Complaint #6 Cherry Casino

Cherry Casino void my winnings of 3100 euro!!!

By agustinpe

11 years ago

Message on forum

i found out that cherry casino close my account and void my winnings,i am shocked and very upset,i will explain you everything that happen until today-i won at cherry casino 3100 euro,they just drive me crazy with lots of demands for documents and i supply for everything that they ask for, included picture myself with an hold of id more then 10 times maybe, finally they send me an email that my account is fully verify and i can make withdrawals,i made my withdrawal and now they claiming that they have doubt about the documents and they locked my account and void my winnings?! please tell how is it possible to say something like this after they already approved my account and actually abuse me with so many requests.i find this very bad behavior and not honest at all, to treat me like that?

Disputed Casino Cherry Casino

Reason Declined payment

Amount €3100

Discussion

AskGamblers

• Support Team

11 years ago

Considering this complaint, we got a proof that this player's documents didn't pass a security check in the casino. So under 5.1 T&C of the casino in this case the payment wasn't processed and account was closed. Deposit was fully refunded. We are considering this complaint resolved.

agustinpe

• Israel

11 years ago

again this is not true at all,it took me a long time to get approved of the documents and first set of documents was not approved,and the reason why you void my winnings is that you claim that my skrill account was not verified and i did verified it as you can check. you just making desperate excuses why not pay me! i thought your casino had class and integrity but as every can see that you are not! i I recommend to think twice before going to play there!

Cherry Casino

• Representative

11 years ago

Dear Agustinpe,

After you sent the first set of documents these were verified at the initial stage, however further security checks where necessary at a later stage due to the high amount of the withdrawal in which we requested a photo rather than a scan. The second set of documents were analysed by a senior agent and did not pass our identification security check, therefore the payment was not processed, account was closed and full deposit was refunded.

Kind regards,
CherryCasino.com

agustinpe

• Israel

11 years ago

Hello Again,

i have email that you have sent me that says that my documents are accepted and my account are fully verify.how came you have locked my account and void my winnings please
Explain how can casino like you behave and make some ridiculous excuses.

Cherry Casino Complaint Stats

Resolved 7 / 10

Avg. Amount $4,825

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Cherry Casino Complaints

See all complaints for this casino

So slow on a withdrawal request

I have had an account at Cherry Casino for more than a month now and have made regular deposits. Outside of this delayed payment issue, they seem like a great casino with a fresh look and feel. On October 21, I made a deposit of 300€ from my credit card and played the slots with that real deposited money. I ended up winning a balance of 8420€, which I decided to withdraw after I stopped playing. On the length of the withdrawal process, Cherry Casino states on their site: “We will do our utmost to process any withdrawal as quickly as possible and usually they are cleared within 24 hours, but it could take as long as 72 hours depending on workload.” My withdrawal has now been pending for more than 6 days after all requested documents have been approved. After more than 72 hours had passed, I contacted the casino support on October 25. The Cherry Casino support is very kind and quick to respond but unfortunately they have not been able to tell me when my money will be transferred. The first explanation was that there is a technical issue regarding my withdrawal and their technical department is working on solving the issue as soon as possible. Since then, the delay reason has changed to an ongoing security check and they have told me that as soon as that is completed, the money will be transferred. I respect security checks, but there has been enough time for Cherry Casino to complete the process. I hope this issue can be resolved quickly and I kindly ask for Cherry Casino to complete the withdrawal and transfer the 8420€.

Resolved

€11,000

Too slow on withdrawals

I went into cherrycasino and talked with customer service to ask some questions before I started to register an account. A guy named "Hugo" answered all my questions and I was very impressed of the great service I got from him. He is a really nice guy, to bad I didn't meet him again after asking about my money for 10 days now. The rules are very clear about the bonus: 50 NOK max bet, so I made a deposit of 1500 NOK and doubled it with the bonus. I always followed the 50 NOK max bet playing only jackpot6000 slot. After I lost my real money and bonus, I cancelled the bonus and made another deposit of 1500 NOK and got another 1500 NOK with bonus. This time I went 50 NOK bet and finally I hit the jokers and won 30000 NOK. After that I wagered the entire bonus and made a withdraw of 31000 NOK. I sent all the documents required and all the documents were verified the next day. Then after almost I week I went in and asked why the withdraw didn't happened yet, and I get the same answers every time. It's either a security check or it's into the financial department waiting to get withdrawn. Now it's been 10-11 days and still I get the same answers, and it's just a shame because I play on different casinos for several hundred thousands of dollars every year and no one has been this slow with the payment. Just to be clear, I have nothing against cherrycasino. The have been mostly kind and it seems like a great casino, but you just can't treat a customer that way. I felt like most people just copy/paste the answers every time I was in there to ask about my money. I hope we can figure this out fast and peaceful and that they won't delay the withdraw next time.

Resolved

kr31,000

Huge 220,000 SEK withdrawal delayed for months!

So, at June the 20 I started a account at cherry casino and deposit around 100 US dollars so you guys kind of know how much money its all about, so not in swedish krona this time. I did take a bonus and I got 50 dollars more to play,"welcome bonus" I reacting the amount 65 times like I both read and she told me on the phone to do before I can make a withdraw, and then alter I won and reacting the amount, I call the casino to confirm the money was my own now, and she "Hanna" congratulated me on my total win of 25872 US dollars. 220000 swedish kr. I stopt playing at this specific amount. And that is my withdraw. I have a TONS of e-mail there they talk about time and all kind of rutins they have to do, and the section for payment only works this or that time on the weekends etc etc... Please write if I have forgotten something. Or any questions. Iam gonna attach files below. Screenshots at dates. Maybe you can translate the e-mail she promise my winning amount when the section for payment is done with there work, and shes sorry for the time etc etc, if you want me send all the e-mails, tell me and I send it all. //Mathias

Resolved

kr220,000

Not willing to pay

I deposited money in this bookie and played some money on sports which i won my bet, then i took my winning and when to the live roulette to play and i won also at this roulette after series of winning. i have accumulated a total of about 24000 sek and i have requested payment from this bookie. they have asked for every document and i have provided all of them which has been approved but yet they still have my money. each time i speak to the live help, they keep saying techincal issues and now they dont want to speak anymore to me. Please can you help me on this people

Resolved

kr24,000

Waiting of my Money 6000€

Hello, I have a week before playing at Cherry Casino because my friends have told me. I won € 700 and immediately paid. Verification was fast and the next day was already paid with verification. I tried my luck again the next day and won € 6,000. Now I'm waiting for 5 days, the the ever confirm my money and send. Customer keeps me out again. What shall I do. I think I will forward it to the authority.

Resolved

All Money Confiscated

Deposit 100euros Bonus 100euros. Played Slots Blackjack and Oasis Poker. Complete wager, send photo of Passport and Utility bill, say me please photo passport with all corners, i send it. Send Screenshot of my account in Banks ( Deposit from Visa Virtual) And it tell me my account closed and all money confiscated!! Dont answer why! Dont going to this casino, its REAL FAKE. they steal the money!
This Cherry casino send me:

After a thorough investigation of the activities in your account, we have decided to permanently close it. This decision has been taken after reviewing the evidence of our investigation. Our Terms and Conditions, which were accepted by you upon sign up, have been broken. This decision is final and has been made by the Management. We will therefore not be answering any further queries about this matter.

But dont answer whats wrong, if need i can send the Docs with my face. If you can, please help.

Sorry for my bad english

Unresolved

Cherry Casino Complaint

Made a withdraw of 2000 US then canceled that and made it for 1000 US i was playing in autoplay and was taking scans of DOCS as requested

Won free spins and balance went to 2300 odd

1000 withdrawal had been canceled during inplay and was never advised it happened they said it could happen but this must of happened with-in seconds of withdrawal being placed

got no reasonable time to send docs before withdrawal was canceled

as per there terms it states

What annoys me the most is i was not given any amount of time to comply with request

Unresolved

Withdrawal problem

Joined cherry casino and deposited 100 euro same day i make it 600 and try withdraw 500 euro i.then i got this email

(didnt get any bonus or promotions )

You have broke our terms and conditions and entered fake details. Therefore the funds have been confisticated and your account remains closed.

Have a nice day.

Feel free to contact us again should you have any further questions.

Best regards

< name removed >

Cherry Casino Support

Your tracking ID for this inquiry is 4962877.

my all details is correct (addres , identty ,phone number etc.) how they know my details fake? they never ask a document from me..

aksgamblers my hope ..

Unresolved

Casino do not pay about 1800 eu

I have several emails from cherry , i send them no less than 3 photo id . one time they

said they need expiration , so I had to send them my personal passport . with expiration

date . the affilate that refer me at the time assured me that because they work under betsson , there should be no problem . But i have many problems .this goes maby 45 days . I saw some complaints in some forums about cherry . all casinos payed me , when i won , with the same documents .

Resolved