Withdrawal complaint

First I would like to start off by saying customer service is always pleasant and that is greatly appreciated. My withdraw was completed on Sept. 22nd 2012 and was awaiting payout since. I have emailed several times regarding when my payout would be available. Tara responds fairly quickly and states thier having issues with the processing company and my payout will be processed in the next batch of payouts? To me, this seems very unfair. Deposits are always taken with no warning that payouts may be delayed. This to me seems very unfair. email from Oct 16th 2012

The reason we are backed up is due to problems we were experiencing the last month with our payment processor. These issues have now been resolved but have unfortunately caused a back log of payments.

I cannot give you an exact date as to when you will receive your withdrawal as i do not want to give you any false information. Please be assured you will receive your winnings and i will update you as soon as it has been sent.

Kind regards,

Tara Murdoch
Withdrawals Manager

I spoke with someone from the Live chat team today (10/26/12) and I asked if there was any new information. She told me Tara sent me an email (which I never received) but stated they were willing to match my withdraw amount if I wanted to cancel the withdraw process. Which I have to say was nice, but not going to work in my situation. Even though customer service has been pleasant this casino has left me with a bad taste in my mouth.

HELP NEEDED;

I had a nice win of $6000 at Cherry Red Casino about 5 months ago. The first 2 payments of $2000 I slowly received by wire transfer to my bank in Canada. The 3rd payment of $2000(actually on the cashier site it says $2035, I think for the wire transfer cost) was approved on April 25/12.

I finally received confirmation from Tara < surname removed >, the Withdrawals Manager, that my wire payment was sent out July 3rd/12. However, I have never received it. She has told me several times that she will send me the trace or tracking number from the processor but has never done it and has referred to it in emails as "missing" and "lost". It has been almost another 2 months since then.

I am a Canadian, so there should be no U.S gambling issues, and they have already sent payments to my bank so they clearly have the correct banking information.

Also, another thing I find strange is on or about July 19th their customer service representative told me on the phone that my name was on a list to have to wait till the following week to get paid. This was after Tara already told me that she was waiting for the processor to give her the tracking and banking information. I mentioned this to Tara in two of my emails but I received no response regarding this issue.

I would think that regardless what the truth is that this company would pay me my winnings. Clearly there are some major problems going on there and in my opinion it is a big risk to play there. If there's any way you can help me it would be much appreciated. I have a long list of emails to back up this information, I will send a few of the more recent ones seperately. Thanks

Shaner9

I have been trying to get paid at Cherry Red Casino, but my payout is being delayed. I would like some assistance to try and actually be paid my winnings.

I have submitted all my information for my withdrawal request, but it is taking Cherry Red Casino an extra long time to even approve my faxback form. You would think with today's technology, the payout process would be a lot faster.

Casino takes my money in less than 30 seconds, but it takes weeks to approve any payouts. I was with a casino back in 2000 that paid me $4000 and it took them less than two days to get my money. With the technology we have today you would think that it would even be faster.

Cherry Red Refuses to pay me my winnings from December even though they admit I am due the money. They are offering to give me back my last deposit in exchange for my winnings - so they are offering me $50 when I won $1150.00
The audacity of this company is beyond anything I've ever seen. They want to give me $50 and for me to play with that money and win again and they say if I do, they will pay me this time. This all makes sense right?? If ANYONE plays at CHERRY RED or RUSHMORE - they are fools and might as well just thorough their money away. What a company admits they owe you and refuses to pay you - that should be enough for everyone to boycott them. If it hasn't happened to you yet - it WILL !!

I've been waiting since December 2011 for Cherry Red to pay me two withdrawals and they keep putting me off until a few weeks ago when they told me this pathetic response

" Your withdrawals that we sent from December has been frozen by the intermediary bank; we have been working continuously to ensure that it is released to your bank account. This is now out of our hands, and would like you to contact your bank and request the payment using the following tracking number FX460651, FX453477

The most we can do now, as a show of our sympathy, will be to credit your account with your last deposit amount made at the casino. Please contact online support to have your account credited.

Thank you for your understanding and patience."

I advised them this was unsatisfactory and not my problem and they told me on 3/5/12

"As I have stated previously I do apologize, to have all these funds frozen by the bank was certainly not our intension. We are still hoping they will release the funds to our players. Please contact your bank and they will be able to help you further.

Kind regards,

Tara Murdoch"
Withdrawals Manager

Still no money and of course no tracking numbers or wire numbers were provided and my bank cannot do anything . The last email they answered me was on 3/19/2012

"Thank you for your email. The reason Bank of America held these funds is because they found out it was used for gambling purposes, at this point they will not release any funds. We have found alternative solutions for future withdrawals but are unable to double pay your winnings. If you have not already, please contact customer support and they will be able to credit your account with your last deposit.

We apologize again for this inconvenience.

Best regards

Tara Murdoch
Withdrawal Department

AND NO RESPONSES SINCE!

I call and email all the time and they refuse to respond telling me it is out of their hands and all they will do is credit me back my last deposit - can you imagine that. they must be making a fortune playing this game and robbing people.

They owe me $400.00 and $750.00 from December and the last withdrawal was approved on 12-27-2011 and they agree that they owe it but will not pay it.
I never had problems with them before but this is a lot of money to me and they agree that I am entitled to the money

I submitted a complaint a few months back and finally after 6 months got a $2000 from Cherry Red Casino thanks to askgamblers.com but I have $4000 unpaid that I cant get. I ave spoken to live chat, which now disconnects everytime I try to get my money, I have spoken to managers on the phone who assure me I will get an email and/or my money but have not, and I email daily and NEVER get a response. It has now been over 2 months since I have received an email back, but i continue to send an email daily. When I spoke to live chat the last time, they told me it was illegal to gamble in my jurisdiction and there was nothing I could do to get my money. Basically they take your money but wont pay. I won this money in Aug 2011 and still have not been paid all my winnings. I recommend anyone in the US not play at this casino or any of there partner (rushmore and oasis). Please dont be scammed out of your money like I was!

I requested a withdrawl on Nov. 23rd 2011. After a couple weeks I started calling and e-mailing to find out what was going on and was assurred it was due to a large number of withdrawls and to please be patient. Being a VIP member they gave me a bonus to play with. I was able to complete the playthrough requirements and make a withdrawl on that also. As of today I still haven't received any of my money. I am not sure what is going on there but seeing that I have put quite a bit of money into their casino to become a VIP and get this kind of runaround it really makes me mad. I have always recommended Cherry Red to my friends but my opinion of them has drastically changed.

I won a huge random jackpot in Aug 2011, after making a small deposit using a no max cashout bonus. However I have not received even one $2000 payment and it has been almost 4 months. Everytime I ask what is going on they have reprocessed my winnings the day before I contact live chat, so they say. Then when I should have the money they say it was sent back and they have reprocessed it yet again, just a day or 2 before it should have went through but I get no emails at all from customer service or the withdrawal depart. And when I speak to live chat they say all i can do is email withdrawal department and they will help but I do and I have not received any emails back. They seem to tell their customers what they want to hear but not what is really going on, and I doubt anyone will receive any money at all from them. Do not take a chance with this casino, they will gladly take your money and not pay you when u win!