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Golden Cherry Casino - Declined Payment

posted on September 10, 2014.

I tried to withdraw my winnings of £174 on 08/27/14. Over 2 weeks passed, and I still did not receive my winnings. I logged back into my casino account, only to find that the money had been returned to the account with no explanation. I then spoke via live chat to one of the Golden Cherry team, who told me the following:

"I would like to inform you that as per our decision as Finance Department your last withdrawal request was denied and the requested funds were reimbursed to your playable balance as we are reviewing your account.This process might take up to 90 business days.As soon as we have any updates regarding your account we will inform you via email.
We are sorry for the inconvenience."

The operator told me that he had no idea why my account was under review. Clearly this is a delaying tactic from this casino, which is becoming an all too familiar theme, from reading previous complaints. My casino account was verified with the correct ID documents prior to withdrawal, and I checked with another Golden Cherry operator before I attempted withdrawal that everything was in order.

Can someone please help?

Many thanks

posted on September 14, 2014.

Hi Victor,

I checked with our fraud department and they are running security checks on your account. Sadly I wont be able to assist you.

Best regards,

posted on September 14, 2014.

Dear Golden Cherry,
I received written confirmation from you PRIOR to requesting the withdrawal that my details and ID documents were verified:

Dear Victor,
Thank you for sending in your Faxback verification form along with the supporting documents.
You will be pleased to know that your player account has now been approved for withdrawals purposes.
To make your request please go to the withdrawal tab in the cashier and enter the requested information.
Please note that we use only the information given on your faxback form for transfer of funds. It is your own responsibility to give the correct bank details in the cashier for withdrawal.
Please make sure to keep us informed of any changes to your address or bank account to avoid delays with any future payments.
If your account details change please inform us about it first and only after the confirmation of new details from us should you make a withdrawal request.

If you have any questions you can contact us via email, or you can contact customer support via phone and live chat 24/7.
Kind regards,
Anna Butler
Finance Department

I therefore see absolutely no reason why my account is being checked for security reasons. If security was indeed an issue, you would be suspending my account, and I wouldn't be able to continue playing or depositing funds, which isn't the case. I await your prompt response to this matter.

Warmest regards