Golden Cherry Casino - Account locked and money not paid

UNRESOLVED
zlatkocia Macedonia
posted on November 29, 2014.

Hello Askgamblers,

I'm writing this complain because my account recently is locked and cannot access in casino and withdraw my balance although I've deposit certain amount there few weeks ago.
I don't know the reason why is my account locked, as far I'm concerned noting illegal was suspicions was done.
I've contact them least 10 times via e/mail and nobody has contacted yet.

I've created account in that casino Golden Cherry and used free no deposit bonus and won certain amount there.
After that I've followed information to withdraw the amount given from support department there.
They send me an e-mail and they told me first I've must to deposit, so I did that.

This is the e-mail they send me:

[email protected] Sep 2
To
me
Dear Zlatko,

Thank you for sending in your faxback form.

Unfortunately your faxback form cannot be approved at this time as you did not made your first deposit.

Please make at least one deposit of the minimum $25 and send the colored copy of the credit card (front and back) you use to make this deposit and I will happily approve your faxback form.


Additionally, should you have further questions, please don't hesitate to contact us.
Kind regards,

Anna
Finance Department


______­___­___­___­___­___­___­___­___­_______


After my deposit I've make decision instead to withdraw the money to play for a little while and have a fun.
But week latter suddenly my account was locked without reason and explanation although I have roughly 350$ in my account .
My attempts to this issue to be solved is not responded as mentioned above.

Thanks for your time and consideration.

Respectfully,

Zlatko

posted on December 1, 2014.

Hi,

Please, provide me with your username at GoldenCherry so that I can find out more details about this issue.

Thank you

Best regards,
Anne Madison
Golden Cherry Public Relations

zlatkocia Macedonia
posted on December 1, 2014.

username

zlatkocia

zlatkocia Macedonia
posted on December 1, 2014.

i just wanted to have fun

posted on December 1, 2014.

Hi,

Thank you for providing me with your username. I have checked the requested information and as far as I see your account has been deactivated due to the issues with another online merchant.

The problem could be with another online casino ( if you were playing with any before) or with a different merchant, where you disuted the charges or violated terms and conditions by any other means.

If you rememner about any issues with different merchants, I would recommend you to contact them to resolve this.

Best of luck for you!


Sincerely,
Anne Madison
Golden Cherry Public Relations

zlatkocia Macedonia
posted on December 4, 2014.

ty but this did not help me you say: problem could be with another online casino how this help me i have problem with golden cherry i deposit money did nothing wrong yust wanted to play.
what is the next step ?
what will hapen with my winnings and my deposited money ?
pleace consider that i did nothing illegal ty

posted on December 4, 2014.

Hi Zlatko once again,
The reason for us to block your account momentarily is because we are concerned about security and we want to prevent future unwanted actions like Fraud or illegal play that are against our terms and conditions.

Now please do not get me wrong, it is not my intention in the minimum to judge anyone at all, but I do write in favor of my party.
Being that said, I must tell you that the good news is that nothing is unrepairable. All you have to do to come back to us is to look at any past transactions you may have disputed or actions you may have disrupted against any other merchant's or party's terms and conditions and request from them a way to fix it.

Once all other past issues are resolved with the other parties or merchants, you can send us a statement proving so, and we will re-open your account and place some welcome back gift as well.

Regarding your deposit; at the moment you still have a playable balance from a non-deposit bonus that can still be played and once your past issues are resolved you will be able to use and continue playing with us.

I hope this was a little more clear to you, and we get to see you back with us very soon.

Sincerely,
Diego Torres
Solutions Manager
Golden Cherry Casino

zlatkocia Macedonia
posted on December 7, 2014.

ty for your time i hope that this issue soon will be resolved .
honestly i`m a little offended by you, you say you are concerned about Fraud or illegal play you can see this in my playing history i play slots and once more i newer did anything illegal that being said,
i do not have disrupted any other merchant and i do not know how to fix this because i do not know honestly what are you talking about.
Regarding my deposit and my winnings i would like to play in your casino but ass i see your argument is that i did something with some other party i mean what is this i just wanted to have fun and now i`m writhing a complain for what: for my money this is not fun sorry.
mr. Torres i hope that you will find time and resolve this issue respectfully Zlatko

posted on December 10, 2014.

Hi Zlatko,

This is the information that we receive from our processors. Unfortunately they cannot say what merchant it was, but ... let's try something. Tell me the best time to reach you and confirm if the number you provided us with on your account is valid and I will forward this information so that you can get information about the issue they are talking about and try to fix it :)

Sincerely,
Diego Torres
Solutions Manager
Golden Cherry Casino

zlatkocia Macedonia
posted on December 12, 2014.

hello again and ty for your effort to resolve this issue you can contact me any time. i would like to play again in your casino
i hope we can resolve this finally.
Sincerely.
Zlatko

AskGamblers
posted on December 17, 2014.

This complaint is unresolved. This player have a problem with this casino, and we didn't get any evidence that he/she have a problem with another casino or a merchant.