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Cherry Gold Casino - Delayed and declined payments 8K

RESOLVED
Complaint Info
Disputed casino Cherry Gold Casino
Reason Delayed payment
Amount $ 8100
Jacco2895 New York
Posted on April 10, 2021

I have dealt with many casinos in my time but never such a fraud like Cherry gold casino. They have zero problem letting me deposit thousands with them but then when I want to withdraw it, it’s the most longest, dragged out process making it virtually impossible and then when they say they’ve authorized it, it’s not even for the full amount. After paper work after paperwork and email after email of them dragging out me just getting authorized to withdraw I went to withdraw 2k out of the $8100 I had in the account as that was my limit. I did politely ask if they could increase my limit but of course, they wouldn’t.

After 7 days taking to authorize the request it’s now been 9/10 days and the money has still not hit my account. Today I received an email after 7 days of my 2nd request to withdraw another 2k and they have only “authorized” 1k of it. For what reason or on what grounds I have no idea and no reason was given. This withdrawal process has taken me 6 weeks from the start to now and I still have not had a penny hit my bank account and I cannot withdraw the money in my account. It is criminal that they take my money so easily but do anything they can to not pay out. I want to receive my balance in my account and be done with them before I have to take this further.

Posted on April 13, 2021

Dear JACCO2895,

I was informed by Cherry Gold Casino finance team that installment policy was applied to your withdrawal request. As per casino terms, to which you agreed upon the creation of your account: "Cherry Gold Online Casino reserves the right to send out the player’s winnings in installments. Installment amount is calculated in accordance to the player’s class". It may take up to 7 business days to review and approve each withdrawal request.
If you have any questions regarding your withdrawal requests we would advise you to contact Casino finance team directly.
Sincerely,
Cherry Gold Casino

Jacco2895 New York
Posted on April 13, 2021

I have tried to contact the finance team and all they do is fob me off and that’s after it takes days to reply. I also try to contact the online help but they tell me to contact the finance team and cut me off.
I had a 2000$ withdrawal authorized on March 30th and was assured that it would take not longer than 7-10 days to hit my account. It’s now 14 days later, I have never received any funds from you and I either get discounted on the chat when they cannot give me an answer or no response at all. I can’t help but feel you are doing everything in your power not to pay out my money, in my account. Please just tell me what the hell is going on and why I still haven’t received any of the funds two weeks after being “authorized”.

Posted on April 16, 2021

Dear JACCO2895,

We received notification from Finance team, that they are currently in touch with you in regards to this matter.

Please kindly let us know should you need any further help.

Sincerely,
Cherry Gold Casino

AskGamblers
Posted on April 20, 2021

Dear @Jacco2895,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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