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It's unbelievable what they're doing to me.

Let me tell you: On Wednesday morning, when I couldn't deposit into my Caliente account, I looked for another option and deposited into this casino because I remembered seeing it in commercials on TV and social media.

I started by depositing approximately 30,000 pesos and verified my account in case I won so I could withdraw.

I placed some bets and played slots at the casino and that day I won a Grand Jackpot of $80,000 pesos

I kept playing for a while and decided to make a withdrawal of $55,000 pesos. 24 hours passed and it hadn't been deposited, so I decided to write to ask. They told me everything was fine. A few hours later I logged into the account and the balance was gone, and it said "NOT completed".

I asked in their WhatsApp chat and they didn't give me any clear answers until today when they asked me for additional documents, which, although excessive, I agreed to send.

When they told me they needed my bank statements for the cards in my name that I used to make deposits via SPEI, I thought it was wrong because I wouldn't have them until the 10th of next month, since that's how banks operate. But when I saw they were asking for a card with an ending I didn't recognize, it seemed very strange.

They told me they needed a bank statement for a card that they claimed I had used to make deposits and withdrawals two years ago, which isn't true because I only opened my account on Wednesday.

When they checked my history, they fabricated deposits and withdrawals from 2 years ago with a made-up bank account number.

Incredibly, they fabricated all this to avoid paying me.

There is a betting history that you can view, and there is no bet that was placed before Wednesday, so it is completely false that there were any deposits and withdrawals with winnings 2 years ago.

Increíble lo que me están haciendo

Les cuento: El día Miércoles en la madrugada al no poder depositar en mi cuenta de Caliente busqué otra opción y deposite en este casino ya que me sonaba haberlo visto en comerciales en la Tele y redes sociales

Inicié depositando aprox 30,000 pesos y verifiqué mi cuenta por si ganaba poder retirar

Realicé algunas apuestas y jugué en Slots en Casino y ese día gané un Jackpot Grand de $80,000 pesos

Seguí jugando un poco y decidí hacer un retiro de $55,000 pesos, pasaron 24 horas y no me depositaban por lo que decidí escribir para preguntar, me dijeron que todo estaba bien, unas horas después entré a la cuenta y el saldo se regresó y decía NO completado

Pregunté en su chat de whatsapp y no me decían nada claro hasta que hoy me pidieron documentos adicionales a lo que aunque eran exagerados acepté mandar

Cuando me dicen que necesitan mi estado de cuenta de las tarjetas a mi nombre con las que deposite vía SPEI se me hizo mal porque no las tendría hasta el 10 del próximo mes ya que así se manejan los bancos pero al ver que me pedían una tarjeta con una terminación que no me sonaba se me hizo muy raro

Me dijeron que necesitaban un estado de cuenta de una tarjeta con la cual según ellos había depositado y retirado hace 2 años, cosa que no es cierto porque apenas abrí mi cuenta el día Miércoles

Al checar mi historial inventaron unos depósitos y retiros de hace 2 años con una clabe bancaria inventada

Por increíble que parezca fabricaron todo esto para no pagarme

Existe un historial de apuestas que puedes ver y no existe una apuesta que se haya realizado antes del Miércoles por lo que es completamente falso que hubiera depósitos y retiros con ganancias hace 2 años

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Stay safe.

Dear mzapataoropeza,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Fifteen days have passed and they're canceling all my withdrawals. They're asking me for bank statements for an account they say I used two years ago, but I've never used or even had one. They're creating an account with deposits and withdrawals from two years ago when I only opened the account 15 days ago.

Ya pasaron 15 días y me cancelan todos los retiros, me están pidiendo estados de cuenta de una cuenta que dicen que usé hace 2 años pero que nunca usé ni he tenido, me están inventando una cuenta con depósitos y retiros de hace 2 años cuando abrí la cuenta hace 15 días

They fabricated deposits and withdrawals on my account from 2 years ago, and it appears in the history where there was nothing before, but when you go into my bets placed, there's nothing from 2 years ago.

They invented deposits and withdrawals and a card with a number ending in 4142 that doesn't exist, and they're asking me for a statement for that card, which I obviously don't have because it never existed.

All this happened after I deposited approximately $30,000 pesos, and when I won 80,000, with my account already verified and everything, they started refusing to pay.

They also claim that I have had (false) deposits and withdrawals for the past two years, and now they are asking me for documents to withdraw new funds, even though they say my account has already had withdrawals. What they are doing makes no sense.

Inventaron depósitos y retiros en mi cuenta de hace 2 años y viene en el historial donde antes no había nada pero al meterte a mis apuestas realizadas no existe nada de hace 2 años

Se inventaron depósitos y retiros y una tarjeta con una terminación 4142 que no existe y me piden estado de cuenta de esa tarjeta que obviamente no tengo porque nunca existio

Todo esto pasó después de depositar apeocimandamente $30,000 pesos y cuando gane 80,000 ya con mi cuenta verificada y todo empezaron a negarse a pagar

Asi mismo dicen que hace 2 años tengo depósitos y retiros (falsos) y entonces ahora ellos me piden documentos para retirar nuevos pero según ellos mi cuenta ya había tenido retiros, no tiene sentido lo que están haciendo

I already told them it doesn't exist and that I can send my other accounts that do exist, but they say they need all the bank statements, including that card they made up. They don't want to pay because I won a big prize and they keep canceling all my withdrawals, even for as little as $100 pesos.

Ya les comenté que no existe y que puedo enviar mis otras cuentas que si existen pero dicen que necesitan todos los estados de cuenta incluyendo esa tarjeta que me inventaron, no quieren pagar porque gane un premio grande y siguen cancelando todos mis retiros hasta de $100 pesos

Dear mzapataoropeza,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

It continues to cancel withdrawals

Sigue igual cancelando retiros

Dear mzapataoropeza, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear mzapataoropeza,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru