Caliente Casino - Виграш гравця було конфісковано після перевірки рахунку.

Hello, on August 1st, I played live casino games and won. Afterwards, I switched to slots and won a jackpot. I requested a withdrawal to my account, but I never received anything. I didn't receive an email or any notification. When I checked my account and inquired, they told me that they had reviewed the account and that my winnings were canceled. Attached is the proof showing that my winnings were stolen. They only returned my $3000 deposit and eliminated all other winnings.

Hola, el día 1 de agosto jugué en casino en vivo y gané después me fui a slots y gané un acumulado y envié el reintegro a mi cuenta pero nunca recibí nada, nunca me lelgó un correo electronico ni nada , hasta que entré a la cuenta y pregunté y me dicen que revisaron la cuenta y que la ganancias fueron canceladas, aqui envío la prueba de que me robaron las ganancias que tenía solo me regresaron un deposito que hice de $3000 y las demás ganancias las eliminaron.

Dear ELRATON50,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you accumulated your winnings with or without an active bonus?

Could you please send me the email from the casino you received after your winnings were confiscated at veronika.l@casino.guru? Please include all the other communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case.

Have you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Have you accumulated your winnings with or without an active bonus?

If active bonus

Could you please send me the email from the casino that you received after your winnings were confiscated? veronika.l@casino.guru Include all other communications between you and the casino's customer support, as well as any other evidence that may be relevant to the investigation of your case.

They did not send any email until today after complaining via chat

We are writing to you regarding your account to notify you that it has been restricted for an indefinite period of time from withdrawals, due to an administrative decision. Unfortunately, there is no estimated timeframe for this type of review.

Please do not try to open a new account as it will be closed by our system. Please be advised that our responsible department is still reviewing your situation, we have already received your documents and they have completed the verification of your account.

Have you passed the full KYC verification?

Yeah

Have you made any successful withdrawals from this casino before?

If one of $600

¿Has acumulado tus ganancias con o sin bono activo?

Si bono activo

¿Podrías enviarme el correo electrónico del casino que recibiste después de que tus ganancias fueron confiscadas? veronika.l@casino.guru Incluya todas las demás comunicaciones entre usted y el servicio de atención al cliente del casino, así como cualquier otra prueba que pueda ser relevante para la investigación de su caso.

No enviaron ningun correo hasta hoy despues de reclamar por chat

Te escribimos con relación a tu cuenta para notificarte que esta ha sido restringida por tiempo indefinido de retiros, esto por decisión administrativa. Desafortunadamente, no hay un plazo o tiempo estimado para este tipo de revisiones.

Por favor, no intentes abrir una cuenta nueva porque esta será cerrada por nuestro sistema. Te informamos que nuestro departamento encargado continúa revisando tu situación, ya hemos recibido tus documentos y estos han completado la verificación de tu cuenta. 

¿Has pasado la verificación KYC completa?

Si

¿Has realizado algún retiro exitoso de este casino anteriormente?

Si uno de $600

Thank you very much, ELRATON50, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello ELRATON50,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Caliente Casino to join the conversation.

Dear Caliente Casino,

Can you please clarify why was the player's account closed and the winnigs confiscated? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

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 ELRATON50,

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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru