempre que paso? Nada??

Hello, natividadelcarmen2,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Caliente Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Has the casino already refunded his deposit(s)? If not, what is the estimated time frame for processing a refund of his deposit(s)?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

??? They don't even deign to answer how unprofessional

??? Ni siquiera se dignan a contestar que poco profesionales

And what happens?

Y que procede??

Greetings,

Dear natividadelcarmen2,

I am sorry for the delay.

I got some new contacts, so I am trying to contact the casino manually outside the thread, in all possible ways. Therefore, I am extending the timer once again for the casino.

However, if no one from the casino gets back to me or provides me with the relevant information/details regarding the matter until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

I sincerely believe someone from the Caliente Casino Team will contact me back soon.

Thank you for your patience and understanding.

Thanks to you Branislav for your help, I really appreciate it.

Gracias ati Branislav por tu ayuda t lo agradezco mucho de verdad

Hello, natividadelcarmen2,

I am sorry for the delay. I have an additional question for you.

Is it possible that in the past, you made any chargeback from this (Caliente) or any other online casino?

Thank you.

No, in fact, I don't usually play much in online casinos and it was the first time I played hot.

No de echo no suelo jugar mucho en casino en linea y era la primera vez que jugaba en caliente

Greetings all,

Thank you, natividadelcarmen2, for your response and the additional information.

Since I have not received any response from the Caliente Casino Team to my last email sent a week ago and for some unknown reason, they do not reply here, in the thread, I will ping them via email once again and repeat my request/questions about further details and supporting evidence confirming their claims.

Now, I am setting the timer for the casino to keep track of the processing time, waiting for their email and additional information.

I will inform you as soon as I have something relevant.

Thank you for your patience and understanding.

The extended time has already ended for the millionth time and they never answered. What a lack of professional ethics and what a shame that such a charlatan is Mexican.

People, I invite you to save yourself a few pesos and, more than anything, a bad time and a lot of anger and opt for a real casino and not this scam called CALIENTE.MX

Ya termino el tiempo extendido por millonesima vez y nunca contestaron que falta de ética profesional y que vergüenza que esa charlatanería sea Mexicano.

Gente les invito a que se ahorren unos pesos y más que nada un mal rato y muchos corajes y opten por un casino de verdad y no por esta estafa llamada CALIENTE.MX

Hello,

I am extending the timer for the casino again.

There was a little misunderstanding during our external communication, so I replied to the casino's email and explained the situation.

Currently, I am waiting for their response, provided them with 7 days to respond.

Thank you for your patience and understanding.

Dear natividadelcarmen2,

I am sorry for the delay.

The casino does not reply to the thread directly for some unknown reason. However, I would like to inform you that there is still ongoing communication between me and the casino, where I am waiting for further details I requested, and the information about what I can share with you.

I am resetting the timer for the casino. I will inform you as soon as I have something relevant.

Thank you for your patience and understanding.

Greetings,

Only an update - I am extending the timer for the casino, maybe for the last time.

The casino has not answered my last email, and so I do not have the necessary details/evidence I requested to review the situation and circumstances.

I wrote to them again, reminding the open case, and informed the casino representative that the current timer will be the last one if no one from the casino contacts me back or provides the requested within the set period. If nothing changes until the current timer expires, the complaint will be closed as unresolved.

Thank you for your infinite patience and understanding, natividadelcarmen2.

Dear natividadelcarmen2,

Since we have not received any further response from the casino regarding the issue, and they have stopped responding completely quite a long time ago, unfortunately, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

However, there is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Gobierno de México) and submit a complaint directly to the regulator.

You can find more about their complaint process HERE, and you can also try to use the email contacts available HERE. In addition, I recommend checking our article with general information and instructions for processes regarding complaints submitted to regulators HERE. Unfortunately, I cannot provide more due to my location, because the regulator's website does not work properly for me.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime by a reopening request or by contacting me via email. However, we will need more details/supporting evidence that I requested from the casino in my last emails addressed to the people in charge.

Best regards,

Branislav, Casino.Guru