Can't get my winnings from Golden Cherry Casino

RESOLVED
posted on February 18, 2014.

I've met cashout requirements for non-deposit bonus of 30$ from your site in GoldenCherry Casino and have 150$ on my account to withdraw, then in LiveSupport they told me that I should make a deposit and then send documents with Faxback Form and they will approve my cashout. I made a minimum deposit of 25$ by Skrill and send documents on their security department e-mail. Today I got a reply that "Unfortunately your faxback form cannot be approved at this time." I need to fill bank account information fields in Faxback Form and they will send my winnings on my bank account,because they don't have an option to withdraw by Skrill.What????? So why I wasn't informed when I was making deposit using Skrill,and also before making deposit I had a talk in Live Support with Wade Wilson - account manager,and he assured me that I will get my winnings by method that I'll make deposit and don't need to fill bank account fields in FaxBack Form because I made deposit by Skrill.Right now they told me that can't process my winnings by Skrill. Ohhh my god,that's so unfair. I play in lot of casinos all over the world and don't have any troubles like. Now I see that there're so many complaints here about this casino. so help me please to get my money back. Thank you.

posted on February 19, 2014.

Hi,

can you please let me know your username? Ill check that for you.

Thanks!

posted on February 19, 2014.

My name is Vitali Viarbitski, my username is vviarbit

posted on February 19, 2014.

Hi,

Ill check that for you. Will update this ticket once I get the reply.

Clara

posted on February 20, 2014.

Hi Vitali,

I checked with the casino and they told me that there are 2 options:

1. they can refund the money you paid on Skrill

2. Or you keep that money to withdraw the whole amount. In this case you will need to send the bank information to process the withdrawal.

There's no option to withdraw by Skrill.

Let me know what you would like to do so I update the casino support team.

posted on February 20, 2014.

Ok,so if I want to get money on Skrill, I will get only deposit that I've made right? And to get the whole amount I need to send bank information in FaxBack form? Ok,but they ask me to fill fields in FaxBack form that our banks don't have.Here is what they sent me and I noted what we have in my bank and what don't:

The attached faxback form completed and signed with all your bank details:

Bank Name: - I have it

ABA Routing: - but that only for US that's written in Form,right? In Belarus we don't have that in Banks

Acc. Holder: - I have it

Acc. Number: - I have it

ACH Number: - but that only for US that's written in Form,right? In Belarus we don't have that in Banks

Also we have SWIFT\BIC code.

So is there possibility to fill only that fields and get my winnings,and how long it will take? Thank you!

posted on February 20, 2014.

Hi Vitali,

the casino can only refund the money you sent by Skrill. As mentioned before, is not an option to withdraw money from your account.

If you want to cash out everything, please speak with the casino manager in charge of your account asking what documents are missing to do the bank transaction.

If you want, I can get that information for you but first I need to know what you prefer to do.

Bests

posted on February 20, 2014.

I've sent them 5 letters by e-mail, and noted what fields and bank information we have in our banks and what we don't because they're asking me some info for US members,but I live in Belarus, 3 days ago and didn't get any reply. So can you please find out, what do they really need and what bank information I can give them? And then I will make a choice

posted on February 20, 2014.

Hi,

Sure, will ask them and get back to you. Please take in consideration that the finance department doesn't work on fridays so we will have some delay.

Ill update this ticket once I get their reply.

Bests

posted on February 20, 2014.

But today is only thursday,so we have some time)

posted on February 20, 2014.

Hi,

yes... it doesn't depend on me. I requested the information, waiting for the reply.

Clara

posted on February 23, 2014.

Hi Vitali,

I got the reply from the casino:

As for the latest update, he needs to send us 1 more utility bill with his NAME and address on it, within last 3 months, not older please.

So please send them the bill in your name and with your address, no older than 3 months.

This will help you cashing out your sums by wire transfer.

best regards,

posted on February 23, 2014.

Thank you,I know that.Finally they approved my bank account details,and yesterday I sent one more bill,so hope that one will be fine.Will see)

posted on February 23, 2014.

Great,

I'm happy to help. Please remember to update the status of this ticket once the case is solved.

Have an amazing weekend!

AskGamblers
posted on February 26, 2014.

 Can we mark this complaint solved? Please confirm!