Ag Awards

Golden Cherry Casino - Withdrawal Limit set to minimum amount, would take 100 weeks to get paid!

Complaint Info
Disputed casino Golden Cherry Casino
Reason Delayed payment
Amount $ 50000
Posted on March 30, 2015


I have accumulated £50,000 in winnings from this casino. It took a number of weeks for the security documents to be verified, but I know this is standard procedure for casinos and we have now reached the stage where everything is complete and I have been verified for withdrawals.

The issue sits with the amount of the withdrawal allowed. I have some £50,000 in the account, and I have been informed I can only withdraw £500 per week. The terms state up to £2,500 can be withdrawn, but the 'up to' term is the key here.

I have been informed it is based on player class and deposits made etc, but having asked for further information have not received any further information as to what the parameters are, so cannot comment in relation to how much I deposited or how much I played in relation to the limit set.

At the rate of £500 per week it is going to take 100 weeks to claim my winnings. I understand the need of cainso to restrict large payouts to safeguard their business, but the limit of £500 they have set is not in line with the balance on the account nor my level of playing etc.

They should offer a lump sum payment and an increased withdrawal limit to allow a player to appreciate the winnings made in the casino, as at the moment I am very dissapointed with the whole situation.

I have asked for further details of the withdrawal limits and what they are based on but have received no response as yet. I will be happy to post them once I have them I an effort to provide the casino a fair chance of repsonse.

I know casinos can be restrictive, and we all know the risks involved, but surely this is a little out of kilter with what Other casinos do?

I recently used Hippodrome casino and won £8,000 which was paid immediately? so I know it can be done by other casinos?

Why not this one?

Posted on March 8, 2015


I received your username right now so Ill be checking on the details with our brand managers and let you know.

Best regards,

Posted on March 8, 2015

I have sent you a further email requesting additional info related to the above.

No response as yet. I look forward to your reply.

Many thanks

Posted on March 9, 2015

Hi Smiler0549,

I spoke with our brand managers and they informed that your payments are being processed according to player class and following the casino terms and conditions. If there was a problem with the payment itself I would be able to help, but in regards to the amount included on each payment I am unable to... since its determined by the terms and conditions and player class.

Please let me know if you need further assistance on anything else let me know.

Best regards,

Posted on March 9, 2015

I now understand what the T&C’s say having read them thoroughly.

The question is, what are the parameters. Let me lay out some questions so i can be clearer in what I am asking;

1) What is a ‘players level’? How is it determined and what are the parameters for the same
2) What is ‘recent activity’
3) Increasing time spent in the casino is mentioned, how long would you have to be in the casino to change the cashout limit?
4) What are the value of bets needed to make a change to the cashout limit, and what level of cashout limit is allowed based on such amounts bet in the casino. A table here would be useful so there is a fixed target to work to. I.e., if I play £10,000 then do the withdrawals lift to £1,500 per week? Etc.
5) What value of deposits are required to lift the cashout limit, and how much would this ‘said’ value of deposits lift the cashout limit by.

Once I have all of this information I will be better placed to understand what is required.

As it stands, I have bet approx. £100,000 - £150,000 in your casino (turnover) and am only allowed £500.00 withdrawals, so please forgive me for sounding cynical.

If you could confirm the above I think it would help me and all future players understand a little bit more about your casino and how the cash outs are restricted.

Posted on March 9, 2015

Hi Smiler0549,

I totally understand your question, don't worry.

I apologize but I honestly don't know the parameters or the system the casino uses to determine the player's activity / categorization. I work at the marketing department here.

In any case, you deserve better assistance so Ill ask one of our most reputable VIP managers to get in touch with you to answer all these questions.

Something that I need to remark is that we value your presence at our casinos and would love to keep playing with us. I apologize if the information wasn't accurate so far, Ill ask one of our top casino representatives to get in touch with you to help you and take care of your account properly.

Have an amazing day!

Posted on March 12, 2015

I received a call from them. I await an email to firm up what they told me.

I will then post here to ensure transparency.

Summary: no increased withdrawal or lump sum.

Posted on March 14, 2015

Still no email regarding the matter.

Still only minimal amounts allowed to be withdrawn.

They did ask me to play more to lift them withdrawl limits, but I await an email confirming the parameters of this.



Posted on March 17, 2015

No payment received today.

Due to the high value of the amount outstanding, and failure to make payment, I have decided to take legal advice on the matter.

I understand the terms state they can set the level of payments, but to not make any payment is outside of any agreement I would have signed into when I opened my account.

I will update accordingly.


Posted on March 30, 2015

This case has been reopened upon casino’s request and we would like to give it one last chance for a successful resolution.

Posted on March 30, 2015

Hi Smiler0549,

I've been informed that your payment will be sent within the next 72 working hours. Please let us know once you received the funds.


By subscribing you are certifying that you are over the age of 18.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy