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Cherry Gold Casino - Stole my bonus winnings and closed account for no reason

RESOLVED
Complaint Info
Disputed casino Cherry Gold Casino
Reason Account closure
Amount $ 1500
Posted on September 3, 2018

I received a sign up bonus after registering with cherry gold. Thought that it was a nice gesture and went on to play their slots. I was getting low and went in to play Asgard, well i ended up winning over $1500 and after increasing my bets to $30 a hit, and losing a few of those $30 bets, i thought i would check in with live chat to let them know of my excitement and to find out where i was up to with the playthrough. I ended up being only a cpl of hundred through the playthrough money, which i thought was strange because before my $30 hits i was doing $15 hits ($30 being max bet for this game) anyway i let it go and went on to ask about max cash out, i was told i could only get $75 out, but reading the t&cs i read that max cash out on free chips were 5× the bonus amount. So i queried staff about that, i was told that they didnt give free chips, so i sent a screenshot of their own ad, advertising $35 free chips, i was then slapped with the t&cs all through the chat and then told that my acc would be deactivated if i did not comply with their t&cs. I replied i was never intending to not comply, and theres no need to threaten me with deactivation. After saying that i was hit with "your acc has now been deactivated" and the final text "Good Luck"
Wth??? They pride themselves on their terrific customer support and are delighted to help where they can. What a load of crap, im sorry but whoever spoke to me was so rude and sarcastic, and before i could even send a transcript of the chat i was booted off with not so much as a see ya later.
Now i did nothing and said nothing to warrant this behaviour from live chat staff, who dont even give you their name. I have now emailed the casino and am awaiting a response because this treatment is COMPLETELY unjustified. I would like all my winnings returned to my account with my account reactivated and believe that because of the way ive been treated they should be made to pay me the whole amount of my winnings. Im sick of these casinos thinking theyre god like because theyre far from it.
I have supplied screenshots of what i had sent in live chat and in my email. I am really so very angry now, after feeling so elated that i finally won something.
Oh one last thing, when youve been deactivated and try to log in it says your account is cancelled and to speak to customer support, but you cant get back onto live chat, which is stupid.

Posted on September 8, 2018

Cherry Gold Casino has replied to my email and reactivated my account with my $1500 balance and apologised for my experience. So this issue is now resolved. Thankyou

Reeree1980 Queensland
Posted on September 8, 2018

@Askgamblers.com could you please mark this as resolved? Thankyou.

AskGamblers
Posted on September 8, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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