Golden Cherry Casino - Changing the payment rules, stalling payments

UNRESOLVED
posted on July 10, 2015.

I have a $75000 withdrawal pending. I was told based on my play I could withdraw $4000 per week. The first week they only allowed $2500. The second week they paid $3000 and now they are limiting me to $1000. I am told by the rep that the weekly withdrawal limit is based on my prior weeks play level. I've told him I refuse to play on their site until they have paid me out. How can they change my withdrawal amount when his email to me said my weekly limit was $4000? And the first withdrawal took 5 days to approve the second 8 days and now the third on is still not approved. Help!

posted on July 13, 2015.

Hello cass520,
Let me check this with finance department, I will get back to you shortly.
Regards,
Anita

posted on July 14, 2015.

Thanks. I understand there is a weekly limit but don't think it's fair to change the withdrawal limit based on weekly deposits. I'm not going to make any new deposits while my withdrawals are pending. I'd like my weekly limit to remain at the $4000 I was told I qualified for.

posted on July 15, 2015.

Hello,
I was informed by the finance team that your withdrawal has been processed.
Regards,
Anita

posted on July 15, 2015.

Thanks. The $1000 withdrawal is complete but I submitted another for $4000 that I'm concern will be reduced again this week. Would you please clarify the weekly limit and that it will remain at the same level until the withdrawal is complete?

posted on July 15, 2015.

Hello cass520,
I confirmed with your account managers that your weekly withdrawal limit is $4000.
If you have other questions or issues, please let me know, I will be glad to help you.
Thank you
Anita

posted on July 15, 2015.

If that's the case then why did I only get approval emails for $3000 out of the $4000 withdrawal requested this week?

posted on July 15, 2015.

I confirmed with finance department that this week they approved your withdrawal requests in total amount of $4000. You can check it from your side in your account, in History tab.
Thank you
Anita

posted on July 15, 2015.

They approved the $1000 I requested Monday July 6th and only $3000 of the $4000 I requested Monday July 13th.
And in the week prior to July 6th part of my withdrawal was reversed. I'd like to know what I need to do to consistently withdraw $4000 per week. Thanks!

posted on July 15, 2015.

Hello,
I will ask your account manager to double-check this information and contact you regarding your question.
Thanks
Anita

posted on July 15, 2015.

Ok. Thank you for your help. I will await your reply.

posted on July 16, 2015.

Hi,
I confirmed with your account managers that your withdrawal limit per week stays $4000 as it used to be, and that you were paid $4000 this week.
Again I would like to remind you that you can check it yourself in the Cashier, in History tab.
Please let me know if you have other questions.
Thanks
Anita

posted on July 16, 2015.

Ok, I have checked the history section and there are now NO transactions listed ... that section is blank.

I am not getting $4000/week in withdrawals which is what I was told I could take and you confirmed.

Last week it only allowed me to request $1000 that request was not approved until this week so I have been paid $1000 so far in the last two weeks. I put in another request a week later (this past monday) for $4000. Only $3000 was approved and the other $1000 was reversed by the casino. I have not received this withdrawal as of yet. I went in again now and I'm only able to submit a withdrawal of $1000 (which is the $1000 from monday's request that was reversed). I want to know how we set this up so I can withdraw $4000 each week as promised. Please advise.

posted on July 17, 2015.

Hello,
Let me check this again, I will get back to you shortly.
Thank you for your patience
Anita

posted on July 18, 2015.

Please advise what needs to be done to complete a 4000 withdrawal each week? I'd like to receive my withdrawal each week instead of every other week which seems to be happening. Please let me know what you've been able to find out. Thanks!

posted on July 20, 2015.

Hello,
I will clarify it and will contact you soon with a solution.
I'm sure we can work it out : )
Anita

posted on July 20, 2015.

Ok please contact me as soon as possible. I'd like to get a withdrawal approved so I can get paid next week.

posted on July 21, 2015.

I have not received a call. I did receive an email from an account manager advising I need to play to keep my account active. How are you planning on resolving this? I still have $4000 in withdrawals pending I'd like to have paid next week. And a 69000 balance I'd like to withdraw.

posted on July 23, 2015.

Another day passes and I can't get a response from anyone at Golden Cherry. It will be another week without payment. This is ridiculous!!!!

posted on July 24, 2015.

I'm unable to get withdrawals approved, I can not get anyone on the phone and not only are my emails no being replied to I am unable to get a response in Live Chat. They have avoided all contact. I can not believe how unethical the folks at Golden Cherry are. It's a good thing I'm a believer in Kharma.

AskGamblers
posted on July 25, 2015.

Casino is closed, we consider this complaint unresolved. We recommend to the player to seek further help with licence authority that issued their licence.