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I was playing the Panda slot and won over $1300. I decided to withdraw it, but when I entered the amount, the platform kicked me out and restarted on its own. The money I had before the kickback was gone. I contacted customer service, and they told me I used my balance playing another game that I didn't actually play. My actions were as follows: I played GO HIGH PANDA and then went to withdraw my winnings. They blocked my account, so I'm the only one who loses here. I spent $400 playing that last slot to try and win something, and now I have nothing.

Estaba jugando el slot de panda en el que gané más de $1300 y decidí retirarlos pero al escribir el monto la plataforma me sacó y se reinició por sí sola pero ya no estaba el dinero que tenía antes de que me sacara, me comuniqué con servicio al cliente y me mencionan que yo usé mi saldo jugando otro juego que que yo no jugué como repito mis movimientos fueron los siguientes: jugué GO HIGH PANDA y después me fui a retirar las ganancias, la cuenta la bloquearon entonces aquí el único que pierde soy yo, porque jugando el último slot me gasté 400 para poder ganar algo, y ahora resulta que ya no tengo nada

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Caliente Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Have you completed account verification in the casino?
• Have you played with a bonus?
• Have you asked the casino for a log of your activity from the day of the incident? With what result?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I've been going to the casino for about 5 years and this is the second time something like this has happened. The first time something similar happened was in a live casino game; it kicked me out of the game I was playing, which was a Jumanji bonus, and when I logged back in it was as if I hadn't won that bonus. The difference is that at that time I contacted them and they gave me the winnings from the game.

But this time it was different; what the customer service representative told me was:

(It appears that at the same time you finished playing: Go High Panda v1, it then shows that you continued playing: Buffalo Blitz: Buffalo Blitz where your balance was used). Which is not true. I asked if they had access to my game history, and why they didn't check it properly. They evaded my question and told me something else that had nothing to do with it, and then closed the chat. I reopened it, but a different person answered and told me my account would be suspended. They said goodbye and closed the chat again.

I can currently access my account, but the chat history is empty, which has never happened before. The conversation I had with them is missing. As for the emails they send, they only contain promotions and notifications about deposits and withdrawals. I've already sent them two emails related to the problem, but they haven't responded yet.

En el casino tengo aproximadamente 5 años y está es la segunda vez que sucede algo así, la primer vez que pasó algo similar fue en un juego de casino en vivo, igual me saco del juego que estaba que era un bonis de jumanji y para cuando volví a acceder es como si no hubiera ganado ese bono, la diferencia es que en ese momento me comunique con ellos y me dieron la ganancia del juego.

Pero está vez ya no fue así, lo que me dijo la persona de servicio al cliente fue:

(Me aparece que en el mismo momento que terminaste de jugar: Go High Panda v1 me aparece que luego seguiste jugando: Buffalo Blitz: Buffalo Blitz donde se utilizó el balance que tenías). Lo cual no es verdad, le pregunté que si ellos tenían acceso a mi historia de juego, que porque no lo revisaba bien, evadió mi respuesta y me dijo que otra cosa que no tenía nada que ver, y me serró el chat, alo cuál yo volví a abrir, pero ya fue otra persona quien me atendió y su respuesta fue que mi cuenta sería suspendida, se despidió y nuevamente finalizó el chat.

En este momento si puedo acceder a mi cuenta pero el historial del chat está vacío lo cual nunca había sucedido osea, no está la conversación que he tenido con ellos, y en cuanto alos correos que ellos mandan son solo se sus promociones y notificaciones de depósitos y retiros, les mandé ya dos correos relacionados con el problema pero aún no me responden

Thanks for sharing the information with me.

• Is there any record of what your balance in the casino was before your account was closed?
• Have you asked the casino for the detailed records of your game history?
• What response do you receive when you attempt to contact live chat support regarding both your game history and your chat history?

Please let me know and share with me screenshots of your most recent interaction with support. Share them here or send them privately to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Rishii,

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,
Tomas
Casino.Guru