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Golden Cherry - Loss of Winnings

RESOLVED
Complaint Info
Disputed casino Golden Cherry Casino
Reason Declined payment
Amount $ 23000
Posted on August 28, 2014

I was playing at goldencherry and was up $42000 and then went to the cashier and noticed I was given a bonus of 500 with a max withdrawl of 2500. Never been offered bonus while playing only before I start playing. Accepted bonus and when I met the play I tried to withdraw to end the bonus but because they hadn't processed previous withdrawal I couldn't withdraw and end it - I contacted help and they said to make a deposit so I reversed a withdrawal and started playing again. I ended up with 63,000 for the day and then was told that since I didn't withdraw the bonus I could only win 2500 so I lost over 23000 because they prevented me from ending the bonus.

Posted on August 25, 2014

Please let me know your username so I can check into this.

AskGamblers
Posted on August 25, 2014

We send a user's credentials to the casino.

Posted on August 26, 2014

Hi dleroy46,


I spoke with our brand managers and they informed that your balance was cleared due to the use of a free chip which has max cashout of $2,500. All the additional earnings related to that bonus cant be cashed out. With that said, the difference between amounts is explained.

Now regarding the future, one of our VIP account managers is taking care of your issue and credited your account with $3,000 real balance in compensation for any delay / misunderstanding. She will also get in touch with you to explain the terms and conditions so there wont be any misunderstandings from now on.

Best regards,

Posted on August 27, 2014

I believe my host might be able to resolve this issue shortly. I have been offered an amt which I believe is well before being fair since I asked for 1/2 of my winnings. I have several emails from hosts that state I can't be offered free play until I used my play balance now matter what I had deposited during the week. I believe the new management will review my request and respond to them and make a fair and equitable solution based on the facts I have presented that will make me happy and want to continue to play at the casino. We will see with their response to my recent email to them directly thru my host. I believe my host knows what happened was a mistake since it has never happened to me before and was never allowed to happen and that splitting the difference of what I was ultimately paid and what I should have paid am what I am requesting is reasonable. We will see and hope I have convinced other individuals to continue to play or start to play at this casino. If this is not the case, please be assured I will let you know. I think they are fair and reasonable and hopefully what happened was a mistake of customer service and not their dedicated account managers.

Posted on August 28, 2014

Hi dleroy46,

I'm happy to help. Please let me know if you need further assistance.

Best regards,

AskGamblers
Posted on August 28, 2014

We got an information from the Submitter that this issue is resolved.

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