Caliente Casino - O jogador está criticando um processo de verificação complicado.

In their clauses they say that for non-validated withdrawal it takes 10 hours and validated 1 but that if my account is not valid they will not make my withdrawal, and before without verifying me they had already made my withdrawal and now it turns out that I no longer tried in the chat to fix my situation but they do not accept it that if I do not verify my account they will not make my withdrawal

En sus cláusulas dicen que para retiro no validado tarda 10 hrs y validado 1 pero que si no válido mi cuenta no me hacen mi retiro, y antes sin verificarme ya me habían hecho mi retiro y ahora resulta que no ya intenté en el chat arreglar mi situación pero no la ceptan que si no verifico mi cuenta no me hacen mi retiro

Dear Celia,

Thank you very much for submitting your complaint. 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 takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly 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. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Celia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.