Caliente.mx não quer me pagar meu dinheiro

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.

Buenas tardes, el casino Caliente.mx no me quiere pagar, llevo 2 semanas desde que mandé mi documentaci´ón para la verificación de mi cuenta y aún así se están negando a pagarme parte de dinero que deposité y algo más que gané.

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: soporte@caliente.mx

We appreciate your understanding and collaboration.

! Thanks for playing on Caliente.mx!

Greetings,

The Hot Team

Me enviaron el siguiente correo, me volví a comunicar con ellos y me dijeron que en un plazo de 24 a 48hrs me dirían que pasará con mis retiros. en cuanto me manden la respuesta lo publicaré aquí mismo. Espero la respuesta sea favorable.

Estimado(a) Karla maria,

Gracias por elegir Caliente

Te informamos que hemos recibido una respuesta respecto a tu solicitud de revisión de la cuenta con usuario . Se nos indica que por decisión administrativa, la función de retiros en la cuenta quedará bloqueado indefinidamente. En caso de solicitar un retiro en futuras ocasiones, te pedimos realizar una solicitud de comprobación de cuenta.

Con respecto a la función para efectuar depósitos, está se encuentra habilitada sin inconveniente alguno.

Los filtros de seguridad mencionados los establece un departamento especializado que regula la actividad en las cuentas de los usuarios, en caso de encontrar irregularidades en las mismas. Se establecen límites y se piden verificaciones de datos personales que solo los usuarios poseen, esto en caso de que sea decidido por la misma administración.

Como se establece en nuestros términos y condiciones. / Puntos 17 (Nuestros derechos). / Puntos 17.2, 17.3, 17.4

Por favor, no intentes abrir una cuenta nueva porque esta será cerrada por nuestro sistema. De acuerdo a nuestros términos y condiciones, solo se permite el uso de una cuenta por jugador.

El punto 3 de nuestros Términos y Condiciones establece que:

Únicamente se permite una cuenta por persona. Nos reservamos el derecho a cerrar cuentas duplicadas o cualquier cuenta que se sospecha estén relacionados y para invalidar cualquier apuesta realizada en cuentas duplicadas o cualquier cuenta que se sospecha están relacionados.

En caso de tener dudas, puedes comunicarte por nuestros medios disponibles:

Chat: Soporte en Línea - disponible desde el lobby de Caliente

Teléfono Gratuito (México): 800 5 22543683

Teléfono internacional: 01-800-5-22543683

Correo Electrónico: soporte@caliente.mx

Agradecemos tu comprensión y colaboración.

! Gracias por jugar en caliente.mx ¡

Saludos,

El Equipo de Caliente

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!

Buenas noches estoy pasando por un tema muy similar, cree mi cuenta de casino caliente, recargue con una tarjeta de crédito y por mucha suerte y después de estar horas jugando pude triplicar mi dinero, cuando intente retirarlo no pude y me dijeron que para hacer retiros había que verificarme a lo cual accedí y envíe documentos horas después tanto en la app como por correo, me respondieron que todo había pasado menos el comprobante de domicilio lo cual envié un par de horas después de este último correo, pero al revisar mi cuenta de casino mi dinero ($27,000) había pasado a $0, cuando les escribí por el chat su respuesta es que por decisiones administrativas ajustaron el balance a 0 y que no podía recuperarlo, les contesté qué porque lo hicieron si mis documentos están en revisión, su respuesta fue: Ya envió sus documentos? A lo cual dije que si y después de tenerme un tiempo en que revisaban para decirme que respondería por medio de correo, volví a escribir más tarde y me decían lo mismo, tuve que amenazarlo con ir con las autoridades competentes si no me devolvían ese dinero, al final me dijeron que después de la verificación se me informaría la forma en que será devuelto el dinero, todo lo anterior por tema de verificación a lo cual es absurdo ya que mis documentos están en revisión y arbitrariamente al ver que tenia dinero decisideron que me lo quitarían, mañana quedaron en informarme.

Ayuda!

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

Les envío las primeras capturas y la última de varias conversaciones es cuando me dicen que después de la verificación me dirán, quiero recordarles qué mis documentos están en verificaciones 1 de 5 documentos se envió nuevamente qué fue el comprobante de domicilio los demás ya esta validados

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.

Si, es con Caliente.Mx, la verificación la inicié el día de ayer al medio día y me respondieron el mismo día a las 19 horas aproximadamente, para decirme que enviara otro comprobante de domicilio el cual también envié y después de eso fue qué entre a mi cuenta y vi que estaba en 0, hace unas horas me llego este correo:

Lo cual entiendo que solo me devolverán lo depositado, lo cual es muy injusto ya que yo había ganado lo demás del dinero.

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.

Hola en verdad agradezco tu apoyo, si lo tomaré en cuenta, si aún continuó con el problema, solo me quieren devolver lo que yo ingrese con mi tarjeta pero no las ganancias que eran de 18,000 pesos + lo que ingrese para hacer las apuestas en la ruleta en total tenía 27,000 pesos y ahora solo me dijeron que quieren devolver los 9000 qué ingrese y lo demás no, es frustrante y doloroso porque a como se los dije si me metí a apostar, me arriesgue y gané es por que lo necesito, necesito ese dinero, agradezco tu apoyo.

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?

estoy en la misma situacion ya me hicieron perder 2 semanas desde que gane la apuesta, ahora que porfin me dijeron que ya se aceptaron mis documentos en sus archivos mi retiro pendiente me aparece en 0, te pudieron solucionar?

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.

Hola a todos, después de haberme notificado que mi cuenta estaba verificada (Identidad) me dijeron que aún faltaba verificar los medios de pago y que tardaría un poco más, mientras estuve presionando por chat hasta que les pregunté si después de la verificación comoe devolverán el dinero y me contestaron después de la verificación te dirán como y de ese comentario me agarré, finalmente recibí los correos de que ya había quedado la cuenta lista verificada en todos los aspectos y procedí a mandar otro msj por chat para saber de la devolución y su respuesta fue la misma "ya no se puede regresar ese dinero", después de eso mande un correo, me respondieron que subirían el caso nuevamente y que tardaría 7 días la respuesta, (adjunto las capturas) y finalmente no se si por lo que dije en el correo me respondieron que ya me lo devolverían. Espero y te ayude con eso.

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

Estas capturas corresponden a la confirmación de las verificaciones, el último correo que envié y su respuesta final.

final answer.

respuesta final.

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

Jajaja

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

Hola, cuanto tiempo tardo en verificarte métodos de pago después de que entregaste los documentos?

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.

La verificación es rápida, aveces en minutos, te confirman por correo, en mi caso fue especial porque me habían quitado mis ganancias, aún cuando la verificación estaba en trámite y no querían devolverme las ganancias, al final de cuenta de tantos correos que les mandé, me regresaron el dinero, desde entonces ya no juego, en total les gané.

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.

No, simplemente me habían quitado mis ganancias a la mala, aún cuando la verificación estaba en trámite, después esas ganancias no me las querían devolver, pues les dije que yo había apostado, jugado y ganado, que no era justo lo que hacían y que me quejaría con la autoridad, después de eso me enviaron el correo que puse como "Respuesta final", después de eso retire el dinero a mi cuenta y se acabó, les gané.