Complaint #8 Cherry Gold Casino

Stole my bonus winnings and closed account for no reason

By Renee B.

7 years ago

Message on forum

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.

Disputed Casino Cherry Gold Casino

Reason Account closure

Amount $1500

Discussion

AskGamblers

• Support Team

7 years ago

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.

Reeree1980

• Queensland

7 years ago

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

Reeree1980

• Queensland

7 years ago

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

7 years ago

Still no reply Cherry gold casino?

Cherry Gold Casino Complaint Stats

Resolved 9 / 11

Avg. Amount $3,151

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Cherry Gold Casino Complaints

See all complaints for this casino

I cannot access the withdraw section

Hello, I have $14,773 on Cherry Gold Casino and I have been unable to access the withdraw section for some time now. I get a "restricted" message to where I am directed to contact customer services. After having done so multiple times, I am always told that the relevant department will contact me via email about this issue but it never happens. So I am forced to come here and hope to get this issue resolved in this manner. I just want my money. I also have two other casinos in this apparent casino group that I am experiencing the same issue with, which I will address here in separate complaints once I see progress being made with Cherry Gold. I hope to hear from the proper people soon.

Unresolved

$14,773

Withdrawal requested 11 days ago

I requested my payout of 1900 on 7/10/21. I did use a slot bonus and of course fulfilled the bonus. I only play slots and never had issues in the past when I played at other casinos. I never requested a withdrawal ever before at Cherry Gold.

I was shocked after waiting for 48 hours that they don’t process a withdrawal until 7 business days. I contacted them at 6 business days to tell them my status was still in requested status. I thought it would at least be in under review status.

The casino said that they are behind and promises I will get the withdrawal soon. Today I emailed them again for an update and they sent me an email verifying my wire transfer info was correct. I told them it was, but my status never changed from “requested”.

I sent emails to ask gambler email because I don’t know how to attach those. I have attached the pending withdrawal and a screen shot of the past week and a half. To prove I never returned the money to my account to play.

Resolved

$1,900

Delayed and declined payments 8K

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.

Resolved

$8,100

Unfair Withdrawal Installments

I am really disappointed after sending in all of my documents for verification and waiting well over what you would expect for them to verify my account I could finally get verified and approved to make a withdrawal. My withdrawal limit is set at $2000 so this is the amount I requested.
After making the request on Saturday, May 9th it was finally processed on may 19th only to be told in an email that I will be receiving only $500 with the remainder being sent back to my account apparently due to my deposit amounts and activity. I did receive money in the amount of $497.94. (There were 4 different deposits in the amounts of $99.59, $99.59, $99.59 and $199.17. Not sure why it wasn't the full $500, but that's the least of my worries). I want the balance of my winnings. I requested a bank transfer only to be told it has been sent to my card to another account that I have used for deposit. This was fine as long as it got the money. My main concern is, why say that your withdrawal limit is $2000 per week and you are going to turn around on only send 25% of your winnings. It clearly shows that the casino is clearly dragging out the process as long as they possibly can and in turn sending the money back to your casino account in hopes of you playing/losing the balance. I decided to go on the chat line to speak with a representative about the withdrawal and was told that the casino reserves the right to pay in installments. If I can only request $500 per withdrawal and wait 10 or more days to get a response, it will take months to get what you have won. This definitely makes me wonder if I will continue to spend my money here. I might as well play for fun if I can't get my winnings. I have now request the balance of my winnings in addition to more winnings that I have won since totaling $1,800. I would like to receive my winning and continue to play at this casino.

Resolved

Unreasonable payment delays

Been playing a few months. Extreme delays in doc verification made it impossible to request a withdrawal. When withdrawal was requested 7 business days went by only to have it rejected citing additional verification was required. This worked out ok for me as I was able to increase my balance thru play, but after requesting withdrawal - 7 business days later I was informed they would pay me 25% of my winnings and returned 1500 to my player balance. To make matters worse they said the money would be paid back to my CC and that could take 10 business days. Here it is 9 or 10 days later and I have a pending 500 being paid "supposedly" plus another pending 500 not yet reviewed and I've received nothing. They state the rules say they reserve the right to pay in installments, but that should only be true when one wins more than the 1 per week withdrawal allowance of 2k, as there are some big jackpots out there and that would be understandable. Lastly, I'm submitting this complaint for awareness. No other online casino has ever imposed similar payment restrictions and none have ever paid me back to my CC.

Resolved

$1,000

Constant delay of payment in attempt not to make it at all

Honestly the most difficult casino I have ever had the pleasure of dealing with.
After sending what feels like 100s of forms and documents for verification and waiting well over what you would expect for them to verify my account I could finally make a withdrawal.
My withdrawal limit is set at €2000 so this is the amount I requested, after making the request on Monday the 10th December finally on the 19th it has been processed but only to the amount of €425 with the remainder being sent back to my account apparently due to my deposit amounts and activity.
Also I requested a bank transfer only to be told it has been sent to my card which makes little sense and will of course take even longer.
This casino is clearly dragging out this process for along as they possibly can in an attempt to avoid paying the full amount.
If I can only request €425 per withdrawal based on how long the first has taken I wouldn't expect to receive my full winnings for a further month which is disgusting.

I have a screenshot clearly showing my withdrawal amount, limit and when it was made and also there email to tell me I can only take it in installments.

Not sure if there is anyway ask gamblers can assist in this issue but based on the casinos clear tactics of withholding funds in the hope of you losing them I would strongly advise people never to use this casino.

Resolved