Caliente Casino - プレイヤーの出金リクエストが遅れています。

Hello, I would like to present my case. At the beginning of October, I invested 4,000 pesos in Caliente's live casino. Over the course of a week, I gained profits totaling to 17,700 pesos. The casino requested my information, which I submitted promptly (my INE, proof of residence, and bank statements with transactions in Caliente's name). I verified my account on the same day I opened it (October 6th). On the 7th of the same month, they requested financial verification, and I sent the necessary documents on the same day. I did not receive a response until October 13th, when they asked me for more detailed screenshots of the transactions in my online bank account. Again, I sent them on the same day. On Monday, October 16th, they emailed me requesting notarized photos of my INE. Understanding that it was part of the process, I made a substantial investment in a notary public in my city, as I needed to retrieve my initial investment from the casino. I sent them four pictures on Wednesday, October 18th: one of each side of the document and two selfies holding each side of the document. Despite the casino's suggestion that verdicts would be given within five business days, I did not receive any response. It's been four weeks and over 15 business days, and they keep delaying by telling me that the relevant department has not responded. I have initiated multiple chats with support, made phone calls, sent numerous emails, only to get the same reply. They have labeled my case as "priority" and "urgent," but I've received no response. The time taken is extremely unreasonable and I can't even withdraw my initial investment that I made over a month ago. It's the end of the month and I still need my funds. They've locked up MY money along with the money I honestly won at their casino.

Hola, expongo mi caso, a inicios del mes de Octubre hice una inversión de 4mil pesos en el casino en vivo de Caliente, obtuve ganancias a lo largo de una semana por un total de $17,700 pesos, el casino solicito mi informacion que mande en tiempo y forma (INE, comprobante de domicilio, comprobantes bancarias del movimiento a nombre de caliente). La comprobación de mi cuenta lo hice el mismo día de la apertura de mi cuenta (6 de Octubre). El día 7 del mismo mes me solicitaron la comprobación financiera, ese mismo día mande los documentos. No recibí respuesta hasta el día 13 donde me solicitaron capturas mas detalladas del movimiento en mi banca en linea, nuevamente se las hice llegar el mismo día. El día lunes 16 por correo se me solicita fotos de mi INE notariada, entendi perfectamente que era un proceso que se tenia que hacer e hice la fuerte inversion en una notaria de la ciudad ya que necesitaba recuperar mi inversión del casino. Les hice llegar el día miercoles 18 de octubre 4 fotos, una de cada lado del documento y otras dos en tipo selfi mostrando cada lado del documento. No encontre respuesta despues de los 5 días hábiles que sugería el casino para darme el veredicto. Es a día de hoy 4 semanas despues y más de 15 días hábiles que me dan largas diciéndome que el departamento correspondiente no ha dado respuesta. He abierto muchas veces chat con soporte, marcado por telefono y mandado muchos correos y solo me responden lo mismo, segun ellos mi caso ya paso a "prioritario" y "urgente" pero no mas no encuentro respuesta. Se me hace una exageración el tiempo tomado y que a mas de un mes de haber cometido el error de entrar a su casino, no pueda ni si quiera retirar la inversion inicial que mucha falta me hizo a finales de mes y aun me sigue haciendo falta, tienen MI dinero trabado y el dinero que gane honestamente en su casino tambien.

Dear AnaP19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

No, they have not informed me of any problem with verifying my account, they just kept saying this for the 4 weeks:

"Following up on the review request that is pending, we inform you that at the moment we are still waiting for the response from our corresponding department."

I have already called by phone, opened a chat with their support and sent emails. They just tell me that and it's been 4 weeks.

No, no me han informado de ningún problema con la verificación de mi cuenta, simplemente se cierran a decir esto durante las 4 semanas:

"Dando seguimiento a la solicitud de revisión que se encuentra pendiente, te informamos que por el momento seguimos en espera de la respuesta de nuestro departamento correspondiente."

Ya he llamado por telefono, abierto chat con su soporte y mandado correos. Simplemente me dicen eso y ya van 4 semanas.

Thank you very much, AnaP19, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi AnaP19,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Caliente Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason why the player's account has not been verified yet and how much time will it take you to finish the review of the documents?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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.

Dear AnaP19,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia